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COVID-19: benefits and resources available to Aetna International Members

The health,safety and well-being of Aetna International customers and members is paramount. To ensure our members have seamless access to health care during the COVID-19 outbreak, we have taken the following action.

We would like to reassure our members that their existing health benefits are not affected by COVID-19. Any medical advice and subsequent treatment will be covered by Aetna International, as it would any other eligible medical condition, in accordance with a member’s plan.

1.  vHealth
Eligible members have access to our virtual health service, vHealth. This enables members to speak to a doctor via phone or video link about any aspect of their health and wellbeing from the comfort of their own home, without the worry of travelling to a medical facility and possibly catching infections. Consultations are completely confidential, and no sensitive data is shared with Aetna International or its customers.

2.  Diagnostic testing 

For Aetna International members located inside the Americas region:

Aetna International is waiving co-pays for all diagnostic testing related to COVID-19. This policy will cover the cost of physician-ordered testing for patients who meet CDC guidelines, which can be conducted in any approved laboratory location. Additionally, member costs associated with diagnostic testing will be waived for all Commercial business. 

For Aetna International members located outside of the Americas region:

Any member presenting with symptoms who undergoes diagnostic testing for COVID-19, as referred by a medical physician in an approved medical facility, will be reimbursed in full for the cost of the test and consultation. Please follow the standard claims reimbursement process or submit your invoice via direct billing. Additionally, all high risk* members, regardless of symptoms, will also be covered for COVID-19 diagnostic testing if referred by a medical practitioner in an approved medical facility.

Please note, all members globally (including those referred to above) are only covered for one outpatient diagnostic test for COVID-19 per calendar month. If a member needs to be tested for COVID-19 as part of an inpatient or day-care admission at an approved medical facility, this is also covered. There is no monthly limit for such admission related testing.

We recognise that each government or health authority may have slightly different advice regarding diagnostic testing, therefore we advise members to follow the guidance issued by their local health authority and to contact their local health care provider, or vHealth doctor if they have any concerns.

Additionally, we do not cover COVID-19 antibody testing (i.e. testing to determine if a member has had COVID-19 previously and has developed antibodies against it), even on the advice of a medical practitioner.

*High risk is defined as aged 65 years or over; and/or pregnant; and/or having any one or more of the following: a Body Mass Index (BMI) of 40 or higher, Cardiovascular disease (including hypertension), immunodeficiency (including HIV), Diabetes, Chronic kidney disease, Chronic lung disease, Chronic neurological or neuromuscular disease, or Malignancy.

3.  Cost Waiver
We are waiving cost-sharing, co-pay and other deductibles for inpatient hospital admissions related to COVID-19, as part of several additional steps to help international medical insurance members access the care that they need during the COVID-19 pandemic.

Treatment waivers

If cost-sharing, co-pay or another deductible applies to a member’s inpatient benefit, Aetna International will waive this for inpatient admissions at all in-network facilities for treatment of COVID-19 or health complications associated with the virus. This policy applies to all Aetna International fully insured international medical insurance members and is effective immediately for any such admission through to June 1, 2020.

In the Americas, we are also extending this policy to self-insured plans and members. As we appreciate this impacts benefits, self-insured plan sponsors can decide whether to extend this change to plan participants. If they would like to opt out of this provision, they need to contact their Aetna representative by April 3, 2020.

4.  Enabling expedited access to treatment for members in the Americas
Additionally, for Aetna International members in the Americas — particularly in US states like New York and Washington, which have the strongest prevalence of COVID-19 cases — hospitals no longer need advance approval from Aetna International for members requiring hospitalization for COVID-19. This change allows for expedited access to the necessary treatment.

Aetna International is working closely with partner hospitals in the region to help transfer and discharge members with issues unrelated to COVID-19 from hospitals to safe and clinically appropriate care settings where they can continue to have their needs addressed. This will help hospitals and emergency rooms make room for more patients, especially those suffering from COVID-19. 

5.  Payment relief for Singapore policy holders
If you’re an Aetna policyholder in Singapore and your finances have been affected by COVID-19, we’re here to help.

You may apply for temporary support with the premium payments due for your current policy term. The solutions we offer include:

  • Paying by instalment: Divide your remaining premium balance into smaller, more regular payments for the remainder of your policy period. 
  • Deferment: If you’re on an annual payment term, apply before 30 April 2020 to extend your payment due date to 30 July 2020.  

Who’s eligible?
All our Singapore-based:

  • individual policyholders 
  • SME group policyholders (SMEs, as defined by Enterprise Singapore, are enterprises with an annual sales turnover of not more than SGD $100 million OR an employment size of not more than 200 workers).

Applications are subject to approval, and we will do our best to support your specific circumstance.

How to apply
Simply contact your Aetna Singapore representative or send an email to AICreditControl@AETNA.com for further instructions.

All other terms and conditions of your plan as set out there in shall remain unchanged unless otherwise expressly agreed to in writing by us and shall continue in full force and effect. 

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 coverage or entitlements, please contact your account manager.

For more information on the services available, members are advised to contact their account managers.

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