Aetna Reminds Members Affected by North Carolina Severe Weather Where to Call for Help

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

HARTFORD, Conn.--(BUSINESS WIRE)-- Aetna (NYSE: AET) is making it easier for members in North Carolina who may be impacted by the recent storms to refill prescriptions and access employee assistance and behavioral health programs. Additionally, the company is offering affected customers additional time to make premium payments and file claims or appeals. Aetna 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 storm-impacted areas throughout the state.

For Aetna members and providers who need assistance, they can reach Aetna at the following toll-free numbers:

  • Aetna Member Services: Call the number printed on your ID card*. If ID card is unavailable, call 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 1-800-227-5720
  • Aetna Employee Assistance Program: 1-888-AETNA-EAP (1-888-238-6232)
  • Aetna Dental: 1-877-238-6200
  • Provider Service Centers:
    • Indemnity and PPO-based benefits plans: 1-888-MD Aetna (1-888-632-3862)
    • HMO benefits plans: 1-800-624-0756

* Replacement ID cards and access to a Personal Health Record (PHR) can be accessed on Aetna Navigator™ found here:

“Our concern and sympathies go out to those people in North Carolina affected by the recent storms,” said Aetna Chairman, CEO and President Mark T. Bertolini. “Our focus is on helping our members get the care they need, recognizing that many may have been evacuated from their homes and may not be able to use their usual pharmacies, physicians and hospitals. We are ready to offer assistance.”

Aetna members in areas affected by the storms 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 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.

Affected customers have additional time, interest free, to make payments that would have been due between April 16 and May 16 of this year; those customers now have until May 31 to make those payments. This additional time period also applies to these customers for filing claims, submitting additional information required for claim processing, and for level I and level II appeals that are due during that time period. Health care providers are similarly being granted the same additional time for deadlines falling within that time period.

Impacted Aetna members can seek urgent or emergency care anywhere, as needed. Aetna is monitoring the impact of the storms 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 additional local, state or federal disaster executive orders or regulations issued related to these catastrophic events.

Aetna urges its members that have been evacuated to 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 a tornado. Aetna members who have access to the PHR can print it out or share it with their physician online.

About Aetna

Aetna is one of the nation’s leading diversified health care benefits companies, serving approximately 33.8 million people with information and resources to help them make better informed decisions about their health care. Aetna offers a broad range of traditional, voluntary and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities and health care management services for Medicaid plans. Our customers include employer groups, individuals, college students, part-time and hourly workers, health plans, governmental units, government-sponsored plans, labor groups and expatriates. For more information, see To learn more about Aetna’s innovative online tools, visit


Walt Cherniak, 410-401-9490
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KEYWORDS:   United States  North America  Connecticut  North Carolina

INDUSTRY KEYWORDS:   Health  Hospitals  Professional Services  Insurance  General Health  Managed Care