Welcome to Aetna International - How to get the most from your Aetna International benefits - Grainger Total ...
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Welcome to Aetna International Now let’s get you up and running Understanding Care anytime, anywhere There when you Explore your your plan need us member website Helping you achieve better health with the tools and resources you Helpful information about Contact information and services Understand your personalized need to be well your plan and where to go available through our member member website that’s fast and for care services team easy to use on any device 2 ©2020 Aetna Inc. Proprietary
Your Member ID card To-dos Your member ID • Keep an eye out for your number ID card; It will be coming Use when seeking in the mail care and registering online • Always keep your ID card with you so you have it when you need it Member Service • Present your ID card Center phone every time you receive number care If you have questions 4 ©2020 Aetna Inc. Proprietary
How your plan works Your options Pick your provider How it works Outside the U.S. Go to any provider. We recommend using a provider in our direct settlement. Here’s why: No referrals required. • We have established arrangements with about 165,000 health care providers outside the United States to be part of our network • Lower out of pocket costs at the point of service • Bill is submitted directly to us, so you don’t need to pay the full bill upfront • Faster claim submissions • Additional reimbursement and prepayment choices • Letter of Authorization (LOA) documents sent directly to the treatment facility If you choose to go outside of direct settlement for care, you’ll have to pay for the charges and submit the claim. U.S. – In network Go to any provider Your network doctor will: in the network. • Provide care No referrals required. • Get approval from us before giving you certain services* • File claims for you Health care You may pay a portion of your doctor’s charges. This could be in the form of a copay (a fixed providers contract with amount) or coinsurance (a percentage) Aetna to offer rates that are often much lower than This option typically costs you less. their regular fees. U.S. – Out of Visit any licensed providers You may have to: network without a referral. • Get approval from Aetna before receiving certain services* • Pay the full amount at the time of service • File your own claims We will process your claim and reimburse you based on your employer’s specific plan and benefits details. For example, if you have not met your deductible yet, that will be subtracted from your reimbursement amount. As will any copay or coinsurance you owe. Note: Your out-of-network deductible is usually higher than the deductible you need to pay when you see a network doctor. Check your plan documents for your plan’s details. This option typically costs you more. 5 ©2020 Aetna Inc. Proprietary
How to see a provider outside of the U.S. 1. Find a direct settlement provider: • Online: Log in to your secure member website at AetnaInternational.com. Click on ‘Find health care’ and enter your location. • Mobile App: Search “Aetna International” in the App Store or Google Play store. If you haven’t already registered for Health Hub, you’ll need to do that before you can use the International Mobile Assistant app. • You can also call us for help by using the number on the back of your Member ID card. 2. Schedule an appointment, identifying yourself or your family member as an Aetna member. 3. Notify us by requesting a letter of authorization (LOA) • Submitting your request online • Or calling the number on the back of your Member ID card. 4. Show your Aetna Member ID card when you go to your appointment. 6 ©2020 Aetna Inc. Proprietary
How to see a U.S. network participating provider 1. Log in to your secure member website at AetnaInternational.com • Choose ‘Find health care’ • Select U.S. as country • You will be directed to aetna.com. From there, enter the type of provider and preferred location • Refine your search using the available parameters. 2. Schedule an appointment, identifying yourself or your family member as an Aetna member. 3. Show your Aetna Member ID card when you go to your appointment. 7 ©2020 Aetna Inc. Proprietary
How International Care Management can help you Combining acute and chronic support with integrated utilization management Global assistance for major health events, personalized, contextualized outreach through Aetna channels, 24-hour nurse line, health coaching and educational support Culturally Chronic Pre-trip sensitive Emergency One-on-one condition Group Maternity and post- 24/7 clinical case and medical nurse support for wellness managemen assignment support managers & evacuation planning support any webinars* t multilingual services condition support All included in your medical plans *Our CARE Team wellness webinars are available upon request. 9 ©2020 Aetna Inc. Proprietary
All around peace of mind from CARE Team support Our comprehensive health and wellness benefits go well beyond typical travel insurance. For instance, our CARE team of clinical professionals located across the globe offers: Behavioral Registered health nurses specialist Outreach by our highly skilled CARE team in the way Doctors members want to Health work with us coach Virtual Medical support director 10 ©2020 Aetna Inc. Proprietary
