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Knowledge Base – Aetna International

Your Aetna International Insurance Information

Table of Contents

1. Member Portal
2. Pre-certification
3. Claims
4. Understanding Your Global Employer Group Medical Insurance Benefits
5. Understanding your Explanation of Benefits (EOB)
6. Using your Global (Outside the U.S.) Medical Network
7. Using your U.S. Medical Network
8. Emergency Medical Evacuation
9. Preventative and Immunization Benefits
10.Telehealth and other insurance benefits

Welcome To Your Aetna International Group Insurance Plan

Your Aetna International employer group plan comes with incredible medical benefits including emergency evacuation, telehealth coverage, a vast international network, and self-service through your Aetna Health Hub member portal. 

Aetna International has over 50 years of experience in delivering global health care. Now teamed up with CVS in the USA, you can count on your global health care needs being taken care of. We will be introducing some key tools and tips to help you get the most out of your Aetna International employer group insurance.

On this page you’ll find information about your GNI team, your member portal, claims and benefits, and much more. This knowledge base was developed specifically to help you navigate any questions or challenges you may have.

We want you to make the most of the benefits of your international employer group insurance plan. 

Don’t forget to bookmark this page so that you can easily find the answer to your future insurance questions.

GNI Contact Information

Your Group Insurance Advisors: Karen, Kirk, & Doug.

telephone icon 480-813-9100
envelope icon groupservice@gninsurance.com (attn: Karen)
building icon 690 E Warner Rd Ste. 117   Gilbert, AZ 85296

Quick Links

  • Claim Form
  • Finding care overseas
  • Direct Settlement Americas
  • Health Hub Overview
  • Health Hub Claims Overview

Understanding Member Portal

Aetna Health Hub is your personalized, secure member website that is fast and easy to use on any device. You can also use the Health Hub from the Aetna International App.

With Health Hub, you can:

  • Find nearby doctors and hospitals worldwide
  • Access your health care plan documents
  • Submit claims faster and easier
  • Browse a library of health and wellness topics
  • And much more

GNI Team Q & A

Question: How do I sign up on the Aetna Health Hub?

Answer:  see the attached flyer, or follow the instructions below

  • Go to https://www.aetnainternational.com/members/login.do
  • Click on “Register”
  • Enter your Name, Date of Birth
    Make sure that Aetna International Plan Member is selected under “Your Plan type”
  • Enter in your Aetna member ID
    Check the box “I accept the terms & conditions”
    Click on “Get Started” to create your account

Here is a link that gives screenshots of the website and walkthrough instructions for Health Hub.

You’ll also find instructions on how to search for a doctor, how to file claims, and navigate the website!

 

Question: Which app do I use and where?

Answers:

Use the Aetna International Mobil assistant when you are abroad:

The Icon looks like this: In the U.S., you’ll want to use the Aetna health app. The Icon looks like this:

Use the Aetna Health app when you are inside the U.S. to:

  • Find doctors, hospitals, urgent care centers and walk-in clinics in the U.S.
  • Estimate your costs
  • Track your claims
  • Access your digital ID card
  • And much more!

International Mobile App – Aetna also has a mobile app that you use. You can download the app through Google Play or Apple App Store. Just search for “Aetna International”. It should look like this, blue with a little world on it:

 

You will login using the same username and password as the member website. From the mobile app you can do all that you can on the member website from the convenience of your phone!

  • Submit and monitor your claims.
  • Search for doctors and hospitals outside of the U.S.
  • Find forms, health care resources and more.
  • Download ID card

 

GNI Team Tidbits

Sending a message through HealthHub:

  • Aetna always recommends calling in: the phone is the most efficient way to get your questions answered. However, if you prefer to use the portal, please see the information on this PDF

GNI Team Final Thoughts

Did you know that Aetna International member service centers are available 24/7/365, and have the ability to communicate in over 240 different languages?

  • You can reach member service centers by calling the number on the back of your Member ID Card.

Ask Doug

Videos

  1. How does my Deductible Work
  2. Why is my Deductible Higher in the U.S.
  3. Top 5 things to remember when you start your international employer medical group insurance

Ask Doug

Key Notes

Question: Who should I call when I have Medical Emergency?

