Aetna

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 78 historical complaints about Aetna, published between 2000 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Warning: aetna health insurance will not cover annual checkups (or once in 10 year checkups in my case!)Published Oct 29, 2012 · Historical consumer allegation
• Aetna Disability Rip Off and ScamPublished Aug 8, 2012 · Historical consumer allegation
• Aetna Employee Health Insurance Slow response, refused supervisor, rude behavior, demeaning and rudePublished Aug 3, 2012 · Historical consumer allegation
• Shani Fletcher Constant threats and surprisesPublished Apr 26, 2012 · Historical consumer allegation
• Not ProfessionalPublished Feb 16, 2012 · Historical consumer allegation
• Aetna Long Term Disability, Aetna Insurance, Aetna, Aetna Disability, Aetna life Insurance ripoff, scam, deceit, fraud, Insurance fruadPublished Jan 17, 2012 · Historical consumer allegation
• Worst health insurance I've ever hadPublished Sep 14, 2011 · Historical consumer allegation
• Aetna, Aetna Long Term Disability, Aetna Disability Insurance Company ripoffs, liars, fraudPublished Sep 7, 2011 · Historical consumer allegation
• Strategic Resource Company The home of disappearing faxed claims. A place where employees are trained to give conflicting information about benefits, mislead about faxed claims not being receivedPublished Jun 14, 2011 · Historical consumer allegation
• Ball canning division Involuntary Termination while on long term disabilityPublished May 27, 2011 · Historical consumer allegation
• Aetna short term disability ins. Gave me the run aroundPublished Apr 23, 2011 · Historical consumer allegation
• Denial of short term disability benefitsPublished Nov 17, 2010 · Historical consumer allegation
• Repeatedly denies valid claims, lies about reasonPublished Sep 27, 2010 · Historical consumer allegation
• Aetna Insurance Doesn't Cover Claims or Stand up to Their Word - Health InsurancePublished Apr 26, 2010 · Historical consumer allegation
• By not paying a hospital bill orginating 12/06 until 12/08, they caused me negative credit reporting which still exists. Hospital attys filed in court in error AFTER bill was paid, I fax proofPublished Nov 4, 2009 · Historical consumer allegation
• Left out important information about benefitsPublished Oct 26, 2009 · Historical consumer allegation
• Aetna makes up reasons not to pay claims!Published Oct 8, 2009 · Historical consumer allegation
• Aetna Disability They claim they overpaid in the sum of $ 20,000.00 and demand payment NOW! Lexington, KentuckyPublished Jul 8, 2009 · Historical consumer allegation
• Did not payPublished Apr 19, 2009 · Historical consumer allegation
• Big ripoffPublished Mar 31, 2009 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.aetna.com/
• Corporate contact center (no member account information), Mon-Fri 8 AM-6 PM ET: 1-800-872-3862 1 complaint mentions this number
• Member pharmacy services: 1-888-792-3862
• Complaints, grievances and appeals page: https://www.aetna.com/individuals-families/member-rights-resources/complaints-grievances-appeals.html

Locations

Aetna claims, complaints and contact: what the company's own pages say (checked October 15, 2026)

Aetna's own pages, opened on October 15, 2026, give the routes below. Plan rules, deadlines and appeal rights depend on your plan type (employer, individual, Medicare, Medicaid, dental, disability) and your state, and your plan documents govern.

Start with the number on your ID card. The Contact us page says for a health plan: "Call the number on your ID card." It lists a corporate contact center at 1-800-872-3862 ("Monday to Friday, 8 AM to 6 PM ET"), which the page says does not have member account information but can share contact options for Aetna Member Services, and member pharmacy services at 1-888-792-3862 (Monday to Friday, 7 AM to 11 PM ET), and under "Write us" gives the address as Aetna Inc., 151 Farmington Avenue, Hartford, CT 06156.

Complaints, grievances and appeals. Aetna's complaints page says there are "3 ways to file a complaint": file a non-Medicare complaint online, print a non-Medicare complaint form to mail or fax, or review the Medicare complaint process. It also says: "Call us at the number on your ID card."

Medicare plans. Aetna's Medicare appeals-and-grievances page describes an appeal as "asking us to take another look at our decision" and a grievance as "like a complaint," and directs members to call the number on the member ID card; the page shows a general Medicare contact line, 1-855-335-1407 (TTY: 711), "7 days a week, 8 AM to 8 PM," and it gives no appeal deadline, so use the ID card and your plan's Evidence of Coverage. Medicare.gov, a federal source, says "You, your representative, or your doctor or healthcare provider must file an appeal within 65 days from the date on the initial denial notice sent by your plan"; it lists a 30-day standard pre-service appeal decision, 60 days for a payment appeal, and 72 hours for a fast appeal when waiting may seriously jeopardize life, health or ability to regain maximum function.

