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Yes, Aetna will review precertification requests because our approvals are effective for a length of time. However, at this time there are some states that have issued orders prohibiting elective procedures. Health care providers are responsible for complying with any applicable state governmental directives that prohibit elective procedures during the COVID-19 pandemic. Aetna’s precertification of a service does not eliminate any obligations or restrictions placed on health care providers by a governmental order.
Prior authorization requests for commercial members are now being approved for 9 months instead of standard 6 months. If providers have already received an approval for 6 months and plan to go over, they will need to call Aetna to extend it for an additional 3 months.
Prior authorization requests for Medicare members are being approved for up to 9 months, but not longer than end of the plan year.
To protect the health and safety of our colleagues during the COVID-19 pandemic and ensure we can support our customers and members, we’ve deployed members of our provider experience workforce remotely when appropriate. This can result in audio quality being below our normally high standards at times. We apologize for any inconvenience this might cause.
We’re focused on delivering the best service possible to our provider community. To mitigate the effects of any technical difficulties, we’ve made available additional resources to ensure you have access to the information you need. In addition to calling our contact center, providers can now also:
We remain committed to supporting you during these challenging times. Please let us know if you have any questions. Thank you for your continued support!
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