Frequently asked questions

Some schools automatically enroll students. Some schools enroll students unless they waive coverage. At other schools, students will need to enroll themselves. To check if you need to enroll, go to the Aetna Student Health home page and choose your school. Then go to the Enroll page, if applicable, and follow the steps.

Go to the Aetna Student Health home page and choose your school. Then choose “Get your ID card”, or, call Customer Service to request a new one.

You can usually save more money by visiting an in-network provider. Some plans may require you to visit an in-network provider to be covered. Go to your plan page to learn about cost differences between in-network and out-of-network providers.

Yes, we cover emergency care. In fact, emergency care is covered 24 hours a day, seven days a week – anywhere in the world. Generally speaking, an emergency is a situation in which you could reasonably expect that the absence of immediate medical attention could result in serious jeopardy to your health, or if you are a pregnant woman, to the health of your unborn child. This definition may vary based on state regulations.

In general, you should an emergency room for life-threatening or severe injury or illness. For moderate to serious injury or illness or when a visit to your primary doctor is unavailable, visit an urgent care center.

If an emergency happens close to home:

• Call your local emergency hotline (911) or go to the nearest emergency facility. If possible, you should also call your primary care doctor. In all cases, you should contact your primary care doctor as soon as possible after receiving treatment.
• Once an emergency facility has stabilized your condition, their staff members should try to contact your primary care doctor. Your primary care doctor knows your medical history and is also responsible for coordinating your health care.
• Please note that all follow-up care should be coordinated through your primary care doctor.

If an emergency happens when you’re traveling away from home:

• Remember that urgently needed care is covered while you are traveling outside of your local Aetna service area.
• You should seek immediate treatment for any illness or injury that would be considered an emergency, or for the care of any urgent problem.
• If you are admitted to an inpatient facility, you should immediately notify your primary care doctor and Aetna.
• In other cases, you should notify your primary care doctor and Aetna within 48 hours of an emergency.

When seeking emergency care, please note that:

• Any services you receive must be covered under the terms of your Aetna plan.
• You are responsible for any emergency room copay.
• An emergency room copay does not apply when you are admitted for an overnight hospital stay.

Here are some of the unique benefits of student health insurance plans:

• Enrollment periods are specific to your academic schedule.
• Enrollment requirements do not depend on age, but on student eligibility status as determined by your school.
• Coverage is continuous during your academic career, 24 hours a day, anywhere in the world – summer break included.
• The student health insurance plan coordinates care with each campus and its local community providers to promote access to appropriate medical care.
• In most cases, a student health insurance plan will include a worldwide travel assistance service offering unlimited emergency medical evacuation services.
• Spouse and dependent coverage is available at most schools.

The answer depends on your parent’s health insurance plan, such as what it covers and how much it costs to keep you on their plan. But generally, student health plans can be a more cost-effective solution for families, especially if you are attending school out of state. They also provide benefits designed around student life, such as enrollment periods specific to your school schedule. Remember, your parent’s plan may have age and other eligibility requirements, so make sure to check and compare options when making a decision.

You may also need insurance for your family while attending school. The first step is to ensure your school offers dependent coverage. (Your student health insurance brochure will highlight this information.) During the open enrollment period, you may add your dependents onto the student health insurance plan. You may also add a dependent outside of the enrollment period when you experience a "change in life status" (marriage, birth, divorce or loss of a job).

Some insurance companies offer plans that students can buy on a short-term basis. But, a school-sponsored student health insurance plan may be a better option than buying a short-term policy. Here’s why:
 

• Short-term policies may have strict enrollment guidelines.
• Pre-existing conditions may be limited or completely excluded from a short-term policy.
• There is no guarantee that you can extend coverage past your original enrollment period.

Here are some factors to consider when deciding between a student health plan and COBRA:
 

• A COBRA policy may not provide travel assistance services with unlimited medical evacuation or repatriation.
• Monthly COBRA premiums can change if your company previously paid a percentage of your premium while employed.
• Under COBRA, your former employer can charge you up to 102% of the total premium amount to continue coverage in your original plan.
• Aetna Student Health premiums will remain the same throughout your enrollment period.
• COBRA coverage could run out while you are still in graduate school because employers are required to offer the COBRA option only for a set number of months.
• Aetna Student Health coverage is guaranteed during the entire enrollment period.

If you have an emergency while traveling at least 100 miles from your primary residence or when traveling in a foreign country, call On Call International as soon as possible by dialing 1-866-525-1956 (TTY: 711) (within the United States) or 1-603-328-1956 (TTY: 711) (outside the United States). On Call International can provide the travel and medical assistance services. 

Call On Call International at any time, day or night to speak with an assistance coordinator who can refer you to a qualified medical professional in your travel location.

Yes. Once you enroll in a student health insurance plan that includes these benefits, you will receive an On Call International member card. The card may be used for services in the United States (anytime you are 100 miles or more from your Primary Residence or when traveling to a foreign country). Always carry the card with you when you travel. The 24-hour help-line telephone number is printed on the card.

