My Aetna Supplemental

I really think that the design of this app and the online web portal are designed to discourage plan members from submitting claims. I’m not kidding - I do think this is malicious design. I’ve had this insurance for years and I have filed claims. Two years ago, I did get a major cancer diagnosis. The plan paid out 100% of my critical illness benefit. My review for the actual insurance policy is 5 stars. My review for the customer service response and response time, the app, and the online portal is 0 stars. I now have a new claim for an accident and it has been like pulling teeth. I have to go on the website to upload documents, and even then it is painfully slow and throws errors like telling me a document is a duplicate when it simply is not. I’m very tech savvy. I can’t imagine how hard this app and the website are to navigate as anyone with a limited ability to use technology. Aetna - seriously get it together and fix your app. Fix your website. We’re paying customers. Thank you sincerely if you read this and take this feedback into account. Peace.

We have both Aetna Healthcare and Aetna Supplemental insurance. Problem is, they claim that if you click on the Yes box that you have the health insurance, there is no need to upload any documents. WRONG! In fact, there won’t even post for stuff unless you can get them the long-awaited UBO4 detailed hospital bill. For some strange reason they pay the bill but want you to provide it to them for detailed charges. The crazy thing is, we also have Aflac and get paid within 7 days. I’m still waiting on payment for something since October (3 months ago) to be paid. Anyway, my suggestion to you is to study the policy coverages and create a checklist of what you expect they will pay. They will almost always not pay for something hoping you don’t catch it. I’ve sent a good 20 messages to them pointing out stuff and earned $10,500 more for something they claimed to have missed. Ultimately, once you get paid for everything, it’s worth it.

Daughter had a 4 night stay in an in-network facility. Have paid for this plan for few years, was only paid $100. This extra insurance coverage is a JOKE. I do not recommend anyone purchasing as it will not pay out for time spent in hospital. They claimed the stay was for observation, but it was for pain management. Had CT Scans, blood work, etc. they claimed was for observation and would only pay out $100. If this is the case, all hospital stays could be claimed as “OBSERVATION”. Just don’t recommend this insurance unless they make good on their claims to help with expenses incurred for a four night stay in a hospital. This site does not help and neither do the people you have to speak with at AETNA that have trouble speaking English clear enough for people to understand. I’m starting to see why this insurance isn’t accepted everywhere. Also have trouble finding in network providers (who are reputable) in my area. If AETNA correct the claim and compensates based off of a 4 night in hospital stay, I will revise this review to reflect their correction.