Aetna Reminds Members Affected By Midwest Flooding Where To Call For Help

Company is taking steps to help members get the care they need

HARTFORD, Conn. — Aetna (NYSE: AET) is making it easier for members impacted by the extensive flooding in the Midwest to refill prescriptions and access employee assistance and behavioral health programs. In addition, the company has temporarily lifted some medical and dental policies for members to help them access care in Iowa, Indiana, Illinois and other areas where many people have been evacuated from their homes and some medical facilities are closed.

Aetna members who have been affected by the disaster and need help finding care or have lost or left their ID cards behind in an evacuation can reach Aetna at the following toll-free telephone numbers:

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Aetna Member Services: 1-800-443-AETNA (1-800-443-2386)
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Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX (1-866-782-2779)
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Aetna Pharmacy Home Delivery Customer Service: 1-866-612-3862 or
1-800-227-5720
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Aetna Employee Assistance Program: 1-888-AETNA-EAP (1-888-238-6232)
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Aetna Dental: 1-877-238-6200

“Our deepest concern and sympathies go out to those impacted by the devastation caused by the flooding,” said Aetna Chairman and CEO Ronald A. Williams. “Our focus is on helping our members get the care they need, recognizing that many have been evacuated from their homes and may not be able to use their usual pharmacies, physicians and hospitals.”

Aetna members in areas affected by the Midwest flooding may refill their prescriptions early, if needed, and those who use Aetna’s mail-order pharmacy can receive a replacement prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed by the flooding.

Aetna Behavioral Health is offering its Employee Assistance Program resources to all Aetna plan sponsors, regardless of whether or not they are Aetna EAP customers, during this time of need. Aetna members can contact Aetna EAP 24/7 for telephonic consultation, referrals or general information such as areas affected by the flooding, shelters and government resources.

Aetna’s EAP professionals have experience dealing with traumatic events and are available to help. Consultation and other support are available for plan sponsors as they welcome employees back to work.

Impacted Aetna members can seek urgent or emergency care anywhere, as needed. For members in Iowa, Indiana, Illinois and other areas where the flooding has caused the closure of some hospitals and physician or dentist offices, Aetna is also approving non-emergency care for members at out-of-network providers as needed to allow members who can’t access their normal providers to receive the care they need. Similar policy changes will be implemented as necessary in other affected areas to ensure members have access to care. Aetna will also adjust its policies to comply with any local, state or federal disaster executive orders or regulations issued related to these catastrophic events.

To help life, disability and long-term care members in the affected areas, Aetna is extending deadlines for filing claims, and modifying procedures such as those for collecting evidence of insurability.