Please follow this link for a helpful video and how-to steps.

• Pre-Authorization Video

Check with Aetna before receiving care to make sure that your care provider is in-network. 

Below is a snip from page 7 of the Aetna Plan Benefits Details:

• Aetna Plan Benefits

https://www.aetnainternational.com/

Using the Health Hub is the quickest and easiest way to submit a claim. Aetna has medical, dental, vision, and wellness claim forms that you can either print or complete online.

The Health Hub is designed to make it simple for you to find information and get support for your health and wellness needs when you need it most.

To make a new claim or track an existing claim, you’ll need to be registered for the Health Hub.

1. Log in and click on ‘Claims’.
2. You can start a new claim or continue working on one you started earlier. Before you begin the process, make sure you have:
   • your personal details (Aetna will prefill as much information as they can);
   • the patient’s contact details and information about the claim;
   • payment details; and
   • any relevant documents, including invoices and receipts. These will need to be uploaded. Aetna accepts files in many formats including picture jpgs.
3. Next, you’ll need to tell Aetna about the claim:
   • the reason for your visit to the medical provider;
   • some general details about your symptoms;
   • the medical condition;
   • the diagnosis;
   • the date of the treatment; and
   • whether you were treated as an inpatient or an outpatient.

After you submit your completed claim form, you will receive a notification by e-mail to confirm that it has been submitted successfully.

The Email address to use for sending/attaching claim forms is:

aiservice@aetna.com

From your App store look for the App: Aetna International.

Download the App and follow the prompts for Claims.  

The mailing address to use for Aetna claim forms is:

Aetna International/Aetna

PO Box 981543

El Paso, TX 79998-1543

USA

*Don't forget to make copies of everything you mail for your own records.

The Fax Numbers for Aetna claims are as follows:

Outside the US +1 800 475 8751 (via AT&T + access code)

Inside the US: +1 859 425 3363

Members who prefer to pay the expenses upfront can send claims to Aetna for reimbursement. A copy of paid invoices together with the claim form can be sent to us in any of the following:

1. Mail: Aetna International, P.O. Box 981543, El Paso, TX 79998-1543.
2. Fax: 1-859-425-3363 or 1-800-475-8751.
3. E-mail: aiservice@aetna.com.
4. Overnight service mail to: ACS, Attention: Aetna International, 7777 Market Center Avenue, Suite E, El Paso, TX 79912-8411, Phone 1-915-877-7032.
5. Online claim submission: www.aetnainternational.com.

Claims take 10 to 14 days from receipt to be processed and payment is issued shortly after processing is completed.

Claims may be delayed if they require additional review, translation, currency conversion, or if additional information is needed.