Strategic Resource Company

C- K 

on BBB

2 years ago

Have requested letters from Aetna three times in the last week, as it impacts my ability to receive health coverage. Aetna reps have reassured me that they would send the letter within 24 hours (first call on Friday May 26th), within 3 hours (2nd call to Aetna, on my 31st), and on the third call (June 1st), they've reassured me that I could even receive it by end of day today as they see a reviewer has started looking at it as of 40 minutes ago. This lack of letter is impacting my ability to receive healthcare. Aetna represe... read more

Sheri L 

on BBB

2 years ago

***** * I have been calling customer service for the past 3 months every time I go get my diabetic shot pen I get told I have to pay a huge amount of money when I have met my deductible so I grab all my receipts call Aetna start all over explaining that I have met my deductible they change it I pay my copay then the next time here we go again same thing over and over again can they just put something in the computer that says I have net the deductible so pharmacist stops trying to charge me so much money they say they will f... read more

Maggie C 

on BBB

2 years ago

The worst experience I have ever had with an insurance company, which is saying something. Horrendous customer service. They owe me thousands of dollars for claims that should be covered over the course of 9 months. I have called back on 4 separate occasions and each person has told me a completely different process for submitting claims. The customer service team is full of misinformation, which they make your problem because nothing gets approved, and sometimes claims just disappear. When you call back they tell you contin... read more

Rudy B 

on BBB

2 years ago

Kelsey D******* is the Absolute best rep I have ever dealt with. We have Aetna PPO in **. Kelsey has worked with me on 2 claims, she has always followed up and helped me to resolve my issues. Aetna is a great co because of employees like Kelsey Doucette. 

Laurence S 

on BBB

2 years ago

I'm not happy with Aetna at all. But customer service is a joke. First, put in the United States. I want to talk to people whose accent I can understand. This is especially important for seniors like me that have a hard time hearing. I want agents that don't make me repeat everything 3 times, thus extending the call. I want agents that don't repeat the same information 3 times, often to questions I didn't even ask. 

LaShae P 

on BBB

2 years ago

I've never dealt with such incompetent customer service. A claim got denied, I called asking why, they said they would submit it for urgent re-work because it shouldn't have been denied. I call several weeks later wondering when the re-work would be done. It was never submitted for re-work so they were going to do it again. I call a few days later and they said they would do it because the last person didn't. I called a few days later and it hadn't been submitted STILL (it's been months at this point.) And then while on the ... read more

Liliana G 

on BBB

2 years ago

I cannot put into words the utter frustration with this insurance. Its half a year and I cannot get access to a doctor because NO ONE takes Aetna *** Inc. *** ****** Even calling them, so they can find me an in-network provider, and they are unable to. They said they would call me back when they found one, Ive been waiting 3 months. So what do I do? die? okay. Customer service (if you have the time to waste on hold) has no idea what to do. They say you need referrals, then they say you dont. They have to approve absolutely e... read more

Juan M 

on BBB

2 years ago

Charged me for out of network even though the Doctor was on their website as in network, when called they said the doctor had recently joined the network and did not apply. 

Katheryn L 

on BBB

2 years ago

After having them since 2018 I am currently switching. I received an almost 2 hour lecture from a licensed insurance agent who refused to answer my questions on my coverage. She actually was yelling into the phone and trying to sell me more insurance. Never answered my question and just kept repeating that she is a licensed insurance agent and even spent 15 minutes telling me to prounce her name right. Asked for her suggestions to my policy in writing and she refused even via email. And the lecture on how much smarter she is... read more