Aetna has been around since 1853—yep, it’s that old! With over 150 years in the health insurance world, it’s become one of the most trusted names in the U.S. In 2018, Aetna joined forces with CVS Health, expanding beyond just health plans and into pharmacy services and walk-in clinics.
Where Aetna Stands in the Market
Aetna covers millions of people across the country. They offer plans for individuals, families, seniors (Medicare), low-income groups (Medicaid), and businesses. With such a large customer base, you get a wide range of experiences—some great, some… not so much.
Types of Health Plans Aetna Offers
They’ve got a little bit of everything:
- HMOs (need a primary doctor and referrals)
- PPOs (more flexibility with providers)
- EPOs (in-network only but no referrals needed)
- High-deductible plans with Health Savings Accounts (HSAs)
Their Medicare Advantage and prescription drug plans are especially popular among seniors.
Also Read: How do ACA Plans Compare to Short-Term Health Plans?
What Counts as a Complaint in Health Insurance?
A complaint can be anything that frustrates you—from denied claims and surprise bills to long wait times on the phone. If it affects your health or wallet, it’s a legit complaint.
Why People File Complaints
Some common reasons include:
- Claims denied when you thought they’d be covered
- Surprise medical bills you didn’t expect
- Struggles finding in-network doctors
- Delays in getting problems resolved
Where People Report These Issues
You’ll find complaints on:
- Better Business Bureau (BBB)
- State insurance departments
- Online review sites like Trustpilot or Yelp
- NAIC (National Association of Insurance Commissioners)
Also Read: What happens if I Miss the Enrollment Deadline?
The Most Common Complaints About Aetna
1. Claim Denials and Delays
Many people say they’ve had claims denied for things they thought were covered. Some had to file multiple appeals or wait weeks (even months) for approval on important treatments.
2. Customer Service Frustrations
One major complaint? Feeling like you’re being bounced from one rep to another with no real help. People say the service can feel cold and slow—especially during urgent health situations.
3. Billing Confusion
Some patients report getting bills out of the blue, even after they thought they paid everything. Others mention errors in billing that took forever to sort out.
4. In-Network Problems
Aetna’s network rules can be strict. If your doctor isn’t in their network, costs can go way up. And sometimes, the in-network specialists have long waitlists.
Also Read: Is Ambetter a Scam or a Legitimate Health Insurance Option?
What Real People Are Saying
Online Reviews and Forums
On Reddit, Facebook, and other health forums, the opinions are mixed. Some people have had no issues at all, while others describe nightmare scenarios—like denied surgeries or last-minute coverage changes.
Social Media
Platforms like Twitter are full of both praise and frustration—especially when it comes to billing or delays in getting treatment.
BBB Ratings
Aetna has an A+ rating on the BBB, but there are still hundreds of complaints—mostly about claims and billing.
