Aetna Senior Products - Difficulty Getting Through

[Northeast Agent]

Last Thursday I met with a client F2F and tried to write a MS with a Feb 1st effective date. There were errors with the signature process. It was later in the evening, so I said I'd call them in the morning.

Friday I tried calling and the message said there was a 20 minute wait. I held for an hour before giving up as I had to leave. Also emailed them. Yesterday I was home and thought I'd get a response to my email, but nothing. I've been trying to call them all day today but get nothing but a solid busy signal.

Last night a new MA client texted that his PC information is wrong on his new card. Told him I'd fix it in the morning, forgetting he'd need to call Member Services hmself. I called Aetna (different division, of course than MS), only to be on hold for a short while then was told they are experiencing a company-wide outage.

WTH is going on? Last week it was with Humana.

 

[vic120]

My Wife got through Aetna Med Supp today fairly easy, Had to move effective dates due to slow underwriting from 01/01 to 02/01 with 4 companies, She did 3 companies all while on hold with Mutual got some other tasks done while on hold with mutual as well because it was nearly a 2-hour wait with them

MA, on the other hand, is a complete dif div, I got a call yesterday from Aetna MA dept said they were missing a sig page on one of a Husb wife MA I did early nov which was approved early nov

Said they were about to decline him??

I said you already approved in early nov why is the first I am hearing of this, She said well it was pushed to my dept because missing sig we tried calling the client 3 times and he never answered the phone and though to call you before declining it

I had the sig page why would you call me first, Ohh because the procedure is to call the client then decline if it's not resolved

What stupid nonsense, I sent page and got it fixed but seriously

 

[JONATHAN B SPARKS]

I've had trouble confirming PCP's. "Physician Finder" says the PCP is not in network for the recommended Aetna plan. But, it also says client's current PCP under a different Aetna plan is not in network. So, after pressing the PHD to confirm the PCP is obviously in the current plan's network they were THEN able to confirm the PCP is also in the recommended plan's network DESPITE Physician Finder indicating otherwise.

Then, with different clients, the PCP noted on the application was not the PCP assigned when the clients got their membership card. This happened with Aetna and AARP. I called the carriers to correct the matter and I'm hoping new cards arrive today. I just confirmed that one did, the Aetna plan.

I wish these difficulties were due to my error because I could fix them. But, I fear they're the typical frustrations characteristic of most large corporations.

 

[margostl]

I have had problems only with Aetna Medsup Apps.MA on the other hand has been a breeze.
I had to finally move a client T65 that I have tried to enroll since Nov.1st,.to another carrier
because they kept saying they were missing info.I responded 4 x with said info and today was the final straw.after being on hold for 59min. only to be told we never received it.I hope they listen to the recordings to see how much business they are losing with this nonsense.
Until they do better I will not be sending any Medsups their way.Thank god client was understanding as this was embarrassing to report this conversation.

 

[Northeast Agent]

margostl said:

I hope they listen to the recordings to see how much business they are losing with this nonsense.

I was OOO on the road yesterday then busy this morning, so I'm hold with them AGAIN now. The recording says, "your hold time will be greater than 20 minutes, the best time to call is Wednesday through Friday." Well, today IS Friday; I can understand them being really busy yesterday after being closed for NY's Day Wednesday but this is NUTS.

They never responded to my VM or email last week so they are about to get a piece of my mind if/when I get through to them today. AND I will be mailing their Corporate office a letter next week. I've never had issues with them before, so I wonder what's going on - maybe more CVS involvement now?

 

[Northeast Agent]

I called them again today as the client still had issues signing (turns out, it was her computer), but was pleasantly surprised that I got through to them on a Monday afternoon without a wait.

My parents who are both on their Plan G both received notice they are getting hit with a $25 and $30 rate increase this month. I called my upline, who suggested I try switching my mother to Plan N (a good choice in PA, as no excess charges allowed) and this way they'll keep the hh discount. Can't move him right now, as he "may" have shoulder surgery this spring.

It's a new block of business now (AHIC), since they're doing the "shuffle" like a lot of other carriers.

 

[goillini52]

It's a new block of business now (AHIC), since they're doing the "shuffle" like a lot of other carriers.