Let me tell you why I hate AETNA and believe that a dick move like this is totally in character for them.
I made a job change last year, and I ended up having a gap between the expiration of my coverage from my prior employer and the beginning of coverage from my new employer; the gap period was a month. And I blame my prior employer; when I’d done this in the past, a long time ago I’ll admit, my prior employer would pick up my coverage for that month plus the next month – the excuse I got was that I’d given notice before the 15th of the departing month, so by the end of that month I was on my own.
So I contacted the PA Exchange to inquire into coverage. And do you know what happened? I told the person at the exchange (the “navigator,” I think) what I was looking for in the way of coverage, who would be covered, the duration of coverage, etc. And the navigator connected me right away with AETNA, and I was told that a major medical plan would give me what I needed, and they gave me a quote. So the navigator connected me to someone from AETNA who got the process started.
Well, it took a few days to process. A few days turned into a week. And a few more days. And another week, with repeated calls from yours truly all the while to AETNA Customer Service; you would think that, as opposed to inquiring into the state of what year I would actually be receiving my insurance cards, I was asking about whether or not I could purchase the Hope Diamond at Walmart.
So, after about 2 ½ weeks (with my family and I on pins and needles over coverage and having to reschedule appointments like crazy while this was going on…and what about people with lousy or even NO coverage having to try and deal with this, I thought to myself), I called AETNA again and somehow landed with the billing department, which ended up being fortuitous. The very helpful person I spoke with said that all I needed was the Group Number, ID Number and RX Number (I’m pretty sure that was it), and I could make my own insurance and prescription cards to present to our pharmacy and health care providers. So that’s what I did, and everything ended up processing OK.
Oh, and I FINALLY received my AETNA insurance cards with about five days to go in the lapsed month where I needed coverage.
So, to sum up, the PA health care exchange worked like clockwork (for the benefit of you wingnuts out there tempted to yell, “See, that gol’ danged Obama and his big gumint health care takeover did it again!”). However, AETNA moved slower than shit through a straw.
In my experience with employer-based coverage, AETNA is absolutely fine. However, based on this, you’re absolutely hosed if you have to deal with them yourself.
And to me, that speaks volumes about how screwed up our health care is in this country and why letting bad corporate actors like AETNA pursue a merger to become nothing but a bigger and even worse corporate actor is the very last thing we should consider.
Update 8/21/16: Curiouser and curiouser (here)…