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Direct Settlement Process

We want our members to have convenient access to health care wherever they are in the world. We continue to develop direct settlement partnerships with leading health care providers in all areas where our members work and travel.

We will pay you directly for eligible health-related services provided to our members in accordance with their plan of benefits. Members will be responsible for a portion of the invoice, which is usually referred to as a deductible, excess or coinsurance.

How to submit a direct settlement request

To begin a direct settlement request, please follow the steps below:

  1. Identify the member: Identify that the patient is an Aetna International member by asking to see his or her Member Identification Card. The card should have printed at the top, 'Aetna International' to be eligible for direct settlement.

  2. Request a letter of authorization (LOA) or guarantee of payment (GOP) prior to services rendered.
    • Non-urgent: Online - login to the secure provider website or call the number on the back of the member's ID card and an Aetna representative will help. 
    • Urgent: call Aetna International Service Center at the number on the back of the member ID card to speak to a representative 24 hours a day / 7 days a week.
  3. Know payment responsibility: The authorization letter will indicate what portion of the invoice should be collected directly from the patient prior to his or her discharge (deductibles, excess and/or co-insurance as designated by the plan of benefits with Aetna International), and what portion of the invoice will be paid to the facility directly by Aetna International.
  4. Collect payment: We recommend you collect a credit card authorization from the patient to cover any incidental costs not covered under an Aetna International plan (e.g. co-insurance, personal items, phone calls, etc.)
  5. Submit invoice: Review our invoice requirements and submission guidelines prior to submitting an invoice for payment.

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