Company taking steps to help members get the care they need
HARTFORD, Conn., Oct. 24 /PRNewswire/ -- Aetna (NYSE: AET) is making it easier for members impacted by the fast-moving wildfires in Southern California to refill prescriptions and access employee assistance and behavior health programs. In addition, the company has temporarily lifted some medical policies for members to help them access care in San Diego County, where many people have been evacuated from their homes and some medical facilities are closed.
Aetna members who have been affected by the disaster, who need help finding care, or who have lost or left their ID cards behind in an evacuation can reach Aetna at the following toll-free telephone numbers:
-- Aetna Member Services: 1-800-443-AETNA (1-800-443-2386)
-- Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX
-- Aetna Pharmacy Home Delivery Customer Service: 1-866-612-3862 or
-- Aetna Employee Assistance Program: 1-888-AETNA-EAP (1-888-238-6232)
"Our deepest concern and sympathies go out to those impacted by the devastation caused by the California wildfires," said Aetna Chairman and CEO Ronald A. Williams. "Our focus is on helping our members get the care they need, recognizing that many have been evacuated from their homes, and may not be able to use their usual pharmacies, physicians and hospitals."
Aetna members in the counties declared as disaster areas by the State of California, including Los Angeles, Orange, Riverside, San Bernardino, San Diego, Santa Barbara and Ventura may refill their prescriptions, even if they are not due to be filled for 30 days and, for those who use Aetna's mail-order pharmacy, can receive a replacement prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed by the fires.
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 fires, shelters, government resources, and how to locate loved ones.
Aetna's EAP professionals have experience dealing with traumatic events and staff is actively engaged on site in California to provide specific interventions as needed. Additional on site management support can be made available for plan sponsors as they welcome employees back to work.
Aetna members can seek urgent or emergency care anywhere, as needed. For members in San Diego County, where the fire has caused the closure of some hospitals and physician offices, Aetna is also approving non-emergency care for members at out-of-network providers as needed to allow members who can't access their normal providers to receive the care they need. Similar policy changes will be implemented as necessary in other impacted counties to ensure members have access to care.
To help life, disability and long-term care members in the affected areas, Aetna is extending deadlines for filing claims, and modifying procedures such as those for collecting evidence of insurability.
Aetna is one of the nation's leading diversified health care benefits companies, serving approximately 34.9 million people with information and resources to help them make better informed decisions about their health care. Aetna offers a broad range of traditional and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life, long-term care 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 and government-sponsored plans in both the U.S. and internationally. http://www.aetna.com
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