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International FAQ
I
need a doctor and I am stationed overseas. Is Aetna Global Benefits (AGB)
still available no matter what country and/or time zone I am in?
All around the world, 24 hours a day, AGB
connects members to global health care, emergency assistance,
web-based health information and thousands of qualified doctors and
hospitals in over 500 international destinations. We are here to
help you find solutions to your health care needs and, above all, to
ensure that you have access to the best care possible, wherever you
may reside or travel in the world. Our Member Service
Professionals are here to help you, 24 hours a day, 365 days a year
via phone, fax, and e-mail.
Which
members of my family qualify as dependents?
Qualifying dependents include spouse, dependent
children under the age of 19, or dependent children up to the age of
25 if they are full-time students.
I have a
specific question as to whether or not a certain benefit is covered.
Who should I call?
Whether you have questions regarding benefits
coverage, need information finding a doctor in your country of
assignment, or need assistance with claim status or using available
web tools, AGB’s Member Service Professionals are available to you 24
hours a day, 365 days a year. At any time of the day or night, members
can contact representatives in our International Member Service Center
via toll-free phone, fax, or e-mail for assistance with a variety of
claims, benefits and health related issues. Our multilingual,
multinational staff has the ability to translate any language live, in
real time, so communication is never an issue.
Contact us at:
Toll-Free: 800-231-7729
(refer to the AT&T International Calling Guide in your Member Kit)
Direct: 813-775-0190
(collect calls accepted)
Fax: Toll-Free
800-475-8751; Direct 813-775-0625
For a list of all contact information
click here.
E-Mail:
agbservice@aetna.com
URL:
www.aetna.com/agb
How do I
dial AGB toll-free from outside the U.S.?
·
To dial the AGB International Service Center toll free
from a non-U.S. location, be sure you have an outside line (from a
hotel room, follow the hotel’s instructions to get an outside line, as
if you were placing a call).
·
Locate your country’s AT&T Direct Access Number listed
for the country from which you are calling (please call 1-813-775-0190
collect if the country you are in is not listed).
·
When prompted for the number you are calling, dial
800-231-7729. (You do not need to dial “1” before the area code.)
·
After the tone, you will hear an automated message
stating “thank you for using AT&T”, and your call will be directed to
the AGB Member Service Center.
Is there a
website available where I might find out what vaccinations are
required to enter a particular country?
Because you may access information on your own
any time of the day or night, we have created the AGB Member Service
Center on the web. This online resource offers a wide range of
automated tools and information designed to help you use and
understand your global benefits, including global doctor/hospital
search engine; health and security information in over 200 countries;
translation guides for drug and medical terms in multiple languages;
online forms; etc.
Here is the website URL for Aetna Global
Benefits: www.aetna.com/agb
Can AGB pay
the hospital directly?
By working with leading medical facilities
throughout the world to pre-define admission and payment procedures,
including accepting payments directly from AGB, we are simplifying
global access to health care.
AGB has developed relationships with leading
hospitals and health networks throughout the world to help you access
and pay for global health care. AGB works both independently and with
you to identify hospitals and facilities you utilize in order to
establish direct pay arrangements with them, making it easier for you
to concentrate on what is most important during your international
assignment: your family, your health, and your work.
How to Initiate Direct Pay:
You can start the direct
pay process in one of two ways:
1.)
On the Web
·
Go to
www.aetna.com/agb
·
Log into the Member Website
·
Click on “Find a Physician or Hospital”
·
Click on “International Direct Pay Hospitals”
·
Click on “Submit a Request”
·
Follow the directions to fill out the web-based form
2.)
Call the International Service Center
Prior to going to the hospital:
·
Follow the directions above to locate a direct pay
hospital
·
Schedule an appointment with the selected hospital,
identifying yourself as an AGB member
·
Send us a notification e-mail to (http://www.aetna.com/agb/secure_forms/member_direct_request.htm)
or by calling the International Service Center. It is important that
you send the request at least 10 business days prior to your scheduled
visit so we may generate a Verification of Benefits notice for the
hospital.
What to bring to the hospital:
·
Medical Claim Form
·
AGB ID Card
·
Provider Instructions
How do I
submit a claim?
AGB’s standard policy is to reimburse the payment
of benefits via check in U.S. dollars (USD). However, reimbursement
may also be issued via wire transfer or in non-US currency, depending
on your plan of benefits. You and/or your dependents can specify your
preferred mode of payment on page 2 of the Benefits Request Form.
Claim forms can be submitted in three different ways.
If you are in need
of a claim form for Aetna Global Benefits, please
click here.
Mail:
Aetna Global Benefits
P.O. Box 30258
Tampa, FL. 33630-3258
USA
Overnight Delivery:
Aetna Global Benefits
4630 Woodland Corporate
Blvd.
Tampa, FL. 33614 USA
Fax:
1.
Complete the appropriate claim form.
2.
Copy all receipts on letter-sized paper. Be certain that all copied
receipts are legible prior to sending.
3.
Write member identification number on each piece of paper.
4.
Complete fax cover sheet. Include date, total number of pages being
transmitted, and your contact information (telephone, fax, and e-mail
address). If any documents are missing or are not legible, you will be
contacted within 24 hours.
5.
Fax to AGB Tampa Service Center at (direct) 813-775-0625, or (toll
free) 800-475-87510.
·
Click on “Find a Physician or Hospital”
·
Click on “International Direct Pay Hospitals”
·
Click on “Submit a Request”
·
Follow the directions to fill out the web-based form
2.) Call
the International Service Center
Prior to going to the
hospital:
·
Follow the directions above to locate a direct pay
hospital
·
Schedule an appointment – Schedule an appointment with the
selected hospital, identifying yourself as an AGB member.
·
Send us a notification e-mail (http://www.aetna.com/agb/secure_forms/member_direct_request.htm)
or by calling the International Service Center. It is important that you
send the request at least 10 business days prior to your scheduled visit
so we may generate a Verification of Benefits notice for the hospital.
What to bring to the
hospital:
·
Medical Claim Form
·
AGB ID Card
·
Provider Instructions
Additional helpful websites:
U.S. Department
of State Travel Advisory website:
http://travel.state.gov/travel/cis_pa_tw/tw/tw_1764.html
International Society of Travel Medicine is a non-profit group designed to
aid international travelers with pre and post visit medical needs.
This is not meant for emergency use, and the International Society of
Travel Medicine and Aetna Global Benefits are not affiliated.: https://www.istm.org/WebForms/Members/IndexSecure.aspx?sUrl=%2fclinicdir%2fclinicdir.aspx
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