Frequently Asked Questions
Q: Can I enroll myself or a dependent after the deadline?
A: You may enroll yourself (or a dependent) after the deadline date only if there has been a significant life change:
Marriage*
Birth*
Loss of prior coverage
Arrival in the United States
If the completed Enrollment Form is submitted within 30 days of the qualifying event, coverage will be backdated to the date of the qualifying event. If the completed Enrollment Form is submitted after the 30 days of the qualifying event, it will not be accepted, and the dependent(s) will have to wait until the next annual open enrollment period to enroll.
*The Voluntary Basic Plan does not include dependent coverage
Q: Are monthly payments an option?
Voluntary & IUSM/IUSD
All premiums must be paid at the time of purchase. Monthly payments are not an option.SAA & International
All premiums must be paid at the time of purchase. Quarterly payments for dependents can be made but must be initiated in the Fall. Monthly payments are not an option.
Q: When should I expect my ID card to arrive in the mail?
A: Voluntary plan students should receive their ID card within 2-3 weeks of enrollment. Mandatory plan students should receive their ID card within 2-3 weeks after the waiver deadline.
Q: What should I do if I don’t get an ID card or lose my ID card?
A: You can request an ID card directly from Aetna Student Health. Call 877-375-4243 to make the request, or request one online through Aetna Navigator®. Please make sure all address information is up to date in Onestart so that ID cards are addressed to the correct location.
Q: What is Aetna Navigator?
A: Aetna Navigator®. is your members-only website. It's secure, so your information is protected. View your personalized claims and health information. You can do it all right here — 24 hours a day, 7 days a week.
By logging into Aetna Navigator®. you can:
Review who is covered under your plan.
Request, view and print member ID cards.
View Claim Explanation of Benefits. (Sample EOB)
Access Health Discounts & Resources.
Look up costs and other health related information before you seek care and to better plan your expenses.
Research the price of a brand name drug and learn if there are generic alternatives.
Find health care professionals and facilities that participate in your plan.
Send an e-mail to Customer Service.
- Q: What should I do if I cannot log-in to Aetna Navigator®.?
A: If you are a first time user, make sure you register first. If you are already registered and have logged in before please contact technical support at (800) 225-3375. Please also allow Aetna Navigator®. 3-5 business days to update their system after you have enrolled in the insurance plan.
Q: Where should I mail claims?
A: Aetna Claims Contact Information:
Aetna Student Health
PO Box 981106
El Paso, TX 79998
(877) 437-6512Q: Where should I mail appeals?
A: Aetna Appeals Address:
Aetna Student Health
P.O. Box 14464
Lexington, KY 40512Q: I went to the doctor several months ago and they submitted a claim to our insurance, but I have not heard anything from Aetna. What should I do?
A: At this point you should make sure that the insurance has received the claim. A common problem with insurances is that they mysteriously "lose" several claims every month. If two months or so has passed with no payment or rejection from the insurance, you should log onto the Aetna website to check the claim status via the online system, or call the insurance to see if they have received the bill. It is important that you keep up with the claims you submit, because our insurance has a 90-day filing deadline. If the insurance doesn't receive the bill for the first time within 90 days (even if it's their fault for "not receiving" a bill you sent in), they will reject it as being beyond the filing deadline and it is very hard to get them to pay at that point. If they claim to have lost or never received the claim, ask the doctor's office to resend or fax the claim, verifying the address to which they are sending the claim and patient ID number.
Q: Is there a way that I can view my claim online?
A: You can view all of your claims online at Aetna Navigator®.
Q: Where can I find claim forms?
A: Claim forms can be found on the main page of our website under “resources”.
Q: Where can I find the claim form for prescriptions?
A: Aetna Prescription Claim Form (PDF)
Q: How much will I pay for my prescriptions?
A: Preferred Care Pharmacy: 100% of the Negotiated Charge after:
$10 copay for Generic Drugs
$30 copay for Brand Name Formulary Prescription Drugs
$50 copay for Brand Name Non-Formulary Prescription Drugs.
Non-Preferred Care Pharmacy: 50% of the Recognized Charge.
Q: Are there any medications that I cannot get?
A: Medications not covered by this benefit include, but are not limited to: drugs to promote or to stimulate hair growth, appetite suppressants, smoking deterrents, and non-self injectables. Prior authorization is required for growth hormones and drugs which are used for the treatment of malaria. For assistance, or for a complete list of excluded medications and drugs available with prior authorization, please contact (800) 238-6279 (available 24 hours).
Q: How do I know if a prescription is covered on my plan?
A: You can look up prescription information and cost by going to Aetna Navigator®. You can also refer to Aetna's Pharmacy Tier Listing (PDF) which lists some of the medications that are covered.
Q: What can I expect to be covered during and after pregnancy?
A: Maternity is covered as any other medical condition. Labor and delivery expenses include inpatient care of the covered person and any newborn child for a minimum of 48 hours after a vaginal delivery and for a minimum of 96 hours after a cesarean delivery.
If a person is discharged earlier, benefits will be payable for one at-home post-delivery care visit by a health care provider. The at-home post-delivery care visit shall be conducted not later than 48 hours following the discharge of the woman and her newborn child from a licensed hospital. However, at the mother's discretion, the visit may occur at the facility of the provider subject to the terms of the Policy or group contract.
Q: My wife is pregnant; Can I add her to my insurance plan?
A: Yes, you can add your spouse to your plan during open enrollment or if she has lost coverage you can contact a .
*Please Note: Spouses and Dependents cannot be added to the Voluntary Plan.
Q: Does Aetna cover eye exams?
A: Aetna does not cover vision.
IUSM & IUSD, International, and Voluntary Plans – Enrollees in these plans have access to an Aetna Vision Discount Program as part of their medical insurance plan. Members are eligible for vision discounts with participating providers (see Health Discounts). Please see the chart listed below for a summary of vision discounts and register for the program at Aetna Navigator®.
SAA & Fellowship Recipients – Enrollees in these plans have access to two vision discount programs. In addition to the Aetna Vision Discount program, SAA and Fellowship Recipients have access to a voluntary vision wear program offered through Marsh Voluntary Benefits. For information on this voluntary-paid vision wear plan, as well as other benefits, visit www.iuvoluntarybenefits.com.
Aetna Vision Savings Summary This chart is a summary of the Aetna Vision Discount Program. For the full chart please register at Aetna Navigator and view Health Discounts. Product or Service Reduced Fee/member Cost* Frames Eyeglass Frames (retail prices) 40% off retail prices Lenses per Pair (uncoated plastic) Single Vision $40 Bifocal $60 Lens Options per Pair (add to lens price above) Standard Polycarbonate (includes UV and scratch-resistant coating) $40 Glass 20% discount Standard anti-reflective coating $45 Eye Exams for ALL Managed Medical Plans* that Do Not Cover Eye Exams For eyeglasses $42 For standard contact lenses $82 Contact Lenses Conventional lenses 15% discount Disposable lenses 5% discount Additional Vision-Related Items LASIK procedures 15% off the standard prices or 5% off promotional prices through the U.S. Laser Network
Q: Is dental included on my medical insurance plan?
A: No,* you must purchase dental separately. We have linked the Dental brochure and summary of benefits under each plans website link. Please select your plan from above for more information.
*Dental premiums for qualifying SAAs and Fellowship Recipients are fully paid by the University or external granting agency. No Enrollment Form is required for students on the SAA and Fellowship Recipients Plan. Note: This does not apply to qualifying dependents.
Q: Can I use a dental provider at IU School of Dentistry?
A: Yes, it is in network as long as you see a licensed professional.
