Aetna Modifies Policies to Help Members in Joplin

LEAWOOD, Kan.--(BUSINESS WIRE)-- Aetna (NYSE: AET) has modified its pharmacy, out-of-network care and employee assistance program policies to assist members in Joplin, Mo., following the tornado. Additionally, Aetna is offering affected customers additional time to make premium payments and file appeals.

Aetna members and health care providers who need assistance may reach Aetna 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 or 1-800-227-5720
  • Aetna Employee Assistance Program: 1-8880-AETNA-EAP (1-888-238-6232)
  • Aetna Dental: 1-877-238-6200
  • 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:

“We’re saddened to see the toll inflicted by the tornado in Joplin,” said Aetna Chairman, CEO and President Mark T. Bertolini. “We’re taking steps to help our members get the medications and care they need. We know many have lost their homes or have had to leave their homes, and may not be able to use their usual pharmacies, physicians and hospitals. Our thoughts are with the affected people in the region.”

Aetna members in tornado affected areas may refill their prescriptions early, if needed, and those who use Aetna’s mail-order pharmacy may receive a prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed.

Aetna Behavioral Health is offering its Employee Assistance Program resources to all Aetna customers, regardless of whether or not they are Aetna EAP customers, during this time of need. Aetna members may contact Aetna’s EAP for telephonic consultation, referrals or general information such as areas affected by the tornado, shelters and government resources.

Aetna’s EAP professionals have experience dealing with traumatic events and are available to help. Consultation and other support are available for employers, too, as they welcome employees back to work.

Affected customers have additional time, interest free, to make payments that would have been due between May 22 and June 23 of this year. Those customers now have until June 30 to make those payments. This additional time period also applies to customers submitting level I and level II appeals that are due during that time period. Health care providers are similarly being granted the same additional time for deadlines falling within that period.

Aetna members may have trouble accessing their usual providers. From May 22 until May 31, Aetna will cover non-emergency out-of-network care at an in-network benefit level for affected members. Members may seek urgent or emergency care anywhere, as needed.

Aetna will adjust its policies to comply with any additional local, state or federal disaster executive orders or regulations issued related to this tornado.

About Aetna

Aetna is one of the nation’s leading diversified health care benefits companies, serving approximately 33.8 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 To learn more about Aetna’s innovative online tools, visit


Scot Roskelley
312-928-3034 office
773-470-5200 cell
[email protected]

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