Total nightmare and unprofessional

Dealing with Aetna is a nightmare. They do absolutely nothing they say they are going to do. They request faxes and letters mailed to them and then claim to never get them. I personally watched my doctor's office fax Aetna on three different occasions and then received a confirmation paper saying it was successfully sent and received, yet Aetna claims to have never gotten them. They look for any excuse they can to delay your claim. Absolutely give up on getting a return phone call or email. I have had a policy with them for 18 years, never needed it or used it until I had shoulder surgery and needed 3-4 months STD to recover. It was a non stop roller coaster ride of red tape, dealing with reps that you can barely understand because they hardly speak English and complete and utter lack of professionalism. Out of 14 weeks of being out of work, at the doctor's order after having surgery for torn bicep and torn rotator cuff, I never once got two checks in a row, there was always a hold up, or miscommunication or break down on their end. I might have gotten 7-8 checks out of the 14 I was eligible for and only got those after spending hours, daily, on the phone with incompetent reps and constantly faxing the exact same form over and over again. If you plan on depending on Aetna for STD to pay your bills while you are out for a short time DO NOT DO IT, make other arrangements of some type, save your money up before you have the procedure done or do something else, just do not depend on them for help. They make the process so difficult and time consuming that people like me just give up on even trying with them anymore, which means they win in the end. Absolutely horrible company to deal with. I will be writing a very long detailed letter to my company's HR department about my experience with Aetna.