AvoidAETNA Date Rated: 2/18/2016 5:44:50 PM
The prior authorization process is terrible. Advised that I needed a prior authorization and attempted unsuccessfully to get AETNA to initiate the process with the doctor. They would not provide the questions for the doctor to answer and claimed the doctor's office knew how to start the process. I called the doctor and requested they get a prior authorization on the medication. I called AETNA 2 weeks later and was advised that it was approved. When I attempted to fill the prescription, it required a prior authorization. AETNA claimed that it was not approved. I requested an expedited prior authorization and received an automated call 24 hours later and was told that the prior authorization was denied because the POD criteria was incomplete. A call to a live person indicated that the doctor had not responded at all within the 24 hours and now an appeal was necessary. Their process allows a verbal request for an appeal so I requested one. The next day, I called to check on the status of the appeal and was advised there was no record of an appeal. At the rate this is happening, it will never get approved. The right hand does not know what the left hand is doing. The whole Authorized Representative process is also broken. Representatives do not know what form to send out. Corporate calls go to voice mail. 2 days later they call back and tell you they will email the form but do not. The form on the website is apparently not current. I never should have transferred to AETNA this year.