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Appeal a claim denial

If your plan denies your claim, and you don’t agree with the decision, we can help you with the next steps.

How to appeal a denied claim

Your Explanation of Benefits (EOB) details why your plan denied your claim. You have the right to ask your plan for a review of its decision. This is called an appeal.

  • How do I start my appeal?

    You can request an appeal or authorize someone to appeal for you.

     

    There are two ways to appeal: 

    • Phone: Call Aetna® Member Services at the number on your member ID card. 
    • Mail: Send your appeal to the address on your EOB. Or print and mail our form.
  • How long do I have to appeal?

    You have 180 days to appeal from when you get notice of the denied claim, unless your plan brochure (or Summary Plan Description) gives you more time.
     

    How long do providers have to dispute a claim? 

    Providers usually have 180 days after a claim denial to submit a dispute. In some cases, contracts, legislation or specific circumstances may allow more time.

  • What should my appeal include?

    • The group name (usually your employer or who sponsors your plan).
    • Your name.
    • Your member ID number (on your member ID card).
    • Comments, records and other info you’d like us to review. Need documents for your appeal? Call Member Services, and we can send them to you. 

What if my claim is still denied after I appeal?

After you’ve finished your internal appeal(s), you may be able to get an independent review by a third party to review the claim denial. This is called an external review.

When will I get a decision?

Timing depends on the appeal type and your plan’s number of appeals. Check your plan documents to find out how many appeal levels your plan offers.

For plans with one appeal

  • If we need to approve your claim before you get care: We’ll decide with 30 days of your appeal.

  • Other claims: We’ll decide within 60 days.

For plans with two appeals

 

  • If we need to approve your claim before you get care: We’ll decide within 15 days of your appeal.
  • Other claims: We’ll decide within 30 days.
  • If you don’t agree with our decision: You can ask for a second review within 60 days from the date of the appeal decision letter. To request a second review, call Member Services or write to us.

For urgent care appeals

 

If your doctor feels a delay will put your health or recovery at serious risk, or cause severe pain, you or your doctor can ask for an expedited appeal. To get started, call the number on your member ID card or the number on the claim denial letter.

 

Once we get your expedited appeal: Our clinical team reviews it to decide if it meets urgent guidelines. If it does, we follow these time frames:

  • If your plan has one appeal: You’ll get a decision no later than 72 hours after we get your request.
  • If your plan has two appeals: You’ll get a decision no later than 36 hours after we get your request. 

If your appeal doesn’t meet urgent guidelines, we’ll follow standard time frames.