Providers. The Contact us page lists provider lines including Medicare 1-800-624-0756, non-Medicare 1-888-632-3862, non-Medicare dental 1-800-451-7715 and supplemental plans 1-888-772-9682, and says that for Aetna Signature Administrators, Meritain Health, mental health services and substance use treatment you should call the number on the patient's member ID card. Medicaid members: the Contact us page routes Aetna Better Health (Medicaid) to its own contact page, https://www.aetnabetterhealth.com/contact-us.html.

If the company does not resolve it. The complaints page says: "Your state insurance office can help you if you don't agree with a decision made by your health plan — or if you need to appeal a decision," and lists each state's office; for California it separates the California Department of Insurance (insured traditional plans) from the Department of Managed Health Care (HMO and DMO plans). The complaints page labels its state offices "for insured plans only" (for example "Connecticut Department of Insurance - for insured plans only"), so ask your employer's benefits office whether your plan is insured or self-funded and check your plan documents. For California, the DMHC's August 25, 2020 release says: "If the consumer does not agree with their health plan's response or if the plan takes more than 30 days to fix the problem, they can file a complaint with the DMHC Help Center at www.HealthHelp.ca.gov or 1-888-466-2219." Keep claim numbers, dates, call reference numbers and letters.

Not the same as the archive complaints below. Many 2005-2012 complaints on this site concern "SRC, an Aetna company" (Strategic Resource Company), a limited-benefit plan administrator that BBB lists among Aetna's alternate names. They are historical and may not describe current products.

State regulator orders against Aetna entities (primary documents)

The orders below were opened on October 15, 2026. Each is quoted for what it says; the searches were not exhaustive and other state actions may exist.

New York Department of Financial Services, Consent Order No. 2018-0152-S (the order's file name on dfs.ny.gov is ea181212_aetna.pdf; the NYDFS enforcement listing page was not opened). The order names Aetna Health, Inc., Aetna Health Insurance Company of New York and Aetna Life Insurance Company and follows a market conduct examination for January 1, 2012 through December 31, 2015, with a report dated January 29, 2018. Its findings include failure to make prospective determinations, including pre-authorizations, "within three business days of receipt of all necessary information," failure to acknowledge receipt of a member's grievance within 15 days, failure to make a grievance determination within 30 days, and failure to make an appeal determination "within 60 days of receipt of all necessary information to conduct an appeal," and that the respondents "inappropriately applied cost sharing to certain preventive care services" and "inappropriately denied claims related to certain preventive care services." The order says it "contains the Department's findings and the relief agreed to by the Department and Respondents" in lieu of notice and hearing, requires reprocessing of affected claims with interest, and sets a civil penalty of $1,950,000.

Texas Department of Insurance, Commissioner's Order No. 2022-7625 (November 21, 2022). The consent order with Aetna Life Insurance Company says TDI's triennial quality of care examination (January 1, 2017 through December 31, 2019) "found multiple violations, including violations found previously in a market conduct examination," and that "Aetna Life has agreed to pay a $500,000 administrative penalty." Examples in the order: in 10 of 40 initial adverse determinations reviewed, the provider of record was not afforded a reasonable opportunity to discuss treatment. The order also says that after the April 6, 2021 exit conference "Aetna Life did not provide comments on the draft report." It recites an earlier 2017 order (No. 2017-5069) with a $100,000 penalty. Aetna Life waived its procedural rights in consideration of the order.

California Department of Managed Health Care, August 25, 2020. The DMHC press release says it ordered Aetna Health of California, Inc. to stop using the plan's national standard to deny payment for emergency room claims and fined the plan $500,000 for "repeatedly failing to apply California law and failing to implement corrective actions." It states that in 2019 the department's final survey report "concluded that 93 percent of the sampled claims were wrongfully denied" and that Aetna paid $135,000 in fines under 2015 and 2016 settlement agreements. The press release does not state the company's position; this page did not locate a separate Aetna statement.

Who Aetna is and who owns it

Aetna Inc. is headquartered at 151 Farmington Avenue, Hartford, Connecticut. BBB's raw profile data gives a business start of 1853 and an incorporation date of December 13, 2000. Aetna's website states: "Aetna is a proud CVS Health company."

Acquisition by CVS Health. A CVS Health press release dated November 28, 2018, filed with the SEC as Exhibit 99.1 to a Form 8-K, says it "completed its acquisition of Aetna." An October 10, 2018 CVS Health Form 8-K exhibit says Aetna would sell its standalone Medicare Part D prescription drug plans, about 2.2 million members, to a subsidiary of WellCare Health Plans, Inc., as part of the Department of Justice review.

Group life and disability business. A Form 8-K of The Hartford Financial Services Group filed November 1, 2017 says Hartford Life and Accident Insurance Company "completed its previously announced acquisition of the U.S. group life and disability business of Aetna Inc. for cash consideration of $1.45 billion." Disability claims from group plans issued after that date may be handled by the carrier named in your claim letters rather than by Aetna.

