Aetna Health App Reviews

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Terrible company, horrible insurance experience. Aetna makes the Heath Insurance user experience quite awful. It should be seamless. In go to my in-network doctor, get treatment, pay my in-network costs. But not with Aetna. They find every way they can to make the process more expensive and difficult for the patient. Patients are expected to up-to-date on exactly which procedures their doctor orders that Aetna will actually pay for. Does your doctor think a particular test or treatment is medically necessary, but the accountants at Aetna disagree? Too bad. The accountants can overrule your doctor. Might your health suffer? Aetna doesn’t care. If it costs more than your future insurance premiums, they’d would rather you shut up and die.

Horrible. In November of 2018 you took back claims that were paid on my daughter whom I carry primary insurance. I called you multiple times to address her double coverage and explanation of benefits with her secondary coverage. You called them and they also explained and you took primary coverage but the bills never got paid. I called again and talked to sandy on 5/9/19 and she told me that she would call Aetna and take back and have all bills processed that they had. Today I got a collections notice in the mail for all those bills that your service reps told me they were absolutely taken care of. I’m extremely angry and will be writing a letter to the ceo of the company I work for. I’ll also be calling your management on Monday. I’ve had your insurance for almost 17 years, this is outrageous and ridiculous how much time and energy I’ve put into this, only to be extremely disappointed In your company.

Misleading UI. The IU is misleading. Even though you complete the daily bubble, you may not get credit for that day. You need to go into the health app, then active calories and then data and sources and then select your apple watch from that list. Then you would see the calories for watch day. You need to make sure this number hits 600 to get the points. The bubble completion doesn’t really matter. So basically this app is useless and unreliable as you need to use health app and dig in too much to check if your daily goal is complete or not

Best health app ever - it goes 1 better than labcorp. OMG, What have you done Aetna. They have outdone themselves. I used to have such a. Hard time understanding medical bills but now it’s a walk in the park. You can immediately know what’s your deductible, how far you are. What claims have been charged, how much etc. Also the search functionality is so super awesome. There is no slow websites to deal with or those dreaded long phone calls. Have not tried the payment functionality yet but I look forward to trying more features on this. Keep up the good work.

Impossible to Search Approved Pharmaceuticals. Tried searching whether a doctor recommended pharmaceutical was covered, after more than an hour and a high level of frustration and the app bouncing me back and forth to the member site and back to the app (shouldn’t the app have access to the member site without asking me to login again?) It never revealed a view of the covered pharmaceuticals list. I gave up trying with the app, and used a link on my PC to view it. Why did they take care to hide it from the app? Why is the app not intuitive to use? Ever hire a usability consultant to make the app easy to use? It needs a lot of design work to bring it to even a mediocre user tool Aetna. And it’s years away from being a pleasure to use.

Great!. I have had different plans from other companies (changed company every year trying to find something that really works for me and I finally found it). The only negative thing I found so far is the Payflex thing. They say you can only go to a stand alone CVS or you have to get it through the mail. I feel a person should be able to go to any pharmacy they want even if they would have to pay more.

Terrible customer service. I am forced to use CVS Caremark for prescription because CVS owns Aetna. I called and spoke to someone with Aetna and set up a new account to start receiving my prescription through CVS Caremark. Was told they would contact my doctor to request the subscription. They NEVER did contact my doctor however they show that the prescription was ordered 12 days ago and show the status as “processing “. When I asked why the status was still processing more than a week after I had called them they said they hadn’t received a prescription from my doctor and that I could either call them and request that they contact my doctor or I could contact my doctor myself. They put the blame all on me and said once they received the prescription it would be 4-5 days before they would send my prescription. I only have 5 pills left so will run out before I receive my prescription. They said I can pay extra to expedite shipping. What a joke! They take no responsibility and could care less.

Improvement Needed Overall. I see a lot of room for improvement. I’m new to Aetna but, my previous HMO had a fantastic setup. Here I struggle to find my Doctors number and I believe they should make a section where you can make your doctor appointments online. In addition, they should make your medical history available to you (accessible online). Therefore, I would revamp their whole online setup and make it “user friendly”. I can already tell you the difficulties my wife and I are having with getting Aetna to schedule appointments or providers to call us back for her ultrasound sound appointments to checkout our baby’s development during her pregnancy. I wish I could switch back to my old HMO but, I’m stuck where my job offers health insurance.

Horrible Insurance. I am shocked at how horrible Aetna Insurance is. I made my women’s wellness appointment 6 months out along with a referral appointment for a mammogram and ultrasound (due to medical history, I have to have a mammogram and ultrasound every 6 months). I found out today, a week before my appointment Aetna no longer covers where I have been going for years and who was also in our Aetna network 6 months ago! I now have to find a new place to go to. This is absolutely ridiculous! They won’t cover this, but should I actually have breast cancer, they will cover those expenses…moral is Aetna is not good for preventative care. I am disappointed and we will be switching back to BCBS as soon as this year is up.

Provider In-Network Info Doesn’t Match. I’m looking for a cardiologist and I’ve been using the app for a while. A few cardiologists are listed as 2 specialties—Cardiology and Cardiovascular Disease Physician. Those that are have an ! In their info that says they’re In Network but ‘certain providers may be out of network for certain specialities at this location: Cardiology’. How can that be? Functionally those two specialties are the same thing. All a Cardiologist does is Cardiology, how can he be listed as out of network for a location for the only thing he does there? The doctors office themselves says they take Aetna insurance all the time, but then what does that ! mean? On the website it says nothing about out of network specialties for any provider and it even lets me use the price estimation tool for that location. Aetna needs to get their information correct one way or another, most people can’t waste time or money accidentally going to an appointment for a provider that’s actually out of network because the app and website have different info. Calling is no help either, I’ve gotten 2 opposite answers from 2 different people, but the second person emailed me a provider list as proof showing the doctor I want to see as In Network as a Cardiovascular Disease Physician. Do I have to check every doctor I want to see 3 times now to average out the answer? I don’t even trust the Provider List I was given at this point.

Sadly just like the website for Dental. My experience is based on Aetna Dental PPO. Dont know how useful it is for other coverages. I give it two stars: one for being able to access my ID card, one for being able to view claims. For determining my specific coverages it is as useless as their website. For instance, my Plan Summary page tells me that it pays 80% of “Major Services”. It doesn’t say what those services are or what my annual limit is. It tells me to look at Plan Documents for specific coverage information. When I go to Plan Documents I am greeted by an empty page that says I have no plan documents. The Plan Summary page has an option labeled Spending Details. When I click that link it takes me to a blank page that tells me to go to the Plan Summary (the page I just came from) to view my spending details. Majority of the app is just a copy of the dysfunctional website, even though the website urges you to get the app to see all the details of your coverage. PATHETIC

Coverage let down.. I am a 57 year old woman. I have had several life or death surgeries. These surgeries required me to have both my legs opened up and resulted in me losing half a foot. Aetna was good enough to send me to a L tag rehab. I am not sure if I was sent there just because of the extended antibiotics and the wound vac or what. I have been finished with the antibiotics, but still require wound care daily. I can not stand on my left leg with a walker for more than 2 minutes. My right leg is still several weeks from being allowed to bare weight. Aetna has refused the Dr request to send me down a step to acute rehab. I imagine this acute rehab is cheaper and now almost 2 weeks have been wasted in fighting to try and get me to a facility that could really help me get stronger & more stable on my foot. I just don’t understand it. Please help me to get better.

