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Service Excellence Story

Enjoy the personalized service you deserve

Enjoy the personalized service you deserve

For generations, we’ve helped members get the most out of their health plan so they can enjoy healthier lives. Our commitment to service runs deep.


When you call us, you’ll talk with a service team that reflects our caring culture and principles. We listen to your concerns. Do you have questions about your plan benefits? Or what doctors are in your network? Or maybe you need help understanding your medications. Whatever your needs, you can count on us to make them a priority.

Call us at the number on your ID card or go online

Health care will always be about serving people. That’s why we do what we need to do to help you. If you prefer digital solutions, we give you tools that put you in control.

Our commitment to Service in everyday action:

Our commitment to Service in everyday action:

“Aetna’s outstanding reputation for service excellence is the result of really understanding members’ needs and expectations. It comes from carefully listening, paying attention to all details and then putting the right Aetna resources to work for you — because your health journey matters to us.” 

Fred Schulz, vice president, Medicare Service Operations


We live by our values. And that helps provide you with exceptional service.

Resources For Living® — Help when you need it, where you need it

It was a typical claims call and I heard a voice in the background – it was her husband. He was kind of coaching her on how to handle this call. I realized he was training her for the day that he was not going to be here – to help her with this. He must have been the one to take care of all of these calls – and he was preparing her for the situation that a lot of people don’t think about and take for granted. The day when he was not going to be there. And here I am – I have to be the one to help her – help him – help her make her feel comfortable that she can pick the phone anytime and give me a call anytime and resolve the situation. But I felt good because at the end of the call she thanked me and it was just a simple thank you- but you could hear in her voice that it was more than just a thank you for taking the call – it was thank you for helping me through this. And I got the feeling that she is going to feel very comfortable next time she calls in and her husband might not be there.


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Get member help

Aetna members have access to contact information and resources specific to their plans.


This material is for informational purposes only and is not medical advice. Health information programs provide general health information and are not a substitute for diagnosis or treatment by a physician or other health care professional. Contact a health care professional with any questions or concerns about specific health care needs.