It is not required that you contact On Call International before you leave on a trip; however, if you will be traveling for more than one semester, please contact On Call International to receive valuable pre-trip and extended travel information. Also, remember to take your On Call International card with you and call if you need medical, travel or security advice or assistance.

No. On Call International is a service provider, not an insurance company; therefore On Call International must make the arrangements for all services. On Call International cannot reimburse participants for any assistance expenses not arranged, approved and provided by On Call International.

You will need to pay the provider and then file a claim for foreign medical assistance with Aetna Student Health. If you do not have the funds available to pay the hospital, On Call International can help you make financial arrangements with the provider. The source of the funds is your responsibility.

Yes. If an eligible participant is traveling alone and the participant is expected to be hospitalized for seven or more days, On Call International will transport a family member or friend to be by the participant's side. On Call International must coordinate and pre-approve the transport in order for the benefit to apply.

If you still need assistance at the point of discharge from the hospital and the treating doctor and On Call's medical team recommend that you return home for follow-up care, On Call International will arrange and pay for any medically necessary return arrangements you require. For example, On Call can coordinate and pay to return you home with a medical escort if the treating physician and On Call's medical team recommend that that is the safest way for you to travel.

On Call International will help you with any medical situation if you are 100 miles or more from your primary residence or traveling in a foreign country - this can mean while you're on campus, studying abroad, or on spring break. If you become ill or have an accident while traveling, you may not know how to access care, but with On Call International, you can call 24 hours a day, 365 days a year for assistance and advice.

By calling On Call International immediately, you can receive services before your medical condition becomes serious. Also, On Call International can protect you in the event of an emergency by getting you to appropriate medical care when there may not be good local medical facilities.

To find out if your school offers emergency assistance services:
 

Read your school's Health Insurance Plan brochure. You can find it on the Member page of your school-specific site. Click 'Select School' from the menu and select your school. The plan brochure will be listed toward the bottom of the "Members" page.
 

Contact your school's Health Center or Insurance Office.
 

Call Aetna Student Health's Customer Service Center at 1-877-480-4161 (TTY: 711).

Most Aetna Student Health Insurance programs include access to emergency assistance services when you are traveling 100 miles or more away from your primary residence or outside your country of residence. You can access the On Call International assistance services 24 hours a day, 365 days a year during your policy effective period. On Call International provides a wide array of services to assist you in the event of an emergency. 

Emergency assistance services include:

Medical consultation and evaluation - Your call to the On Call International Global Response Center will be handled by professionals who will refer you to qualified doctors and medical facilities throughout the world.

Medical monitoring - On Call International's Global Response Center will communicate regularly with your attending physician. On Call's medical team will monitor your condition by reviewing medical reports and consulting with your attending physician. On Call's Assistance Coordinators will relay information to you and to your family if you release them to do so.

Emergency medical evacuation - Should adequate medical facilities not be available locally, On Call International will evacuate you, by whatever means medically necessary, to the nearest medical facility capable of providing you with appropriate care.

Foreign hospital admission guarantee - On Call International will assist you in gaining access to emergency medical care by validating your health insurance coverage.

Medically necessary repatriation - If you require special arrangements to return home upon being discharged from the hospital, On Call International will coordinate and pay for the medically necessary arrangements to get you back to your primary residence or campus location.

Prescription assistance - If you are traveling and require prescription medication, On Call International will help you fill that prescription.

Emergency trauma counseling - On Call International will provide online telephonic counseling for emergency situations while traveling.

Personal assistance services include:

General travel information - On Call International will provide you with pertinent travel information such as passport and visa requirements, country-specific cultural information and travel advisories.

Transport of a family member - if you are injured or fall ill while traveling alone more than 100 miles from your primary residence and will be in the hospital for more than 7 days, On Call International will arrange and pay for economy transportation for a family member or friend to join you.

Legal assistance - On Call International will refer you to legal counsel in the event you have been arrested or detained. On Call International will also notify the consulate/embassy.

Lost documents/lost luggage and translation assistance - On Call International will assist you in replacing lost documents such as passports and will assist in the tracking of lost luggage. Additionally, On Call International provides telephonic translation assistance.

Return of mortal remains - On Call International will render every possible assistance in the event of a death while traveling. This service includes locating a sending funeral home to prepare the remains for transport, procuring required documentation and the necessary shipping container.

When you go to the doctor, make sure to bring the following items:
 

• Health plan ID card
• Passport or other valid form of photo identification
• Relevant medical records and list of current medications

A primary care doctor is your first point of contact for your care. Depending on your health plan, they can also be the most cost-effective choice for care. Your primary care doctor treats you when you’re sick and refers you to a specialist if you need one. They also help you get preventive care you need, such as a flu shot and annual physical.

Go to the Find a doctor page. You can search for a provider by language.  

Massachusetts students must have health insurance – it's the law.

If you are planning to attend school in Massachusetts, you must have health insurance that provides adequate coverage and is easily accessible (that is, insurance that is recognized and available in Massachusetts). This is the law under QSHIP (Qualifying Student Health Insurance Program).

Coverage by an insurance company outside the U.S. is not considered comparable.

National Health Service Programs from other countries are not considered comparable.