Answer: If needed, call your local 911 where you are. If you need assistance from Aetna International, please call the number on your ID card: 1-813-775-0190 collect.   Or International Toll Free to US: 800-231-7729. Be prepared with contact numbers for yourself and medical providers.

Understanding Pre-Certification

Understanding Pre-Certification

Although pre-certification is not required for treatments and procedures when overseas, it’s always a good idea to request precertification. This will help to verify that your treatment qualifies as a medical necessity. All treatments and procedures need to be considered a medical necessity in order to be covered by your insurance.

GNI Team Q & A

Question:  How does precertification work outside the U.S.?

Answer: Precertification is not required overseas, but all medical expenses have to pass the medical necessity test. Pre-certifying or verifying coverage when overseas, will help you learn if the proposed treatment or expense will be covered.

Any questions, contact Member Services at aiservice@aetna.com or 1-813-775-0190 24/7/365 or toll free in the US at 1- 800-231-7729.

 

Question: Are fertility services covered?

Answer: Fertility service coverage varies from state to state and policy to policy. It’s best to pre-certify the service that you are proposing before going forward to find out if is a covered treatment or not.

GNI Team Tidbits

What is precertification and why is it required?

Precertification is done by your Aetna Network Providers in the U.S. It is their responsibility to pre-certify the care they are giving. If a network provider fails to pre-certify services, there is no additional out-of-pocket expense to you.

When you go to an out-of-network provider, it is your responsibility to make sure that precertification from Aetna is received for any services or supplies listed in your policy. If out-of-network services are not pre-certified, your benefits may be reduced, or the plan may not pay any benefits.

Here is a partial list of services requiring precertification in the US:

  • Stays in a hospital, a skilled nursing facility, a rehabilitation facility, in a hospice facility
  • Outpatient hospice care, home health care, private duty nursing.
  • Stays in a treatment facility for treatment of mental disorders, alcoholism or drug abuse treatment
  • Home health care
  • Private duty nursing care

GNI Team Final Thoughts

Precertification is not required for care received outside the U.S. However, pre-certification establishes medical necessity. If you are not sure if something is covered, it is recommended that you pre-certify with Aetna.

Ask Doug

Videos

  1. General information on global medical insurance precertification
  2. Do I need to pre-certify before a hospital admission or surgery?

Ask Doug

Key Notes

If in doubt, pre-certify.

Understanding Claims

Understanding Claims

Aetna International makes it easy to submit your claim, provide necessary documents, view the status and track the payments, all through the Health Hub, or online at www.aetnainternational.com.  

For a quick video on how to make an online claim, go here: https://www.aetnainternational.com/en/individuals/make-most-of-plan/quick-video-guides/outside-us-video-guides-health-hub-help-faqs.html.

Before you submit your claim, make sure you have the following information:

  1. Your member ID number and your contact information.
  2. Complete details of the service, such as the date and the reason for your visit.
  3. All necessary supporting documents, including: itemized bills and invoices, original receipts for services, medical reports, X-rays, etc.
  4. Your preferred method for being reimbursed. You can choose an EFT (Electronic Fund Transfer), a wire transfer or physical check. Payment is available is 157 worldwide currencies!
    1. If choosing an EFT, be sure to have the bank’s name and routing number, their contact information, and your account number when you submit your claim.

GNI Team Q & A

Question:  What does the Health Hub allow me to do?

Answer: Using the Health Hub allows you to search for your claims by you or your family member’s name, by the Provider’s name, by the date of service, etc., to make it easy to locate what you are looking for.  Once you are there, you can review the claim details, look at your EOB (Explanation of Benefits) once it is ready, find out what payments have been made and when, upload any requested documents, and more.

KB – AETNA INTER. Health Hub Claims Overview. Claim box.

 

Question:  How do I submit a claim online?

Answer:

To submit a claim online, log in to your secure member portal, then follow these steps:

  • click “Claims Center”, then “Submit claims”
  • complete your claim information
  • copy, scan and upload your supporting documents
  • click “submit claim” to finish the process
  • after you have submitted your completed form and uploaded your documents, you will receive a notification via email to let you know that the claim has been submitted successfully.

