Supporting you and your clients throughout the pandemic ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ 

Volume 1, Issue 2

May 2020

Insights for consultants and brokers

News you can use

  • COVID-19 response: We’re here for you

  • Top story: Offering extra benefits to protect members

  • Employer assistance: Providing support for organizations of all sizes

  • Eye on innovation: Tools and resources to help members stay safe

  • Member story: How a Resources For Living® clinician supported a member with COVID-19

caring hands holding heart



We’re here for you

As a CVS Health® company, Aetna is committed to supporting you and your clients during the COVID-19 pandemic. With retail stores in communities throughout the country, and the ability to reach millions of consumers with innovative, local solutions, we’re uniquely positioned to help.

Since the onset of the pandemic, we’ve focused on two things: meeting the needs of our customers and their employees, and removing barriers to care. We want to make you aware of a couple of actions we're taking that demonstrate our commitment.

  • We’ve increased testing for COVID-19. We expect to have up to 1,000 locations across the country offering this service by the end of May, with the goal of processing up to 1.5 million tests per month.* Learn more about this initiative and how we’re bringing testing capabilities to underserved communities.

  • We’ve created a workforce management tool kit for your clients as many of their employees return to their work sites — their offices, factories, stores and restaurants. In addition to tips on maintaining a safe work environment, the tool kit focuses on employee health, motivation and productivity, management readiness and employee recruiting and retention. Look for your Aetna sales representative to share details soon.

For the latest information, visit our COVID-19 support site or our frequently updated COVID-19 FAQ page.

You can also check out the CVS Health COVID-19 resource center for information on managing health and well-being.

*Subject to availability of supplies and lab capacity.



Offering extra benefits to protect members

The health and well-being of our members are our top priority. That’s why we're offering extra benefits to help them manage their physical and emotional health.

Free COVID-19 testing*
Members will have $0 cost-sharing for any diagnostic testing and doctor visits related to COVID-19.

No cost-sharing for inpatient admission**
We’re waiving member cost-sharing for inpatient admission for the treatment of COVID-19 or associated health complications.

Free Rx delivery***
We’re offering free home delivery for prescription medications from CVS Pharmacy® stores. To enroll, members can call us at 1-888-792-3862 (TTY: 711) or log in to their member website at

Free telemedicine
We’re offering no-cost, in-network telemedicine visits until June 4. Members can see a doctor right from home for any reason, including general medical, behavioral health and dermatology. Behavioral and mental health telemedicine visits will be offered at no cost through September 30 for all in-network outpatient visits.

Crisis support
We’ve opened crisis response lines to help address urgent issues. Members can call 1-833-327-AETNA (2386) (TTY: 711). All Aetna® and CVS Caremark® members also have access to the Aetna Nurse Medical Line at 1-800-556-1555 (TTY: 711).

Counseling and basic needs support
Our Resources For Living program is now available to anyone who needs it. It offers free, confidential counseling along with access to resources to help with meal delivery, long-distance caregiving and more. Members can call 1-833-327-2386 (TTY: 711) to speak with a consultant.

Online shopping
Members can limit their exposure by having essential items delivered. They can go to to get started.


*Applies to all commercial, Medicare and Medicaid lines of business. Testing can be done by any approved laboratory.

**This policy applies to all Aetna-insured commercial and Medicare Advantage plans and is effective through September 30, 2020. Self-funded plan sponsors offer this program at their discretion. Aetna Funding AdvantageSM plans are included. There may be a cost to some employers.

***Free one- to two-day prescription shipping applies to orders from March 9, 2020, to June 30, 2020. There may be a cost to some employers. Aetna Funding Advantage plan members will continue to receive one- to two-day prescription shipping as part of their standard health care benefits.

Aetna Funding Advantage plans are included. There may be a cost to some employers.

Aetna, CVS Pharmacy® and CVS Caremark® are part of the CVS Health® family of companies. For a complete list of other participating pharmacies, log in to and use our provider search tool.

Aetna Funding AdvantageSM plans are self-funded, meaning the benefits coverage is offered by the employer. Aetna Life Insurance Company only provides administrative services and offers stop loss insurance coverage to the employer.

While only your doctor can diagnose, prescribe or give medical advice, the Aetna Nurse Medical Line nurses can provide information on a variety of health topics.

company board


Providing support for employers of all sizes

We’re here to help your clients in this challenging time, providing the flexibility they need to support a remote workforce.

Policy changes to address employer needs

For employers with 101+ employees

Virtual open enrollment
Through our bswift® platform, we have the technology to support virtual open enrollment and life event changes. Our ALEX® virtual benefits advisor tool, via our partnership with Jellyvision®, offers employees a simple, engaging and informative enrollment decision support experience.

Online events and communications
We can also support communication of benefits through tailored webinar presentations, educational microsites and custom emails.

