Pat sent a message to Mark Bertolini – Chairman and Chief Executive Officer of Aetna – Email Address that said:
Hello Mr Bertolini, The reason for my email is to make you aware of an on going issue with medical provider representatives being unable to speak with a live person in the Provider Customer Service department of Aetna. As a person that has been doing medical billing and follow up for most of my adult life I find it very troubling that a company as big as Aetna cannot provide us with the tools to do our job. The physicians do their part by seeing your members, the least Aetna could do is make it easy to speak to a representative without having to call corparate headquarters only to have them transfer me without hearing me out. Any other insurance company I call I am able to speak to a representative without issue. When I call Aetna and request to speak to a representative I am sent back to the que over and over again without ever speaking to a rep.
I am hoping you will address this issue ASAP or at the very least let me know whom to contact. Thank you so much for your attention to this matter.