You can also submit a claim by email, fax or regular mail.  For instructions, click on this link again: https://www.aetnainternational.com/en/individuals/make-most-of-plan/quick-video-guides/outside-us-video-guides-health-hub-help-faqs.html.  Then click on the banner above the video that says, “if you want to find out how to submit a claim via email, fax or traditional mail, read more here.” 

Here is the Aetna claim form that you can fill out in order to submit claims through any of their processes: Aetna Claim Form 2022.

 

GNI Team Tidbits

Customer Service and Claims Questions

Email: aiservice@aetna.com  

Phone and Fax numbers:

  • In the US, call toll-free at 1-800-231-7729; outside the US, you can call collect at 1-813-775-0190
  • World Aware – 1-646-513-4232 For Security issues: https://my.worldaware.com/affiliates/aetna
  • Fax, outside the US 1-859-425-8751; in the US 1-800-475-8751

GNI Team Final Thought

Question:  How do I track my claim?

Answer:

  1. Log in to Health Hub and select “My Claims”
  2. Select “Aetna Navigator.” You’ll be taken to a screen where you can view the status of your claims and your Explanation of Benefits.

Ask Doug

Videos

  1. How do I submit my claim?

Ask Doug

Key Notes

Question: Do I need to carry the ID card with me at all times?

Answer: Your ID card contains important information including contact information for Aetna should a medical emergency arise. We recommend that you carry it with you at all times. If it gets lost or stolen, you may download a replacement card and order a new plastic one through your account online.

Understanding Your Group Insurance Benefits

Understanding Your Employer Group Medical Insurance Benefits

Your employer-provided health insurance is with Aetna International. It supplies both medical and mental health benefits.

There are some basic terms and language you should know in order to have a better understanding of your medical benefits:

  • Deductible: What you owe the provider(s) before the insurance begins to pay.
  • Coinsurance: This is where you pay part of the claim and the insurance pays the other part of the claim. This starts after you have met your deductible. In most plans, you may not have to pay anything for services overseas after the deductible is met. In the US, a typical percentage that you pay after the deductible is 20-30%.
  • Co-payment. In the US, things like doctor’s visits and prescriptions have a co-pay. For example, with a $20 co-pay for an office visit, you pay the doctor $20 every time you go there, and the insurance pays the rest.

GNI Team Q & A

Question:  Is maternity covered?

Answer:  Maternity care is covered as any other illness. Births are covered at licensed Birthing Centers and hospitals. Births at home or unlicensed facilities are not covered. As with all other hospitalizations in the US, pre-certification is required, which is done by your network provider. If the birth is out of network in the US, the provider may do the precertification for you, but you are responsible to make sure it is done. Pre-certification can be initiated by calling the number on your card. Newborns are covered under their mother’s policy coverage for the first 31 days. To continue coverage after 31 days, you will need to enroll them within that 31-day period. Contact your administrator for enrollment. Any questions, contact Member Services at aiservice@aetna.com or 1-813-775-0190 24/7/365 or toll free at 1-800-231-7729.

GNI Team Tidbits

Telemedicine is available for online virtual appointments with certified professionals any time, from wherever you are, to discuss diagnostics, request referrals, and figure out the next steps in your personal health journey. 

GNI Team Final Thought

Aetna’s Member Service Center is available 24/7 by calling the number on the back of your ID card. They are happy to answer questions about specific benefits that you have.

Ask Doug

Videos

  1. What does Cross-Accumulate Deductible Mean?
  2. What is covered and what is not?
  3. What Does “Co-Insurance” Mean?

 

Ask Doug

Key Notes

MinuteClinic® and HealthHUB®

We’re delivering a simpler, more convenient health care experience. MinuteClinic and HealthHUB health care providers at CVS Pharmacy® locations can:

  • Diagnose, treat and write prescriptions
  • Provide vaccinations, routine lab tests and educational resources for chronic conditions
  • Treat minor wounds, abrasions, joint sprains and skin conditions

Understanding Your Explanation of Benefits (EOB)

Your EOB

Every time a claim is submitted to Aetna, whether by yourself or a provider, Aetna will process the claim and issue an Explanation of Benefits. This is not a bill, it’s just a description of how Aetna will pay (or not pay) a claim.

