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Aetna Helps Members Affected by Tornadoes

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Aetna (NYSE: AET) is making it easier for members affected by tornadoes across Illinois, Indiana, Kansas, Kentucky and Missouri to refill prescriptions and access employee assistance and behavioral health programs. The company is also helping members who have evacuated find care outside their home areas.

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 Rx 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
  • 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:

Affected Aetna members may refill their prescriptions early, as needed. 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 has opened its Employee Assistance Program resources to all Aetna plan sponsors, regardless of whether or not they are Aetna EAP customers, during these 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 also can seek urgent or emergency care anywhere, as needed. As part of its disaster procedures, Aetna will monitor the impact on its network doctors, hospitals and other health care providers. The company will work 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 these catastrophic events, Aetna will adjusts its policies to comply.

As part of storm or evacuation 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.

“Our thoughts are with people affected by the tornadoes,” said Aetna Chairman and CEO Mark T. Bertolini. “Many have had to leave their homes and are unable to access their usual pharmacies, doctors and hospitals. Aetna’s medical, pharmacy and behavioral health teams are ready to help our members get the medications and care they need.”


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