Hurricane Harvey, hurricane, hurricane resources

Help for those affected by Hurricane Harvey

Aug 30 2017

We’re With You

We are deeply saddened by the impact that Hurricane Harvey has had on the lives of people in Texas and Louisiana. Many have had to leave or have lost their homes, and it will be months before the full impact of the storm’s damage is truly understood. We’re making it easier for members affected by Hurricane Harvey to access Aetna services and get the medical care, behavioral health support and medications they need.

Important resources for all people impacted by Hurricane Harvey

We have opened our Resources for Living services to the community regardless of whether they are Aetna members or not. Affected individuals can call 1-888-AETNA-EAP (1-888-238-6232) for a telephonic consultation to help cope with the emotional impact of this event or for assistance with finding resources such as shelters, government resources and referrals.

Also Teladoc, Aetna’s telehealth provider, is offering free general medical services to anyone impacted by Hurricane Harvey through their dedicated hotline: 855-220-4585.

We have also deployed Aetna resources to the Dallas evacuation centers to support the clinical, pharmacy and service needs of affected individuals and are coordinating similar arrangements in Houston.

A list of all open pharmacies is available at: In addition, mini popup pharmacies have been deployed at shelter locations, a fully stocked CVS Mobile Pharmacy will be deployed in Houston, and Uber has been contracted to support distribution to pharmacies and home delivery as needed.

Policy modifications for members and customers

Under these catastrophic conditions, it is critically important that we make certain policy modifications to help meet the clinical needs of Aetna’s members.

Aetna Pharmacy is committed to ensuring that members who have been affected by Hurricane Harvey have continued access to their medications.  In times such as these, medications may be left behind upon evacuation or destroyed by flood waters. All pharmacies in the impacted and surrounding areas have been notified of emergency policies and procedures to allow them to refill prescriptions and replenish needed medications.

Affected Aetna members may refill their prescriptions early. Those who use Aetna’s mail-order pharmacy can either get a prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed. We are proactively working with members to arrange alternate delivery or to refill prescriptions at local pharmacies.

To support access to medications in the impacted areas of Texas and Louisiana, we have relaxed Refill to Soon at pharmacies for all plans across all lines of our business.  In addition, we have relaxed Out of Network and Therapeutic Duplication edits for Commercial and Medicare businesses. We are also proactively identifying members that might have prior authorizations that have expired or will be expiring soon and are expediting the coverage determination process.

For our Commercial customers, all plans in the affected areas will reimburse services at the in-network benefit regardless of the providers’ status as in or out of network. We’re also offering members in affected areas additional time to submit claims and file appeals.

For our Commercial and Medicare customers, pre-certification will be waived through Sept. 30, 2017 for in network and out of network and Aetna will pay the service according to the member benefit plan in the affected area. We will also waive late penalty notification for precertification for members in affected area. Home Healthcare beyond 120 days will be authorized through Sept. 30, 2017. And pre-determination requests by providers or members in the impacted area will be treated as expedited through Sept. 30, 2017.

The Aetna Foundation supports disaster relief efforts

To support current and forthcoming disaster relief efforts more broadly, the Aetna Foundation will make a $100,000 contribution to the American Red Cross, a $100,000 contribution to the Community Foundation of Greater Houston and a $50,000 contribution to Team Rubicon.

Through its Disaster Response matching gift program, the Aetna Foundation also will match employees’ disaster relief donations dollar-for-dollar (up to $5,000 per donor per year) to any U.S.-based nonprofit providing hurricane-related disaster relief.

We’re here to answer your questions

Please feel free to contact your Aetna Account Manager or Account Executive if you have any questions regarding these policy modifications. In addition, you can reach us 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).
  • Rx Member Services and Aetna Rx Home Delivery Customer Service: 1-888-RX AETNA (1-888-792-3862)
  • Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX (1-866-782-2779)
  • Aetna Student Assistance Program: 1-877-351-7889
  • 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

This page will be continuously updated to provide the latest on available resources.

*Members with online access can find replacement ID cards and access to a Personal Health Record (PHR) on Aetna’s secure member site Aetna Navigator™. Log in on Aetna’s home page at