Poor Customer Service
My son was born four months ago, and was in Childrens Hospital NICU for five days in his first week of life. Now, four months later, Aetna has yet to pay more than $25,000 in charges. I am getting phone calls from the CHOP collections dept. wondering what is going on. The whole issue is that Aetna has been trying to find out if my son could have been covered under other insurance during his first 31 days. They sent me a form to verify that my insurance is his only coverage. I filled out the form and sent it back in August. Then Aetna sent me a follow up letter in September saying they need to know my husband's date of birth. I called and emailed customer service 7 times to give them my husband's dob but they are still sending me EOBs saying that my claims are being denied because they are waiting for my husband's DOB. It still has not been resolved despite many, many customer service people telling me that I was all set, and I am at wits end!!