Aetna
About Aetna
Aetna is one of the best-known health insurance and health benefits companies in the United States. The company was formally established in 1853 and has been headquartered in Hartford, Connecticut, for much of its history. Aetna provides medical insurance, Medicare plans, employer-sponsored coverage, dental and vision benefits, pharmacy-related services, behavioral health support, and other health benefit solutions.
Today, Aetna operates as a CVS Health company. CVS Health completed its acquisition of Aetna in 2018, and Aetna now serves as a major component of CVS Health’s health benefits business. Current CVS Health information states that Aetna serves more than 26 million medical members through a broad range of health plan offerings.
Aetna continues to maintain its headquarters presence in Hartford, Connecticut, even though its parent company, CVS Health, is headquartered in Woonsocket, Rhode Island. Aetna’s current official contact resources identify 151 Farmington Avenue, Hartford, CT 06156 as its corporate headquarters address and 1-800-872-3862 as the corporate contact-center number.
Quick Information
Corporate Phone Number
1-800-872-3862
Also written as:
1-800-US-AETNA
Aetna’s corporate contact center is available for general questions and can help callers locate the appropriate Member Services contact.
Customer Service Number
Aetna does not use one universal Member Services number for every insurance plan.
Members should call the Member Services number printed on their Aetna ID card for personalized account and benefit assistance.
Corporate Office Address
Aetna Inc.
151 Farmington Avenue
Hartford, CT 06156
United States
Headquarters Address
Aetna Inc.
151 Farmington Avenue
Hartford, CT 06156
United States
This is the headquarters address currently published by Aetna.
Aetna does not prominently publish one universal unsecured Customer Service email address for all members.
Members should sign in to their member website and select Help to see the phone, email, and chat options available for their particular plan.
Industry
Health Insurance, Managed Care, Employee Benefits, Medicare, Dental, Vision, Pharmacy Benefits and Health Care Services
Founded
1853
Aetna’s official history identifies 1853 as the year the company was formed.
Number of Employees
Aetna does not currently publish a standalone employee total separate from CVS Health.
CVS Health’s current careers information describes the broader company as having more than 300,000 colleagues, but this figure covers the entire CVS Health organization and should not be presented as an Aetna-only employee count.
Number of Medical Members
More than 26 million medical members
CVS Health currently states that Aetna serves more than 26 million medical members.
Corporate Office Hours
Corporate Contact Center:
Monday to Friday: 8:00 AM to 6:00 PM Eastern Time
Individual Member Services hours vary by health plan.
Website
Investor Relations
Aetna is not separately publicly traded.
Its parent company is CVS Health Corporation, which trades on the New York Stock Exchange under ticker symbol CVS.
Investor Relations:
https://investors.cvshealth.com/
Careers Page
https://jobs.cvshealth.com/us/en/aetna-jobs
Aetna employment opportunities are managed through CVS Health’s careers system.
Aetna Products & Services
Aetna provides health benefit products for employers, individuals, Medicare beneficiaries, government programs, health care providers, and other customers. Exact products vary according to state, employer group, eligibility, and plan type.
Employer-Sponsored Health Plans
Aetna provides health insurance and benefit plans for employers of different sizes.
Products can include medical coverage, pharmacy benefits, wellness programs, digital tools, behavioral health services, and other employee benefit solutions.
Medical Insurance
Aetna offers medical benefit plans covering eligible doctor visits, hospital services, preventive care, diagnostic services, and other medically necessary treatment.
Coverage depends on the specific plan and its network, deductible, copay, coinsurance, and authorization requirements.
PPO Plans
Aetna Preferred Provider Organization plans generally provide access to a network of participating doctors and facilities while also allowing qualifying out-of-network care.
Members should review their plan documents because costs and coverage can differ substantially between network and non-network providers.
HMO Plans
Aetna Health Maintenance Organization plans generally emphasize care within a defined network.
Some plans may require members to select a primary care provider or obtain referrals for certain specialist services.
Medicare Advantage
Aetna offers Medicare Advantage plans for eligible Medicare beneficiaries.
Many plans combine Medicare Part A and Part B coverage with additional benefits and may also include Part D prescription drug coverage.
