I have about $500,000 of yearly premium with Aetna and after the “last straw” today I am no longer placing any of my business with them. STOP WRITING BUSINESS WITH AETNA, MOVE YOUR CLIENTS… NOW!!
Here are just a few of the problems I have experienced. Complete breakdown in customer service, I have sent them numerous faxes to Aetna for things like bank draft change forms, appeal underwriting decisions, removing members off a policy, splitting applications up just to name a few and it is COMMON PRACTICE that the faxes get lost or they say they never received them. Billing problems that would make Enron seem efficient, clients receiving bills for four and five thousand dollars of premium due when they have been set up on monthly bank draft, letters threatening to cancel the policy unless payment received and the client was drafted for that month so the were current ( client had to produce bank statements), billing problems that every month I have to call Aetna because client get the same letter every month telling them their policy was canceled due to non payment of premium. Aetna requesting payment on add-on to existing applications, then I have to call and explain to them the story before they will underwrite the add-on. I have never in my 14 years in this business ever experienced such failure. They have absolutely no clue about customer service. I bet we spend hours a day dealing with their problems. Now, it could be said that these problems are acute, nope, I have experienced these difficulties for about 8 months, just now they started becoming magnified. Two weeks ago I received an email from Aetna that their rates were going up 14.5% and then get an email with the new rates at 40% increase, ok they sent new rates out correcting the problem but the rate increase was closer to 16% and in some cases 25%, but the question I have is how did the incorrect rates get out on the street, should not some review have been done ahead of time? And lastly, at the time I was notified of the rate increase I was assured that I would receive notice of which clients were getting the increase the same time my clients would so I could contact the client and assess their needs and keep them on the books. Nope, 16,000 letters went out last week and no notice to the agent, not until a client called me first bitching. When a rate increase happens it is critical for an agent to contact his client otherwise the client will “shop around”, Aetna just opened the door to my clients to shop. When I called my rep with Aetna all she could say was…. I will have to get back to you on that. I HATE LIERS, and in my humble opinion I have been lied to. So again, I advise you STAY AWAY FROM AETNA, they are a joke
Here are just a few of the problems I have experienced. Complete breakdown in customer service, I have sent them numerous faxes to Aetna for things like bank draft change forms, appeal underwriting decisions, removing members off a policy, splitting applications up just to name a few and it is COMMON PRACTICE that the faxes get lost or they say they never received them. Billing problems that would make Enron seem efficient, clients receiving bills for four and five thousand dollars of premium due when they have been set up on monthly bank draft, letters threatening to cancel the policy unless payment received and the client was drafted for that month so the were current ( client had to produce bank statements), billing problems that every month I have to call Aetna because client get the same letter every month telling them their policy was canceled due to non payment of premium. Aetna requesting payment on add-on to existing applications, then I have to call and explain to them the story before they will underwrite the add-on. I have never in my 14 years in this business ever experienced such failure. They have absolutely no clue about customer service. I bet we spend hours a day dealing with their problems. Now, it could be said that these problems are acute, nope, I have experienced these difficulties for about 8 months, just now they started becoming magnified. Two weeks ago I received an email from Aetna that their rates were going up 14.5% and then get an email with the new rates at 40% increase, ok they sent new rates out correcting the problem but the rate increase was closer to 16% and in some cases 25%, but the question I have is how did the incorrect rates get out on the street, should not some review have been done ahead of time? And lastly, at the time I was notified of the rate increase I was assured that I would receive notice of which clients were getting the increase the same time my clients would so I could contact the client and assess their needs and keep them on the books. Nope, 16,000 letters went out last week and no notice to the agent, not until a client called me first bitching. When a rate increase happens it is critical for an agent to contact his client otherwise the client will “shop around”, Aetna just opened the door to my clients to shop. When I called my rep with Aetna all she could say was…. I will have to get back to you on that. I HATE LIERS, and in my humble opinion I have been lied to. So again, I advise you STAY AWAY FROM AETNA, they are a joke
