Aetna is driving me nuts!

I sent in all my paperwork for my appeal on the 30th of October. The same day I faxed it. I called today to see what is up with it, and the very nice lady on the other end checked on it and said it looked like it was lost. She took my number and later called me back saying she had her supervisor help her look through everything and all they have is the original paperwork. PLUS it looks as though they didn't even get all my documentation in the first place. Which would explain why I was denied. My surgeon's office said they faxed over 114 pages to Aetna. I faxed 33 for my appeal. So now I have to do it all again.

This is simply not right.  I don't understand why there is not more accountability?  How are you going to do it next time?  If you haven't already I would get the name of a specific person and send it in their care.  Then follow up every day with that person to see if it is on their desk yet.  Ask if you can have your case put to the top of the pile as they have lost the papers twice, which is delaying a decision.  I would want someone to answer for "lost" medical paperwork. Mostly it just isnt fair that these companies make us jump through very specific hoops, then try to say we didn't jump quite high enough ....so....they deny, lose paperwork, we jump some more, and on it goes.  I'm sounding very pesimistic.  Sorry about that....I'm just frustrated on your behalf. Hang in there!

IMO faxes are still not that reliable.  Suggestions for the future, 1.  Call your insurance company and find out who can check to ensure the fax has arrived with all of the pages.  Fax it off, then call that person and ask them to check to ensure the fax was received with the right amount of pages. 2.  Always follow up with sending a copy in with a registered return receipt. The fax will hopefully get your process moving quicker and the regestered return receipt will be proof that it was sent and with any luck, one of the two will arrive and enter the process. You can also find out if the insurance companies accept canned PDF files.  More and more companies rely on PDF documents and office copiers will typically scan the documents and send them to any email address you want.  Sent it to your email address to ensure everything worked correctly and that you have a copy, then email the PDF file to you insurance company.  I would still follow up with the registered return receipt as well. Oh, after having issues with Aetna as well I as calling daily to make sure the process was moving along but I would be calling at least once a week.

Best of luck,

Jim