Medicare Advantage Member Services
1-844-979-3435
Current hours:
7 days a week, 8:00 AM to 8:00 PM
This number is published for Aetna Medicare Advantage members.
Medicare Prescription Drug Plans
Aetna offers stand-alone Medicare Part D prescription drug plans, formerly marketed under the SilverScript name in many markets.
Medicare Prescription Drug Plan Number
1-866-235-5660
Current availability:
7 days a week, 24 hours a day
Medicare Supplement Insurance
Aetna offers Medicare Supplement Insurance in qualifying states.
These plans can help pay certain costs not fully covered by Original Medicare.
Dental Insurance
Aetna offers dental benefit plans for employers, individuals, and qualifying groups.
Coverage can include preventive services, basic dental treatment, restorative procedures, and other services depending on the plan.
Vision Benefits
Aetna offers vision benefits through qualifying health and ancillary benefit arrangements.
Benefits may include routine eye examinations, glasses, contact lenses, and participating-provider discounts.
Behavioral Health Services
Aetna provides behavioral and mental health benefits through eligible plans.
Coverage can include counseling, outpatient behavioral health treatment, inpatient care, substance-use treatment, and virtual care according to plan rules.
Pharmacy Benefits
Aetna members may receive prescription drug coverage through plan-specific pharmacy benefits and CVS Caremark services.
Members should use their ID card and plan resources to determine formulary, pharmacy network, and prescription coverage information.
Mail Service Pharmacy
Aetna members using CVS Caremark Mail Service Pharmacy can have qualifying maintenance medications delivered by mail.
Pharmacy Support Number
1-800-227-5720
TDD: 1-800-823-6373
Hours:
Monday to Friday: 7:00 AM to 11:00 PM ET
Saturday: 7:00 AM to 9:30 PM ET
Sunday: 8:00 AM to 6:00 PM ET
Telehealth and Virtual Care
Many Aetna plans include access to virtual health services.
Covered telehealth options depend on the member’s plan, provider network, location, and applicable state requirements.
Member Website
Aetna members can use their online account to view coverage information, locate doctors, check claims, review benefits, access ID cards, and contact Member Services.
Mobile Access
Members can access account and benefit information through supported CVS Health and Aetna digital platforms.
Available features vary by product.
Provider Network
Aetna maintains a large national network of doctors, hospitals, walk-in clinics, and other participating health care providers.
Members should confirm a provider’s current participation before receiving non-emergency services.
Health and Wellness Resources
Aetna offers educational and wellness resources intended to help members understand their health benefits and make informed health care decisions.
Programs vary by plan and employer.
Claims Administration
Aetna processes medical and benefit claims under applicable health plans.
Members can review claim status and Explanation of Benefits information through their secure account.
Appeals and Grievances
Members have the right to challenge certain coverage and claim decisions.
Aetna provides formal complaint, grievance, and appeal procedures for non-Medicare and Medicare members.
Aetna Corporate Phone Numbers
Aetna uses different numbers for corporate inquiries, plan-specific Member Services, providers, Medicare members, pharmacy support, and other services.
Corporate Phone Number
1-800-872-3862
Also:
1-800-US-AETNA
This is Aetna’s official corporate contact-center number.
Corporate Headquarters Number
1-800-872-3862
Headquarters Number
1-800-872-3862
Corporate Office Number
1-800-872-3862
Current hours:
Monday to Friday: 8:00 AM to 6:00 PM ET
Customer Service Number
Aetna members should use the Member Services number printed on their member ID card.
This ensures the caller reaches the team assigned to the correct employer plan, insurance product, Medicare plan, or other benefit arrangement.
Customer Support Number
For general non-account questions:
1-800-872-3862
For member-account assistance:
Call the number on your Aetna ID card.
Toll-Free Number
1-800-872-3862
This is Aetna’s verified general corporate toll-free contact.
Medicare Advantage Number
1-844-979-3435
Current hours:
7 days a week, 8:00 AM to 8:00 PM
Medicare Prescription Drug Plan Number
1-866-235-5660
Available:
24 hours a day, 7 days a week
Pharmacy Support Number
1-800-227-5720
TDD: 1-800-823-6373
Provider Contact Center
1-888-632-3862
Also written as:
1-888-MD-AETNA
Aetna publishes this number for health care professionals needing provider support and assistance.