Introducing Aetna Well-being As an industry leading health and wellness benefits partner committed to helping people balance the demands of work, life and personal issues, we want to help our global members on their personal path to achieving balance. That’s why we’re introducing a refreshed, comprehensive menu of well-being resources — all available as part of the health benefits our members already have with us. • Easier member access, navigation and signposting • New member offers for self-help • New EAP services - Life Coaching and Digital Counselling • Integration of great content, resources and guides 11 ©2020 Aetna Inc. Proprietary
A new way to navigate well- being on your member website Aetna Well-being offers our members a faster, easier way to access our well-being resources, which are arranged in four easy-to-navigate categories. Tools and resources Mind — Support for mental to help you reach your best health health and emotional well-being through apps like Wysa, You can choose from our myStrength or Pzizz comprehensive well-being resources to fit your S needs and circumstances. Body — Resources to help maintain physical health through apps like ClassPass or Kaia S Choose from: S Online self-help resources that Living and Working abroad — allow you to achieve your goals at Help making informed decisions your own pace while adjusting to a new working Professional support that’s highly- environment and living in away personalised and confidential from home S Our well-being resources are Member offers — Specially arranged in three easy-to-navigate selected offers on great health categories: Mind, Body, Living and and wellness apps and services Working Abroad 12 ©2020 Aetna Inc. Proprietary
Wysa – brought to you by Aetna Based on 2020 Wysa success, we’re We listened to you continuing to make Wysa available We are launching exciting new in 2021 developments in 2021, including more mental health support for adolescents and • In-app buddy support plus their new features on sleep, stress tests and premium digital self-help packs entirely voice recognition services. free for you Downloads • Includes a free initial coaching session Over 1100 users downloaded and with activated Wysa since launching in 30 days of free coach text follow up and April. journaling support • Self-pay onward coaching available at Audience $40 for 4 sessions in 30 days, inc. 30 day 70% of our members have downloaded follow-up and journaling - special price Feedback 95% positive feedback on coaching and 88% on AI chatbot Success 39% of users initiate at least 3 * Note: Available in English only for 18+ years of age. sessions with Wysa Not available in China at this time. 13 ©2020 Aetna Inc. Proprietary
Take a look at the new way to navigate your well-being benefits 14 ©2020 Aetna Inc. Proprietary
Prepared for the unexpected Emergency Assistance Services In the event of a medical emergency, our CARE team of medical directors, clinicians, care managers and operations experts support you by: Quickly communicating with their doctors to determine best treatment options Helping them make informed decisions about care options Arranging the best available care to help ensure the best possible health outcomes 90% 15 ©2020 Aetna Inc. Proprietary
How our medical evacuation process works 1 2 3 Aetna is notified that The CARE team conducts a The CARE team care is needed and place of safety assessment monitors the not available locally. and works with the treating patient throughout doctor and patient to arrange the transfer. for an evacuation to the closest capable facility. 5 4 The CARE team manages The CARE team the hospitalisation until arranges the safe the patient is fit for return of the patient. discharge. 16 ©2020 Aetna Inc. Proprietary
There when you need us 17 ©2020 Aetna Inc. Proprietary
When will you hear from us? Here’s a preview of some of the member materials that you will receive from Aetna International to help your employees get up and running! Welcome email Your plan resources Wellness resources 18 ©2020 Aetna Inc. Proprietary
When you need us Our International Member Service Centers can help! Are available 24/7 Can communicate in 240 languages Can be reached by phone, web chat, email or fax Have over 450 claims and call center staff around the world Resolved 96% of all member inquiries on the first call last year1 19 ©2020 Aetna Inc. Proprietary
Claims processing • Claim adjudication system experts • Translation services available in-house • Reimbursement options: Electronic Funds Transfer (EFT), wire and check • Reimbursement can be made in more than 170 currencies • Aetna International will not assess a member for any fees to process a wire • Reimbursement directly to any bank account, except for in sanctioned countries Submitting a claim 1 2 3 Mail Online App • Submit claims by mail or online through the secure member website or Aetna International mobile app • Members can monitor claims status online once they have been given an Aetna International Member ID number. 20 ©2020 Aetna Inc. Proprietary
Contact information Telephone inquiries: 800-231-7729 (Toll-Free from virtually anywhere in the world) 813-775-0190 (Direct dial and collect from outside U.S.) E-mail Inquiries: aiservice@aetna.com To submit claims by fax: 800-475-8751 (Toll-Free from virtually anywhere in the world) 859-425-3363 (Inside U.S.) To submit claims by mail: Aetna International/ Aetna P.O. Box 981543 El Paso, TX 79998-1543, USA 21 ©2020 Aetna Inc. Proprietary
Getting to know your secure member website Learn how to register and login step by step 22 ©2020 Aetna Inc. Proprietary
