You can now contact member services on behalf of your clients

To initiate a request, you can call the Aetna Medicare Broker Services Department at 1-866-714-9301 and select prompt 8 to be transferred to the Aetna Member Services team.

Agent authentication and member verification

Next, you'll need to verify that you are the Agent of Record (AOR) for the specific member by providing your name, National Producer Number (NPN), and the member’s name. You'll also be asked to provide two of the following additional member identifiers:

  • Member ID
  • Member date of birth
  • Member address (only street address is required)

What types of changes can an agent request?

After completing authentication, agents can now request any of the items below, on behalf of their member:

  • Order replacement fulfillment items
  • Change the member’s permanent and/or mailing address
  • Change a PCP
  • Inquire about claims and billing issues
  • Activate or deactivate the Travel Advantage benefit

We're here to help

If you have any questions about this new policy, just reach out to your local Aetna Medicare broker manager

Aetna is the brand name used for products and services provided by one or more of the Aetna group of subsidiary companies, including Aetna Life Insurance and its affiliates (Aetna).

Prior to engaging in the sale of Aetna Medicare products, producers must be ready to sell, which means certified, contracted, licensed in the applicable states, and appointed by Aetna in accordance with state law. As permitted in certain states, Aetna will order appointments after the first sale. This communication is intended for use by brokers only and is not intended for distribution to Medicare beneficiaries. Any publication or distribution of this communication to unauthorized recipients without Aetna’s approval is prohibited.

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