• Through January 31, 2021, Aetna has extended all member cost-sharing waivers for covered in-network telemedicine visits for outpatient behavioral and mental health counseling services for Commercial plans.¹ Self-insured plans offer this waiver at their own discretion.² Cost share waivers for any in-network covered medical and behavioral health services telemedicine visit for Aetna Student Health plans, are extended until January 31, 2021.

• Through January 31, 2021, Aetna is waiving cost shares for all Medicare Advantage plan members for in-network primary care and specialist telehealth visits, including outpatient behavioral and mental health counseling services. Aetna Medicare Advantage members should continue to use telemedicine as their first line of defense for appropriate symptoms or conditions to limit potential exposure in physician offices. Cost sharing will be waived for all Teladoc^® virtual visits. Cost sharing will also be waived for covered real-time virtual visits offered by in-network providers (live video conferencing or telephone-only telemedicine services).

• For Medicare Advantage plans, effective May 13, 2020 through January 31, 2021, Aetna is waiving member out-of-pocket costs for all in-network primary care visits, whether done in-office and via telehealth, for any reason, and encourages members to continue seeking essential preventive and primary care during the crisis.

• Aetna is offering 90-day maintenance medication prescriptions for insured and Medicare members. It is also working with state governments to make the same option available to Medicaid members where allowable. Self-funded plan sponsors will also be able to offer this option.

• Aetna is also waiving early refill limits on 30-day prescription maintenance medications for all members with pharmacy benefits administered through CVS Caremark.³

• Through Aetna’s Healing Better program, members who are diagnosed and hospitalized with COVID-19 will receive a care package, mailed direct to their home, containing useful information and resources to help recover, as well as personal and household cleaning supplies to help keep others in the home protected from potential exposure.⁴

• Through existing care management programs, Aetna is proactively reaching out to members most at-risk for COVID-19. Care managers will walk members through what they can do to protect themselves, where to get information on the virus, and where to go to get tested.

• Aetna is also offering its Medicare Advantage brief virtual check-in and remote evaluation benefits to all Aetna Commercial members and waiving the co-pay. These offerings empower members with questions or concerns that are unrelated to a recent office visit and do not need immediate in-person follow-up care to engage with providers without the concern of sitting in a physician’s office and risking potential exposure to COVID-19.

• CVS Pharmacy is waiving charges for home delivery of prescription medications.⁵ With the CDC encouraging people at higher risk for COVID-19 complications to stay at home as much as possible, this is a convenient option to avoid coming to the pharmacy for refills or new prescriptions.

CVS Health has implemented the following programs to educate members about COVID-19 and help address any associated anxiety and stress:

• Opened Crisis Response Lines for all Aetna (Commercial, Medicare, Medicaid) and Caremark members who may be experiencing anxiety related to COVID-19.
• Expanded 24x7 access to the Aetna Nurse Medical Line for all Aetna and Caremark members.
• Provided Aetna plan sponsors with a Resources for Living toolkit with materials specifically developed for members experiencing anxiety related to COVID-19.

Members can use Teladoc^® or their provider may be able to offer them services over the phone or through a telemedicine platform where you have a real-time visual connection. Members can check availability by accessing Aetna online DocFind directory, contacting their provider or visiting the  Coronavirus Resource page on Aetna.com.

MinuteClinic offers two telemedicine options, including E-Clinic visits and MinuteClinic Video Visits. For more details, visit www.minuteclinic.com. These visits are covered by most Aetna Commercial and Medicare plans. 

We are still learning about the novel coronavirus that causes COVID-19 and how it spreads. At this time, the WHO and CDC have stated that the likelihood of novel coronavirus contaminating cardboard or other shipping containers is low. Our shipping carriers follow CDC guidelines to protect their employees and recipients of our orders, and this includes best practices for cleaning, social distancing and sanitizing. Our shipping suppliers have largely relaxed the requirement for a physical signature for orders that would normally require one. We are sourcing additional personal protective equipment such as gloves and masks for our staff, and training staff on its proper and effective use. We regularly sanitize the bins that transport orders throughout pharmacy processes. For more information, please check the CDC website. 

As the pandemic continues to spread, CVS Health is taking steps to address the outbreak and protect member access to medication. The latest steps we are taking will help ensure patients have options available to them when it comes to filling prescriptions. Steps we are taking include:

• Waiving charges for CVS Pharmacy home delivery of medications.
• Encouraging members to refill their maintenance medications with a 90-day supply or up to the plan maximum.  
• Developing travel, Work from Home, and other HR-related guidance to help employees stay safe and healthy.
• Working with external public health organizations and other stakeholders, including the CDC, to boost awareness of CVS Health’s emergency preparedness efforts and capabilities.

Aetna Resources For Living (RFL) is offering support and resources to individuals and organizations who have been impacted by Coronavirus. Through this liberalization, those in need of support can access RFL services whether or not they have it as part of their benefits.

• Individuals and organizations who don’t have RFL can contact RFL at 1-833-327-AETNA (1-833-327-2386).
• Members and plan sponsors who do have RFL should call their designated RFL number available in program materials.

Support to individuals and organizations that don’t have RFL includes:

• In-the-moment phone support to help callers cope with the emotional impact of the COVID-19 outbreak
• Informational brochures about dealing with a crisis
• Community resource referrals, including local support services in the local area
• Management consultation to help organizations respond to the needs of their employees, even if they’re not RFL customers
  
  
  • Employers may contact our specialized support line at 1-800-243-5240.
  • Group support services may be available telephonically or onsite where appropriate on a fee-for-service basis to help managers and employees manage the disruption and distress of this situation.

You can find more information on COVID-19 at these links:

• https://www.cdc.gov/coronavirus/2019-ncov/index.html
• https://www.who.int/emergencies/diseases/novel-coronavirus-2019
• https://www.cdc.gov/coronavirus/2019-ncov/about/steps-when-sick.html