Need help with log-in or registration?

If you’re having trouble logging in or registering with us, you’ll find some helpful information here. You’ll be accessing a world of health and wellness tools and resources in no time at all.

Registration information

Why register?
The Secure Member Website gives you the support you need you need to look after your health and wellness. We take a personalised approach to supporting your well-being. Not only do we respond to your health care needs, we anticipate them, protecting you from potential problems. This website gives you access to:
  • your plan and policy information
  • doctors, hospitals and health care wherever you are*
  • an online claims centre
  • our health library, which contains the information you need to keep fit and healthy
  • International Health Guides, with vaccination and general health care advice about the country you're travelling to
  • a Health Assessment tool that helps you to understand possible health risks, and encourages healthy behaviour

*subject to applicable law and regulation

Who can register?
  • The primary planholder/main member in an Aetna International Plan can register for online access. A primary planholder is defined as the main member or the individual under whom the plan is held. For example, the employee of the company who sponsors the plan.
  • Dependents who are covered under the primary planholder. For example, the family members of the employee or main member. Age restrictions for dependents may vary from country to country.

What information do I need to register?
All you need to get started is your name, date of birth, and Member ID (the unique Member ID Number assigned to you; found on your Member ID Card).

How do I create a username?
Your username:
  • must be between 8-40 characters
  • must include at least one letter
  • can include special characters (e.g. @, $, ~, #)
  • can’t be the same as your password or security number

How do I create a password?
Your password:
  • must be between 8-20 characters
  • must include at least one number and one letter
  • can include special characters (e.g. @, $, ~, #)
  • can’t be the same as your username, first name, last name/surname, password or security answer
  • can include two repeating characters (e.g. aabb3ccdg is valid) but no more (e.g. aaabbb3ccdg is not valid)
  • can't include your Member ID number
  • can't contain the first four characters of your first or last name
  • cannot contain your first name initial together with your last name

Why won't the site accept my first and last (family) name entry?
When entering your first and last name, please enter your first and last name as they are shown on your plan documents or Member ID Card.

Where do I find my Member ID number?
Your Member ID number is your plan number. It is located on the back of your Member ID Card.

Where do I find my CSA number?
As an Aetna International WorldTraveler Member, your "CSA#" is printed on the front of your Member ID Card. The "registration key" is listed on the letter you received with your Member ID Card.

When will I be able to access my Secure Member Website information?
  • As an Aetna International Plan Members, you can access your information online after your plan inception date
  • As an Aetna International WorldTraveler Member, you can access your online information immediately
  • As an Aetna International Individual Member, you can access your online information within 24 hours of successful registration

What if I have already registered for another Aetna website
If you have already registered with another Aetna website, such as Aetna Navigator, you can use the same user name and password to log-in to this Secure Member Website.

Log-in information

How do I retrieve my username?
If you've forgotten your username, don't worry. We can help. We need to verify that the information you've provided matches our records. Then we'll send you an e-mail with details you can use to log-in.
Click here to retrieve your username.

How do I retrieve my password?
If you have forgotten your password, we can help you create a new one. We just need to verify that the information you have provided matches our records.
Click here to create a new password.

Why am I getting an 'Account Locked' error message when I try to log in?
If you have entered incorrect information three times, your account will be locked and you will be asked to reset your password.

If you've answered your security question incorrectly five consecutive times, your account is disabled. To unlock or enable your account, please contact the Aetna International Member Service Centre by phone or email.

Please have the following information to hand if you are having problems logging in or registering:
  • Member ID number - found on your Member ID Card
  • Name and date of birth of the primary planholder/main member

For further assistance, please contact the Member Services Team. Click here to find the contact details you need.

Take control of your health and well-being

Wellness is a lifelong path, and the route is different for each individual. Our health and wellness library contains a wealth of valuable information to help you stay fit and healthy.