So much incorrect information it’s ridiculous. I hate using this app to find providers… so much of the information is incorrect. I called 22 (I counted) provides to find one specialist and the majority of the providers I called didn’t even provide the service the app listed them for…. Or theirs was a weird caveat the app forgot to mention like they only work with children or they only do home visits at extra cost. That was an extreme case but each time I use the app I run into so much I correct info. Their incorrect information reporting process is also ridiculously time consuming. Not to mention I still see some of the incorrect info I’ve reported on months later. I’m convinced the app is intentionally unusable at this point.

Less than useless!. I’ve tried to find a healthcare provider through this app several times but all of their information is incorrect. It’ll say it’s been updated today but you call the place and it’s the complete wrong department or that location doesn’t even exist! Then if you want to compare medical costs it takes you to the phone browser where it makes you login again and restart your process of looking up treatment. I might as well have just used the website if the app was so dysfunctional! Not that it matters because the information on the website is the same incorrect information. I recommend staying away from this app when using it for anything other than an id card.

Recent issues. App is good overall for tracking health claims etc… but recently annoyingly I constantly need to re-logon even though I have granted Face ID and have enabled it. The other issue is that messages between Aetna customer service and myself cannot be viewed within the App and need to logon to the website. Kind of annoying to receive an email on my device that a response has been received only to have to go to a computer and logon on the website to view it. With some work fixing these issues it could be a great app

Lost ability to record a bill paid outside app - bring it back!!!!. Overall I am have been happy with the app. It is helpful when you can pay a provider directly through the app and keep track of the whole family’s claims. I used to be able to enter payments to providers that didn’t accept payment through the app. With a HDHP, it is very annoying this feature was removed! It is much harder to track things now because you can’t filer by claims with a balance because there is no way to clear the balance for a bill paid directly to the provider.

Whatamess!!!!. I recently enrolled Aetna and I am having a hard time in order to make my first payment and try to get the monthly payments deducted from my checking account . I was sent to another website similar to PayPal (can’t remember the name right now because I am extremely upset) and after all the process of information I had to provide along with 5 (yes,5) security questions, provide my account number and routing number, identify twice the foros to prove that I am not a robot…… after more than 30 minutes, the site could not find my account. So, I guess I will have to go back to the old fashion snail mail system that I hated on my previous healthcare provider Simply. You are also sending me a bunch of letters and in all of them I still cannot find what type of plan I am enrolled in so I can direct the payments online… not a good start definitely.

Only a fair tool. Not. Do good. This is a poor quality application tool. Very few things bug me but this tool gets deleted an reloaded to fix issues more then anything I use. Information on claims is ten days slower then is useful. Notifications do not dismiss after acknowledgment. Support? None!!! Been reporting these issues for a month and nothing. Now on to there service. The encore they use for evaluating needed services is evil. Terribly non empathetic. And do far unhealthy unhelpful and plain stupid. Had to go on disability to get the attention of joe wrong they are on third diagnostic efforts. Three levels of in network doctors request denied. Very stressful. If I wasn't locked into this insurance through my job I would fire them then sue them gor insurary and mentss as l anguish.

Aetna App. Overall the app is easy to navigate. The only issue is that there is no tab to make payments on your plan. I can’t tell you how long I spent searching so I wasn’t late on my monthly bill. Finally, after thinking I’m crazy and must be missing something I went to the web and search there. Sure enough you have to create a different account on a different Aetna site in order to pay your bill. All they have to do is add a tab that says “pay your bill “ linking you to the other site in order to have a smooth transaction. No one will ever know it is a different site. Besides that everything else seems to be easy and straight forward.

Not user friendly. App not user friendly nor is Aetna!!!! I do not want to have mail in prescriptions nor do I like being forced. My husband had a horrendous time with multiple attempts and finally had to contact a human and then it still too 2 times to get his prescriptions set up. I do not want mail I prescriptions. Customer service is very unfriendly. Finding a contact Aetna option is non existent. Aetna is not user or friendly at all!! App or the Web site is not user friendly. I can not look up doctors available on my plan. I cannot look up imaging facilities available to me. I cannot get basic information about my plan. Does this mean my coverage is not user friendly too!?!? Makes me very skeptical. I just left Medica medical because I pay so much out of pocket and it’s brand new and at least they have a user friendly website.

Worst 2 years of my life and Aetna made it worse. I was in a bad motorcycle wreck Aetna cancelled my benefits forcing me to get cobra insurance with no notification which I surely couldn’t afford due to becoming disabled and had to be out of work. Before they cancels I was taking medication that was covered by Aetna during the time I had cobra at $650 a month I also had to pay full price for the medicine which was another $700 a month then when I get back to work and required to take the same medicine they require a prior authorization then take 3 months to deny it leaving me several thousand out of pocket and no one helping me. These people are weasels just trying to weasel out if paying for anything

For god sake please. For god sake , please respect prescription refills suggested by doctors, you don’t want to act like a doctor all the time, if you want to control medication then you treat the people directly and prescribe medications for 90 days or 365 days or till end of life whichever is best for you. God sake , let doctor evaluate and decide medication duration, medication course and treatment plan, dosage can change or may be withdrawn , so let doctor decide what is best for the patients, don’t interfere in the middle of treatment and make arbitrary decisions on refills without talking to doctors, please relax and be patient world is not going end by December 31st 2022 be kind to yourself and others , do not shock customers with medication refills and make them scape goat at pharmacy stores If this is what your policies are then you won and I lost in cat and mouse game !!!

Huge upgrade from last versions. Just missing one thing. I’ve had Aetna health app for two years now. A year ago this app was mostly useless because my plan could appear on the app. However, after the new updates it became available with a much better interface. I love the Apple wallet feature however i wish if it included the Rx bin number that’s available on the physical card. Other than that it’s 👌🏼 Thank you Aetna for updating the app and I hope you add the Rx bin number to the digital card.

