Alyssa Lane
Aetna is one of the oldest and largest health insurance companies in the United States, providing health insurance since 1853 and currently covering people in all 50 states. The company has received mixed reviews from customers. While some customers have praised Aetna for its affordable rates and financial stability, others have complained about its poor customer service, lack of medication coverage, and difficulty in filing claims. According to the National Association of Insurance Commissioners (NAIC), one of Aetna's companies has 7% fewer complaints than average for a company of its size, while its Texas branch receives over twice the average number of complaints. Aetna has also received recognition for its customer service, receiving a J.D. Power award in 2010 and an A rating from A.M. Best.
| Characteristics | Values |
|---|---|
| Customer satisfaction | High, rated A+ with 835/1,000 from J.D. Power; rated above average in certain regions in the U.S. |
| Customer complaints | Large volume of customer complaints; 0.75 complaint score from Consumer Reports, which is better than average |
| Affordability | Top half of companies for affordability; rates are cheaper than the national average |
| Breadth of policy offerings | Did not rank as highly as other insurers |
| Customizability | Highly customizable selection of plans; customers can pick and choose deductible amount, type of coverage, and provider |
| Provider network | Large provider network; most plans also cover out-of-network providers at a lower amount |
| Coverage | Offers health, dental, vision, life, and supplemental insurance, as well as Medicare coverage and group health insurance |
| Claims | Simple to file claims; policyholders can file by phone or online |
| Discounts and reward programs | Does not make information about specific discounts or reward programs readily available |
| Online reviews | Mixed reviews, with some customers reporting issues with coverage and customer service |
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Customer satisfaction
Aetna Insurance, one of the nation's oldest and leading healthcare insurance providers, has a mixed record when it comes to customer satisfaction. While it has received recognition and awards for its services, there have also been a significant number of customer complaints.
On the positive side, Aetna has received multiple national awards over the years. In 2010, for instance, the company received a J.D. Power award for customer service and was named International Provider of the Year. Additionally, A.M. Best, a rating agency, gave Aetna an 'A' rating, indicating excellent financial strength. This rating considers factors such as balance sheet strength and operating performance.
Aetna also ranked well in terms of affordability, digital experience, and overall customer satisfaction in certain regions, according to Insure.com. When asked about renewal, about 87% of customers said they planned to renew with Aetna. More than 80% of customers expressed satisfaction with the company's online and mobile capabilities.
However, there have also been numerous customer complaints about Aetna. The company has a high volume of complaints filed with the Better Business Bureau (BBB), with over a thousand complaints in the past three years. Customers have reported issues with incorrect plan sign-ups, reimbursement delays, and problems with prescription coverage and medication availability.
Despite the complaints, some customers have indicated that their concerns were eventually addressed and resolved to their satisfaction, as evidenced by responses from the BBB. Additionally, according to Forbes Advisor, Aetna stood out for having the lowest level of complaints about its individual health plans among the companies analysed, suggesting high customer satisfaction and smooth claims processes.
Overall, while Aetna Insurance has received recognition for its services and has satisfied customers, there is also a significant number of customers who have experienced issues and frustrations with the company.
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Affordability
Aetna is one of the nation's oldest and leading healthcare insurance providers and is highly rated by A.M. Best and the Better Business Bureau (BBB). It offers a variety of health plans for employer groups and a limited number of plans (Medicare supplements, dental plans) for individuals and families.
Aetna's rates are cheaper than the national average, no matter what plan level you choose. A Silver plan with Aetna costs $502 per month, on average. Aetna is good at delivering customer satisfaction, earning about four stars in this category. The company did well in J.D. Power's 2024 U.S. Commercial Member Health Plan Study in certain regions, including Delaware-West Virginia-Washington, D.C., the East-South-Central region, the South Atlantic region, and in Ohio and Virginia.
Aetna ranked in the top half of companies for affordability, but other insurers did better. Molina took the top spot in this category. Aetna's CVS Caremark Pharmacy is ranked below average, both as an in-person location and a delivery service, according to J.D. Power. The company rated several areas of customer satisfaction, including a pharmacy's discounts, how prompt a pharmacy is, and how well a pharmacy resolves problems.
Aetna does not make information about its specific discounts or reward programs readily available. Interested customers will have to work with an agent or broker or contact the carrier directly to find out more about savings opportunities.
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Customer complaints
Aetna is one of the nation's oldest and leading healthcare insurance providers and the third-largest health insurer with 12% of the market share. The company offers a variety of health plans for employer groups and a limited number of plans (Medicare supplements, dental plans) for individuals and families.
While Aetna has received praise for its affordable rates, the company has also received a large volume of customer complaints. According to the National Association of Insurance Commissioners (NAIC), the company has received over a thousand customer complaints in the past three years, with the Aetna company in Texas receiving over twice as many complaints as the average company.
In addition to issues with prescription medication coverage and claims filing, some customers have also complained about the company's customer service, with one customer stating that they had made dozens of calls to Aetna, their pharmacy, and their doctor without resolving their issue.
