Call Aetna Better Health Member Services toll free at 1-866-212-2851. If you have trouble hearing, call Illinois Relay at 7-1-1. The relay will help connect you with Aetna Better Health.
Yes. You will get an Aetna Better Health ID card in the mail. It will be printed with your name, ID number, Primary Care Provider's (PCP) and/or Women's Health Care Provider's (WHCP) name and phone number. Keep your ID card in a safe place. Do not give, share, loan or sell it to anyone else.
Call Member Services toll free at 1-866-212-2851. We will send you a new card right away.
A Primary Care Provider (PCP) is a doctor, nurse or clinic in the Aetna Better Health network that provides your main health care.
Your ID card will have the name and phone number of your PCP. This will be on the front of your ID card.
Yes. Call Member Services toll free at 1-866-212-2851 for help. We will check if the new PCP is accepting new patients.
A Women's Health Care Provider (WHCP) is a doctor, nurse practitioner or other provider who specializes in obstetrics, gynecology, or family practice. A WHCP is selected by a female member to see as needed. You do not need a referral to see a WHCP.
You can see a specialist in the Aetna Better Health network without a referral. Your PCP may recommend a specialist for your particular condition. But you do not need a referral to see a specialist that is in our network. Check our online provider directory or call Member Services toll free at 1-866-212-8651 if you need help finding a specialist.
You should always call their Primary Care Provider (PCP) first. Even if it's at night or on a weekend, call your PCP's office first. You may have to leave a message, but someone from your PCP's office will call you back. Your PCP's office will tell you what to do.
In a true emergency, call 911 or go to the nearest ER. Emergency care is only for when you believe your life or health is in serious danger. Examples of emergency situations include:
Yes. Aetna Better Health members receive vision coverage. To find out about vision benefits, call March Vision toll free at 1-888-493-4070/TTY: 1-877-627-2456. Check our online directory to find a vision provider.
Yes. Aetna Better Health members receive dental benefits, including teeth cleanings twice a year, through DentaQuest. To find out more about dental benefits, call DentaQuest toll free at 1-800-416-9185/TTY 1-866-466-7566. Check our online directory to find a dentist.
Aetna Better Health covers prescription medications. We also cover over-the-counter medicine when your doctor writes you a prescription for it. You can get your prescriptions at no cost to you when:
You get your prescriptions filled at a network pharmacy
Your prescriptions are on our preferred drug list (also called a formulary)
Check our formulary to see if your medications are on our list. Find a network pharmacy in your area.
You can also get your prescriptions mailed to your home at no cost to you. Learn more about our mail-order prescriptions service or call Member Services toll free at 1-866-212-2851.
If you are not able to find a ride, call Medical Transportation Management (MTM) toll free at 1-888-513-1612 for help. If you are hearing impaired, call Illinois Relay at 7-1-1. You must call at least three days in advance to set up your ride.
You can also get a ride to the pharmacy if it's immediately after an appointment with your provider. If you need a family member or personal assistant to go with you to your appointment, they can ride with you at no cost to you.
If you need to cancel or reschedule your provider visit, make sure you call MTM as well to cancel or change your ride.
An Aetna Better Health care manager is a nurse, a social worker or other health care professional. If you are in our care management program, they will work with you to coordinate your care and help you get covered services and other special services they may need.
For example, if you have a disability, care managers can help provide the member access to the equipment he or she may need, such as a wheelchair, walker or oxygen tank. Care managers can also help by coordinating special services, such as meal deliveries or home attendant care.
Yes. Aetna Better Health offers our enrollment materials and some other materials in alternative formats for people with special needs, such as hearing or visual impairments. We have materials available in large print, audio CD, in audio files on our website, or in Braille.
We can also help with sign language interpretation or Computer Aided Real Time (CART) reporting at your provider's office for your visits. This service is available at no cost to you or your provider. To make arrangements for sign language interpretation or CART reporting at a provider office visit, call Member Services at 1-866-212-2851 or Illinois Relay at 7-1-1.
If you have a complaint about a provider or about service you have received from Aetna Better Health, we want to help. You can make your grievance on the phone or in writing. You can call Member Services for help at 1-866-212-7851. You can also send or fax a letter telling us about your grievance to:
Aetna Better Health Attn: Grievance and Appeals Dept. One South Wacker Drive, Mail Stop F646 Chicago, IL 60606 Fax: 1-855-545-5196
If you disagree with a decision that we have made related to a grievance or services that you or your provider have asked for, you can file an appeal. An appeal is a way for you to ask for someone to review our actions.
If we decide that the requested service cannot be approved, or if a service is reduced, stopped or ended, you will get a "Notice of Action" letter from us. You must file your appeal within 30 calendar days from the date on the Notice of Action letter.
Call Member Services at 1-866-3212-2851. If you do not speak English, we can provide an interpreter at no cost to you. If you are hearing impaired, call the Illinois Relay at 7-1-1. Write to us at: Aetna Better Health Attn: Grievance and Appeals Dept One South Wacker Drive, Mail Stop F646 Chicago, IL 60606 Fax: 1-855-545-5196
Call Member Services at 1-866-3212-2851. If you do not speak English, we can provide an interpreter at no cost to you. If you are hearing impaired, call the Illinois Relay at 7-1-1.
Write to us at: Aetna Better Health Attn: Grievance and Appeals Dept One South Wacker Drive, Mail Stop F646 Chicago, IL 60606 Fax: 1-855-545-5196
To learn more about the grievance and appeal process, see the Member Handbook or call Member Services toll free at 1-866-212-2851.
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