Aetna extends help to its members affected by wildfires burning in Oregon

AetnaAug 3 2013

Aetna (NYSE: AET) is making it easier for members affected by wildfires in Oregon to refill prescriptions and access employee assistance, student assistance and behavioral health programs. The company is also extending claim and appeal filing times, and helping members who have evacuated find care outside their home areas, among other steps.

“Our thoughts are with the people who are affected by the wildfires burning in Oregon”

"Our thoughts are with the people who are affected by the wildfires burning in Oregon," said Mark T. Bertolini, Aetna chairman, CEO and president. "We are committed to helping them get the care and medications they need, understanding that many may have evacuated from their homes and are unable to use their usual physicians, pharmacies and hospitals."

Aetna Behavioral Health has opened its Employee Assistance Program (EAP) resources to all Aetna plan sponsors during these times of need. Aetna's EAP professionals, who have experience dealing with traumatic events, are available to help. Aetna members can contact Aetna EAP 24/7 for telephonic consultation, referrals or general information such as areas affected by a disaster, available shelters and government resources.

The number to call for EAP is 1-888-AETNA-EAP (1-888-238-6232) and the number to call for the Student Assistance Program is 1-877-351-7889. Individuals and families may also want to reference the following materials.

• Recovering from trauma and loss
• Recognizing and coping with sadness after a loss

In addition, Aetna members and health care providers affected by the wildfires who need care or other assistance can reach the company at the following toll-free numbers.

• Aetna Member Services: Call the number printed on your ID card. If ID card is unavailable, call 1-800-443-AETNA (1-800-443-2386).
• Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX (1-866-782-2779)
• Aetna Rx Home Delivery Customer Service: 1-888-RX AETNA (1-888-792-3862)
• Aetna Employee Assistance Program: 1-888-AETNA-EAP (1-888-238-6232)
• Aetna Student Assistance Program: 1-877-351-7889
• Aetna Dental: 1-877-238-6200
• Health care providers should contact the Provider Service Centers:
  - Indemnity and PPO-based benefit plans: 1-888-MD-AETNA (1-888-632-3862)
  - HMO benefit plans: 1-800-624-0756

Affected Aetna members may refill their prescriptions early, as needed, or refill a prescription that may have been lost, damaged or destroyed. Those who use Aetna's mail-order pharmacy can receive a prescription at an alternate delivery location.

Affected Aetna members also can seek routine or emergency care anywhere, as needed, without a referral or pre-authorization. As part of its disaster procedures, Aetna will monitor the impact on its network doctors, hospitals and other health care providers. The company will work closely with providers to make further modifications to its policies as necessary to ensure members have access to care.

If any additional local, state or federal disaster executive orders or regulations are issued related to these catastrophic events, Aetna will adjust its policies to comply.