Unable to pay claims. I am unable to pay claims through the app. After entering payment info, I get a confirmation screen and then it says processing. It continues to say processing forever and I have to completely exit the app. I’ve tried this with several different providers, multiple payment methods, and over a couple of weeks time. It simply does not work. When I called Aetna about the issue I was told to not use the app to pay my claims. This is an unacceptable response when the purpose is to manage and pay claims. I am also frustrated that I am unable to login as myself and view my children’s claims. I have to be logged into my husband’s account to see them. As I am the member of the household who manages our children’s medical appointments and bills, this makes it difficult.

Needs accessibility improvements. I am a blind user, and while the app works pretty decent with the iOS screen reader Voiceover, there are some pretty annoying bugs. When you look at the list of available providers, it often scrolls all the way to the bottom, showing the furthest rather than the nearest. This happens as you browse through, so you can begin to see nearer providers, but then it scrolls, and you lose what you were looking at. This could be a real problem if you want something in the middle. For a medical app, I would think accessibility testing would have been top of mind, so as to not leave users with no way to find in-network providers.

Blank screen...?. This app has a lot of potential, unfortunately, this is my second time downloading the app with roughly 3 months in between and still getting a blank white screen. Thinking it may be my connection... however it is not. Fix the bugs and I may download it again. *UPDATE* Okay so after almost 5 months I decided to try to download the app again. Thinking that the developers would have had plenty of time to do some updates and bug fixes... WRONG download the app and... blank white screen. My family and I use (Mailhandlers) Aetna insurance and would really love to use this app. But again I download it, open it and blank white screen!?!? Yet my wife downloads the same app on her phone and it works as it should?!?!? Answers would be great I want to use the app. Since I am one of millions who pump money into this insurance company. A functioning app would be great

$1200 wellness allowance. One of the biggest differences in the Aetna Medicare Advantage from other plans that drew me into the program was the annual$1200 allowance for activities and items that enhance my wellbeing. Well, they have made this a bit cumbersome. I have requested these forms ( which must arrive at my home address via “snail mail”- who DOES things this way in today’s age with scanners, cameras that can photograph receipts, etc etc) I started requesting these forms (phone requests by phone to customer service-to the number on the back of my card) THREE weeks ago and again about a week ago- but have received no forms. I am very disappointed! I have bought a bike and equipment for that bike- trusting Aetna to follow through. This company has not, as yet met their obligation. They make it difficult to figure out how to claim the allowance (not easy to access the information on their site), difficult to file for the allowance (snail mail- really?), and when you finally go through those worm holes, they don’t follow through on their end with their process. I had Humana before and things were pretty smooth, though they didn’t dangle the $1200 carrot- this company needs to simplify this process and secondly, they need to work on their integrity and keep promises made- wondering what other ways they might disappoint.

Aetna Mobile. Latest update will not let you login. Says session timed out. Fix Me again. I have written to you before. Your app will not log me into my account like it used to. I used to be able to login and access my claims, look up providers, and view my membership card. You changed something to stop that. I was told that my policy didn’t cover that. So which mobile app should I download to let me do what you advertise to do that? I pay enough in premiums to allow that. ????????? No response means I am right about your app not working correctly. It used to work okay. Something changed. No I’m not going to say anymore. )$&6());)6)$;$£££

I can’t even log-in and the redirect site has been down for weeks. I’ve had Aetna for a year and have never been able to log onto this app. I’ve reset my password twice, and spoken to customer service about potential account lockout. Each time I try to sign in, the app displays a page that states that the service is momentarily down and offers to redirect to a secure log-in webpage. No luck there either, as it just instructs me to do whatever I need to do by calling customer service with the phone number on my card. I get mail about how awesome the Aetna app is, and the features honestly sound great. Virtual therapy session offerings, wireless prescription mgmt, online dermatologist recommendations- but I can’t even log on. I’m going to be talking to my employer about why we even get our insurance through Aetna when other providers actually care about having an online presence.

Difficult to search for providers, impossible to have to log ins. Overall, I was excited to use the app rather than having to call Aetna all the time, but I have two problems with this one: (1) I have aetna for my dental (through my work, and I am the primary account holder) and my medical (through my husband). With the old Aetna app, I had two different logins to see medical or dental. Now both logins go to my medical insurance only and I can’t see my dental insurance details at all. There should be a possibility to have two cards and two accounts stored on the app. (2) When I go to ‘Search for providers’ all I can search for are the popular searches that the app suggests, I can’t type in what providers I need myself. Would be great if both of the above could be fixed. Also would be amazing if you could get pre-approval and understand how much you would be charged for each procedure with a specific doctor through the app rather than having to call.

5 Stars in 2015!. So yes, if I jumped on this app in 2015 I probably would have given it 5 stars, just look at all this information!! Sadly it’s 2021, and Aetna’s algorithm leaves a lot to be desired. Tried to find a Chiropractor, app tells me “You can use these Chiropractors in the area buddy!” and so I say thank you app, and book an appointment. Luckily the woman at the desk at the Doctor’s office was sharp, and after calling me back three times, finally realized that I was NOT cleared to go to their offices, since they were in network, but not in the “medical group” I selected. Like I said, in 2015, sure no problem. In 2021, you show me WHO I CAN ACTUALLY GO TO or you failed. Add to that the fact that the app makes me type out my sign in every time (doesn’t remember me, won’t use face recognition) and this app seems more like the winner at a 9th Grade Science Fair then something a Fortune 500 company paid a developer thousands and thousands for...

Not Reliable Information. My company went from United Healthcare to Aetna last year, & I’ve come across a lot of issues with not just the app, but Aetna overall (that’s a different story.) One of my providers has been in network this whole time, but Aetna’s billing system seems to be super buggy (confirmed not just by my provider, but also an agent from Aetna) where even though my provider has contacted them multiple times to resolve the billing issue, they’re still getting billed as if they’re out of network. The app states that I’ve hit my deductible (which I have) but because of billing issues, that it only counts towards out of network now. I can only hope that my company will one day go back to UHC, or a better provider, but for now, I’ll have to deal with Aetnas garbage unfortunately…

Getting better, but missing key features. While this app is getting better over time, it is still missing two important features. The first is the message center. I receive an email notification that I have a new message, and when I tap to open it, it opens the app. However the app does not have the message centre in it. When I go to the browser to view it there, it opens the app automatically. Frustrating experience. I would also like the ability to submit a claim via the app so that I don’t have to switch to my browser on my computer.

