hurricane, natural disaster, hurricane irma

Help for those affected by Hurricane Irma

Sep 08 2017

Together, we’re stronger

With the devastating impact Hurricane Irma has had on the lives of people in Florida, Georgia, Alabama, North Carolina, South Carolina, Virginia, Puerto Rico and the U.S. Virgin Islands, we’re making it easier to access Aetna services to ensure they get the care, medications and support they need.

Important resources for all people impacted by Hurricane Irma

Aetna’s Jacksonville, Florida, office, 9000 Southside Blvd. Building 100, will be open to members affected by Hurricane Irma from Sept. 19 through Sept. 22, 2017. From 8 a.m. to 6 p.m., members can speak with Aetna associates about issues or questions with their insurance and prescriptions. Representatives from various business areas will also have water, food and supplies for members.

We’ve opened our Resources for Living services to those who were impacted by Hurricane Irma, whether they are Aetna members or not. Affected individuals can call 1-888-AETNA-EAP (1-888-238-6232) for a telephone consultation to cope with the emotional impact or for assistance with finding resources, such as shelters, government resources and referrals.

Teladoc, Aetna’s telehealth provider, is offering free general medical services to anyone impacted by Hurricane Irma through its hotline: 855-221-0370.

A list of all open pharmacies and Red Cross Shelter locations is available at:

Policy modifications

Aetna members can refill prescriptions early, if needed. Members 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.

Aetna is also expanding claim and appeal filing times in areas impacted by Hurricane Irma.

Aetna is continuing to monitor the impact Hurricane Irma has on its network doctors, hospitals and other health care providers. Further modifications to its policies will be made as necessary to ensure members have access to care.

Aetna is also expediting leave, disability life and life premium waiver claims. A special handling process was created for the claims to be quickly identified and handled. The company is also waiving the waiting period for stop payment procedures and reissuance of benefits.

Leniency will be exercised with regard to providing notice of loss, proof of loss, medical record due dates and appeal deadlines. Short term disability payments will also be made through direct deposit.

Aetna Foundation supports disaster relief efforts

The Aetna Foundation will make a $100,000 contribution to the American Red Cross.

The Aetna Foundation will also 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.

Important phone numbers

Members or health care providers who need care or other assistance can reach Aetna at the following toll-free numbers:

  • Aetna Member Services: Call the number printed on your ID card*. If your 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
  • Coventry Health Plans:
    • Commercial HMO and PPO Plans: 1-866-847-8235
    • Medicare Advantage Plans: 1-800-847-3995
    • Coventry National and First Health Plans: 1-800-937-6824

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

*Members can find replacement ID cards and access to a Personal Health Record (PHR) on Aetna’s secure member site Aetna NavigatorTM. Log in on Aetna’s homepage.

Update Sept. 18, 2017, 12 p.m.: Added details about an event for members at Aetna’s Jacksonville, Florida, office.