FAQs
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How do I contact Member Services?
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Call Member Services at 1-855-456-9126, NY Relay 711.
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What is a Primary Care Provider (PCP)?
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A Primary Care Provider (PCP) is a doctor, nurse or clinic in the Aetna Better Health network that provides your main health care.
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What if I need a specialist?
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A Primary Care Provider (PCP) can refer you to a specialist in the Aetna Better Health network.
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What if I need medical advice in the middle of the night or while out of town?
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Call your Primary Care Provider (PCP) first. The PCP will advise you on what to do.
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Should I go to the emergency room (ER) when my PCP isn’t available?
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In a true emergency, call 911 or go to the nearest ER. Emergency care is only for when you believe your health is in serious danger. Examples of emergency situations include:
- Severe pain
- Serious injury
- Sudden illness
- Illness that is quickly getting much worse
- Heavy bleeding that doesn’t stop, especially if you are pregnant
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Do I get an identification card?
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Yes. You will get an Aetna Better Health ID card in the mail. It will be printed with your name, ID number and Primary Care Provider’s (PCP) name and phone number.
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What if I lose my card?
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Call Member Services at 1-855-456-9126, NY Relay 711.
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What are post-stabilization services?
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Post-stabilization services are non-emergency medical services. Aetna Better Health provides these services after some medical emergencies. It will help to stabilize, improve or fix your condition.
These are covered both in network and out of network. You do not need prior approval.