Issues with App/Website. Overall you’ve finally come close to getting it right!!! However normally I use your Mail-order Pharmacy for my medications. For one offs and emergency fills I’ve always used Walmart on Hope Church Rd. For whatever reason you have defaulted my local Pharmacy to Medley, whom I’ve never used, let alone heard of. Each time I try and price a medication you default me to Medley. Can’t you fix this??? Related to Pharmacy issues being a heart patient I’ve always kept Nitroglycerin Spray on hand for its convenience. But when I try and price it, your App/Site gives me an error that pricing isn’t available. I’ve asked about this multiple times and have been requested to attach a screenshot. Problem is you won’t accept screenshots or embedded images. Go figure. Lastly someone dropped the ball and I’m out of my 40 mg Furesomide and although the app says it’s available there doesn’t seem to be a way to request it. Thanks, Jack Collins

Aetna error/terrible customer service. I recently had a baby. We met our deductible and out of pocket maximum during that time. We received bills in the mail amounting to over $4k over our out of pocket max. I called customer service eight times and was told something different every time and no one could resolve the issue. We have insurance for a reason. We pay a good amount for our premium and we have a high deductible and max oop. We are willing to pay our max oop, which is no issue. Unfortunately, no one at Aetna can do their job and guide us in the right direction, so now two of my bills went to collections. No one seems to care and no one is being held accountable. When I asked to speak to a supervisor the reps said they don’t have one. How is that even possible? It’s not. There is always someone above someone and always someone in charge. This is causing me a lot of stress and anxiety. Stay away from Aetna! Also, the app is terrible! It doesn’t give us all of the information we need to navigate our claims properly.

Doesn’t function well. Infrastructure is 20th century.. Most recent issue: I lost my job and needed a document stating my last day of coverage, which was about 1 week away. Aetna could not produce a digital version, mail and fax were the only option. They absolutely would not help in my effort to get new coverage in a week, and could only say “I’m sorry” to the fact that their terrible infrastructure was going to leave me without coverage for a month. They don’t seem to understand that there are humans on the customer side of their business. UX failure: I cannot search for a doctor (there is no search bar). Cannot filter doctors. The only way you can find a doctor is to walk in front of the office building because it’s based on location with no other way of functioning. From a UX, and general usability position this app is dumb and pointless. What’s worse is when I had to call, the person took 10 min to do the search I could do myself, then they could only provide me with a phone number. Then after that the doctor office themselves won’t book appointments on Friday at all. I feel like I just warped into 1983.

User friendly App helps navigating your providers & bills. Nice App for searching Network providers and also easy access to check all the claims. Some providers details needs to be updated as after the Pandemic there are lot of changes occurred. The Payment system is 50% good & 50% bad , as it takes almost 30 days and more once you pay by Credit Card in the App however the providers doesn’t get the money immediately. It will be better if the App provides Payment details / links for providers and not AETNA Payment department which pays provider through a third party agent. I strongly disagree the payment mode as once we received a Letter from Provider stating that they had handed over to a third party to chase our payment whereas we had paid 2 months ago via our Credit Card. The issue was that we were not notified about the payment return back to our Credit Card after a month which is not our fault. This App is only good for searching Network providers.

Still the poorest and most inefficient health insurance app. The Aetna app has been consistent in two areas for the last several years, consistency in lack of redesign for the app and consistent poor performance. The app has not changed in years, it provides little to know real useful information without diverting you back to the web based platform, which is an exercise in how many times you can login despite being logged in on the app and the three previous tabs opened in your browser. The answers provided by Aetna are akin to a poorly written mystery novel, you know something happened and you owe some amount of money to someone but you are never really sure. Do not worry, there is a link that will explain it too you; nope it’s just another tab asking you to log in again. The one true feature of this app and Atena’s entire platform is security. No one can login that many times unless it is the user and secondly you can never get actual useful information about your healthcare coverage to utilize it in the best way possible, which lets be honest is the real goal of Aetna. My only wish is that employer moves away from them, as for the app abandon all hope ye who enters.

Dollar before member. I am a diabetic and had all just about in control using Tresiba and Mounjaro. It was a hard road suffering through Trulicity and Ozempic before finally having Mounjaro do well with my body. Had brought my A1C from 11 to 7.9 and changed to Aetna from another insurance. I had no idea that an insurance company would decide it just dd not like what I was taking. After so months of steady improvement, Aetna decided it did not want me on Mounjaro citing I had to take four of the five they requested first. I explained this was the third of the five that they were asking for though my body at 6 months of Mounjaro was doing great. Why switch something that is working? Long story short, they would not cover my medicine and then declined the one they said I had to take. Three months of fighting them and yes my A1C is climbing up again and I feel really bad. The only thing I can see here is their dollar was more important then their member. When do insurance companies now tell doctors what they need to prescribe to their patient?

Broken app, broken website.. For the last several weeks, major portions of this app have been non-functioning. Procedure costs, drug information, claims history… none of it loads! The only operable feature is the digital version of my insurance card. Very unfortunately, most of these same crucial features are similarly broken on Aetna’s desktop site; pages either failing to load, loading blank or replaced with the “We’re working on it” message. This app and the website exist because they serve a critical purpose- finding or managing one’s very health. The fact that they have been dysfunctional for such a long time is beyond insulting and potentially dangerous.

Latest update 3.4.0 is terrible. Doesn’t appear that much testing was done prior to deployment of the latest mobile app release. First thing it broke was Face ID login. Even after signing in manually Face ID shows enabled but still doesn’t work. Also the supposed new features aren’t showing available. Though it shows the version to be updated to 3.4.0 the app still is older version. Tried deleting the app and reinstalled it with same results. I have the latest IOS 12.3.1...this pretty pathetic from an IT perspective.

Use of HSA. It would be great if I could store my HSA card within the apps, or a related digital wallet, so I can pay claims much more easily without punching in all the card details repeatedly. My wife recently had a medical episode which resulted in about 10 separate claims for the bundle of care. I had to open each claim and punch in the card number, name, expiration date, etc. to pay each claim through the app. On the positive side - it’s a huge improvement to be able to pay claims through the app versus waiting for paper bills to arrive.

Do not use Aetna App to make a payment. Aetna failed to process my payment to provider twice. I placed payment for two of my claims using this Aetna mobile app. They both failed. I’ve got past due notice from the provider after I made payment. I called them to explain that I made payment via Aetna mobile app already and had a receipt. Then, a few days later, I’ve got refund for this payment, it was almost month later since I made a payment. I called the provider and apologized this late payment which was not my fault and sent a check them immediately. Now, another claim, I paid for the claim on Mar 19, 2019. Today, on May 14, I’ve got past due notice from the provider. So far, I didn’t see refund logged for the claim on the Aetna mobile app, so I thought my payment was processed and sent to the provider successfully. I called Aetna, I was on hold for a few minutes, and this is what they said: They, Aetna, sent my payment to the provider on May 25, 2019, 6 days after I made a payment via Aetna mobile app. However, the provider never cash it, hence my payment was automatically refunded. Then, why the refund wasn’t shown app soon? And, why payment process didn’t work? Why the provider never cash my payment, is it their fault or Aetna’s fault? My conclusion: I will never use Aetna mobile app to make my payment to provider. I will use my HSA account, the provider’s online payment system, or send a check!