The EOB shows the date of service, the service provided, the provider’s name, patient name, any discounts applied, what is the patient responsibility and what Aetna has paid to either you or the provider.

If some or all of the claim is not paid, there will be a remark code and a Code Key that explains why it was not paid. In most cases, it is because there may be some missing information, or the claim was submitted past the deadline.

Here is a sample of what one looks like:

Aetna may convert your claim payment from the local currency to USD. This provides for consistent accounting across all claims worldwide. Your EOB will show you the amount billed in the local currency, the conversation rate and the final amount in USD

GNI Team Q & A

Question: What is pre-certification

Answer: Pre-Certification: For certain services in the US, pre-certification for medical necessity is required. If you are using an in-Network provider, they will take care of the process for you. It is required for in-patient care, out-patient services, and certain imaging services (such as x-rays, MRI’s, etc.). You are responsible for the precertification process if you are using an out-of-network provider.

 

Question: What is Guarantee of Payment (GOP):

Answer: This letter from Aetna International is sent directly to your provider and tells them exactly what treatment Aetna International will pay and how much they will pay for it.

 

Question: What is Explanation of Benefits (EOB)?

Answer:  This is when Aetna processes a claim, they issue a document which describes the services and what was paid to whom. It will also show the Patient Responsibility (what you may owe, if you haven’t already paid it).  If the claim – or any portion of it – is denied, the EOB will explain why.  

GNI Team Tidbits

Question: What is a Letter of Authorization (LOA) and Guarantee of Payment (GOP)

Answer: These preauthorization documents are like a referral. They authorize treatment and let doctors know your plan will pay for their services. These are sometimes needed before you see a doctor (except in cases of emergency).

Question:  What is a direct settlement?

Answer: An agreement Aetna International makes with hospitals and clinics to have them bill Aetna directly for covered medical services. It helps:

  • Lower your out-of-pocket costs at the time of service
  • Make it easier for you to prepay, submit claims and get reimbursed
  • By sending your Letter of Authorization / Guarantee of Payment directly to the treatment facility, we may even be able to negotiate a one-time direct settlement arrangement when you need to see a doctor outside of our network.

GNI Team Final Thought

Appealing a Claim Denial – If your Claim was denied, you can also appeal the denial, by writing to the address on shown on your EOB. Be sure to supply supporting documents to explain why you believe Aetna should overturn the denial. Please let us know at groupservice@gninsurance.com, if you need advice on how to do this.

Ask Doug

Videos

  1. What do these different levels of deductibles mean?
  2. What does “out-of-pocket maximum” mean?
  3. Understanding my Explanation of Benefits (EOB)

Ask Doug

Key Notes

  1. Part 1 of 2 – Your out-of-pocket maximum
  2. Part 2 of 2 – Your out-of-pocket maximum

Using your Global (Outside the U.S.) Medical Network

USING the Aetna Network outside the USA

Finding medical providers (outside the U.S.) nearby:

  • You may log into your account in the Aetna HealthHub (online or through the mobile app). From there, you can do a search to find those Providers near you that already have a direct-pay relationship with Aetna. You can also start the process for preauthorizing a treatment or service.
  • Click on this link, https://www.aetnainternational.com/en/individuals/make-most-of-plan/quick-start-video-guides/say-hello-to-scoop-us.html, and scroll down to the preauthorization video for more information/
  • Just click on the “Apply for Direct Settlement” button in the HealthHub.
  • Here is a Aetna International PDF with information – Finding Care Overseas.
  • If there isn’t a direct pay provider near you, you may request to a Guarantee of Payment letter for the provider you choose. Or you can go to any local provider, pay for the services, and then submit a claim for reimbursement.

 

GNI Team Q & A

Question:  What about Prescriptions?

Answer:  Prescriptions filled overseas and in the U.S. outside the network are subject to the deductible and coinsurance. If you get prescriptions in the U.S. and use the network, insurance would cover 100% after a $10 co-pay for generic, $20 co-pay for brand, or $40 co-pay for non-preferred brand per one-month supply.

 

Question:  How does mail order of Prescriptions work in the U.S. and Abroad?