Cost modeling calculator
Our account managers will have access to tools to help self-funded customers estimate the cost impacts of COVID-19.

Customer reporting
We can help insured and self-funded customers make informed decisions by providing detailed COVID-19 claims information.

For employers with 2–100 employees

Aetna AnswerSM Team
We have dedicated live resources for all stages of your client’s life cycle, from new business quoting, onboarding and account maintenance to renewal release and support. We also offer 24/7 online account service.

Virtual open enrollment
For Aetna Funding Advantage plans, the Springboard Marketplace® tool offers online enrollment and benefits administration. It also offers an employee-facing enrollment platform that provides capabilities like side-by-side comparisons and direct provider lookup. New trainings are available to help navigate the platform.

Aetna® specialty customers

Aetna specialty products — dental, vision, supplemental health and pharmacy — can be offered with or without our medical benefits.

Dental out-of-network emergency claims paid as in-network
Aetna will pay all out-of-network emergency claims as in-network during the COVID-19 pandemic for both DMO® and PPO members.*

New tele-dentistry program
Aetna has launched a new tele-dentistry program to provide all dental members with a simple, convenient solution to access care from the convenience of their home. Members will not be charged for emergency exams provided via tele-dentistry during the COVID-19 pandemic.*

Supplemental Health expanded health screening benefit
Members with an Accident, Critical Illness and/or Hospital Indemnity Plan health screening benefit can apply it to the COVID-19 test.

Supplemental Health waiving time frame requirement
For our Accident Plan, we’re waiving the time frame requirement for accident-related care that’s postponed due to COVID-19.**


*We will continue to reassess this policy as the situation evolves.

**Member must be covered at time of care and care must be received by December 31, 2020.

These changes are constantly evolving. To learn more, visit our COVID-19 support site or contact your Aetna sales representative.

Aetna Funding AdvantageSM plans are self-funded, meaning the benefits coverage is offered by the employer. Aetna Life Insurance Company only provides administrative services and offers stop loss insurance coverage to the employer.

Estimated costs are not available in all markets. The tool gives you an estimate of what you would owe for a particular service based on your plan at that point in time. Actual costs may differ from the estimate if, for example, claims for other services are processed after you get your estimate but before the claim for this service is submitted, or if the doctor or facility performs a different service at the time of your visit.



Tools and resources to help members stay safe

We have created a COVID-19 communications tool kit with resources your clients can use to help their workforce stay healthy, both at home and when they return to the office. We regularly update the tool kit to address the latest policies and procedures. It includes:

For employers/plan sponsors

  • CVS Health COVID-19 resource center

  • Employer microsite

  • Member presentation

  • Member email templates, digital ads, postcards and posters

For employees/members

  • Resources For Living webinar, flyers and preparedness guide

  • MindCheck® online tool for emotional health support

  • Well-being flyer with tips to ease stress

  • Aetna Behavioral Health video services

  • 24-Hour Nurse Line flyer and postcards

  • Teladoc® telemedicine resources

  • Oral health flyer

  • Working Remotely toolkit

  • Discounts through the LifeMart® discount program

  • Coaching webinar


LifeMart is a registered trademark of LifeCare, Inc.

All trademarks and logos are the intellectual property of their respective owners.

hearts in hand


Real people reach out to make a real difference


Resources For Living helps member overcome guilt following a COVID-19 diagnosis

Aetna’s Resources For Living program helps members feel heard and supported in a moment of need.

In mid-March, Penny* visited her primary care physician for a routine medication checkup for a chronic thyroid condition. She was congested but chalked it up to seasonal allergies or a head cold. To be safe, her physician tested her for COVID-19, but did not restrict her from any activities. As a result, Penny went back to work.

Over the next two weeks, Penny continued to work normally while experiencing signs and symptoms of a head cold. However, she ultimately received a call from her physician. To her shock, Penny had tested positive for COVID-19.

Penny was devastated, and that feeling immediately snowballed into guilt and worry that she had exposed her friends, family and coworkers. She notified her supervisor and coworkers, but she unfortunately became the target of vicious emails from her coworkers, accusing her of intentionally exposing them to the virus.

That's when Resources For Living stepped in

Seeking help, Penny reached out to Resources For Living — her employee assistance program, which offers in-the-moment counseling to help members in a time of need — to work through the guilt and pain she was feeling. Over the phone, a Resources For Living clinician talked with Penny about the situation and helped her see that it was not her fault. Her employer hadn’t discussed quarantine protocols, nor had they recommended that employees practice physical distancing.

Following the conversation, Penny felt relieved and, with an action plan in hand, ready to move forward.


*The member's name has been changed to protect their identity.

What would you like to see in our next edition of Insights?

If you have feedback, questions or ideas, share them with us.