Finding providers. What I want to use the Aetna app and website for most is to find a local provider. Often I have done my own research to determine who I would like to see, then I will check on the app to find out if the are in network. The functionality of this used to be relatively simple - when I would type in a name I would see a result of that doctor or practice, and there would be a line that indicated whether or not they were in network. Now when I type on a specific name it just gives me a list of similar types of doctors, but doesn’t actually give me the results I am looking for. Even if the doctor is out of network, I want to see the answer to the search that I put in. It is beyond frustrating to use this function of the app, and I still can’t get the answers that I am looking for.

Denials. Aetna is denying my preauthorizations and I feel like I have to fight for my health care at a point in my life where I’m retired and having health issues and suffering daily with pain and my day to day activities are affected. I suffered collapsed discs in my cervical spine in 2020 and have gone through steps to improve my health by way of physical therapy, steroid injections, and am at a point where I saw a neurosurgeon and together after CT scan and MRI we came to the conclusion that surgery is medically necessary. Aetna has required I have more physical therapy. I had to stop pt because it was causing more pain. I went for 8 months. I feel as though I have done all I can to get better but am at a point now where pt will not achieve the goal of improved condition. It’s degenerative disc disease protruding into spinal space pressing on nerves. I want to try pt, but don’t want to do it if it isn’t helping. My review is not a good one but I’m living with daily pain and denied health care I need.

Worthless so far. I registered online and have been able to get in through my computer, but when I try to go in through the app it auto-replies with a message that it’s only for limited users. What is the point of making the app available if only a limited number of people are using it, or can use it. My health insurance goes live on June 1 and everything about United Health was ready and working weeks before. Developers: please don’t ask me to email you with the problem. Either take it off Apple App Store until it’s fully functional for EVERYONE, or FIX IT!

Non response. I have contacted the consignee or representative several times requesting a letter confirming my healthcare coverage. Each time I was told a email with requested document would be sent along with a document via mail. The initial call occurred 3 weeks ago with 2-3 follow up calls. Still no email or mailed document received. Was told that the action would occur within 24-48 hours. Looking more like 24-48 days or weeks! This has been a very frustrating interaction with your representatives who have not met their commitments to their customers. The communication ends with a request for me to participate in a survey. Previous responses I have tried to be positive but no more. Frustrating is building with your inactions on my simple request!

No Signature Required!. When I order my specialty pharmacy medications it’s very nice to work with your employee that answers the call, the problem is you will not send them without someone signing for them. You tell the customer that a signature is required by Medicare but this is NOT true. Medicare doesn’t require a signature, your internal policies and procedures do. I’ve been taking these medications for 7.5 years and every insurance company, including yours, has processed the order with no signature required. When I started taking these medications 7.5 years ago you were my specialty pharmacy and did NOT require a signature. I hope you decide to allow the patient to order their medications without a signature.

Provider directory and price search for dental doesn’t work. I have called, and I have written, and Aetna‘s response to my problem is to send me a paper copy or a PDF of the current listing of program dentists. Unfortunately, participating dentists might change, and I don’t want a paper copy every time I need to look up dentists. I don’t know why the app and the website both fail to provide me a listing of dentists by name or location. The app also promises to allow you to look up prices for procedures for the vital savings program, but the phone reps tell you that’s not possible. Interesting that this all worked BEFORE I signed up, but now that I’m a member, I can’t look up dentists on my own.

Very Pleased So Far. I just retired in December ‘22 so January ‘23 was the beginning of my foray into Medicare. I chose Aetna Medicare Advantage as it provided the best low cost option for me. I had to chose the HMO since I didn’t want to spend all of my retirement dollars on benefits. I have to say I have been pleased. I have had to pay some out of pocket fees for special doctor visits, but there is no monthly premium, no fees for generic drugs and low out of pocket maximum. What’s not to like? Thank you Aetna for providing a plan for those of us who cannot afford the higher cost plans which I was able to afford when working.

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App completely useless. I have been trying to load my account on the Aetna app (iOS) for over a week now and all I get is “unable to load account, please revert to our website” This is a complete waist of time due to the fact the website only shows your ID card and does not produce and E-card which is what Aetna wants in order to process a claim. Please fix your app!

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Useless. If you want to submit a claim, you need to go to the website. If you want to see your benefits, you still need to go to the member website.

My user name is my email and it’s too long for the app. As described in title. Please fix this problem.

Enable staying logged in UX. Please enable staying logged in on the user’s device. In a medical emergency it’s not feasible for someone to struggle inputting your username and password/ logging in to find what’s in network. Delays can mean the difference between life and death. If we’re incapacitated the last thing we’ll be capable of is inputting the login credentials. Think stroke, heart attack, seizure, car crash, etc an infinite list of possibilities

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Please save payment info!. Nice easy way to see what you owe after a visit. You can pay with your HSA, bank account, or credit card, etc. It stinks that there’s no way to save your payment info. You have to type in your credit card information every time, it doesn’t let you autocomplete any fields or scan your card (which I’m pretty sure is an iOS feature). Also the name fields don’t even capitalize the first letter when you type in them. Details like this are kinda sloppy and I think the app devs could really do better.

Customer Service Rep. Thankful for each of CSR that was so helpful each time I contacted them. I was in a panic mode not understanding what or why my medical bills were pending. I’m not computer savvy and were having medical issue and at times it was hard for me to understand but each one were very patience and helpful from your technical support to the CSR. Thank you

Less functional than previous app. I feel like this app is less functional than the previous app. My login does not populate correctly. It is difficult to navigate. I can’t even look up a procedure. Truly, it looks very low end (given this app is produced by one of the most valuable companies on earth). Maybe have some respect for your customers and put a little effort in to making the app more user-centric. Honestly, FaceID has been in use for quite some time and the app doesn’t even support that. No one is on it because it’s “fun”. People are seeking information. Why not make that easier for them?

Disappointed. I needed Caremark as a mail order for specific Manufacture medication. As I switched my Medicare plan I was promised Aetna will get that medication with no problem through Caremark. I was mislead by the sales person .As I asked my dr. To submit the request for this medication through Caremark I noticed in Aetna app that my script is on hold -out of stock. I was on the phone for two days speaking to Aetna reps that didn’t have the answer for me why they can’t get my medication. Since it’s control substance med I was left with no medication struggling to find local pharmacy that will help me. My dr. Waisted there valuable time to sent two scripts to Aetna Caremark just to find out later they had to be cancelled and new script can be processed at a local pharmacy I found myself. Bottom line it seems that Aetna is using there pharmacy according to zip codes location and and your medication can be out of stock means not available . Now I am stuck with Aetna till the end of the year - that’s the realty in 2024 so sad.

Bad recent update. Ever since I updated this app over the weekend it takes me about 5-10 tries to view any EOB. It just says “no connection” as though I do not have a wifi signal. I clearly am not having WiFi issues at this time, and this problem has been persisting for days. If I try to click on my profile it says “come back soon! We are having issues” I was hoping this would clear up after the weekend passed but it has not. Please fix these bugs! Also, for the record I have tried to access the same info across 3 different devices and the problems are consistent on each.