Answer: Expatriate Prescription Services (EPS) is an overseas mail order prescription service provider that will ship direct to you overseas. This program is especially useful for those areas of the world where it is difficult or unsafe for you to fill prescriptions locally. You would be subject to the same co-pays discussed above and EPS will ship up to a maximum of 180-day supply. With EPS, there is no need to arrange for drugs to be bought and shipped from the US.

You can simply place an order by visiting https://www.expatps.com/aetna/ Shipping is included for most locations; however, you will be responsible for any customs charges there may be. You can also call 855-336-9728 for questions.

Here is the link to order prescriptions for delivery in the USA: Aetna Rx Home Delivery – https://www.aetna.com/individuals-families/pharmacy/rx-home-delivery.html. 

 

Question:  What about Vision Hardware and Hearing Aids?

Answer:  Vision Hardware (Glasses or contacts) are covered at 100% once a year up to $200. Hearing aids are covered subject to the deductible and coinsurance once every 3 years up to $1000 for dependent children less than 24 years of age.

GNI Team Tidbits

To find care overseas:

  1. Go to aetnainternational.com and log in to Health Hub with your user name and password
  2. Using the drop-down boxes under “Find Health Care,” select a country and city, then click “Search” to find a doctor near you.

To initiate a direct settlement request for a listed hospital outside of the United States:

  1. Click the “Apply for direct settlement” button to be directed to the appropriate form
  2. Complete the form, then click “Submit” at the bottom of the page

GNI Team Final Thought

CARE team:

When you are outside the United States and have questions about your health, you can call our Care and Response Excellence (CARE) team to get answers. These clinicians are available around the clock to help with: • Finding doctors and hospitals in your specific region • Providing culturally-appropriate care recommendations • Coordinating and supervising medical evacuations • Offering support in multiple languages • Accessing medical devices or prescription medications

Ask Doug

Videos

  1. Part 1 of 3 – Two key medical insurance network models
  2. Part 2 of 3 – Some key differences in comparing your your medical networks
  3. Part 3 of 3 – How does my U.S. and interntional medical network stack up to others?

Ask Doug

Key Notes

Finding care:

Aetna International has developed strong, secure partnerships with health care providers around the world that promote access to quality care.

When you’re outside the United States:

  • Aetna International recommends staying in network to avoid paying upfront
  • Aetna International can issue a Letter of Authorization (LOA) if you choose an out-of-network provider. This helps guarantee procedures will be covered and your provider will settle the charges with us

Using your U.S. Medical Network

Understanding your U.S. Network

Log into your Aetna online account or the HealthHUB mobile App. From there you can search for in-network providers, make appointments with them, and get the most benefit from your insurance.

If you have questions or need, help call the Members Services at the number on the back of your ID card.

GNI Team Q & A

Question:  How do I fill my prescription in person when I am overseas?

Answer:

  1. Find a pharmacy — Log in to your member website at AetnaInternational.com to search our directory for a pharmacy near you.
  2. Go and pay — Visit the licensed pharmacy of your choice and pay for your prescription.
  3. Save your receipt and pamphlet — To get reimbursed you’ll need your diagnosis, date of service, drug name and dosage requirements.

 

Question:  How do I get medications by mail order inside the U.S.?

Answer:  CVS Caremark Mail Order Pharmacy. 

  1.  Ask your doctor to write two prescriptions for your maintenance drug: 
    1. a 30-day supply for you to fill at your local pharmacy and
    2. a 90-day supply (with three refills). 
  2. Visit Aetna.com to get the order form.
  3. Fill out the form. Then mail it to the address on the form with your 90-day prescription.  Be sure to include your method of payment.  Or your doctor can fax your prescription to 1-877-270-3317.

 

Question:  How do I get medications by mail order outside the U.S.?

Answer: 

  1. Get ready by having on hand:
    1. your medical ID card
    2. a scanned copy of your prescription to upload
    3. your credit card to pay for any required co-insurance or copay
  2.  Go to expatps.com/Aetna and follow the instructions to order your prescription.
  3. Call 855-335-9728 if you have questions or concerns.

 

Question:  May I order up to 12 months of prescription in advance?

Answer:  You may be able to order up to a 12-month advance supply of covered medications at any participating U.S. pharmacy. Contact Aetna Customer Service to arrange an override.

