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I’m looking for a cardiologist and I’ve been using the app for a while. A few cardiologists are listed as 2 specialties—Cardiology and Cardiovascular Disease Physician. Those that are have an ! In their info that says they’re In Network but ‘certain providers may be out of network for certain specialities at this location: Cardiology’. How can that be? Functionally those two specialties are the same thing. All a Cardiologist does is Cardiology, how can he be listed as out of network for a location for the only thing he does there? The doctors office themselves says they take Aetna insurance all the time, but then what does that ! mean? On the website it says nothing about out of network specialties for any provider and it even lets me use the price estimation tool for that location. Aetna needs to get their information correct one way or another, most people can’t waste time or money accidentally going to an appointment for a provider that’s actually out of network because the app and website have different info. Calling is no help either, I’ve gotten 2 opposite answers from 2 different people, but the second person emailed me a provider list as proof showing the doctor I want to see as In Network as a Cardiovascular Disease Physician. Do I have to check every doctor I want to see 3 times now to average out the answer? I don’t even trust the Provider List I was given at this point.

Aetna failed to process my payment to provider twice. I placed payment for two of my claims using this Aetna mobile app. They both failed. I’ve got past due notice from the provider after I made payment. I called them to explain that I made payment via Aetna mobile app already and had a receipt. Then, a few days later, I’ve got refund for this payment, it was almost month later since I made a payment. I called the provider and apologized this late payment which was not my fault and sent a check them immediately. Now, another claim, I paid for the claim on Mar 19, 2019. Today, on May 14, I’ve got past due notice from the provider. So far, I didn’t see refund logged for the claim on the Aetna mobile app, so I thought my payment was processed and sent to the provider successfully. I called Aetna, I was on hold for a few minutes, and this is what they said: They, Aetna, sent my payment to the provider on May 25, 2019, 6 days after I made a payment via Aetna mobile app. However, the provider never cash it, hence my payment was automatically refunded. Then, why the refund wasn’t shown app soon? And, why payment process didn’t work? Why the provider never cash my payment, is it their fault or Aetna’s fault? My conclusion: I will never use Aetna mobile app to make my payment to provider. I will use my HSA account, the provider’s online payment system, or send a check!

The Aetna app has been consistent in two areas for the last several years, consistency in lack of redesign for the app and consistent poor performance. The app has not changed in years, it provides little to know real useful information without diverting you back to the web based platform, which is an exercise in how many times you can login despite being logged in on the app and the three previous tabs opened in your browser. The answers provided by Aetna are akin to a poorly written mystery novel, you know something happened and you owe some amount of money to someone but you are never really sure. Do not worry, there is a link that will explain it too you; nope it’s just another tab asking you to log in again. The one true feature of this app and Atena’s entire platform is security. No one can login that many times unless it is the user and secondly you can never get actual useful information about your healthcare coverage to utilize it in the best way possible, which lets be honest is the real goal of Aetna. My only wish is that employer moves away from them, as for the app abandon all hope ye who enters.