Thank you !. Thank you so much for all you doing , is wonderful ensure company, I love the Aetna app es very east navigate, and the service es very professional and helpful , all the staff is amazing, is very nice and helpful to speaking with the nurse and review all the medication and fallowing my health. I have good experience with Aetna easy to recibir the message and sending . Everyone is very friendly and professional with all information. Thank you and Happy Holidays 🎄 Tiky M.

Unable to select birth date to link to account. In my attempt to enter personal information in order to link up to my Aetna account I was unable to complete the process because of the way the calendar is set up for entering my birth date. Rather than selecting month, day and year separately it only provides a calendar with arrows to scroll backwards or forwards. Try scrolling backwards for 65 years. So I did and then when I finally got to my birth date the calendar wouldn’t stop moving backwards. I couldn’t stop it so had to close the app. After a few attempts I gave up.

Not iPad Friendly Yet. This app is adequate for the limited uses of checking pharmacy refills and some claims though the website is much better for detailed EOBs. Biggest gripe so far and I just installed this today, the app is stuck in portrait mode for iPhone and does NOT auto rotate when on an iPad. Not even the little utility I have to force apps to go into landscape will work on the Aetna Health app. PLEASE make your app iPad friendly and support landscape display! Otherwise the app works generally well for my uses. Thanks

Fix TouchID!!!. For the past few year’s worth of updates, TouchID won’t work. Each time I update I hope it will finally be fixed but it never is. It usef to work many many releases ago but no longer. All my other apps work fine with it so it’s not a phone, Apple, iOS, or user problem. Go to menu and select Enable Touch ID. Place finger on the Home button to read fingerprint. Get Failed, Try Again Later message each time. No specifics on the issue and no way to report it. VERY FRUSTRATING!!!

No info/functions except claims and insurance card. I’ve been using the older app (teal “ae”icon) and today when I logged in to that app I was prompted to try the new app (purple “a” icon), so I downloaded it and logged in. My ENTIRE purpose was to refill a prescription and there’s literally no information on my prescriptions, much less a way to do a mail order refill. No place to store card info to pay for my meds. No care team information. Looks like the provider search for my area might work, but I almost never need that. Basically, this new app only has claims information and my insurance card. That’s it. What, exactly, is the point? I’m sticking with the old app.

Worst app ever. This app used to let me see a list of the providers I could go to and their numbers. Now all it does is link me to other places with no ability to see what is covered under my plan. There is no icon for “search providers”. It used to let me do this. Now it just give me my ID and EOB forms. Which is great until you need a doctor and have to jump through hoops to find one. Seriously, I have to log on to the website and search as a guest, and even then it won’t populate the names alphabetically, and have to scroll endless or pray I know the location and the map feature works.

Horrible service. Transferred frequently. Representatives hardly have the answers and simply pass you along to another person so you have to start all over again and get the same treatment. Passed along again from one department to another and circling back. Then after an hour or more, still no answers. Does anyone there know how to provide good service? Does anyone there know what customer care is? Might be better to not answer a customer call if all that will happen is frustrate a person who is sick and needing direction within the limitations of their plan.

Sick of Logging In. Why am I constantly having to log in — manually at that! Every other app uses fingerprints! I might as well use the site instead of taking up valuable space on my device. Furthermore, it would be nice to have a list a doctors that ACTUALLY STILL ACCEPT AETNA! Do you realize how annoying it is when o call provider after provider, only to find out they no longer accept Aetna and haven’t for some time. One doctor speculated that you do it on purpose to avoid certain repercussions for lacking a contractual requirement. I can’t wait for my company to finally find a real insurance company. I know it will be before you actually build a decent app.

Responsiveness Excellence. I have had 2 occasions recently to contact Aetna regarding coverage questions. In both cases I sent a message through the patient portal. In both cases I received a response within hours answering my question and giving me direction on how to proceed. I am extremely satisfied with how this process works. Thank you to the Aetna response team.

Useless. I'm deleting it as it's useless. Has no separate options for just dental, prescription or medical searches. Can't search for anything in fact. You have to go through ALL claims to find anything you may be looking for. It is insane. No access whatsoever to mail order pharmacy and it's full site options for your prescriptions or even questions and ordering refills. This app is shockingly bad and poorly designed for real world usage. To the person responsible for this "thing", you, sir or madam, are an idiot. Thoughtless and lacking empathy to what patients need to access quickly and easily from the American multi payer system.

App useful. Love the app and the functionality of always having you card. I find it difficult to manage claims. They are not listed in a fashion letting you know what is actually paid, and what you still need to pay. It states what you are responsible for, however not if I have actually paid that or not. Essentially there is no receipt with information tied to the claim once you pay online. You get an generic email with no information. So I needed to call and make sure I had no open claims still.

Always having technical issues. Though the app looks nice and streamlined, every time I try to look at my plan/online insurance card, it always says that they are having technical issues on their end. This proves extremely frustrating with no mailed physical card. I managed to print my card from the website via my school, but if I want to access the card on my phone it’s never worked. Please fix whatever “technical issues” you’re having or tell me how to fix them so I can actually use my insurance. Thank you.

Can’t wait to change health care providers. I had Kaiser before this and honestly, you get what you pay for. I only switched from Kaiser because I moved outside of the coverage area. Oh how I do miss Kaiser. It has been awful trying to get competent care. The nurse practitioner never addressed my actual symptoms and really pushed antidepressants even though I never reported being depressed. I had to jump through hoops to get referrals and seeing other doctors is overly complicated and it is not clear what the costs are associated with visits, bloodwork or anything. It is the antithesis of the pleasant experience I had a Kaiser. I will definitely be switching during open enrollment.

Much better update. THANK YOU for finally adding pharmacy refills back to the app. Very much appreciated. I rarely use PC and do everything on my phone. UPDATE: Still USELESS. After several updates, I was hoping you’d bring pharmacy back to the app, but NO. Don’t Aetna developers realize most people use their phone for almost everything?? I was at the doctor’s office the other day and was trying to see if I had any refills left, but I couldn’t. PLEASE ADD PHARMACY BACK TO APP Although new UI seems a little better than old app (which has been rendered useless), where did pharmacy availability tab go? There is no option to access pharmacy. I can no longer order refills or check refill availability. I must go to website. APP IS LIMITED. Developers should make sure app encompasses most everything website does. UGH 😫

One annoying flaw. I really enjoy this app for its purpose, but EVERY time I open this app, it asks me to put in a valid email because apparently my email is invalid (it is not - and I don’t see this pop up on dekstop). It’s so annoying to have to keep entering in the same information every time I use this app. Is there a fix for this? Am I stuck seeing this every time I need to check on my healthcare information?