Credentialing Support Number
1-800-353-1232
Aetna publishes this number for provider credentialing and application-management questions.
Dental Network Number
1-800-451-7715
This number is used for qualifying dental-network inquiries.
Claims Support Number
There is no single universal member claims telephone number for every Aetna plan.
Members should use the Member Services number on their ID card.
Providers can use:
1-888-632-3862
Sales Number
Aetna does not publish one universal nationwide Sales number for every insurance product.
Medicare, employer, individual, broker, and commercial sales contacts vary by product and state.
Support Number
General corporate support: 1-800-872-3862
Member support: Number on member ID card
Provider support: 1-888-632-3862
Billing Number
Aetna does not publish one universal Billing Department number.
Members with premium, claim, copay, deductible, or billing questions should call the Member Services number on their ID card.
Regional Office Number
Aetna does not publish one universal Regional Office number.
Contacts vary according to product, state, market, and employer arrangement.
Branch Office Number
Aetna is not organized around consumer branch offices in the manner of a retail bank.
Most member services are handled by phone, online, through employers, or through participating health care providers.
Local Office Number
Hartford Corporate Contact Center: 1-800-872-3862
International Number
Aetna does not publish one universal international Customer Service number that applies to every plan.
Members traveling or living outside the U.S. should use the international contact information associated with their specific plan.
Emergency / After-Hours Number
Aetna does not publish one universal corporate emergency number.
For a medical emergency, members should contact local emergency services rather than waiting for Aetna Customer Service.
Investor Relations Number
Aetna does not maintain a separate public Investor Relations department because it is owned by CVS Health.
Investor inquiries should be directed through CVS Health Investor Relations.
Investor Relations Email
investorinfo@cvshealth.com
CVS Health publishes this email for investor inquiries.
Media / Press Number
Aetna does not prominently publish one universal media telephone number on its main contact page.
Media inquiries are generally managed through CVS Health external affairs and corporate communications.
Human Resources Number
Aetna does not publish one universal applicant HR number.
Employment opportunities should be accessed through:
https://jobs.cvshealth.com/us/en/aetna-jobs
Reservations / Booking Number
Not applicable.
Aetna is a health insurance and benefits company and does not operate a conventional reservation service.
Aetna Claims Mailing Addresses
Aetna uses different claims mailing addresses depending on the provider’s state and type of claim.
Medical Claims Address for Selected States
For providers located in:
Alabama, Alaska, Arkansas, Arizona, California, Florida, Georgia, Hawaii, Idaho, Louisiana, Mississippi, North Carolina, New Mexico, Nevada, Oregon, South Carolina, Tennessee, Utah and Washington:
Aetna
P.O. Box 14079
Lexington, KY 40512-4079
Medical Claims Address for Most Other States
For providers in many other U.S. states, including Connecticut, New York, Pennsylvania, Texas, Illinois and others:
Aetna
P.O. Box 981106
El Paso, TX 79998-1106
Aetna’s current Provider Manual confirms these state-based claims addresses.
Pharmacy Claims Address
Aetna
P.O. Box 52444
Phoenix, AZ 85072-2444
Mail-Order Pharmacy Address
CVS Caremark
P.O. Box 659541
San Antonio, TX 78265-9541
How to Reach a Real Person at Aetna
Existing members should call the Member Services number printed on their Aetna ID card. This is the most reliable way to reach a representative who can access the correct plan information, because Aetna operates many different employer-sponsored, Medicare, dental, pharmacy, and other benefit products. Members can also sign in to their Aetna account and select Help to view the phone, secure email, and chat options available for their plan.
If you are not yet an Aetna member or only need a general corporate contact, call 1-800-872-3862 Monday through Friday from 8:00 AM to 6:00 PM Eastern Time. The corporate contact center does not have access to individual member account information, but it can direct callers to the correct Aetna department. Medicare members should use the contact information assigned to their particular Medicare plan rather than the general headquarters number.
Aetna Headquarters & Corporate Office Address
Aetna’s current corporate headquarters remains in Hartford, Connecticut:
Aetna Inc.
151 Farmington Avenue
Hartford, CT 06156
United States
Corporate Contact Center: 1-800-872-3862
Aetna’s official Member Services and Contact Aetna pages both confirm this address as the company’s corporate headquarters.
