Member portal frequently asked questions
Enrollment/Changes to your policy:
Can I add vision coverage any
time of the year?
If you are currently enrolled in a dental only plan, you can add vision
coverage by completing the online enrollment on VisionDirect.Aetna.com
or by calling customer service at 855-804-2410.
Can I add dental coverage any
time of the year?
You can add dental coverage by completing the online enrollment on
DentalDir
ect.Aetna.com or by calling customer service at 855-837-6453.
Can I add a dependent to my
cover
age any time of the year?
Yes. You can do that under “Add or Remove Dependents” or call
customer service at 855-837-6453 (dental) or 855-804-2410 (vision).
Can I remove a dependent from
my coverage any time of the
year?
Yes. You can do that under “Add or Remove Dependents” or call
customer service at 855-837-6453 (dental) or 855-804-2410 (vision).
My Name/Marital status has
changed.
You can update marital status under “Update Your Profile” or call
customer service at 855-837-6453 (dental) or 855-804-2410 (vision).
What do I need to do if I move?
Please contact us thirty-one days prior to the change, if possible. When you
change your address under “Update Your Profile” you will be prompted to
select a plan if one is available in your new zip code. You may also call
customer service at 855-837-6453 (dental) or 855-804-2410 (vision) for
assistance with this change.
The new policy will be issued (without a break in coverage).
If there is no plan available in your new zip code, your policy will be
terminated.
When can I change my plan? Plan changes can be done at renewal. You can do that up to 60 days prior
to your renewal date through the portal under “Change Plan” or by calling
customer service at 855-837-6453 (dental) or 855-804-2410 (vision).
How do I renew my plan? Your plan automatically renews unless you request to cancel.
How do I cancel my coverage? To cancel coverage, there are two options:
a)
Phone: Contact the eligibility area at 855-837-6453 (dental) or 855-
804-2410 (vision)
b)
Mail to: Aetna Direct P.O. Box 2568, Frisco, TX 75034
A death certificate is required to ca
ncel back to the date of death.
Aetna is the brand name used for products and services provided by one or more of the Aetna group of subsidiary companies, including Aetna Life
Insurance Company and its affiliates (Aetna).
©2023 Aetna Inc.
2673150-01-02 (2/24)
Proprietary
Billing:
How do I get my payment
information?
This can be viewed in the portal under “View or Update Billing
Information.”
For all billing inquiries, please contact customer service at 855-837-6453
(dental) or 855-804-2410 (vision).
What happens when a payment
is rejected?
Past due payments are reflected in the member portal under “View or
Update Billing Information”. A notification will be mailed if the recurring
payment fails on the second attempt to bill
I would like to change my
payment method.
You can do this in the portal under “View or Update Billing Information”
or by calling customer service at 855-837-6453 (dental) or 855-804-2410
(vision).
I would like to make a payment. To make a payment, please contact the billing area at 855-837-6453 (dental)
or 855-804-2410 (vision)
I would like to get a refund. Please contact 855-837-6453 (dental) or 855-804-2410 (vision).
I have a billing question. Please contact 855-837-6453 (dental) or 855-804-2410 (vision).
Claims, ID card, Policy
I would like a copy of my
policy.
You can view or print your policy under “View Policy Information”.
I would like a copy of my ID
card.
You can view or print your ID card by clicking on the link “ID Card, Claims”
on the member portal. Or you can call customer service at 1-877-238-6200
(dental) or 866-652-9956 (vision).
“ID card, Claims” portal requires a separate login. The first time you log in
you can use your dental or vision member ID or your social security number.
Find your Member ID on your dental or vision ID card, Welcome Letter, or
any EOB you received from us.
I have a claim question.
You can also find your claims and explanation of benefits by clicking on the
link “ID Card, Claims” on the member portal.
How do I activate ExtraCare
Plus
TM
?
Once your dental plan takes effect, you can register for ExtraCare Plus*. Log in
to your Aetna member website and select the link to enroll. After you consent,
you will create an account on CVS.com® to complete enrollment and become
an active subscriber in the ExtraCare Plus program.
*Terms and conditions apply. Exclusions apply. Visit CVS.com/content/extracareplus-terms or ask an associate for details.
Aetna is the brand name used for products and services provided by one or more of the Aetna group of subsidiary companies, including Aetna Life Insurance Company and its
affiliates (Aetna).
©2023 Aetna
Inc.
2673150-01-02 (2/24)