Aetna Insurance Review

RATINGS BY CATEGORY
Premium Price
Claims Process
Consumer Feedback
Financial Strength
OVERALL

Aetna Insurance Overview

Aetna, Inc. is a publically traded (NYSE: AET) health care company headquartered in Hartford, Connecticut. They operate all over the United States, and currently employ over 30,000 people.

While their roots date back over 200 years with the beginning of what was then called Aetna Fire Insurance Company, the company as we see today was officially founded in the 1853.

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Aetna Products

Aetna provides a wide range of products for individuals, families and businesses. Some of their most popular offerings include:

  • Medical Insurance
  • Dental Insurance
  • Vision Care
  • Disability Insurance
  • Pharmacy Coverage
  • Life Insurance
  • Business Medical Insurance
  • Business Dental Insurance
  • Business Vision Insurance

Aetna Consumer Complaints

Aetna is not accredited with the Better Business Bureau and currently maintains an A rating. In the past three years, there have been 447 complaints filed against the company, with the largest complaint category being “Problems with Product or Service.” A close second is “Billing and Collection Issues.” There are currently 11 complaints filed that the BBB reports Aetna failed to resolve.

There are two primary complaints from customers that appear on major consumer reporting forums. The first one is problems with billing and/or premiums. Many people have stated they have had issues with payments not going through or not being credited.

The second major complaint is not receiving coverage they believe is due. This can happen for multiple reasons including customers not understanding the coverage provided in the plan, providers changing coverage and not properly notifying customers, and even providers claiming a particular service was not medically necessary.

Aetna Consumer Research Reports

J.D. Power and Associates –According to JD Power, Aetna scores below average when averaging the three largest population centers in the US. The overall rating was 2 out of 5 in California and Texas, while New York scored better getting a 4 out of 5. Where Aetna consistently scored low was in the Customer Service category, scoring a 2, 2 and 3 respectively.

Consumer Reports –The average quality score from Consumer Reports is 80.6 out of 100. This puts them right about average. Similar to the JD Power results, New York scored the best with an 84, with the Preventative and Treatment categories coming in above average. California and Texas scored at or below average in all categories.

For information on how we use consumer research reports, click here.

Aetna Financial Ratings

A.M. Best Rating – A

Fitch Rating – A

S & P Rating – A-

*These grades have been standardized for comparison. For more information, click here.

Aetna Overall Rating

Positive

Aetna operates all over the country and has a lengthy list of health care related products they can offer. Additionally, they offer many different health care solutions for businesses of all sizes.

Negative

In major consumer reporting agency studies, they rank below average in two of the three largest States (by population) and have unresolved complaints on their Better Business Bureau report. Additionally, there appears to be a lot of complaints about coverage not being provided for particular services that customers feel should be covered.

For a list of companies that we recommend, visit our Best Insurance Companies page.

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Summary
Reviewer
Eric Stauffer
Review Date
Reviewed
Aetna
Author Rating
2

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About the Author

Eric Stauffer

I am a former insurance agent turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.


Comments

  1. DC Chase says

    Prior to my back surgery in August 2014, I notified and filed all the necessary paperwork to take my leave of absence 1 month prior to my surgery date.. My employer uses Aetna Insurance for their STD & LTD claims, along with BCBS of Illinois for medical coverage.

    Now I have gotten close to the end of my STD benefits and will be switching over to my LTD claim… due to the fact my doctor still has not released me to return to work.

    In the beginning, Aetna faxed a request to my doctor for paperwork to substantiate my Short Term Disability. Several weeks later, I received a bill from my doctor for the paperwork they requested. After a heated dispute with Aetna, they agreed to pay the bill for the paperwork they requested and received. I also notified them that I had no written or verbal agreement with them to cover the cost of any forms, X-rays, or updated prognosis they request from my provider. I was boldly told that “Aetna does not pay for paperwork they need to process any claim.” It is now coming to a point where Aetna is now trying to deny my claim because my provider will not release any more documents to them without payment for their services.

    I honestly hate this Insurance company, first of all…. for inflicting undue aggravation on me for payment on records and paperwork they request from my provider. Secondly…. due to the fact that Aetna is now requesting personal, financial, educational, medical, and employment history from me for (?) nothing that pertains to my recovery. Sadly to say, short of the doctor’s information, I will and have only given them the papers pertaining to my “current” disability claim. The LTD paperwork they sent to me, in my opinion, is a phishing expedition to disallow or find reason to deny my claim. This information is private and is in no way related to my current medical state.

    I personally find Aetna, in this case, is and will try anything to deny a viable claim. The biggest, and most pathetic, reason is non-payment for medical records. They claim, “If WE don’t get the forms necessary from the doctor, your claim may be denied. Because, WE don’t pay for paperwork that we request and need to justify your claim!”

    This is TERRIBLY one of the WORST insurance companies I have ever had the joy of dealing with. Needless to say, my employer isn’t much help on the matter either. Passing the BUCK is one of their stronger ethic traits, and I don’t mean handing out money.

    If you have a choice, find a different insurance company, or send in a request to your employer to get a referral Insurance carrier for your own well-being.

  2. roger says

    Hi Jesse,
    My name is Roger. I’m have the same problem you had with Aetna .They have done alot to keep me from getting my short term disability money from my work. I had back surgery in July and will be out for 6 months. They are the WORST INS. Co. i have ever had to deal with, and their doctor has rejected my doctor’s paper work. I haven’t gotten my disability money for over 1 and a half months. I’m a single parent and have a son, we are praying that we won’t loose evrything we own. If you can help me with these &%$!?* people. I would be thankful. Roger

  3. William says

    I was told that I may be having a stroke and was admitted to the hospital, after a day of testing, stroke was ruled out and I was released. Aetna says that since I wasn’t having a stroke, I should not have been in the hospital and they denied the claim as not being medically necessary. I seek medical care based on symptoms, but Aetna pays based on the results of tests done for those symptoms. My opinion, they suck, my employer really went cheap when they dropped Blue Cross for Aetna.

  4. Paula LeVance says

    AETNA is denying medications paid for by prior AARP insurance medicare plan and denying the MDINR devise that allows me to self check blood levels at home that AARP paid for. I have history of blood clots, stroke, and AFIB. I went with AETNA only because they had docs that are excellent on their lists. I really regret AETNA and the good docs. with probably not stay with them. I spent two hours on the phone with AETNA to get a necessary med. coverage. Docs office spent another hour on phone with them. Finally got approval for six months. Drug requires a needle to inject each day and AETNA will not pay for the needles.

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