Aetna — Local services in Hartford

I feel disingenuous for even implying that Aetna deserves 1 star out of 5 by giving this rating above. If possible within Google's rating system, I'd provide a more accurate representation, which would likely be a Zero or Negative star experience. My issue: I'm currently 13 months into discussions with Aetna to provide insurance coverage for the simplest claims of my newborn child - a pediatric doctor's visit. My doctor, my employer, my health benefits system -- all of them have one common goal, providing the necessary healthcare to my newborn child. The singular party that remains unsupportive of the above goal, to support my child's health needs, is Aetna. I've spent hours on end talking to customer service reps who refuse to actually listen to me as they spit out incoherent responses to my questions and concerns. I've facilitated conversation after conversation between Aetna and health providers (the pediatrician doctor's office) to make sure that all channels of communication are open and that each side is able to understand one data and information is needed o fulfill a healthcare claim. Aetna has proven, time-and-time-again, as an entity that is incapable of servicing my child's healthcare. At this point it is hard to distinguish if they are unwilling or unable to support my family's healthcare. Despite intent, the results are the same -- ineffective support of my family's health. It's a real disappointment that this is what our American healthcare system has come to -- that Aetna is considered a reputable insurance company. However, maybe I'm incorrect about their reputation. As I read the rest of the comments on Google's review page, I don't feel alone about my experience with Aetna -- as they seemed to have cornered the market as one of the worst insurance companies. Truly, I've never seen lower ratings on Google than what Aetna is able to provide for their customers. So at the very least, their service is consistent. You know, with Aetna, exactly what type of inhumane and callous customer service you can expect to receive. To remain sane and find humor in any situation, I've actually come to look forward to my 2+ hour long phone calls, most of the time spent on hold, waiting to hear what creative way they can dodge any responsibility and give me a half-hearted response to my issue. Aetna -- you're truly a one of kind...

As a new Aetna member, have concerns about medications not being accepted even though a doctor sent in the prescriptions a week ago and other pharmacies have accepted them for decades! With Aetna, the only mail order choice is CVS Caremark. When I called the phone number on the Aetna membership card for "pharmacy", I had the worst customer service (or lack of service, I should say) of my entire life from LATWEETA, so she claimed her name is. Rather than professionally listening to and addressing my concern, she laboriously asked multiple questions repeatedly while putting me on hold several times for several minutes without good reason or apology. After being on the phone call for no less than 20 minutes, she arrogantly dictates that I need to call back again another time. When I expressed displeasure at not being able to settle everything on this lengthy call, LATWEETA got irate and threatened to end the call! When I promised her I was going to write a negative review for her performance, she didn't care. Aetna needs to make her care about mistreatment and nonperformance of a customer! LATWEETA, who answers the phone in the 'pharmacy' department, has been an absolute and complete nightmare during my first contact to the company. Due to her, Aetna...

Truly one of the most evil companies I’ve encountered on American soil. $50,000 out of pocket in 12 months due to repeated denials. I can no longer work due to my pain and mobility issues. I have had to sell my assets to survive. Every time there is imaging ordered for my spinal injury, my hip condition, my injured knees and shoulder, they leave the claim pending indefinitely, regardless of whether there is 4 days advance notice, or 45. The moment the appointment time passes, the claim is then suddenly approved the next morning. But only after I have signed the self pay waiver which revokes my right to claim reimbursement from them. Then they void out the claim so it doesn’t appear in my online account. Nearly ONE DOZEN imaging appointments later the pattern is consistent. Customer service is remote workers at home in some other country with zero empathy and zero knowledge of medical billing, where you can hear literal roosters in the background on the call! Even hospital networks here in Georgia have opted out of this insurance so I can’t even reliably get emergency care. Anyone who works for this company should be ashamed that they have contributed to the conquest of this absolutely sick, evil, and greedy...