How to access care with your plan

A new plan year is a fresh start — and having access to care should be easy. Whether you need to see a provider in person, get care from home or manage your health online, your plan has options to support you. Knowing where to turn makes it easier to stay on top of your health and get the help you need, when you need it. 

Reach out for support

There are several Aetna teams ready to support your health care needs, including: 

1. Care team

Many health care professionals play an important role in maintaining your health, including your Aetna personal care team. 

Their goal is to save you time and stress while helping you stay as healthy as possible. This team can help you schedule health care appointments, create a personalized care plan and answer any questions about your health or medications. 

Your care team members include: 

• A health survey specialist: conducts an annual health survey to understand your health needs
• A care manager: creates and oversees your care plan  
• A social worker: helps with basic needs like housing and utilities  
• A care coordinator: arranges necessary services and appointments covered under your Aetna plan
• A pharmacy team: reviews your medications each year 
• A behavioral health care manager: can provide mental health support

2. Member Services

This team is ready to assist you with your plan. Member Services is a great resource if you can't find answers to your questions on your member site. This may include:

• Benefits and coverage
• Claims and billing
• Translation services 

Call them at 1-833-595-1008 (TTY: 711), 8:30 AM to 5:00 PM local time, Monday through Friday. 

Your care team is here to help you manage your health and find local support

Your care team adds an extra layer of support to your plan. They can help you set up medical appointments and connect with community services. Simply put, they can make your day a little easier.

Connect with your care team

Connect with your care team

3. 24-Hour Nurse Line*

For health care questions, you can call our 24-Hour Nurse Line and speak to a registered nurse. A nurse can help with deciding the right place for care, understanding your symptoms and managing chronic conditions.

Access the 24-Hour Nurse Line at 1-855-493-7019 (TTY: 711), 24 hours a day, 7 days a week. You can also find this number on your member ID card.  

*FOR 24-HOUR NURSE LINE: While only your doctor can diagnose, prescribe or give medical advice, the 24-Hour Nurse Line can provide information on a variety of health topics.

Health care at home

You don’t have to leave home to get quality care. Your plan includes services and supplies that bring care to you — wherever you are.  

Telehealth visits: Connect with participating in-network providers online for routine care, medication refills or chronic condition management — no sitting in a waiting room required.

Healthy Home Visit: A licensed Signify Health® professional can visit your home to complete a health assessment and share results with your primary care provider (PCP).

At-home medical supplies: Managing a chronic condition like diabetes of heart disease? Your plan covers supplies such as blood glucose monitors and walkers. Check your Evidence of Coverage (EOC) at for full details.

Take advantage of $0 copays 

Your plan covers key preventive and chronic care services to help you stay on top of your health.

• Annual Wellness Visit: See your in-network primary care provider (PCP) for your Annual Wellness Visit (AWV) — both have a $0 copay. During your Annual Wellness Visit, your PCP will talk with you about your overall health and wellness. They will use your answers to build a personalized prevention plan based on your current health and risk factors. And visiting an in-network PCP helps you avoid added costs.
• Specialist care*: Visit certain in-network specialists for chronic condition management with a $0 copay, including:
  • Cardiologists
  • Endocrinologists
  • Nephrologists
  • Pulmonologists

*FOR SPECIALIST CARE: Referrals are required to see a specialist in Florida. Specialists outside of the ones listed on your Evidence of Coverage (EOC) are not available for a $0 copay. 

• Preventive screenings: You're covered for important screenings like mammograms and colonoscopies. Schedule yours today if you haven't already. Tip: Your care team can help. Call them at the number on your member ID card.

Use digital tools to manage your care

With your Aetna online resources, you don't have to leave home or even make a phone call to access valuable benefit and health info. 

Take advantage of a preferred pharmacy

Be sure to use an in-network pharmacy. Doing so helps ensure you pay the lowest cost fro your prescriptions. Choose a pharmacy that works best for you. Many offer services like automatic refills, text reminders and delivery right to your home. 

While you can use your preferred pharmacy to fill your prescriptions, there are benefits to staying in network. When you use an in-network pharmacy, you can get a $0 copay on over 200 Ties 1 prescription drugs for chronic conditions. To find an in-network pharmacy, visit AetnaMedicare.com/FindPharmacy.

1. Secure member website

This website is a one-stop shop for your plan- coverage and benefit details. Log in at AetnaMedicare.com/LG to explore. Or if you need to register, visit AetnaMedicare.com/RG to set up your account. On the site, you can:  

• View details via plan documents. This includes your specific health plan information, treatment plans and more.   
• Check claim status and history. This means you can stay updated on whether a medical claim has been approved, was denied or is still in review. 
• Access and print your member ID card, in case you misplace your member ID card. Your provider’s office will ask to see it to confirm your plan coverage.
• Find covered prescription drugs and network pharmacies.
• Find in-network providers and dentists.   
• Find forms for claims, reimbursements and more.   
• Submit reimbursement requests online. This request may be for specialist copays or non-covered prescriptions. 

2. Plan web page

Just like your member website, your plan web page is a convenient way to view your benefits but without logging in to a website. There are easy-to-access resources such as:    

• General plan documents
• List of covered prescription drugs and network pharmacies
• Tool to search for in-network providers and dentists
• Forms for claims, reimbursements and more
• Personalized plan video 

Visit your plan web page at Aetna.com/Medicare. You can also use the plan web page link on your member ID card. (Hint: It looks similar to AetnaMedicare.com/ H3219-000.) Or scan the QR code on your member ID card. 

3. Educational health and wellness articles

Watch for stories to support your medical conditions every month at education.aetnamedicare.com/csnp.  

And check your email inbox (or your mailbox at home) for Wellness & You, your quarterly member newsletter. Wellness & You is your key to valuable information on health and wellness, as well as plan-specific benefits and services.