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COVID-19 resources and support for Americas members

We recognize that the impact of COVID-19 continues to change daily. Businesses and organizations are working hard to ensure employees are protected from infection, looking for ways to help them adapt to change, to maintain their health and well-being and to access health care when they need it. And we’re here to help.

Available publicly at, we’re offering comprehensive support to help members:

  • Find ways to boost and protect their mental and emotional health and well-being
  • Maintain and manage their physical health, access virtual health care and make online health care claims
  • Plan their working day and downtime at home, as well as learn how to work collaboratively with teams, colleagues and business functions virtually

Member resources and tools

In response to the rapidly evolving global outbreak, we announced a series of resources designed to support the health and well-being of all our Aetna members based in the Americas region.

A few of the resources we rolled out:

  • Waived co-pays for all diagnostic testing related to COVID-19
  • Zero co-pay for telemedicine appointments for any reason (for a limited time)
  • Waived charges for home delivery of prescription medications

To find out more about the resources available for Americas members, visit our ‘Resources for Americas members’.

Remote working & physical distancing support

We have also created a distancing resource — Remote working & physical distancing support resource hub — designed to provide additional day-to-day health and well-being support and guidance, and much more.

This resource hub will help you find ways to boost and protect your mental well-being and to maintain and manage your health and health care claims digitally. It also contains ideas on how to plan your working day and downtime at home, as well as how to work collaboratively with teams, colleagues and business functions virtually.

Crisis response & everyday support through our CARE team

Members also have 24/7 access to our clinical and emergency response team — also known as the CARE team — comprised of experts who are calm under pressure, highly responsive, professional and compassionate.

Find out how the CARE team can support members with COVID-19 related crises or everyday health care needs during this time, including:

  • Hospital admissions
  • Discharge planning
  • Condition management
  • Emergency medical evacuation
  • Maternity management
  • Letter of Authorization
  • Direct Settlement

Like having a nurse in the family, our compassionate, highly capable clinicians are on-hand to offer members one-to-one support and trusted advice during and after the coronavirus pandemic. To learn more about what our nurses are doing to help members, read some of our case studies.

COVID-19: Frequently asked questions

We are also working hard to give you regular updates on frequently asked questions about member coverage for coronavirus testing, what Aetna International is doing and the resources available to support members during this time.

In an unprecedented situation such as the one we are currently facing, we recognize the potential need to act quickly. So, we will issue updates to this document in response to any changes in the global state of affairs.

Even after this crisis has passed, new behaviors and attitudes towards our health and daily working practices may remain as new habits. Our support resources will keep evolving so we can help our plan sponsors and members navigate this ‘new world’ and continue on their path towards better health.

Need more information?

Containing the spread of this epidemic is a top priority that we all share, and we are working hard to provide solutions to help keep our members protected. If you have questions or concerns about your resources, coverage or entitlements, please contact your account manager.

Aetna does not provide care or guarantee access to health services. Not all health services are covered, and coverage is subject to applicable laws and regulations, including economic and trade sanctions. See plan documents for a complete description of benefits, exclusions, limitations and conditions of coverage.

Aetna® is a trademark of Aetna Inc. and is protected throughout the world by trademark registrations and treaties.

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