Aetna

"(PART 1) Very poor service experience. Inquired about coverage for a needed medical device. I was told Aetna would email me a list of acceptable medical devices covered with the plan to review with my medical provider & my provider would have to give a prescription for one of the devices listed. Initial request for this list of approved devices was made Tuesday March 21st. I was told it would be emailed within 24 hours. On March 23rd I was scheduled to meet with my provider, but hadn't received the emailed list from Aetna. Called & made another request. Was told (by Donna) it would take 24 to 48 hours to be emailed. I was unable to share information with my provider at my appointment due to not receiving the information in time. March 24th still no email of requested information. Spoke with a representative (Lyn A.) that said they would email it in 24 hours. Requested if the information was online - no. Requested if I could be mailed information - no. Asked to speak with a supervisor because I had little faith in getting the email by now. I was told I could be given a number to call a supervisor. Lyn asked me what department's number I wanted. I informed her I don't know the names of her supervisor's department, but I thought she should know. I requested to be transferred to a supervisor and expressed I was willing to wait until one was available. Lyn said she'd check the availability of a supervisor. Lyn tried to get me off the line by putting me on a list for call back. I declined and agreed to wait. I asked for the initial number she was going to offer me, she said 'what number? I never offered you a number?' as if she completely forgot our previous conversation. Then her story changed to the only number she could provide is the number on the back of the card. Why would I need a rep to give me the number I dialed to speak with the rep? What good would that do? I communicated I was okay with waiting and was placed on hold for supervisor. Lyn said the supervisor was in training and would answer my call on their lunch. I again said I was okay to wait on the line until they were available. Lyn disconnected the call and transferred me to the survey line. (Continued in Part 2)"

"PART 2: An hour later I was contacted by the supervisor (James Gesulga) and I informed him of the issue. He apologized saying Lyn had technical difficulties and the call was dropped. If the call was dropped I would expect a dial tone not to be transferred to answer a survey about the call. Bad start for the supervisor to start off telling me further lies. I asked if it was an error disconnecting the call, why the representative didn't attempt to call me back. He said "because I'm calling you now." I again requested the email of needed medical devices. James said he would send a prioritized email and I would get the email within the next two hours. I asked what would happen if I didn't and requested to be contacted by Aetna to verify I obtained the necessary information. I was told James or another rep would call me to confirm I got the email. I waited 3 and half hours, still no email or phone call from Aetna. I called back again. Rep (Karen) said she could request to email a list in 24 - 48 hours. I asked to speak with a supervisor. I waited until an Escalation Supervisor was available. Again, I confirmed my email address with the 5th person which was correct. I explained I get emails about surveys and other items from Aetna, just not the information I had requested. Julie requested an alternative email and said she would send the requested email which I would receive within a few minutes or up to 24 hours. Still no email has been obtained with information from either email address I provided. I again asked if there was another way to get the information (online, by mail, etc) and told no. I explained my issue was not the wait, but the multiple FALSE AGREEMENTS TO PROVIDE A SERVICE CONTINUOUSLY NOT BEING PROVIDED. Julie offered to read me 5 names, numbers, and websites of qualifying devices until I could obtain the full list. It was later disclosed by Julie that the email would not be the list of devices, but rather a link to access the file with the list of devices. I asked if she would share with me the link to enter in my browser. Wouldn't you know it?! The link worked and there was in fact a better alternative way! It only took 4 days, 7 representatives, and a member's recommendation to get the desired information to access care. Luckily I had the option to make time, but for those of you that don't, please consider other insurance providers. Aetna has serious room for customer service, tech support, and policy improvements. Nobody should have this experience trying to access care."

"terrible service .no good my plan Aetna select don't have specialist for the knee and more.iwas in pain for 3 weeks and wasn't able to see a doctor.aetna page told no search found for a orthopedic search.they delete the ones that show up when I looked up .now I have put a special request.for them to approve me in 7 or ten days before I can get help.. and they dont like to pay the providers and they keep charging me for the service.was an emergency and the hospital .from may and is still charging me.have call Aetna every time to ask to pay and still dont pay..i still getting letters and calls from LBJ.hospital to ask me to pay dont recommend theme at all i have memorial Herman plan and not good ..no doctos to choose.from doctors say Aetna doesn't want to pay them so we couldn't been seen this Aetna select plan.is not cheap... And BAD SERVICE."

"I really like AETNA but this is the worst experience ever . They have very low level of communication. Even after asking twice they did not advise me the exact bill and the Kingwood Medical Hospital also did not communicate and due to the miscommunication I had to pay above 1 K USD. I would never recommend AETNA to anyone."

"My Poor Grandma is on the phone with them, lady absolutely does not care but yet she will not talk to me to help my grandma. 1 hr on the phone and she will not even help for a policy she needs help with. Go with Blue Cross, much better"