What members can expect if they disenrolled from one Aetna plan and enrolled in another Aetna plan
Thanks for your partnership and dedication during the recent AEP. We appreciate the extra efforts you made to help existing members enroll in an alternate Aetna Medicare plan for 2020.
This email outlines some key changes members will experience if they disenrolled from one Aetna Medicare plan and enrolled in another Aetna Medicare plan during AEP. Please use this information to help ensure they have a smooth transition into the 2020 plan year.
New member ID cards
If members disenrolled from one Aetna plan and enrolled in a new Aetna plan during AEP, they will receive a new member ID card. New ID cards are mailed shortly after CMS approves each enrollment.
- IMPORTANT: Starting January 1, 2020, members must use their new member ID card when they visit a provider. If they attempt to use their old 2019 ID card after January 1, their plan benefits will show as termed.
- Members should also review their new card carefully. If a provider is listed on the card, they should validate that it is their provider of choice.
If members haven’t received a new ID card, access Producer World to check the status of their enrollment or you can call the Aetna Medicare Broker Services Department. Keep in mind, if an enrollment is pending or delayed due to inaccurate or missing information, this will delay mailing of the new member ID card too.
Use the 2020 plan handbook for updated contact phone numbers and URLs
Members will receive a 2020 Aetna Medicare Advantage plan handbook. Encourage members to save and refer to their new handbook for important contact phone numbers and website URLs. View the 2020 plan handbook here.
Tips for accessing the member website
With our member website, members can easily and securely access plan information and claim history online. To get started, members should go to AetnaMedicare.com and click Login. IMPORTANT: To view 2020 plan info on the member website, members will need to register as a new user using the ID number on their new member card. To view 2019 information, they’ll need to login using their old member ID number to look up last year’s information. A notification will also inform members of this in their portal.
What to expect at the pharmacy
As a best practice, members should always bring their new member ID card with them to the pharmacy, in case the pharmacist requests to see it at the point of sale.
We’re here to help
Thanks for your support in ensuring members have an excellent start to the 2020 plan year. If you have questions, just contact your local Aetna Medicare broker manager. Or, you can contact the Aetna Medicare Broker Services Department at 1-866-714-9301 or brokersupport@aetna.com.
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