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Received an overpayment? We’ll guide you on next steps.

Whether you spot an overpayment, or we do, we want to make the next steps simple. Providers, learn how to refund an overpayment to us.

If you find an overpayment

 

Sometimes, what looks like an overpayment may not be. If the member has more than one plan, your payment may be higher based on how the plan covers services. We’ll help you know for sure.

 

Step 1: Check the member’s coordination of benefits (COB) status.

 

Some plans may have a maintenance of benefits (MOB) provision. This means payment may be higher than you expect because of how we pay claims for plans with MOB:

 

  • First, we look at the Aetna® normal benefit in the absence of any other plan.
  • Next, we subtract the primary plan’s payment from the Aetna normal benefit.
  • Then, we pay the difference. This amount can be higher than what you’d get with 100% allowable COB.

Here’s an example:

  • 100% allowable COB: For a $370 bill, the primary plan pays $0, and the patient responsibility is $25.05 for each primary plan. We pay $25.05.
  • MOB provision: For a $370 bill, the Aetna normal benefit is $65.70. We subtract the primary plan’s payment, $0. We pay $65.70.
  • Important: Before sending a refund, confirm that the overpayment isn’t due to an MOB provision.

Step 2: Once you confirm it’s an overpayment, start the refund process.

 

First, gather this information:

 

  • A check issued to Aetna for the amount we overpaid you
  • The name and ID number of the member for whom we’ve overpaid
  • A copy of the member’s Aetna ID card, if available  
  • The date(s) of service
  • Supporting info, such as a letter that explains the reasons for the refund, a copy of your explanation of benefits (EOB) statement, the primary plan’s EOB (if the COB isn’t correct), a corrected bill or any other documents to help us credit the refund.

Next, send the information:

You have two ways to send an overpayment refund.

 

Mail:

 

Mail the information to the address on the EOB statement or the member's ID card. If you don’t have the EOB or ID card, send to:

Aetna Inc.

PO Box 14079

Lexington, KY 40512-4079

 

Once we get the information, we’ll correct the member's file.

 

Online:

 

Send your refund through InstaMed, a J.P. Morgan company.

If we find an overpayment

Sometimes, we spot overpayments we made to you. If we request a refund, the next steps are simple.

 

Here’s what to do:

Mail us a check for the amount we overpaid you. Be sure to also send a copy of the overpayment request letter we sent to you. You can find the address in this letter.

 

Or, send your refund through InstaMed.

Helpful resources

Legal notices

Aetna is the brand name used for products and services provided by one or more of the Aetna group of companies, including Aetna Life Insurance Company and its affiliates (Aetna).

Health benefits and health insurance plans contain exclusions and limitations.

See all legal notices

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