Aetna Ready to Help Members with Possible Impact from Hurricane Irene

With Hurricane Irene threatening parts of the U.S. East Coast, Aetna (NYSE: AET) is already taking steps to make it easier for members to refill prescriptions and access employee assistance and behavioral health programs. Required evacuations are just beginning in the Outer Banks area of North Carolina. The company is also ready to modify other medical and dental policies, extend claim and appeal filing times, and help members find care outside their home areas.

As part of storm preparations, Aetna urges its members to make sure Personal Health Records (PHRs) are updated for all 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 who have had to evacuate during an emergency and might need to see a health care provider unfamiliar with their medical history. Aetna members who have access to the PHR can print it out or share it with a doctor online. People also can find tips on protecting their families’ health in a natural disaster at www.planforyourhealth.com, a public education website from Aetna and the Financial Planning Association®.

Aetna members and health care providers who need assistance can reach the company 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 or1-800-227-5720
• Aetna Employee Assistance Program: 1-888-AETNA-EAP (1-888-238-6232)
• Aetna Dental: 1-877-238-6200
• Health care providers should contact the 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: http://www.aetna.com/index.htm

“When a storm is bearing down, it’s important for everyone to prepare,” said Aetna Chairman, CEO and President Mark T. Bertolini. “Aetna’s focus is on helping our members get the medications and care they need, recognizing that many may need to leave their homes and be unable to access their usual pharmacies, physicians and hospitals. Our medical, pharmacy and behavioral health teams are ready to assist.”

In disaster situations, Aetna members may refill their prescriptions early, as 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.

Aetna Behavioral Health opens its Employee Assistance Program resources to all Aetna plan sponsors, regardless of whether or not they are Aetna EAP customers, during times of need. Aetna’s EAP professionals, who have experience dealing with traumatic events, are available to help. Aetna members can contact Aetna EAP 24/7 for telephonic consultation, referrals or general information such as areas affected by a disaster, shelters and government resources.

Affected Aetna members can also seek urgent or emergency care anywhere, as needed. As part of its disaster procedures, Aetna also monitors the impact on its network doctors, hospitals and other health care providers. The company works closely with providers to make further modifications to its policies as necessary to ensure members have access to care.

If any additional local, state or federal disaster executive orders or regulations are issued related to catastrophic events, Aetna also adjusts its policies to comply.

About Aetna

Aetna is one of the nation’s leading diversified health care benefits companies, serving approximately 36.5 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 www.aetna.com.