Poor Customer Service
I was told that my plan covers 75 visits of physical therapy per year, yet I noticed that about 20 of my claims have been denied because a progress note from my physical therapist needs to be submitted when it exceed 25 visits. The worst thing is that Aetna does not notify you when claims are being denied. You have to create an account online and check the status of any claims online. My physical therapy office faxed in the progress note and called to confirmed It's been received. I had also called and was told they have received the progress note and will forward it to the proper department. Then I called several time afterward to check on the status of the claims and were told they are still under reviewed and it takes about 3 to 4 weeks to process. After 5 weeks, I called and was told that they need to resent the progress note and have it reprocessed due to an error and it'll take another 14 days or so. I was shocked and tried to ask what's the error. However, the rep was extremely rude and impatient and refused to give me an explanation. She kept telling me that It's due to an error. I asked to speak to a manager and was told all managers were out to lunch. I left the manager a message to call me back. After a few hours of wait, I called back again and was transferred to the manager's voice mail again. Then, I called the third time, the rep said that they would never tell me that managers are out to lunch because the only way to get a hold of the manager is to leave a message in their voice mail and they'll call me back within 24 to 48 hours. It's been a few days now and I still haven't heard back from anyone. Aetna is extremely shady and they don't value their customer at all. I have feeling that my claims won't be approved.