Aetna Reminds Members Affected by Midwest Tornadoes and Floods Where to Call for Help

-- Company is taking steps to help members get the care they need --

CHICAGO--(BUSINESS WIRE)-- Aetna (NYSE: AET) is making it easier for members in Illinois, Indiana, Missouri and Oklahoma who may be impacted by recent tornadoes or flooding to refill prescriptions, obtain medical care, and access employee assistance and behavioral health programs.

For Aetna members who need help in finding care, they can 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: 1-888-AETNA-EAP (1-888-238-6232)
  • Aetna Dental: 1-877-238-6200

* Replacement ID cards and access to a Personal Health Record (PHR) can be accessed on Aetna Navigator™ found here:

“Our concern and sympathies go out to those people impacted by the tornadoes,” said Mark T. Bertolini, Aetna chairman, CEO and president. “Our focus is on helping our members get the care they need, recognizing that some may be out of their homes and unable to use their usual pharmacies, physicians and hospitals. We are ready to offer assistance.”

Aetna members impacted by the tornadoes and floods may refill their prescriptions early, if needed, and 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 by the storms.

Impacted Aetna members can seek urgent or emergency care anywhere, as needed. The company will grant exceptions as needed to its normal claims reimbursement policy for members who are forced to seek care outside our network. If members who have had to flee their homes need non-emergency care and cannot access an in-network provider, they should contact Aetna to discuss an exception to the normal reimbursement policy. Aetna is monitoring the impact of the tornadoes on its network providers and will make further modifications to its policies as necessary to ensure members have access to care. Aetna will also adjust its policies to comply with any local, state or federal disaster executive orders or regulations issued related to these catastrophic events.

Aetna Behavioral Health is offering its Employee Assistance Program resources to all Aetna plan sponsors, regardless of whether or not they are Aetna EAP customers, during this time of need. Aetna members can contact Aetna EAP 24/7 for telephonic consultation, referrals or general information such as areas affected by the flooding, 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 plan sponsors as they welcome employees back to work.

Aetna urges its members who are out of their homes to update their health information in a Personal Health Record (PHR) for themselves and their 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 people impacted by a natural disaster. Aetna members who have access to the PHR can print it out or share it with their physician online.

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
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KEYWORDS:   United States  North America  Illinois  Indiana  Missouri  Oklahoma

INDUSTRY KEYWORDS:   Health  Pharmaceutical  Other Health  Professional Services  Insurance  Other Professional Services  Consumer  Family