App is useless and website is barely any better
I really think that the design of this app and the online web portal are designed to discourage plan members from submitting claims. I’m not kidding - I do think this is malicious design.
I’ve had this insurance for years and I have filed claims. Two years ago, I did get a major cancer diagnosis. The plan paid out 100% of my critical illness benefit. My review for the actual insurance policy is 5 stars. My review for the customer service response and response time, the app, and the online portal is 0 stars. I now have a new claim for an accident and it has been like pulling teeth. I have to go on the website to upload documents, and even then it is painfully slow and throws errors like telling me a document is a duplicate when it simply is not. I’m very tech savvy. I can’t imagine how hard this app and the website are to navigate as anyone with a limited ability to use technology.
Aetna - seriously get it together and fix your app. Fix your website. We’re paying customers. Thank you sincerely if you read this and take this feedback into account. Peace.
I’ve had this insurance for years and I have filed claims. Two years ago, I did get a major cancer diagnosis. The plan paid out 100% of my critical illness benefit. My review for the actual insurance policy is 5 stars. My review for the customer service response and response time, the app, and the online portal is 0 stars. I now have a new claim for an accident and it has been like pulling teeth. I have to go on the website to upload documents, and even then it is painfully slow and throws errors like telling me a document is a duplicate when it simply is not. I’m very tech savvy. I can’t imagine how hard this app and the website are to navigate as anyone with a limited ability to use technology.
Aetna - seriously get it together and fix your app. Fix your website. We’re paying customers. Thank you sincerely if you read this and take this feedback into account. Peace.
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Too many hoops and hurdles!
I had back surgery on 7/15 and I have spoke with multiple people about one claim that I have not got a complete payout on. Each representative have told me a different document needed and the claim still has not been fully paid. This should not be so hard to receive supplemental income when it’s needed to actually supplement my income. It has been 6 weeks and I’m still being asked to provide documents that I have already sent in! This is ridiculous!
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App is useless and website is barely any better
I really think that the design of this app and the online web portal are designed to discourage plan members from submitting claims. I’m not kidding - I do think this I’d malicious design.
I’ve had this insurance for years and I have filed claims. Two years ago, I did get a major cancer diagnosis. The plan paid out 100% of my critical illness benefit. My review for the actual insurance policy is 5 stars. My review for the app and the online portal is 0 stars. I now have a new claim for an accident and it has been like pulling teeth. I have to go on the website to upload documents, and even then it is painfully slow and throws errors like telling me a document is a duplicate when it simply is not. I’m 26 and I’m very tech savvy. I can’t imagine how hard this app and the website are to navigate as anyone with a limited ability to use technology.
Aetna - seriously get it together and fix your app. Fix your website. We’re paying customers. Thank you sincerely if you read this and take this feedback into account. Peace.
I’ve had this insurance for years and I have filed claims. Two years ago, I did get a major cancer diagnosis. The plan paid out 100% of my critical illness benefit. My review for the actual insurance policy is 5 stars. My review for the app and the online portal is 0 stars. I now have a new claim for an accident and it has been like pulling teeth. I have to go on the website to upload documents, and even then it is painfully slow and throws errors like telling me a document is a duplicate when it simply is not. I’m 26 and I’m very tech savvy. I can’t imagine how hard this app and the website are to navigate as anyone with a limited ability to use technology.
Aetna - seriously get it together and fix your app. Fix your website. We’re paying customers. Thank you sincerely if you read this and take this feedback into account. Peace.
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Terrible Customer Service
Claims never process on time. Customer service representatives have no idea what they’re doing. Multiple times claims have been entered incorrectly for benefits I don’t even have. Honestly terrible experience.
Slow to use
Slow system. Easy interface but difficult to move to next section. Nearly impossible top get pictures and documentation to upload. Very frustrating. I’ll keep trying.
