Question:
How does anyone get through to someone handling a case at Aetna?

On this site, and on specific profiles, I see people who have Aetna insurance. Everyone goes on about "keep on them"... and speak to the person(s) directly handling your case. My question is.... how? I have been trying to so hard with dozens of phone calls only to be told, "the only information you can get is what's on my computer screen"... nobody will transfer me or anything. My papers were submitted to the insurance company 5 days ago, and I got a verbal DENIAL to my doctor. What's next... help! Anybody have any good numbers for Aetna to speak to someone who cares? Thank you so much.    — Jennnifer (posted on March 7, 2003)

March 7, 2003
Thank you for your response. I will sure keep on them with an appeal. It's just that I can't get any info from Aetna in any phone calls. They won't even tell me why I was denied. It's sooo frustrating because I can't talk to anyone who means anything. -Jennifer
   — Jennnifer

March 8, 2003
I have Aetna PPO. I'm in the waiting for approval stage. It has been 8 weeks since my doctor submitted the paperwork. My doctor's office is handling most of the run around from them. I also have called and am told they have no answers. You have to talk with the Pre-Certification nurse. Call the Pre Cert number on the back of your card. You have to prove a medically supervised diet for 6 months + and that you have been obese for 5+ years. I'm waiting for them to review all my documentation from my past physicians before I hear. I'm hoping to hear next week. Good luck to you. Janine
   — Janine W.

March 10, 2003
Remember when you are calling the insurance company they are usually just customer service reps. If like the other poster said, you have a pre-certification or pre admission phone number on the back of your card, call it. (They'll transfer you plenty! *smile*) If not, and you only have the customer service number demand that they transfer you to a supervisor. Tell the supervisor that you MUST speak to someone in the pre certification dept or the case management dept. If that doesn't work you can try going thru your HR dept to find a contact person for the insurance company. The key is just to be persistent! Good luck!
   — Robin J.