Question
What do I do if Aetna claims they haven't received my medical info?
I need some guidance. In Sept my husband had a massive stroke. He was placed on std thru work with Aetna. On Nov16th he got a check that was much smaller and I called to find out why. I was told that they had sent a request for office visit notes and it came back no record found. It appears they sent it to the wrong doctor. On the 20th of November the right doctor sent the requested records by fax and they did receive them. They still have not made a decision if the claim can be reopened. Do I have any recourse?
Answer
Roberta, you should contact Aetna to verify that they actually received the information and find out if they are waiting on any additional information. If your doctor sent what they were requesting then they should have paid the benefits owed or provide a reason why no benefits are being paid. If they sent a denial letter after not receiving information they requested then they may require your husband to go through the appeals process to get his benefits reinstated.