Hartford Corporate Headquarters
Aetna Inc.
151 Farmington Avenue
Hartford, CT 06156
United States
Aetna has deep historical ties to Hartford and continues to identify the location as its headquarters under CVS Health ownership.
Current Hartford Headquarters Status
Aetna continues to maintain a significant corporate presence at its Hartford headquarters.
CVS Health’s current Aetna careers information specifically identifies the Hartford location as Aetna’s headquarters and describes it as an active workplace.
Parent Company
Aetna is owned by:
CVS Health Corporation
CVS Health’s corporate headquarters is:
CVS Health
1 CVS Drive
Woonsocket, RI 02895
United States
Phone: 1-800-746-7287
This is the headquarters of Aetna’s parent company and should not be confused with Aetna’s Hartford headquarters.
Pharmacy Claims Address
Aetna
P.O. Box 52444
Phoenix, AZ 85072-2444
Mail Service Pharmacy Address
CVS Caremark
P.O. Box 659541
San Antonio, TX 78265-9541
These addresses are for pharmacy-related correspondence and should not be presented as Aetna’s headquarters.
Provider Claims Addresses
Aetna uses state-specific provider claims addresses in Lexington, Kentucky, and El Paso, Texas.
Providers should check the current Aetna Provider Manual or electronic claims instructions before mailing a claim.
How to File a Complaint Against Aetna
Members who have a complaint involving coverage, a denied claim, prior authorization, customer service, a provider, billing, network access, prescription benefits, Medicare coverage, or another Aetna service should first identify the type of plan they have. Keep your Aetna member ID card, Explanation of Benefits, denial notice, medical records where relevant, provider information, case numbers, and previous correspondence. Complaint, grievance, and appeal rules can vary according to the plan, state, and whether the member is enrolled in Medicare or an employer-sponsored plan.
Step 1: Contact Aetna Member Services
Start by calling the Member Services number printed on your Aetna ID card. Explain the problem clearly and provide the claim number, service date, provider name, denial notice, billing details, or other information relevant to the issue. Ask the representative whether the matter can be resolved through ordinary Member Services or whether you should file a formal complaint, grievance, or appeal. Request a reference or case number when available and write down the representative’s name and date of contact. Keep copies of all documents associated with the dispute.
Step 2: File a Formal Complaint or Grievance
If Member Services does not resolve the issue, use Aetna’s formal complaint or grievance process. Non-Medicare members can submit a complaint online or use the printable complaint form available through Aetna’s Member Rights and Resources section. Medicare members should follow the Medicare grievance process for their specific plan. Describe the issue in chronological order, include the relevant member and claim information, and explain the resolution you are requesting. Save confirmation of your submission and copies of everything you send to Aetna.
Step 3: Appeal a Denied Claim or Coverage Decision
If Aetna denied a claim or coverage request and you disagree with the decision, you may have the right to file an appeal. Aetna’s current member guidance states that members can begin an appeal by calling Member Services or by mailing the appeal to the address shown on the Explanation of Benefits or denial notice. For many plans, members have 180 days from the denial notice to appeal, although the exact deadline depends on the plan. Include your member ID, group information, comments, medical records, and any other supporting documents.
Step 4: Request External or Regulatory Review When Available
If Aetna upholds a denial after the required internal appeal process, some members may qualify for an independent external review. Aetna’s complaint resources also provide links to state insurance departments and other state agencies that may assist members who disagree with a health plan decision. For plans covered by applicable federal health-reform rules, the U.S. Department of Labor Employee Benefits Security Administration can also provide assistance at 1-866-444-3272. The appropriate regulator depends on the type of plan, employer arrangement, state, and issue involved.
Step 5: Escalate a Serious Corporate Complaint
For a serious unresolved corporate matter, written correspondence may be directed to Aetna Inc., 151 Farmington Avenue, Hartford, CT 06156, United States. Include your full contact information, member ID in an appropriately secure format, previous case or appeal numbers, important dates, and a clear chronological explanation of the complaint. Attach copies rather than originals of denial notices, Explanation of Benefits documents, letters, and other supporting records. Do not send passwords or unnecessary medical information unless required for the complaint. Keep a complete copy of your correspondence and proof of delivery.
