Aetna International

1. Aetna International International Secure Member Website

2. Visit www.aetnainternational.com and select MEMBER on the right side to login to the secure member website. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions.

3. Click on the Login/Register button in the box that says “Members on European, Asia Pacific, Middle East and Africa or Latin American and Caribbean based plans, start here:” Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Login/Registration

4. Use the ‘Register for online access button highlighted to register to access the member secure portal. This is a ‘once only’ process. Enter First Name(s), Last Name, Date of Birth, and Member ID exactly as it appears on the Certificate of Insurance Member/Registration

5. The next step in the registration process is to establish the username and password; answer to the security question that can be used to retrieve usernames or reset passwords, and provide additional profile details. Member/Registration

6. User names must be between 8 and 40 characters must include at least one letter must include at least one numeral may include special characters (e.g., $, @, #, %) Passwords are case sensitive must be between 8 and 20 characters must include upper and lower case letters must include at least one numeral may include special characters (e.g., $, @, #, %) may not contain your user name, first name, last name, member id, or the answer to your security question Username/Password requirements Member/Registration

7. Once registration is complete, members will be able to login to the website with the user name and password they have created. Member/Login

8. Welcome screen. Main navigation is on the left sideand the detail information is provided for each section in the middle of the page.Customised/Personalised content is showing on the right side. Secure Member Home

9. Find Healthcare: Includes links to the direct-settlementlists, the broader HTH lists, as well as information about the IHAT team with a link to team contact details. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Find health care

10. Search query pre-populates based on user profile but can betyped over to search for providers in other locations. Find health care

11. The search results are displayed by cityand you have an option to change country to see details of more health care providers in that country Find health care

12. Click on the city link to see a list with all facilities in that city. Find health care

13. The Details link under the facility name provides the member with the address, phone number and additional information about the facility. The member can also request a direct-settlement with that facility. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Find health care

14. The direct-settlement request form pre-populates the facility details and asks the member for additional information on the patient. Find health care

15. The claims centreincludes two functions: • search claims and view claims status; and • submit claims online. Claims center

16. In the search claims function, members can: • search by member on the policy; • look at all claims for all members; • search by date range. Search claims

17. Once the search criteria have been entered, the claims are displayed in a table on the page. The member has the ability to sort by column, print the page, view claim details on a specific claim, or view an EOB where available. Search claims

18. The little blue “i” icons allow the member to click for more information or explanation on what the column or status means. Search claims

19. After clicking on claims detail, a member can: • view additional information about the claim, • send a claim inquiry to the customer service team, or • print the page. Search claims

20. After clicking on the View Explanation of Benefits button, a pdf of the EOB is opened. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Search claims

21. Members have the ability to submit completed claim forms and receipts online. They can also make updates to previous online claim submissions. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Submit claims

22. The first step in online claims submission is to confirm the Aetna International membership information. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Submit claims

23. Step two asks the member to upload the completed claim form along with all relevant receipts. Once the upload is complete, the member can submit the claim. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Submit claims

24. Upon successful submission, the member will see a confirmation screen and receive an email along with a reference tracking number. This number can be used to make future updates to a submission. Submit claims

25. Members have access to value add information such as International City Health Profiles, Drug Translation Guides, and more. Travel tools

26. Members also have access to health and wellness resources, including information about IHAT as well as access to educational content in the Wellness Centre. Health and wellness resources

27. The Wellness Centre includes downloadable educational content on Diabetes, Asthma, Cancer, Stress Management, Coronary Artery Disease and more. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Health and wellness resources

28. The “Your account, your policy” section allows members to update their account settings, request ID cards, access their policy documents and customize the widgets that appear on the right side of the page. Your account, your policy

29. On the account settings page, the members can change their email address, change the destination country and city and opt in to hear about benefits, products and services from Aetna. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Account settings

30. Members can fill out a short form to replace lost or stolen ID cards. Request ID cards

31. Members can access their policy documents, such as the member brochure, policy summary, etc. This section is personalisedbased on the plan of benefits the member has: IHP members would only see IHP relevant materials. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Policy documents

32. Members can control the widgets that appear on the right side of the page: show or hide the widgets, or select the time zones they would want to see on the world clock Widget settings

33. The forms provides the member with downloadable claim forms. This section is also personalised, so members on the IHP plan would only see the IHP claim form. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Forms

34. We have compiled the answers to a list of Frequently Asked Questions for members to reference. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. FAQs

35. The contact information include: • the phone numbers, • fax numbers, • claims address, • other relevant numbers for members. Empowering people to live healthier lives through innovative global cover, wellness and care management solutions. Contact us