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Aetna Reminds Members Affected by Southern California Wildfires 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 wildfires burning in Southern California to refill prescriptions and access employee assistance and behavioral health programs. The company is monitoring the situation carefully, and will re-evaluate its medical and dental policies for members as necessary to help them access care in the fire-impacted county of Los Angeles, where many people face evacuations from their homes.

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

* Aetna Member Services: 1-800-443-AETNA (1-800-443-2386)
* Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX (1-866-782-2779)
* Aetna Pharmacy Home Delivery Customer Service: 1-866-612-3862 or
* Aetna Employee Assistance Program: 1-888-AETNA-EAP (1-888-238-6232)
* Aetna Dental: 1-877-238-6200
* For physicians who have questions: 1-800-MDAETNA (1-800-632-3862)
* Replacement ID cards and access to a Personal Health Record (PHR) can be accessed on Aetna Navigator™ found here: “Our deepest concern and sympathies go out to those in Los Angeles County who have been impacted by the wild fires,” said Aetna Chairman and CEO Ronald A. Williams. ““Our focus is on helping our members get the care they need, knowing that they may not be able to use their usual pharmacies, physicians and hospitals due to evacuations.”

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

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 wild fires, 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. Aetna is monitoring the impact of the wild fires on its network providers and working closely with its participating network providers, and will make further modifications to its policies as necessary 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.

Aetna urges its members that have been evacuated to set up or update their health information in a Personal Health Record (PHR) for themselves and their family members. The information in the PHR is available 24-hours-a-day, seven-days-a-week, anywhere an Internet connection is available – making it an important resource for those people who have had to evacuate during an emergency, like wildfires. Aetna members who have access to the PHR can print it out or share it with their physician online. A Personal Health Record (PHR) can be accessed on Aetna Navigator™

To help life 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.


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