Table of contents 11. Log in/Registration 22. Home page 33. Find health care 44. My claims 55. Health and wellness 66. My plan and me 77. Questions 23 ©2020 Aetna Inc. Proprietary
Log In/Registration Go to www.AetnaInternational.com, Click on “Log In/Register” 24 ©2020 Aetna Inc. Proprietary
Log In/Registration If you are an existing member, enter your username or email and password details in the boxes provided. If you are a new member or have not yet registered, please click the “Register” button and follow the instructions. 25 ©2020 Aetna Inc. Proprietary
Registration (continued) To create an account you will need to share some personal information. 1. Enter you first and last name 1 2. Type in the day, month and year you were born 3. Select “Aetna International Plan Member” 2 4. Enter your Member ID 5. Read and Check “I accept the terms & 3 conditions” 6. Click “Get Started” 4 5 26 ©2020 Aetna Inc. Proprietary 6
Create login – all members 1. Please fill in your personal 1 email, then repeat to confirm 2. Create a unique username 2 3. Create a password for account 4. Repeat that password to confirm account password 3 5. Select security question from the dropdown with a memorable answer 4 unique to you 6. Click “Continue” 5 27 ©2020 Aetna Inc. Proprietary 6
Confirm preferences 1 2 1. Select your country from the dropdown 2. Select preferred language from the 3 dropdown 3. Select country of citizenship from 4 dropdown 4. Click “Register” 28 ©2020 Aetna Inc. Proprietary
Resources available online Learn more about our virtual support available inside of Health Hub 29 ©2020 Aetna Inc. Proprietary
Home page Main navigation located at the top of the page. Regionalized content banners display content and information based on member’s region. Task-driven navigation centered around a regionalized image. 30 ©2020 Aetna Inc. Proprietary
Find health care – Care outside the U.S. Search our international doctor and direct settlement directory to find providers from Australia to Zimbabwe. Helpful tips and overview simplifies the process. 31 ©2020 Aetna Inc. Proprietary
Find health care – Care within the U.S. If you are located in the U.S. and choose “United States of America” in the country field, upon searching you will be forwarded to aetna.com to find U.S. provider. 32 ©2020 Aetna Inc. Proprietary
Find health care – Print/save your own directory Click “Print results” to The results can be printed or create a downloaded/saved to your PDF of the computer or device. full results. 33 ©2020 Aetna Inc. Proprietary
Find health care Results displayed with the option to expand and view more details. Request direct settlement You can show or directly from hide advanced result. filtering options. They include provider name, specialty, facility or tier. 34 ©2020 Aetna Inc. Proprietary
My claims You can view the status of your claims and your Explanation of Benefits by visiting aetna.com. Go to aetna.com Filter your claims by member name, provider name, etc. 35 ©2020 Aetna Inc. Proprietary
My claims The claims submission process is simpler and consolidated into one experience: 1 Patient details 2 Claim details 3 Payment details 4 Upload your documents 5 Confirmation! 36 ©2020 Aetna Inc. Proprietary
A new way to navigate well-being Aetna Well-being offers our members a faster, easier way to access our well-being resources, which are arranged in four easy-to-navigate categories. Mind — Support for emotional well-being Body — Resources to help maintain physical health Living and Working abroad — Help making informed decisions while adjusting to a new working environment and living in away from home Member offers — Specially selected offers on great health and wellness apps and services 37 ©2020 Aetna Inc. Proprietary
My plan and me Members have in-depth information about their plan and member details. 1 2 Member 3 4 Manage details View Repeat repayment consent documents details 38 ©2020 Aetna Inc. Proprietary
My plan and me “View ID cards” will take you to Aetna.com where you can view and print your ID cards. In your plan documents section, you can find member kit materials and other relevant plan information. 39 ©2020 Aetna Inc. Proprietary
Questions Get answers to our most frequently asked questions here. If you can’t find what you need, we’re available 24/7. Use the contact information to call us or send us a message via a web form. 40 ©2020 Aetna Inc. Proprietary
Aetna.com Within the new Aetna International Health Hub, you will be directed to Aetna.com for certain tasks and features. These include printing temporary Member ID cards, viewing a claim status and locating providers inside the United States. Go to AetnaInternational.com to locate providers and facilities OUTSIDE the United States. 41 ©2020 Aetna Inc. Proprietary
Aetna.com– Member ID cards View or print your Member ID card 42 ©2020 Aetna Inc. Proprietary
Aetna.com– U.S. Provider search Search for doctors inside the U.S. based on: • Name • Specialty • Language • Gender • Hospital affiliation • Individual/Group PIN Includes information about virtual care by using Teladoc inside the U.S. 43 ©2020 Aetna Inc. Proprietary
Aetna.com– U.S. Provider search Search for doctors inside the U.S. based on: • Name • Specialty • Language • Gender • Hospital affiliation • Individual/Group PIN 44 ©2020 Aetna Inc. Proprietary
Aetna.com– Claims Once a member has submitted a claim on Health Hub, he or she will be able to view and track the status on aetna.com. 45 ©2020 Aetna Inc. Proprietary
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