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Welcome to Aetna International How to get the most from your Aetna International benefits
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
Understanding how your
plan works
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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.
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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.
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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.
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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.
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Care anytime, any where
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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.
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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.
ProprietaryIntroducing 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.
ProprietaryA 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.
ProprietaryWysa – 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.
ProprietaryTake a look at the new way to navigate your
well-being benefits
14 ©2020 Aetna Inc.
ProprietaryPrepared 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.
ProprietaryHow 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.
ProprietaryThere when you need us
17 ©2020 Aetna Inc.
ProprietaryWhen 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.
ProprietaryWhen 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.
ProprietaryClaims 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.
ProprietaryContact 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.
ProprietaryGetting to know your secure
member website
Learn how to register and login step by step
22 ©2020 Aetna Inc.
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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.
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Go to www.AetnaInternational.com, Click on
“Log In/Register”
24 ©2020 Aetna Inc.
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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.
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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
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6Create 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
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6Confirm 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.
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Learn more about our virtual support available
inside of Health Hub
29 ©2020 Aetna Inc.
ProprietaryHome 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.
ProprietaryFind 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.
ProprietaryFind 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.
ProprietaryFind 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.
ProprietaryFind 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.
ProprietaryMy 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.
ProprietaryMy 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.
ProprietaryA 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.
ProprietaryMy 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.
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“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.
ProprietaryQuestions
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.
ProprietaryAetna.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.
ProprietaryAetna.com– Member ID cards
View or print your
Member ID card
42 ©2020 Aetna Inc.
ProprietaryAetna.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.
ProprietaryAetna.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.
ProprietaryAetna.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.
ProprietaryThank you
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