Operating entities. Plans are issued by different licensed entities, for example Aetna Life Insurance Company and Aetna Health of California, Inc. in the regulator orders above; the entity named on your plan documents is the one a regulator will ask about.

Strategic Resource Company. BBB lists Strategic Resource Company (SRC) among Aetna Inc.'s alternate names, and complaints on this archive from 2005-2012 identify SRC as an Aetna company handling limited-benefit plans through staffing agencies and employers. This page did not verify when or how the SRC business changed after 2012.

Complaint record: BBB, Trustpilot and this site's archive (as displayed on October 15, 2026)

BBB. The BBB profile for Aetna Inc., Hartford, CT shows rating A+, "NOT BBB Accredited," "1,222 total complaints in the last 3 years" and "300 complaints filed in the last 12 months"; the reviews tab shows "1.04 /5 stars Average of 319 Customer Reviews." BBB's rating and its customer review average are separate measures. BBB also lists other local Aetna profiles that were not opened.

Trustpilot. The Trustpilot page for www.aetna.com shows 409 reviews, a 1.2 score and an "Unclaimed profile" label, and states that Trustpilot does not fact-check reviews.

This site's archive. 83 approved complaints on usacomplaints.com name Aetna, an Aetna plan or an Aetna-owned administrator such as SRC as the subject; they date from 2000 to 2012 (34 of them from 2008). Keyword matches in their text, counted by us and not a finding (a post can match several): 50 mention a denied, delayed or unpaid claim; 24 mention disability benefits; 22 mention SRC; 15 mention prescriptions or pharmacy; 22 mention premiums, payroll deductions or cancellation. These are consumer allegations and are not independently verified. Duplicate, machine-rewritten and non-complaint submissions were excluded.

Complaints that use Aetna's name in a fake job offer or a sweepstakes letter were not counted as complaints about the insurer.

Court record

Beckett v. Aetna, Inc., No. 2:17-cv-03864 (E.D. Pa.). A consolidated class action in the Eastern District of Pennsylvania against Aetna Life Insurance Company, Aetna Specialty Pharmacy, LLC and Aetna, Inc., as listed on the CourtListener docket. Entry 72, signed October 15, 2018 and docketed October 16, 2018, enters final judgment and dismisses the case with prejudice "in accordance with the terms of the settlement agreement," not binding the ten class members who opted out; the fee order (entry 71, signed October 15, 2018, docketed October 16, 2018) sets class counsel fees at $4,290,300, described as 25 percent of the settlement fund. The docket entries and the court's federal judicial statistics page (nature of suit 890, other statutory actions; disposition settled) do not state the claims, and this page did not read the complaint or the settlement agreement.

United States ex rel. Thomas v. Aetna Inc., et al., No. 24-cv-339 (E.D. Pa.), and the March 2026 federal settlement. The U.S. Department of Justice announced on March 11, 2026 that Aetna Inc. "has agreed to pay $117,700,000 to resolve allegations that it violated the False Claims Act by submitting or failing to withdraw inaccurate and untruthful diagnosis codes for its Medicare Advantage Plan enrollees." The release says: "The claims resolved by the settlement are allegations only and there has been no determination of liability." The matter covers payment year 2015 chart reviews and payment years 2018 to 2023 morbid obesity codes. This page did not locate a separate Aetna statement.

Smith v. Aetna, Inc., No. 1:26-cv-12330 (N.D. Ill.). The CourtListener docket shows a complaint filed October 7, 2026 and an initial status hearing set for December 16, 2026. The docket entries opened do not describe the claims, so none are stated here; a complaint is an allegation.

Other litigation involving Aetna, including the many suits about individual claims, was not catalogued here.

Is Aetna Legitimate?

Aetna Inc. is an identifiable operating company at 151 Farmington Avenue, Hartford, Connecticut, which describes itself as a CVS Health company and is named in state regulator orders as a licensed insurer through entities such as Aetna Life Insurance Company. Regulators in New York, Texas and California have issued the orders summarized above, and BBB, as displayed on October 15, 2026, shows an A+ rating alongside a 1.04 average from 319 customer reviews. Fake job offers and sweepstakes letters that use the Aetna name appear among the archive complaints, so verify any contact claiming to be Aetna through the numbers on your ID card or aetna.com.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Also named in this complaint: Declined for Insurance from both carriers
• Named as an affiliate: Aetna insurance company keeps refuseing to pay ligitmate claims
• Named as an affiliate: Owned By AETNA Insurance Co Ms. Dinah Jolly-Keys Deceitful obfuscation regarding receipt of 5 claims over 2 years, persistently lied about receiving claims, promised action but never delivered
• Named as an affiliate: Aetna sends form after form still doesn't pay after 5 months
• Named as an affiliate: SRC An Aetna Company

Company Relationships

• Owned by: CVS Health
• Affiliated with: Strategic Resource Company (SRC)

Frequently Asked Questions