Importance Notice For Patients with Aetna Insurance

Aetna is supposed to be waiving cost shares for all non-covid telehealth appointments for its customers and reimburse providers 100% for services rendered. Unfortunately, Aetna has not been doing so and it is a detrimental error on their end. We have tried calling Aetna multiple times over the course of several months to get paid correctly for services rendered for all of our patients with Aetna Insurance. We have had little to no success.

At this point, we have made the decision to follow what our Explanations of Payment (EOP) from Aetna are saying and are sending out outstanding bills to most of our Aetna Clients. Aetna is paying us correctly for some patients, but not all.

We are holding our patients responsible for the outstanding amount and are sending out bills via email soon. We are willing to set up payment plans. We have also had some patients call Aetna themselves and have been more successful than we have been in getting paid properly for services rendered. We encourage all of our patients with Aetna to call them if they do not wish to be responsible for the outstanding amount.

This was a difficult decision to make, but it seems that other providers are having the same issue.

Just to be clear, we are NOT terminating any relationships with any patients with Aetna nor are we no longer taking Aetna insurance. We are making a business decision based on what the EOPs are saying in holding our patients responsible for the outstanding amounts owed and are sending out bills via email soon. We are willing to set up payment plans. We have also had some patients call Aetna themselves and have been more successful than we have been in getting paid properly for services rendered. We encourage all of our patients with Aetna to call them if they do not wish to be responsible for the outstanding amount. The bills can serve as reference for all dates of services when speaking to Aetna.

If any of you have any questions, please feel free to contact us.

Stay well.