Fairly useless. I received an email about having used up a benefit. I can’t access this info from the app. I have to go to my computer and log in to the website to see any real information. In fact, the app is fairly useless except for viewing basic info, like when an EOB has been posted, but I can’t see the actual info on the EOB. I tried to look at my prescription benefit usage and it will only show that of the primary insured. The only real use for the app is to access the insurance card info!!!

Doesn’t provide updated info. I went to the hospital that was in network for an emergency (knew by looking at the app that was in network and have the screenshot to prove it). Was billed as out of network. When talking to customer service she states we should not look at the app for in network doctors or hospitals but to call. So apparently in a medical emergency we should call first and then go since the info at our finger tips is never correct!! How can we trust an insurance company for our health care needs when they can’t even provide us with an app with updated information????

Claim Denied. My husband had surgery April 2021 at Providence Hospital in Anchorage AK, Providence is in network, the claim was denied because they said it was not in network, we have been calling every month since the 1st bill from the hospital for $72,000 that they say we owe! The claim keeps getting resubmitted, every time we call they say they don’t know what happened the hospital is in network, we will resubmit. 7 months have gone by and we still are billed for the $72K we are now contacting an attorney. Oh, the doctor got paid no problem. We have never had this problem with Aetna before, but this is out of control.

Aetna continues to have USELESS search. This app is harder to use than the previous one and continues Aetna’s history of totally useless search mechanisms. Example: I was looking up urgent care facilities where my daughter will be going to college in the fall. The nearest was listed as almost 100 miles from the school. Seems odd, right? I did the same search for our own town and found the closest to be about 60 miles. There are, in fact, at least three urgent care clinics that will take Aetna here. One of the search results listed a Red Med about 100 miles away. There is a Red Med about 10 miles from my house. What the hell, Aetna? Glad I’m not feverish or bleeding and looking for an urgent care.

Unfortunate App. It is a terrible app! First of all, I can not login the app, it takes the user to website then even if your credentials are correct, it does not accept it. Then resetting password and you are able to login until next time if you attempt to login, it repeats the same problem over an over. The secondly, it does not apply my coverage literally even I have, need to call and explained it many times. Just time wasting at all! They need to improve the quality for testing to solve all these issues. Otherwise, it’s not going to have a good user interface for the clients.

Doesn’t have the functionally I need. The app looks nice over all its fairly easy to navigate. The main reason I visit the Aetna site is to submit claims. The website suggested using the app (since I was on my phone’s web browser) so I did. You are unable to submit any claims using the app. Currently the only way to submit claims is either to print them out and send via mail or the secure messing. The app doesn’t have a messaging feature and doesn’t provide an alternative way to submit claims.

Useless app!. I don’t know what they’ve done to this app but they have ruined it it is totally useless. I usedA month ago and it was excellent it gave me all kinds of information without any problem. Today it didn’t give me any information that was useful I couldn’t find doctors in network it only gave me information and things within a mile of me that isn’t what I needed. Then I went to the website and it was just as bad as the app! Something has happened they’ve changed it and it’s totally useless I am going to have to CALL and I have been a member of Aetna services for years! Fix this app!

Over 30 years of quality service….. It’s rare when people look forward to seeing their Doctor’s. My husband and I have been with the same physician for almost (if not) 30 years now and I’ve been with Aetna as long. Both provide outstanding service and I wouldn’t trade them for anything. I’ve NEVER had a problem with a test result, claim or communication with a representative. Thank You Aetna.

Handy App with all information in one place. This app is very helpful when trying to manage all my bills and track my expenses existing claims, keep a record tracker, when my faculties are slowly giving up. I count on you as a service provider and timely payment on claims is one of the critical needs for medical costs. Enabling the members with their real time information is exciting. Thanks

EOB. As a well established insurance company, you know that your members typically have flex account or HSA. You also know those companies require EOB’s from your members to utilize their accounts. Yet I have gone to your website and to your app and in both locations - even though I have had so many medical procedures, I have met my annual maximum and deductible, there are no EO bees in my account in either area. I will call to find out if I have missed something, but I am placing this complaint because it should not have been this hard. This feels intentional on at this part to limit their transparency.

Share holders before patients. We met our deductible my wife’s surgery was approved after a second opinion said surgery was the only option The surgery was declined two days before it was to happen some pile of crap in Aetna van override two surgeons means that share holders are put before patients This is why socialized medicine works in other countries and people don’t have to put up with this garbage If I could only make the dirtbag that declined it feel the awful pain she has felt for months Funny when someone lacking empathy feels the pain they really want help then

Fix Face ID and add Message Center. The things they’ve included in the app are well done, but the app only handles about 20% of the website function. Message Center is still a separate page that the app doesn’t have. Meaning any time you have a message from Aetna you have to login online instead of in the app. Push notifications from the app would also be a welcome improvement over email alerts. To top it all off, there’s a button to set up Face ID, but it just fails. What’s the point of building an iPhone app if they don’t incorporate the available features.

Aetna is a roadblock to health care. I have been dealing with a back issue since November 2022. Every single test the doctor ordered had to be preapproved — MRI, Myelogram, EMG, two injections. Now we are at the point of surgery and this gets denied. I cannot walk at this point due to the nerve pain, and now I have to wait longer and the doctor has to present my case to Aetna. Every authorization took a week or longer to approve. So frustrated with Aetna. What a slap in the face to the doctors who are treating me. I guess Aetna knows better than my doctors. Until this back issue, I have been a very healthy, active person. That should count for something if you look at my history.

Good but needs improvements. Great to reconcile bills with insurance. I love that i can pay my providers through the app. You can also connect your HSA and FSA accounts to see the balance. My only issue is that you can’t save the HSA/FSA/credit cards for payment purposes. You have to enter your card information in every time which can get very annoying. It’s almost angering to see your HSA balance when looking at claims, but not being able to use it with a couple clicks when you want to make a payment with it.

Use it because I have to but don’t recommend. tl;dr Claims to offer the top things we need like pay transparency and medical spending, but these features rarely work. No point in having the app installed. The app touts features like pay transparency. Although we supposedly should be able to see how much a visit will cost, whenever I actually pull up a doctor for a specific service, there is no information available about cost. What’s the point of including this feature AND having your agents advise me to use this feature, when there isn’t any data available and I have to call customer service anyway? Also on the issue of pay transparency, I can no longer see the summary of my medical spending. This just disappeared one day after submitting a claim. I now only use this app to review recent EOBs, although not too recent because there’s a lag before these show up.

Issues. I receive a notice to update a prescription and I hit the hot key to go to the site, thinking I can now order my meds. Nope, have all sorts of choices and can’t see the pharmacy. Find it and put my med in my cart and can’t find my cart. Have to get out and go through the app. Have a med that I used once for a procedure and want to remove. Can’t find a way. Have a med that the dose has changed, keep getting notices, no way to change that. Hate the phone, but I guess I will have to go through that process.