If you have comparable coverage, and the University you attend allows you to waive the student health plan, it is your responsibility to provide proof of comparable coverage by following the waiver process at your school.

Find more info about student insurance needs or about Massachusetts health policy.

Sponsors must require that all exchange visitors (as well as their accompanying spouses and dependents) have insurance in effect that covers them for sickness or accidents during the time of their exchange visitor program.

Program participants and their dependents are required to have medical insurance coverage with the following minimum benefits.

• Medical benefits of at least $100,000 per accident or illness
• Repatriation of remains in the amount of $25,000
• Expenses associated with the medical evacuation of the exchange visitor to his or her home country in the amount of $50,000
• A deductible not to exceed $500 per accident or illness.

A claim is when a healthcare provider or a plan member asks a health insurer to pay for a medical service. It is a formal request that lists the costs of services. The health insurer processes claims based on how the member’s health plan covers each service.

If you visit an In-Network Preferred Provider, they should file a medical claim on your behalf. In the event that the provider does not submit a claim for you, go to the resources and claims page for more info on what to do next.

An EOB is a list of medical services you received and their costs. It explains how much of the costs will be paid by your health plan and how much you may have to pay. An EOB is not a bill. It is a summary of the claim and your plan’s coverage. You may want to keep it for your records. You can compare any bill you receive from your provider with your EOB to ensure you are being billed for the correct amount. If the bill doesn’t match, contact your provider. If a claim is denied or you disagree with the EOB, you can file an appeal with your insurance provider.

If you get a bill you don’t understand, review your Explanation of Benefits (EOB) first. You can contact your provider who may have more information about the bill you received. Then contact us with any questions you still have. We’re here to help. 

TBD

When you receive treatment outside the United States:

Most providers outside the United States will not file a medical claim for you. If that's the case, you'll need to pay the provider in full for your treatment and then file a claim with Aetna Student Health.

What you will need to do:

1.  Get an itemized medical bill from the provider -- in English, if at all possible -- before you leave the country you're in. The bill should include:

• The full name and address of the provider.
• The date that services were provided.
• A detailed listing with separate charges for each service provided.
• A notation that you paid the bill in full. (This is very important so that we'll know to send any payment to you, not to the provider.) 

1.  Send us the itemized bill, along with the following information:

• Student's name 
• Patient's name (This is especially important if the patient is the student's spouse or dependent)
• School name
• Student's identification number

You may write this information right on the bill, if there's space, or attach a separate piece of paper, if necessary.

Mail the bill to:

Aetna Student Health

P. O. BOX 981106

EL PASO TX 79998 
 
Or, fax to 1-859-455-8650. You can also submit it on your student portal or the Aetna HealthSM app.

1.  Be sure to include your current mailing address if you're studying abroad for the year, so we'll know how to reach you. When we receive your claim, we will process it according to the benefits and other plan provisions of your school's student health insurance plan. If your address changes, please contact Customer Service.

Preventive care includes routine screenings and checkups. It also includes counseling you get to prevent illness, disease or other health problems.

Many of these services are covered as part of physical exams. These include regular checkups and routine gynecological and well-child exams. You won’t have to pay out of pocket for these preventive visits, when provided in network. 

But these services are generally not preventive if you get them as part of a visit to diagnose, monitor or treat an illness or injury. Then copays, coinsurance and deductibles may apply. 

Aetna follows the recommendations of national medical societies about how often children, men and women need these services. Be sure to talk with your doctor about which services are right for your age, gender and health status.

Yes, Aetna's Student Health student health insurance plans provide coverages for medically necessary treatment of substance abuse and mental health conditions. Generally, the extent of coverage may depend on whether the treatment is provided on an inpatient or outpatient basis. Please refer to your student health insurance brochure for specific details or call the toll-free 800 number on the front of your student identification card.

A national network of more than 1 million health care providers. That includes more than 567,000 primary care doctors and specialists and more than 5,400 hospitals.* Of course, you can also seek treatment with a non-preferred physician or hospital, but you can generally reduce your out-of-pocket expenses and maximize your savings by using Preferred Providers that bill Aetna Student Health directly.

Your student health insurance plan may require you to contact Aetna Student Health when you are being admitted to the hospital on an inpatient basis. Outpatient services, including day surgery and emergency room visits, do not need to be pre-certified. Your specific pre-certification requirements are listed on the back side of your student health insurance identification card. If it is not an emergency, your plan may have a referral requirement through the health center.

We may need more details before we can approve some care options and products. We call this precertification. Sometimes we may call it prior authorization or preapproval. These all mean the same thing. It’s the process of confirming if your plan will cover a certain service or prescription drug.

Precertification is required for all inpatient admissions. If you see an in-network provider, the provider will request precertification. If you see an out-of-network provider, you are responsible for requesting precertification. You can request precertification by contacting Aetna Student Health. Your student health insurance brochure has detailed information about what additional services require precertification.

Yes, Aetna Student Health's student health insurance plans provide coverage for a pregnancy the same as any other medical condition. Please refer to your student health insurance brochure for specific details or call the toll-free 800 number on the front of your student identification card.