GNI Team Tidbits

If you are already logged into Health Hub, you can easily access Aetna Navigator without a separate sign-in.  It lets you:

  • Find U.S. doctors, hospitals and walk-in clinics
  • Track your claim status
  • Access your digital Member ID card
  • Estimate your out-of-pocket costs
  • Compare costs and quality of area hospitals, medical procedures and prescriptions
  • Take advantage of a who lost of health and wellness programs.

GNI Team Final Thought

The Aetna Connected Plan with CVS Health aims to deliver value for both employers and employees by leveraging the combination of Aetna’s provider performance networks with the reach of CVS Health retail locations. By the end of 2021, CVS Health’s retail locations are targeted to include over 1,100 CVS MinuteClinic® locations, 1,300 CVS® HealthHUBTM locations and nearly 10,000 CVS Pharmacy® locations.

CVS MinuteClinic = 1,100 locations

CVS HealthHUB = 1,300 locations

CVS Pharmacy = 10,000 locations

Ask Doug

Videos

  1. Dealing with Out-Of-Network Expenses on a Group Medical Plan
  2. (USE ONLY FOR CIGNA GLOBAL)Employer Insurance: “In-Network” Benefits 101
  3. Your Deductible

Ask Doug

Key Notes

According to a 2019 Aetna study, the average Aetna member with a chronic condition visits a health care provider like a physician or nurse practitioner three times per year but interacts with a pharmacist 15 times annually.

The design of the Aetna Connected Plan with CVS  Health leverages this relationship, tapping pharmacists to not only ensure the safety and supply of members’ prescription medications, but also to help identify members’ other health needs and connect them in real time with additional points of care. 

Emergency Medical Evacuation

Your Emergency Medical Evacuation Benefits

You have a variety of emergency services through your Aetna plan. Just call the Emergency number on the back of your member ID card, and they will work with you and any necessary medical providers to get you the care you need.

Services include:

  1. Emergency or Urgent Medical evacuation
  2. Medical Repatriation (to home country or assignment) for recovery after evacuation.
  3. Return of Mortal Remains
  4. Return of Dependent Children
  5. Companion Travel Coordination

GNI Team Q & A

Question:  What other helpful information does my Emergency Assistance provide me?

Answer: As a member, you also have access to the following helpful information through the Aetna International secure member website located at AetnaInternational.com:

  • Daily security alerts from around the globe
  • Country risk assessments
  • Tips on traveling safely

GNI Team Tidbits

Question:  How do I access the Emergency Assistance Services Program?

Answer:  Please call Aetna International Member Service Center at the Emergency telephone number on your member ID card.

GNI Team Final Thought

Did you know?

Our International Member Service Centers are available 24/7/365, and have the ability to communicate in over 240 different languages. To reach them, call the number on the back of your Member ID Card.

Ask Doug

Videos

  1. Ask Doug -Who should you call in a medical emergency on your international employer group insurance?
  2. Understanding your international emergency medical evacuation benefits

Ask Doug

Key Notes

Look for your Member ID card – It’s your all-access pass to better care

We’ll send your Member ID card in the mail, so keep an eye out for it. We recommend keeping your Member ID card with you at all times, so you have it when you need it. Your card has:

  • Your Member ID number — used when seeking care and registering online
  • Member Service Center phone number — if you have questions
  • Emergency Services phone number — for easy access in case of a medical emergency

Preventative and Immunization Benefits

Understanding Preventative Care

Your Aetna International Insurance plan includes benefits for preventative check-ups and lab work. It also includes coverage for immunizations for regular scheduled inoculations as well as travel immunizations. These are covered 100% Internationally and in-Network when in the USA. Find your network providers through your Aetna online portal.

GNI Team Q & A

Question – What is Preventive Care?

Answer – Preventive care services are provided during an annual wellness exam or check-up, in the absence of symptoms. You and your doctor will determine what tests and health screenings are right for you based on your: age, gender, personal and family health history.

 

Question – What is Not Preventive Care?

Answer – When you have a positive result in one of the screenings and the doctor orders additional screenings and tests to determine the cause. These services are covered under your plan’s medical benefits, not your preventive care benefits. For example, a lump is noted on a mammogram and a more detailed scan is requested. Even if the result is negative, the second scan is still considered diagnostic (subject to deductible & coinsurance) rather than preventative.