Completely terrible User Experience. Unless you’re a “special member” you can’t use this app at all - just use the beta program that Apple and Google have! Then when you are redirected out of the app - you know, since you can’t use it - when safari opens, it opens to a completely blank unusable page. It gets better: I think “okay, I’ll just use chrome instead?”. Nope... the Aetna mobile site on chrome won’t allow you to log in with multiple tabs open for some reason (face-plant)! I’ve seen some pretty terrible user experiences, but this one, man is it a certain special type of terrible

New to Aetna. I am new this year to Aetna . I am very pleased so far. I had Aetna as a supplement insurance at one time but, when I went to a Part C , Medicare Advantage Plan, my Insurance man signed me with Humana HMO Gold Plan. I was not satisfied with that plan from the start. Aetna is a company you can trust. My husband had Aetna years ago , with his work so we are very familiar with Aetna. They have always treated us right. I look forward to a good year with Aetna.

No information on checks nor on EOB statements. I sent in a statement of my expense. You sent me a check with explanation of how to get details online. I went online and got a message to try again later because you are not giving EOB’s right now. The amount on the check does not match the amount of the bill. I have no way of knowing what the check is supposed to cover. Or if there is a mistake. You already spent money sending the check and the explanation of how to access the website. In just one more line of type you could just tell me the date of service the check is for. That would be enough to figure out the amount of the bill the check covers. If you wanted to you could also give the amount of the bill. It would make it easier, but not absolutely necessary. So how about it. Could you add one line to the check stating the date of service the check is for. Thank you Suziwsmith

Completely useless. This app will not load my card or personal information despite adequate WiFi and signal. It cannot manage to keep me updated on providers in and out of network. It doesn’t match with my specific coverage plan, nor does it match with their online version of the website or have up to date information of coverage and benefits. Additionally, the contact us function is faulty and does not have a viable phone number. This app does not help me use, manage, navigate, or understand my health insurance and coverage in any way; it directly counteracts all of those goals.

Aetna nightmare. Since getting off my husbands self plus one plan and getting my own self only plan with Aetna,has been a nightmare. When I call to confirm I am covered, I am always associated with my husbands plan ID number and not my new plan ID number. It is very frustrating. I called in the second week of January 2023 to update my dental to the freedom of choice plan and add my dentist. When I called on 23 January to confirm the change was made prior to my dental appointment. Imagine my surprise when I found out the change was not made and there was no record of me call requesting a change. Do better Aetna.

App is not very good. I haven’t used the insurance yet, so I can’t say either way about the medical care. But, the app is lacking in many ways. I’m looking for a way to access billing. I need to set up auto pay, and there are no options for this. There are no ways to contact customer service, such as text or email. “Member Resources” it’s just a link to schedule a flu shot. You can’t access plan details. When you click on plan details, it tells you to go to the website, which has been out of operation for 3 days. You can’t call and get auto pay set up through customer service because “the system is down”. It’s really like this, “I have insurance I can’t use”, and “I can’t keep the insurance because there is no way to pay for it.” Customer service transferred me to the automated bill pay, gave me a system ID number, and it doesn’t work in the system. So I really can’t do anything with any of it.

Multiple issues with app. I downloaded the app, but it wasn’t were useful. There is no option to add the card to the digital wallet (that was the main reason I choose the app). I was trying to view a couple of claims, but got the message that it wasn’t available. I guess, for the simple use or option to have your card somewhere in the phone it is ok, but it is not worth to have another app on your phone with limited capability other all.

Mobile app needs improvement and services as well. The mobile app is super basic and doesn’t provide accurate information and I can say the same about the website. If I ask for a particular medical field I get lots of different physicians that don’t cover my needs or what I am looking for. I see lists of specialists that I need referrals for. In general, this company disappoints me and wish I had better health care coverage choices but unfortunately this is through work and it’s like I have to tolerate a terrible service and company. If I had better choices this company would not be one of them!

Worst app ever. I’ve had negative experiences with this app and insurance carrier. App seems like it was created in a rush and everything was thrown together. There is no advanced search and the addresses of the in-network providers aren’t accurate. It’s very basic and doesn’t really give a lot of information on providers. I have called literally 3 times to request an email with the list of providers and believe it or not, those who have taken my call have not been able to successfully resolve this simple tasks. They were are very kind and professional, however, for whatever reason, it’s been unsuccessful.

Cannot Log In. I downloaded the app, created an account, and I am able to log into the website on a browser. So far so good, but the app will not log me in and then forces me to go to the website if I want to do anything. What is the purpose of the app if it simply directs you to a website in a separate app. I have contacted customer service by phone and they said they would “escalate” the issue. Nothing happened. Then submitted a message through the website on a browser after logging into my account. Nothing happened. So far a useless app that has wasted my time to include the time it took me to write this review.

Referrals to see an Eye Doctor. Upon joining Aetna/medicare advantage value plan, I received a external service request for care outside of metro health system. I’m new to your plan, and not one to understand the Internet well. I went to my eye doctor, who removed my cataracts a few years ago. I thought the above was an actual referral. I had an appointment for February 16, 2023 and was turned away, not having a referral. I had assumed this form above mentioned was what they were looking for. It isn’t ; rescheduled the appointment. Was instructed by customer service to obtain a fax number to get the correct referral form. And anyway to let the patient know what actions I have to take to be seen .

This app is a joke!. How can you even call this an app?! Login is covered by other text making it nearly impossible to plug in your ID and PW. Once you do get that in message comes up saying how hard you are working to make the app better.......and it is only available to a select group....who exactly are these select folks? Says you can go to the full website....oh and once again plug in your ID and PW....really....why are you even offering this as an app? And after you go though this insanity to get to your web site and try to find out what coverage you personally have.....it allows you to click on that area of the webpage but alas nothing there....joke that really isn’t funny.

Awful Insurance that cost me over £1000 denied. Aetna has consistently denied all my claims even though they are all within the bounds of the insurance. They've denied my claims because there was no paper receipt/proof of GP visit, even though the only proof the GP had provided me was the emailed appt copy/receipt of purchase, which should be enough. Aetna also requests a 7 day turnaround for additional information for each claim and if not followed, completely rejects the claim. When a claim's submitted and there's no word until months later then I'm expected to answer within 7 days, which has happened when I've been on holiday or in an extreme work crunch, there's no chance.

Screwed. Over a year ago I downloaded this app and created an account under my membership card. Last September my wife got her own Aetna account and now when I use the app to login the the only shows her card and not mine even though the account was created using my membership number. Plus the app still only shows the family members that were on my account when I created it. But when you login on line my account seems fine. I spent over an hour on the phone with the app people and they had no clue on how to fix my app account.