Frequently Asked Questions

Logging In

Rates

Benefits

Phone Numbers

Billing

Applying

Logging In

What is "User Name"?
Your user name must be between 6 and 25 characters in length and contain no spaces.


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What is "Password'?
Your case-sensitive password must:

  • be between 8 and 20 characters
  • contain at least one letter and at least one number
  • can include any of these symbols _ - @
  • be different from your user name
  • not be your first or last name
  • not be your first initial with your last name
    contain no spaces
  • not repeat the same character more than 2 times
    be different from your answer to the security question.

Example: 2be1validpassword; Pass1word



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What is the function of "Forgot your user name"?
This help option will permit you to create and verify a new password if your response on an online form correctly answers the security questions you selected at registration.


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What is the function of "Forgot your password"?
This help option will permit you to create and verify a new password if your response on an online form correctly answers the security questions you selected at registration.

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I am entering the correct user name and password, but I receive a message I am not an authorized user. What can I do?

  • Check that your Caps Lock key and/or your Num Lock key are not on.
  • If you kept a record of your user name and password, consult it to make sure that you are entering your information correctly.


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I am sure that I have forgotten my user name and/or password. What can I do?

  • Select Forgot your user name? from the login box.
  • Enter the information requested on the displayed form.
  • If your answers exactly match what you entered when you registered for Aetna's Consumer Portal, your user name will display instantly.
  • Select Forgot your password? from the log in box.
    If you can correctly answer the security question that you provided when you first registered (e.g., "What is your mother's maiden name?"), you will be able to enter and verify a new password and proceed to the secure website.


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Who can I notify if I still have problems entering my user name or password?
If Forgot your user name? or Forgot your password? do not work for you, call toll-free 1-800-225-3375, option 1 (Monday through Friday, 7 a.m. to 9 p.m. Eastern Time) for assistance. NOTE: If you have a problem with Forgot your password, the Help Desk will not be able to reset your password. The Help Desk will be able to guide you through the password reset online form.


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Rates

How long are these rates valid?
Rates for the Aetna Advantage Plan can be modified if such modification is approved by state regulators and we give at least 30 days noticed before any rate modification. You will receive notice of the rate change before its application.


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Benefits

Do the Aetna Advantage Plans offer dental coverage?
Yes, dental coverage is offered in certain states. Dental coverage is available only in combination with an applicable medical plan and is not currently offered as a stand alone product.

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What health care services are covered under the Aetna Advantage Plans?
For specific plan benefits, please use the "Request a Quote" function on the navigation bar.


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Are maternity benefits covered under the Aetna Advantage Plans?
Maternity benefits are not currently available in most states.  Complications of pregnancy are normally covered in most states.  A newborn is automatically covered under the policy for 31 days and can be added to the policy during this time.

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What is a Non-Specialist (Primary Care Physician)?
A primary care physician (PCP) is trained to manage your entire health care program. Your PCP plays many roles - primary caregiver, health care advisor and consultant, coordinator of specialty care and patient advocate. PCPs can be:

  • Family/General Practitioners (Doctors who treat patients of all ages)
  • Internists (Doctors who treat adults and may have a subspecialty)
  • Pediatricians (Doctors who treat children)


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What Is a Formulary?
A formulary is a list of preferred medications put together by Aetna to help you to access quality, cost-effective medications. Some of Aetna's prescription drug benefit plans use a formulary. Our Preferred Drug Guide gives information about medications covered under the Aetna Advantage Plans.

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What Does "Generic drugs" Mean?
Generic drugs are medications that contain the same active ingredients in the same amounts as brand-name products, although generics may be a different color, shape or size. Generic drugs are medications that have been approved by the Food and Drug Administration (FDA) as safe and effective. A generic drug can be substituted for a brand-name drug when rated as an equivalent by the FDA and where permitted by law and the prescriber.


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Phone Numbers

Where do I mail my application form?
Please mail your application form and first premium check to:

Aetna Advantage Plans
Mailstop U22N
P.O. Box 3013
Blue Bell, PA 19422-0763

If you are working with a broker, please submit your application form to your broker.



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If I am currently covered under an Aetna Advantage plan, who do I contact for billing questions?
HMO members can contact Aetna at 1-800-435-8742.  PPO members can contact Aetna at 1-866-565-1236.

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If I am currently covered under an Aetna Advantage Plan, who do I contact for benefits questions?
HMO members can contact Aetna at 1-800-435-8742.  PPO members can contact Aetna at 1-866-565-1236.


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How can I get Aetna Advantage application materials?
You can get Aetna Advantage application materials from your broker, at our website, www.aetna.com, or by calling us direct at 1-800-MY-HEALTH.


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Billing

How will Aetna bill me?
It's your choice. You may choose to have us send you monthly paper bills, sign up for our EasyPay electronic funds transfer, or pay by credit card (first month's premium only) when applying on-line.  With EasyPay, your monthly premium will be automatically deducted from your checking account.  For more information and an enrollment form, please contact your broker or call us directly at 1-800-MY-Health.

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When is my premium due?
We must receive premium payments no later than the first of the coverage month. For example, for coverage during July, we must receive your payment by July 1.

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Applying

I am a current Aetna group member. Can I convert my coverage to an Aetna Advantage Plan?
The Aetna Advantage plans are voluntary plans that are medically underwritten, they are not conversion plans.  If you are interested in an Aetna Advantage plan, you must submit a completed application form and you will be medically underwritten, even if you are covered under an Aetna group plan.  If you want a conversion plan from the group plan, such plans are not available in every state so please contact your employer for information.

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Does Aetna request medical records?
As part of the underwriting process we may require your medical records. If we do ask for your medical records, it is your responsibility to facilitate the submission of such medical records to us.

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If I want coverage to begin the first of the month, when do I need to submit my application form?
We must receive your application form by the last day of the prior month; for example, if you want coverage to begin in October, we must receive your application by September 30.  If you don't request a specific date for your coverage, we will assign an effective date of the 1st or the 15th of the month following the approval date of the application form.

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How long will it take to process the application form?
Processing your application form may take as long as three to four weeks. Please note that your coverage does not become effective until Aetna has underwritten and approved your application form.

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Do I need to send my premium payment with the application form?
Yes, you will need to send in a check to cover the first month's premium.  Your check will be deposited once your application form is approved.  If you choose to apply online you will be able to select your preferred method of payment to submit with the online form. 

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Do you offer child-only policies?
Yes. We offer policies for children covered as part of a family, or policies that cover the children only.

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What ages are eligible to apply?
You must be under 64¾.

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How do I choose a primary care physician (PCP)?
Please visit our website at www.aetna.com/docfind/custom/advplans.html.

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How can I check on a claim or get information about my coverage?
You can check on a claim, request an ID card, change your primary care physician, and more by logging on to Aetna Navigator, your secure member website. To enroll in Aetna Navigator, please visit www.aetna.com.

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Should I cancel my existing coverage?
Do not cancel other coverage presently in force until written notification is received from Aetna indicating that your application has been approved and you and covered dependents are in receipt of your member ID card(s) providing the effective date of coverage.

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What would cause my application to be delayed?
Your application could be delayed for a number of reasons:

  • Application not signed and dated
  • All questions not answered.
  • Detail to questions answered "yes" in the medical history section incomplete or not answered.
  • Medical records requested.
  • Other information requested.


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