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Caring for our members in California
During times of need like this, your health and well-being matters more than anything. We’re here to help with benefits information, resources and support for our California members who’ve been impacted by the wildfires in Los Angeles.
How to get the help you need
I need to contact Aetna
Call Aetna® Member Services at the number on your ID card. If your ID isn’t handy, you can get the help you need by calling the number below.
1-877-350-2217 ${tty}
I need emergency care or to see a doctor today
If you're impacted by this disaster and need care right away, you can seek emergency care anywhere, as needed. You can also talk with a doctor by phone or video. To get started, log into your Aetna member website or Aetna Health℠ app. You can also find a list of doctors on our website.
I lost my member ID card
If your member ID card is lost or damaged, don’t worry. To get a replacement, you can call us at 1-877-350-2217 ${tty} or visit your Aetna member website. While there, you can also find network doctors, chat with us online and more.
Coverage when it counts
Flexible, convenient coverage
Flexible, convenient coverage
Convenience matters, especially now. We'll help make it easier to care for your health during this disaster.
When you can’t get care in network
If you have a health emergency, you can visit any doctor or hospital — even if they’re not in your plan’s network — and we’ll pay the claim as if you received care in network. There’s no need to call us.
If you have a non-emergency health care need and if you are displaced, you can access care from an out-of-network provider. If your provider is unable to see you within a timely manner, you may also seek care from an out-of-network provider. Please call us if you need help finding in-network care.
More time to manage benefits needs
You have more time to get pre-approvals or referrals if you need it, without penalties. Just call us to let us know. You also have more time to submit claims or file appeals.
Help paying your insurance premium
If you’re facing financial difficulties due to the disaster and receive a bill from us for your monthly insurance premium, payment options are available. Call us to talk over your options.
Helping you get your medicine and medical equipment
Helping you get your medicine and medical equipment
Your medicine — and the medical equipment and health items you rely on — matter to your health. This guidance can help you get the items you need.
Prescription assistance
You can refill your prescriptions early and get a 30-day supply of medicine — including those that may have been lost, damaged or destroyed during the disaster. If necessary, you can also get your medicine at an out-of-network pharmacy.
Use our mail-order pharmacy? We can send your prescription wherever you need it. Just call us if your address has changed so your medicine gets to the right place.
Important phone numbers
Aetna Rx Member Services and Home Delivery: 1-888-RX-AETNA (1-888-792-3862) ${tty}
Aetna Specialty Pharmacy: 1-866-782-ASRX (1-866-782-2779) ${tty}
Help getting medical equipment and services
We can help you get or replace durable medical equipment, like canes or blood sugar meters, regardless of when you last received these items. We can also help you get dental services and vision care items, like eyeglasses or contact lenses.
Important phone numbers
Aetna Dental: 1-877-238-6200 ${tty} (follow prompts for dental coverage)
Aetna Vision Preferred: 1-866-652-0018 ${tty}
Trauma and well-being resources to help you cope
Trauma and well-being resources to help you cope
We know this is a tough time, and we’re here to help make things less stressful for you. These program resources are here to help.
Traumatic event resources
We’ve opened our Resources For Living program services for those affected by this disaster, including those who aren’t Aetna members. You can call 1-833-327-AETNA (1-833-327-2386) ${tty} for help finding available shelters, accessing government resources, getting referrals or coping with the emotional impact of this disaster. If you’re a student, you can call our Aetna Resources for Living Student Assistance Program at 1-877-351-7889 ${tty}.
Mental health and well-being support
Our Employee Assistance Program (EAP) offers mental health support and resources on our website to help with legal questions, financial concerns and dependent-care needs. You can call the EAP crisis line 24/7 at 1-833-327-AETNA (1-833-327-2386) ${tty}.
Are you a health care provider?
If you’re in Los Angeles or Ventura counties and have been affected by the wildfires, we want to make things easier for you.
Extra support includes:
- 180 extra days for active prior authorizations
- An additional 365 days to submit claims for services you’ve provided
- More time to dispute overpayments
- Flexibility to provide care where you can — including mobile or temporary sites
Need help or have questions? Our Provider Service Center is here to support you:
- Indemnity/PPO plans: 1-888-MD-AETNA (1-888-632-3862) ${tty}
- HMO plans: 1-800-624-0756 ${tty}
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.