GNI Team Tidbits

For free Preventative benefits, have your exams, tests, and labwork done either overseas or in the US. If out of network in the US, these will be subject to the deductible and co-insurance, likely meaning you will pay for everything.

GNI Team Final Thought

You and your children are eligible for wellness visits and routine screenings once every 12 months. Please take advantage of these benefits. These are meant to catch serious illnesses in the early stages so that treatment has the best outcome.

Ask Doug

Videos

  1. Difference of an Annual Preventative vs. Sick Benefits 

Ask Doug

Key Notes

  1. Telehealth 101 – What it is and all its benefits
  2. 7 CRUCIAL Things You Can Do in Your Overseas Insurance Portal

Telehealth and Other Insurance Benefits

Understanding your Telehealth Benefits

  • In the US: You can also access TeleDoc online at: https://www.teladoc.com/aetna 
  • In Touch Care – When in the USA, a 24–hour Nurse Line for help with a wide range of basic healthcare questions is available by calling the toll-free Member Services number on the back of your ID cards.
  • If you prefer to access the Nurse Line through the member website, you will be able to:
    • Send us an e-mail with your questions and a qualified Nurse will respond within 24 hours.
    • Use the symptom checker for a possible explanation for your symptoms and what to expect
    • Learn about the treatment options and risks for your condition and what steps to take
  • When you are overseas, you can access vHealth through your online member portal or the App and talk to qualified physicians directly from your smartphone or tablet.  No waiting rooms, no forms to fill out, and up to 30 minutes to ask your questions and get some answers.

GNI Team Q & A

Question: What is Care Team?

Answer: This is a team of registered nurses who are part of Aetna’s International Health Advisory Team (IHAT) who are available 24/7/365, and can provide assistance with:

  • Pre-trip planning – you will have access to pharmacy and doctor locations, vaccinations you may need, health risks in your new country, travel tips, daily security alerts from around the globe, and even advice on places where you would want to take extra care as you travel.
  • Coordinating second opinions for complex cases – whenever you have a complex medical issue that normally could mean going back to the US, IHAT’s nurses will arrange for a second opinion with a doctor in the US from the Harvard Medical Program. Using test results and other medical data, the doctor will be able to give second opinions to you anywhere in the world.
  • Worldwide coordination of routine and urgent medical care – Aetna keeps track of doctor visits, emergency care, and prescriptions taken in a behind the scenes system that will automatically check for reactions between prescriptions and pass that information along to primary care providers to ensure that you are getting the best and most comprehensive care possible.
  • General medical advice—they are unable to diagnose or write prescriptions, but they can give advice and steer you in the right direction for the medical care that you or your family members need.

You can access these benefits and more by contacting Member Services at aiservice@aetna.com or 1-813-775- 0190 (collect) 24/7/365 or toll free in the US at 1-800-231-7729 or by going online to your secure member website.

GNI Team Tidbits

24/7 virtual telemedicine support

Aetna International connects your physical care with their digital tools to offer virtual support when you need it most. With our telemedicine offerings, you have 24/7 access to experienced doctors for telephone and video consultations no matter where you are.

  • Teladoc – Aetna International virtual care support available to members in the United States. Teladoc services vary according to plan type. Refer to your plan documents for more information.
  • vHealth – Aetna International virtual care support available to members outside the United States. vHealth by Aetna is currently available to eligible members in a number of territories around the world including India, Asia Pacific, UAE and UK

GNI Team Final Thought

  • WYSA Mental Health/Coaching app is a free download to Aetna members. 
  • Wysa provides instant access to emotional and mental well-being professionals available 24/7 to help with stress, sleeplessness, relationships, anxiety and other issues.
  • Here is more information on this benefit – WYSA Mental Health

Ask Doug

Videos

  1. How to Find Out if Your Global Group Plan Offers Telehealth
  2. Do I have vision benefits on my international employer group medical insurance?

Ask Doug

Key Notes

Check with your employer to see if they have a Hospital Indemnity program in place that will pay you, when being hospitalized outside the U.S. rather than in the U.S.

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