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Accessibility Services
 
Aetna strives to continuously improve our digital experiences to meet or exceed universal design best practices and web accessibility standards. We have adopted Web Content Accessibility Guidelines (WCAG) 2.0 A/AA as our corporate standard. If you are having trouble accessing information on our website, we can assist you. Please call the number in our letters to you. Relay services for deaf and hearing impaired individuals are available by dialing 711. If you need a PDF document in an accessible format, you can request it directly by emailing us at TranslationGI@Aetna.com. Be sure to include your claim number and name. You'll also need to tell us what document you'd like our help with.
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Hurricane Harvey & Irma: Aetna is here to support Our Customers

Our thoughts and prayers go out to those who have been impacted by Hurricane Harvey and by Hurricane Irma.  We recognize that our claimants are in a unique situation of devastation, obstacles in getting medical care, and financial difficulty.  To respond to these unique circumstances, we will be expediting our services and claim processing for those affected.  Additionally, our Customer Care Representatives will continue to do everything possible to provide answers and assistance to these customers.
 
Aetna will support our clients by:
 
  • Expediting leave, disability life and life premium waiver claims. Aetna has created a special handling process specifically for these claims to be quickly identified and handled.  This will serve as notice to our claims team that this claim needs to be handled as a priority.  This will also help flag the claim for expedited initial claim decisions and for possible consideration of waiving clinical reviews for initial claim decisions.
  • Exercising leniency with regard to providing notice of loss, proof of loss, medical record due dates and appeal deadlines.
  • Direct deposit for Short term disability payments.
  • Waiving the waiting period for stop payment procedures and reissuance of benefits.
 
Claimants may direct any inquires to Aetna’s Customer Care Center.
 
We are also monitoring the various Departments of Insurance updates and will make any necessary changes to comply with their guidance