Despite the large volume of customer complaints, it is important to note that Aetna has also received positive reviews for its customer satisfaction in certain regions. The company was rated above average for overall customer satisfaction in the Delaware-West Virginia-Washington, D.C. region, the East-South-Central region, the South Atlantic region, and in Ohio and Virginia.
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Response times
Atnea Insurance strives to provide prompt and efficient customer service, ensuring that all queries and claims are addressed in a timely manner. Their commitment to responsiveness is a key factor in maintaining customer satisfaction and loyalty. Here's an overview of their response time performance:
- Emergency Claims: Atnea Insurance understands that certain situations require immediate attention. For emergency claims, they guarantee a rapid response time, typically within 24 hours of receiving the claim. This quick turnaround helps customers manage unexpected events and begin the recovery process as soon as possible.
- Standard Claims: While not as urgent as emergencies, standard claims are still given prompt attention. Atnea Insurance aims to initiate the claims process within 48 to 72 hours of submitting all the necessary documentation. This includes assigning a dedicated claims adjuster who will guide you through the entire process.
- Customer Inquiries: You can reach out with any questions or concerns through various channels, including phone, email, and online chat. Atnea Insurance is committed to providing timely responses to all customer inquiries. Their dedicated customer service team ensures that you receive the assistance you need without any unnecessary delays.
- Online Portal: They also offer a user-friendly online portal that empowers customers to manage their policies, submit claims, and track their progress conveniently. This digital platform is designed to provide real-time updates and facilitate seamless communication between customers and their dedicated claims adjusters, enhancing the overall responsiveness.
- Claims Resolution: Atnea Insurance is dedicated not only to quick responses but also to efficient claims resolution. Their claims adjusters work diligently to assess and finalize claims as soon as possible, ensuring that customers receive their entitled benefits without undue wait times. They consistently meet their service level agreements (SLAs) for claims resolution, demonstrating their commitment to timely service.
Atnea Insurance recognizes the importance of timely response and resolution in fostering customer satisfaction and loyalty. By maintaining efficient response times, they demonstrate their dedication to supporting customers during their most vulnerable moments, building trust and long-lasting relationships.
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Coverage
Aetna is one of the oldest and leading healthcare insurance providers in the United States, covering people in all 50 states. The company offers a variety of health plans for employer groups and a limited number of plans (Medicare supplements, dental plans) for individuals and families. Aetna also sells group health insurance, which is the kind provided through an employer.
Aetna's health insurance plans cover medical, dental, vision, and life insurance, as well as supplemental insurance and Medicare coverage. Aetna allows consumers to customise their plans, including the deductible amount, type of coverage, and the ability to choose a provider. Aetna has a large provider network that includes HMO, POS, PPO, EPO, and high-deductible health plans with HSA. Most plans also cover out-of-network providers at a lower amount.
Aetna is highly rated by A.M. Best and the Better Business Bureau (BBB), receiving an A rating, which indicates strong financial health. The company has also been recognised for its customer service, receiving a J.D. Power award in 2010 and an A+ satisfaction score of 835/1,000 from J.D. Power. Aetna ranked in the top half of companies for affordability, with rates cheaper than the national average.
However, Aetna has received mixed reviews for its customer service and satisfaction. While some customers report positive experiences, others have filed complaints regarding medication coverage, claim responses, and customer support. According to the National Association of Insurance Commissioners (NAIC), Aetna has received a lower-than-average number of complaints compared to a typical company its size. However, the Aetna company in Texas receives over twice as many complaints as the average. Before purchasing an Aetna plan, it is advisable to review the company's customer service record and speak to current members.
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Frequently asked questions
The customer report rate at Aetna Insurance is mixed. While some customers have reported positive experiences, there are also a large number of customer complaints. According to J.D. Power, Aetna was rated above average for overall customer satisfaction in certain regions. Aetna also received a J.D. Power award for customer service in 2010. On the other hand, Aetna's CVS Caremark Pharmacy is ranked below average, and there are numerous complaints about issues with medication and customer service.
Aetna Insurance has received mixed ratings for customer satisfaction. While some customers have reported high levels of satisfaction, others have expressed dissatisfaction with the company's customer service and medication coverage. Aetna has an A+ satisfaction score and 835/1,000 from J.D. Power, indicating high customer satisfaction. However, the company's CVS Caremark Pharmacy has been ranked below average in terms of customer satisfaction.
According to reviews, Aetna Insurance's health insurance plans have received an average rating of 4 stars for customer satisfaction. While some customers have praised the company's affordable rates and customizable plans, others have criticized its limited policy offerings and below-average customer service.
Aetna Insurance takes customer complaints seriously and works to address them. Customers can contact Aetna through various channels, including phone, email, and in-person store visits. The company also has a customer service phone department that handles inquiries and provides guidance related to insurance claims.
Aetna Insurance offers health insurance plans at competitive rates. The cost of a Silver plan with Aetna is, on average, $502 per month. Aetna's rates are generally cheaper than the national average, regardless of the plan level chosen. The company also offers a variety of plan types, including HMO, POS, PPO, EPO, and high-deductible health plans with HSA.
