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Review your Evidence of Coverage to learn about comprehensive plan details, and your rights and responsibilities. View, download, or request a copy of your Annual Notice of Change or Evidence of Coverage.
For questions about retail or mail order drugs through your prescription drug plan with Express Scripts®, just call 1-800-695-4116 (TTY: 711). They’re available 24 hours a day, seven days a week. You can also visit www.express-scripts.com.
Helpful member communications
Information kit – English (PDF)
Frequently Asked Questions (FAQs) – English (PDF)
Share the flyer below with your doctor. It explains how to accept the Aetna Medicare Advantage plan.
Find Medicare forms
See below for helpful resources for managing your plan and how to get started with common requests.
File claims & reimbursement requests
If you were billed directly by a provider, mail us your completed form to request reimbursement.
Reimbursement form - English (PDF) | Spanish (PDF)
If you were billed directly by a provider, mail us your completed form to request reimbursement.
Reimbursement form - English (PDF) | Español (PDF)
Printer-free reimbursement instructions – English (PDF) | Spanish (PDF)
Give someone permission to manage your care
Call us with your caregiver or another person on the line to give them permission to speak with us (just one time, while on that call). Or you can mail us a completed Protected Health Information (PHI) form to give them permission on a regular basis.
PHI form - English (PDF) | Spanish (PDF)
You can choose someone to do all of the above. This person is your appointed representative. An appointment is good for one year from the date that you and your representative sign an Appointment of Representative form.
Fill out the form below and mail it to us. Any time your representative makes a request for you, they should send us a signed copy. You'll leave Aetna Medicare and go to the Center for Medicare & Medicaid Services (CMS) website if you link to the form.
Appointment of Representative CMS Form - English (PDF) | Spanish (PDF)
Exceptions, appeals & grievances
We want to be your first stop when you have a concern about your coverage or care. Call us at the number on your member ID card, or learn more here.
Additional information
Find these documents online on your secure member website, sometimes you may need a printed version.
View, download, or request a copy of your Annual Notice of Change or Evidence of Coverage.
Request a printed Provider Directory – Call us at 1-833-595-1012 (TTY: 711), Monday to Friday, 7 AM to 8 PM CT.
Medicare Helpline & Website - Get general or claims-specific Medicare information, request documents in alternate formats and make changes to your Medicare coverage. Call 1-800-MEDICARE (1-800-633-4227) or TTY: 1-877-486-2048, 7 days a week, 24 hours a day. If you need help in a language other than English or Spanish, say “Agent” to talk to a customer service representative. Or visit the Medicare website.
Social Security Administration - For questions about Medicare eligibility, Social Security retirement benefits or help paying for prescription drugs. Call 1-800-772-1213 or TTY: 1-800-325-0778, Monday to Friday, 8 AM to 7 PM or visit the Social Security website.
Most health care professionals and organizations that provide Medicare services are honest. Unfortunately, there may be some who are not. If you ever suspect fraud, please contact Member Services at the number on the back of your ID card, or call Medicare toll-free at 1-800-MEDICARE (1-800-633-4227) or TTY: 1-877-486-2048, 7 days a week, 24 hours a day.
For eligibility questions, or to update your personal information, just call the ExxonMobil Benefits Service Center at 1-800-682-2847, Monday to Friday, 7 AM to 5 PM CT, except certain holidays. For deaf or hard of hearing, call 1-800-833-8334.
We help you get medically necessary health care services in the most cost-effective way under your health plan. And we work with you and doctors to evaluate services for medical appropriateness, timeliness and cost.
Specifically, we:
Base our decisions on appropriateness of care, service and plan coverage
Use nationally recognized guidelines and resources to make changes
Don’t pay or reward providers, employees or others for denying coverage or care
Focus on reviewing the risks of members who aren’t fully using certain services
Doctors and health care companies continuously develop new technologies. This can include anything from a new procedure to a new way to use a device.
When we learn about a new technology, we:
Carefully review the latest information and ask experts for their opinions
Compare the information with well-known standards
Base all of our decisions on making sure you have the right care and services
You’re enrolled in an Aetna Medicare plan (PPO) with Extended Service Area (ESA):
A PPO plan with an extended service area (ESA) gives you the flexibility to see any provider, in or out of network, at the same cost, according to the costs listed on your plan benefits summary. They just have to be licensed, eligible to receive Medicare payments and willing to accept your plan. View our network of doctors, hospitals or other providers.
With a PPO plan with ESA, you have the option to choose a primary care physician. But when we know who your doctor is, we can better support your care.
You can share this flyer with your provider to help them better understand your PPO plan with an ESA.
Please call us or see your Evidence of Coverage for more information, including the cost share for out‐of‐network services.
The Centers for Medicare & Medicaid Services periodically issues National Coverage Determinations. They issue these when a service’s or drug’s coverage rules change.
For questions about retail or mail order drugs through your prescription drug plan with Express Scripts, just call 1-800-695-4116 (TTY: 711). They’re available 24 hours a day, seven days a week.
You can also visit www.express-scripts.com.