Claims Outside The USA
When you need medical treatment we are there to help you and to ensure that you get the care that you need.
If it is an emergency, seek treatment immediately, and then contact Aetna +1 877 248 2197 and also email our Claims Team to help.
If it is not an emergency, perhaps it is a good opportunity to use the vHealth Worldwide app to speak to a doctor? There is no charge and no impact on your No Claims Bonus.
Finding a Hospital or Doctor
Outside of the USA, you are free to seek treatment from any hospital or doctor. Aetna has a network of 165,000 international facilities that have already agreed to receive a direct payment from Aetna for your medical treatment.
If you are not seeking treatment at one of these facilities, it is still usually possible for Aetna to arrange a direct payment for you when the cost of treatment is over US$500. If you need to have Aetna make a direct payment for you, please follow the below pre-authorization process.
Outpatient Treatment
It is not normally necessary for you to submit your original documents by post, but it is recommended that you keep these until your claim is settled, in the event that they may need to be seen.
Please comply with Aetna’s following basic guidelines while submitting prepaid claims for reimbursement
a. Attachments must be readable. Our recommended file formats are PDF, JPG or JPEG. Please scan documents in 150 DPI (Dot/Inch) resolutions and compress for ‘medium quality JPEG’ – This will ensure a reduced file size.
b. Please send a single claim per e-mail. A separate claim form and all supporting documents (AS A SET) must be submitted for each medical condition -and/or- person claimed. Please -DO NOT SEND- one claim in part over different emails.
c. The maximum size for a single email with attachments should not be larger than 8 MB.
To ensure prompt reimbursement of eligible prepaid claims, please ensure that you submit all necessary claim documents for processing.
Exceptions may be made for high-cost outpatient treatment estimated to exceed US$1,000 in that Aetna can look into the possibility of a direct settlement arrangement with the service provider. Please refer to the Pre-authorization Process below on this same web page.
Medical Treatment that Requires Pre-Authorization
- Planned in-patient or day-patient treatment (hospitalization)
- Any pregnancy or childbirth treatment
- Planned surgery
- Medical evacuation
- Psychiatric treatment – in-patient, day-patient or out-patient
- Home nursing charges
- Planned in-patient, day patient or out-patient MRI, CT & PET scans
Pre-authorization Process
If you serve in a country “sensitive” to missionaries, please email us for an alternative form.
Europe
1. Download these forms
a. PCMF (to be completed by your doctor)
i. This form tells Aetna
1. What you need treating for.
2. What your doctor is proposing as treatment.
3. An estimate of the cost.
b. ROMIF (Sign this. This permits Aetna to communicate about you and your condition with your doctor).
2. Email the forms to [email protected]
3. For any urgent needs or questions, call Aetna on +44 870 429 6439
Asia Pacific
1. Download these forms
a. PCMF (to be completed by your doctor)
i. This form tells Aetna
1. What you need treating for.
2. What your doctor is proposing as treatment.
3. An estimate of the cost.
b. ROMIF (Sign this. This permits Aetna to communicate about you and your condition with your doctor).
2. Email the forms to [email protected]
3. For any urgent needs or questions, call Aetna on +852 3071 5022
Middle-East, India & Africa
1. Download these forms
a. PCMF (to be completed by your doctor)
i. This form tells Aetna
1. What you need treating for.
2. What your doctor is proposing as treatment.
3. An estimate of the cost.
b. ROMIF (Sign this. This permits Aetna to communicate about you and your condition with your doctor).
2. Email the forms to [email protected]
3. For any urgent needs or questions, call Aetna on +971 4438 7600
Canada, Central and South America
1. Download these forms
a. PCMF (to be completed by your doctor)
i. This form tells Aetna
1. What you need treating for.
2. What your doctor is proposing as treatment.
3. An estimate of the cost.
b. ROMIF (Sign this. This permits Aetna to communicate about you and your condition with your doctor).
2. Email the forms to [email protected]
3. For any urgent needs or questions, call Aetna on +1 877 248 2197
If you have an urgent need outside of office hours, please contact Aetna on
+1 877 248 2197
If you serve in a country “sensitive” to missionaries, please email us for an alternative form.