Notes

Additional Info Given

This email is to acknowledge the receipt of your response below. Please be informed that we have forwarded the information to the appropriate department for handling. We thank you for your prompt response to our request.

This email is to acknowledge the receipt of your response below. Please be advised that we have forwarded the information to our assessor for the review and processing of this claim and it will be considered as expeditiously as possible in the order received.

This email is to acknowledge the receipt of your response below. Please be advised that we have forwarded the information to our assessor for the review and processing of this claim. Please be informed that claim reassessment will take up to 15 business days from the date we received the additional information.

This email is to acknowledge the receipt of your email below. Please be advised that we have forwarded the documents to our Claims Processing Team for urgent handling.

This email is to acknowledge the receipt of your claim status request below. Please be advised that we have forwarded the information to our assessor for the review and processing of your claim on 04 November 2014. Please be informed that claim reassessment will take up to 15 business days from the date we received the additional information.


Bank Transfer

This email is to acknowledge the receipt of your email below. Please be advised that for bank transfer, kindly allow 2-3 business days for the payment to reflect in your account. You can contact us if you have not received the transfer after 3 days and we will be sending you the Explanation of Benefit (EOB).

* Account Holder's Name:
* Bank Account Number:
* Bank Name:
* Bank Address:
* IBAN/Swift Code:
* Settlement Currency:
* Settlement Address: (to where we will send the settlement letter)

Missing Info (Privacy)

Beneficiary’s Name:
Patient’s Name:
Policy Number:

Dear :

Thank you for your recent enquiry to our Member Services Center. We need a little more member information in order to answer your question(s).

Please could you reply to this email quoting reference with the member’s full name, date of birth and identification number and we will be pleased to advise you further. If you have any additional questions, please include them in your email reply.

If you would prefer to speak to a member of our Member Services Team, we’re here for you 24 hours a day. Please contact us by calling the Customer Service phone number on the back of your ID card.

Please make sure you have the requested details handy when you call.

We look forward to assisting you with your health benefits.

Sincerely,


Insufficient Information

We will send you updates as soon as we receive any feedback from the team.


This email is to acknowledge the receipt of your request below. Please be informed that we always require all three patient details: full name, date of birth, and policy number or identification number, before we are able to assist with any new inquiry or request. Thus, to avoid any inconvenience, kindly make sure that you always provide all these details whenever you send us an email.


This email is to acknowledge the receipt of your response below. Please be advised that we require patient’s date of birth before we are able to assist with any new inquiry or request.

This email is to acknowledge the receipt of your response below. Please be advised that in order to ensure our Member’s security, it is part of our verification process to require patient’s date of birth before we are able to assist with any new inquiry or request.

[L] Pending claim notification
Greetings from Aetna International Client Service Department:

This email is to acknowledge the receipt of your submitted claim. However, further information is urgently required by our Claims Assessor in order to prevent delays in processing. Kindly respond to this email and please provide us the missing information shown attached.

The password for attached EOB is Aetna plus the patient's member ID number. Example: Aetna123456

If you have any questions, please do not hesitate to contact us. Please include your Date of Birth when reply to this email for our reference.


Sincerely,

Denial Letter

[L] Claim settlement letter

************************************

[L] Declined claim notification


This email is to acknowledge the receipt of your submitted claim. We regret to inform you that it is ineligible to be reimbursed for the reason as attached.

The password for attached EOB is Aetna plus the patient's member ID number. Example: Aetna123456

If you have any questions, please do not hesitate to contact us. If you need to respond to this email, please include your Date of Birth for our reference.


Sincerely,



Password Reset
https://int.aetnainternational.com/members/registrationStep1.do

Thank you for contacting Aetna International with your query.

This email is to acknowledge the receipt of your request for password reset. Please find the below steps to guide you on how to re-set your password successfully, after re-setting, you can login at once.

1. Go to https://int.aetnainternational.com/members/forgotPassword.do

2. Provide the details as per required.

User:
Question:
Answer:

3. Enter a new password page gets displayed, re-enter new password

4. You can now login directly using your new password.

If you have any additional questions please reply to this email and we will get back to you within 2 days.

If you would prefer to speak to a member of our Member Services Team, we’re here for you 24 hours a day. Please contact us by calling the Customer Service phone number on the back of your ID card.

