Welcome to Aetna International

Dear Member,

We’re so glad to have you with us. Now that you’re an Aetna International member, it’s time to put your benefits to work. You can find a wealth of information about your plan at www.aetnainternational.com.  If you know how to make the most of your coverage, it can reduce out-of-pocket expenses and prevent delays in your reimbursements.

Register now

The most important first step is to register on the “Secure Member Website”.  This site stores important documents that will help you understand your coverage and give you the tools you’ll need to manage your health benefits. You can register in just a few steps by visiting “Secure Member Website”.

If you have a smartphone, now is also a good time to download our International Mobile Assistant App, which makes it easy to manage your benefits on the go. You can search ‘Aetna’ in the iTunes or Google Play store to get started.

Your ID card

You should expect your new ID card to be received within 8 weeks. In the interim you can easily print a new (or replacement) ID card at www.aetna.com.  Click on “Get ID card” and follow the instructions.

Find a Provider

Outside the United States, you can search our list of providers online by logging in to your “Secure Member Website”.  You can also download our ‘Provider Directory’ app for your smartphone. To find a provider inside the United States, visit www.aetna.com. And of course, you can always call our Member Service Center for assistance.

Use an in-network provider whenever possible

When you visit any in-network hospital or clinic you will not only get quality care, but you will also be able to reduce your out-of-pocket expenses at time of service.  We call this “direct settlement”, meaning that you pay the  co-pay or coinsurance up front, and the provider ‘settles’ the balance of the claim directly with Aetna.

Here are just a few of the advantages:

• Lower out-of pocket cost at the time of service
• Easier claim submissions
• Numerous reimbursement and prepayment choices
• Verification of Benefits letters sent directly to the treatment facility

If you would like to see an out-of-network provider we can help you. However, please note that in most cases you will have to pay more if you go to a provider outside of our network. Call the number on the back of your Aetna ID Card to arrange payments with an out of network provider.

Submit a Claim

There are 5 ways to submit a claim for reimbursement of your medical expenses.

1. Upload your claim via our website
2. Email aiservice@aetna.com with your scanned claim form and receipts
3. Use our International Mobile app
4. Mail your completed claim form and receipts to the address on the claim form
5. Fax your completed claim form and receipts to the number on the claim form

Claims may take up to 14 days on average to process. You can always check the status of your claim at www.aetnainternational.com

Get assistance from one of our clinicians  

Our International Health Advisory Team of clinicians is available 24/7/365 to provide one-on-one support.

Services include:

• Pre-trip guidance and resources
• Help finding doctors and facilities
• Worldwide coordination of routine and urgent medical care
• Help obtaining prescriptions and medical devices
• Coordination of care for return to home country
• Discharge planning
• Benefit coordination
• Coordination of medical evacuations

Questions?

You can contact us any time to get answers to benefits questions, assistance with claims, or to access the International Health Advisory Team of clinicians. It's as easy as calling 800-231-7729 (toll-free) or 813-775-0190 (direct).

Kind Regards,

Aetna International