Aetna Helps Members in Massachusetts

HARTFORD, Conn.--(BUSINESS WIRE)-- Aetna (NYSE: AET) is making it easier for members in Massachusetts to access needed medications and care following the tornadoes that hit the western and central part of the state yesterday. Aetna has adjusted its pharmacy benefit, expanded its employee assistance program and is offering affected customers additional time to file appeals.

“We’re saddened for our neighbors in Massachusetts who were impacted by yesterday’s tornadoes,” said Aetna Chairman, CEO and President Mark T. Bertolini. “We’re taking steps to help our members get the medications and care they need during this difficult time. Our thoughts are with the affected people in the region.”

Aetna members and health care providers who need assistance may 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 benefit plans: 1-888-MD-Aetna (1-888-632-3862)
    • HMO benefit plans: 1-800-624-0756

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

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

Aetna Behavioral Health is offering its Employee Assistance Program resources to all affected Aetna customers, regardless of whether or not they are Aetna EAP customers, during this time of need. Aetna members may contact Aetna’s EAP for telephonic consultation, referrals or general information such as areas affected by the tornado, 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 employers, too, as they welcome employees back to work.

Affected customers and health care providers also have an additional 30 days to submit level I and level II appeals that are due between June 1 and July 1 of this year. They will now have until July 31, 2011 to file their appeals.

Aetna will adjust its policies to comply with any additional local, state or federal disaster executive orders or regulations issued related to the tornado activity.

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


Susan Millerick, 860-273-0536
[email protected]

KEYWORDS:   United States  North America  Connecticut  Massachusetts

INDUSTRY KEYWORDS:   Health  Professional Services  Insurance  General Health  Managed Care