Quality health plans & benefits Healthier living Financial well-being Intelligent solutions. Member Secure Website for Aetna International

Transcription

1 Quality health plans & benefits Healthier living Financial well-being Intelligent solutions Member Secure Website for Aetna International

2 Table of Contents Secure Member Website Registration 4 6 Log In 7 Forgot Username/Password 8 Secure Member Website Overview Find Health Care Claims Center Policy Documents & Forms 26 Tools & Resources 27 FAQs 28 Profile settings Aetna Navigator 40-56

3 Secure Member Website Find doctors, specialists and hospitals Submit and track claims Set up reimbursements Access your policy documents and forms

4 Register Visit If you have already registered, you can simply click Log in Member. If you are a new member or have not yet registered, please click the Register now button and follow the instructions.

5 Step 1: Register Select the plan type that applies to you.

6 Step 2: Register Once you have selected your plan type, you will need to fill in these boxes with a few personal details. You will find your member ID number on your membership card. If you are a Pioneer or Summit plan member, then your ID number can also be found in your welcome letter or welcome . Select Continue

7 Log In One global log in and registration screen now identifies you and sends you directly to your Secure Member Website. If you are an existing member, enter your username and password details in the boxes provided.

8 Forgot Username/Password If you re having trouble remembering your username, click Forgot username? to help you recover your log in information. If you re having trouble remembering your password, click Forgot Password? to help you recover your log in information. Aetna Navigator

9 Secure Member Website Summary of registration/log in process Your personal details are used for enrolment Your member ID number is on your membership card

10 Secure Member Website Overview Main navigation located at the top of the page Contact information located on top menu, right-hand side

11 Secure Member Website Overview Find Health Care Locate doctors, hospitals and request Direct Settlement for costly procedures Claims Center Payment Autopilot set up Submit claims online Search claims Policy Documents & Forms Member Kit how to use your benefits Claim form Tools & Resources Wellness Centre FAQs Contact Us

12 Find Health Care Find Health Care Locate doctors, hospitals and request direct settlement for costly procedures Claims Center Search our International Doctor Directory to find providers from Australia to Zimbabwe Policy Documents & Forms Tools & Resources Search our Direct Settlement network FAQs Contact Us

13 * Find Health Care U.S. doctor directory Search for U.S. providers using DocFind by selecting United States Of America from the dropdown menu and Any city, then clicking SEARCH. Key in your zip code and desired provider type, then click SEARCH. Select your PPO plan choice, then click CONTINUE. Aetna Navigator

14 Find Health Care Direct Settlement Providers Find Health Care Claims Center Automatically populates facilities in the city you provided during registration. Policy Documents & Forms Ability to search for a provider in a different city or country. Tools & Resources FAQs Submit a request for one of the facilities listed or for a facility not in the Direct Settlement listing. Contact Us

15 Claims Center Start a new claim Find Health Care Claims Center Policy Documents & Forms Claims Center is now located at the top of the welcome page to assist with quick navigation. Tools & Resources FAQs Click Start a new claim Contact Us

16 Claims Center Step 1: Member and patient details Find Health Care Some fields may be blank during your first claim submission. Some of your information will automatically appear in future claim submissions. Claims Center Policy Documents & Forms Tools & Resources FAQs Contact Us

17 Claims Center Step 2 Claim details On this step, you will select a medical, dental, pharmacy, wellness, vision or maternity claim and fill out the details of the treatment received. Claims for Personal Accident and Travel policies cannot be filed online, but should be done via claim forms that can be found in the Policy and Documents section. Select claim type you re submitting and Find Health Care complete required treatment summary details. Claims Center Policy Documents & Forms To remove outdated/incorrect information, click on the red X under Action that corresponds to the treatment date. Tools & Resources FAQs Click Add another invoice to add information for multiple invoices. Contact Us

18 Claims Center Step 3 Payment details Find Health Care Claims Center Choose whether you d like payment to be sent to the Member or Provider. Policy Documents & Forms Tools & Resources FAQs To use the same payment method we currently have on file, click Yes. To set up a new reimbursement method, click No. Contact Us

19 Add new payment method here Choose which country the payment will be sent to via the dropdown box, then click GO. The required fields will vary based on the payment methods available in the country you selected for your payment. Choose the currency you would like to be paid in for this claim.

20 Claims Center Step 4 Upload necessary documentation Find Health Care Claims Center Click Browse to find and Upload all relevant documents needed to process your claim. Policy Documents & Forms Tools & Resources Read the information underneath Declaration and check the box, then click Submit claim. FAQs Contact Us

21 Claims Center Confirmation page and Find Health Care Claims Center Policy Documents & Forms Tools & Resources Confirm that you have included all necessary items for completion by clicking Yes. FAQs Contact Us

22 Claims Center Confirmation page and Find Health Care Congratulations! You ve just submitted your claim. Claims Center Policy Documents & Forms Tools & Resources FAQs From this page you can confirm your attachments were uploaded successfully, retain your reference tracking number and Submit another claim. Contact Us

23 Claims Center Search submitted claims You can search claim history with your claim reference tracking number or claim ID and click SEARCH. You can search claim history using your date of service and click SEARCH. You can filter your results by using the dropdown box to choose the name of the person who received services. Your date of service will display here, or in the case of online submitted claims, the date will be your submission date. Your name will display here. Your claim reference tracking number Your claim status will display vertically. Your provider name will display here.

24 Claims Center View submitted claims For a claim that has a final decision, you can click Show details to make an enquiry to Member Services and view your explanation of benefits. Date of service for this claim Member name and date of birth If a payment was made, the date and payment reference number would appear here. Click MAKE AN ENQUIRY to open a form that can be sent directly to Member Services.

25 Claims Center Viewing your claim statement Your member details will be displayed here. Policy ID Claim reference ID Total claim amount What your policy will cover Amount not covered

26 Policy Documents & Forms Find Health Care In your Plan Documents section, you can find member kit materials and other relevant plan information. Your Forms section includes links to all of the forms you need in a downloadable format. Claims Center Policy Documents & Forms Tools & Resources Click See more to access your forms. FAQs Click See more to access your forms. Contact Us

27 Tools & Resources Explore the health library. Find health care Claims Center Policy Documents & Forms Tools & Resources FAQs Contact Us

28 FAQs Here you will find answers to frequently asked questions. Find health care Claims Center Policy Documents & Forms Tools & Resources Get answers to our most frequently asked questions here. If you can t find what you need, we re available 24/7/365. Go to the Contact Us section for help. FAQs Contact Us

29 Profile Settings Here you can update your registration account settings ( , city, country) To access your profile settings and Broker consent, click on the arrow here next to our personalised Welcome greeting.

30 Profile Settings Here you can update your registration account settings ( , city, country) You can update your profile settings from this page. Here you can sign up to receive an automatic or SMS when your claim has completed processing and when the claim statement is available through your Secure Member Website.

31 Thank you Copyright 2016 Aetna Inc.