Make sure you include the Patient Number, Patient Name and Date of Birth on your email or have it handy when you call, as it will help our team quickly find your details.

We look forward to assisting you with your health benefits.


Sincerely,


Pend-in

Routed to Assessor /
************************
02 December 2014

Patient's Name:
Policy Number:
Claim Number:
Invoice Number:

Status:
Reason:


Dear:

Please

Kindly assist in processing this claim Asap.

Thank you very much.


Regards,


Misrouted Emails
This email is to acknowledge the receipt of your inquiry below. Please be informed that your Policy is being handled by other department. Please note that we have forwarded your request to the appropriate department for review and handling. If you do not receive any response from the Team, you may follow up with them via email at [email protected].
This email is to acknowledge the receipt of your inquiry below. Please be informed that members Policy is being handled by other department. Please note that we have forwarded your request to the appropriate department for review and handling. If you do not receive any response from the Team, you may follow up with them via telephone at +971 4 438 7600 or via email at [email protected].
This email is to acknowledge the receipt of your inquiry below. Please be informed that the Policy of the members are being handled by other department. Please note that we have forwarded your request to the appropriate department for review and handling. If you do not receive any response from the Team, you may follow up with them via telephone at +971 4438 7600 or via email at [email protected]

Claim Submission Procedure
This email is to acknowledge the receipt of your request below. Kindly find below steps in submitting a claim for reimbursement.

1. Complete the Claim Form (see attachment)
- All sections must be completed. However, section 5 can be left blank provided pertinent medical information is attached to the claim.
2. Attach invoice(s) showing detailed breakdown of the medical charges
3. Attach proof(s) of Payment (billing statement)
4. Attach the following to the claim form (as appropriate):
- All supporting documents relating to the claim for all treatments referred to in the claim.
- Any laboratory test results and/or x-rays relating to the claim.
5. Sign and date the form. This must be done by the insured Member in order to validate the claim.

This email is to acknowledge the receipt of our phone conversation on 14 November 2014. Please be advised that we have received your request for Recurring Reimbursement Election (RRE) on 10 November 2014. However, your request is still on queue for processing. Once the set-up will be completed, you will find the Recurring Reimbursement Election (RRE) record in election history.

Please note that you have to input the same Recurring Reimbursement Election (RRE) in submitting a claim before the set-up has been completed.


PSS Queries
Please be advised that we have received a feedback from our Plan Sponsor Services Team advising you to contact your Human Resource Department for any changes in Policy Details. Please note that they need the information confirmed by your Human Resource Department before doing the necessary changes.
Please be advised that your concern is being handled by our Plan Sponsor Service Team. For further assistance, you may contact them directly via email at [email protected].

This email is to acknowledge the receipt of your inquiry below. Please be advised that we have forwarded your concern to our Plan Sponsor Services (PSS) Team for handling. If you do not receive confirmation from the Team, you may contact them via email at [email protected].



No need to call Mr. Zhou.

We have called Member Services Team - Miss Ho. Mr. Zheng Zhou insists that these are not the same diagnosis. Right lower back pain and left back pain are in different diagnosis with different GP reference letter. So, Mr. Zhou does not need to submit the progress report from Specialist.

On April 14, 2014, GP - Doctor Michael Leung issued a letter for Mr. Zhou Zheng to have 10 sessions of physio.
1) April 14 Physiotherapy
2) April 15 Physiotherapy
3) April 17 Physiotherapy
4) April 22 Physiotherapy
5) May 9 Physiotherapy
6) May 16 Physiotherapy
7) May 23 Physiotherapy
8) May 30 Physiotherapy
9) Jun 6 Physiotherapy
10) Jun 10 Physiotherapy

On April 29, 2014, GP - Doctor Yau Wah Hon issued a letter for Mr. Zhou Zheng to have 10 sessions of physio. (Diagnosis: Sprain right ankle)
1) April 29 Physiotherapy
2) Jun 9 Physiotherapy

According to the Aetna's policy, only needs us to submit GP reference letter for 10 sessions of physiotherapy under one diagnosis. April 2013 - it's left back pain. It's totally different diagnosis with Lower back pain; Buttock pain. So, Invoice #2581414 and 2577007 were within 10 sessions, so no need to submit the progress report.

Miss Ho said that she will ask Claims Dept to review it again.