FAQs
Important tip
Please remember to provide your updated and valid phone numbers on the Aetna member website and BSC member portal, or when you speak with a member of the concierge team.
Contact
Aetna Health Concierge: 1-855-824-5349, Monday – Friday, 8 AM to 8 PM ET.
If you're enrolled in an Aetna Medicare Advantage plan, visit mtanyct.aetnamedicare.com
Where can I find a list of doctors and hospitals in the network?
You can find network doctors and hospitals using the provider search tool, your online provider directory.
Here are step-by-step instructions (PDF).
My doctor isn't in the network. How can I nominate them to participate in the Aetna network?
The document below shows a list of doctors that we’re currently recruiting to participate in the Aetna network. If your doctor is not on that list, nominate them today. Just call Aetna Health Concierge at 1-855-824-5349, Monday — Friday, 8 AM to 8 PM ET.
You can also submit your nominations by emailing them to mtanyctprovidernominations@aetna.com or fax them to 860-975-9065 Attention: MTA Provider Nomination A748128.
Do I have to take any action during Open Enrollment?
During the open enrollment period, you will stay in the current plan you’re in, unless you choose another plan. At any other times during the year, call the MTA BSC to discuss your options.
Have questions? Contact us:
MTA Business Service Center
646-376-0123, Monday – Friday, 8:30 AM to 5 PM
What if I lose my Aetna member ID card and have an appointment the same day?
You can print your ID card from your secure member website.
- Log in or register
- Look under "Request & Changes"
- Select "ID card"
- Print your ID card
You can also display a digital copy of your Aetna ID card through the Aetna Mobile app.
For more information and to download your free Aetna Mobile app, visit www.aetna.com/mobile.
How can I find out if my doctor submitted my claim?
- Go to your secure member website and log in or register.
- The claims tab shows a quick view of the most recent claims on file. Each claim line includes the date of service, patient and provider name.
- Click on the "details" link to access the Claim Details screen. View more information about the selected claim. There is also a link to search for other claims on file.
- Or you can call Aetna Health Concierge at 1-855-824-5349 Monday-Friday, 8 AM to 8 PM ET.
What is an urgent care center?
Urgent care centers are a great option for when you need prompt medical treatment for non‑emergency care.*
Urgent care centers can treat common problems like sprains, animal bites, ear and throat pain and more. They offer convenient hours, including extended evening, weekend and holiday hours. You just walk right in — no appointments needed.
To find an urgent care center near you, log in to your secure member website. If you have questions before you go, call our Informed Health® Line to talk with a registered nurse 24/7 by calling 1-800-556-1555.
*It isn't always easy figuring out what's a non-emergency versus an emergency. So if you have any doubt, play it safe and head to your local ER or call 911.
Where can I learn more information about other programs?
Call Aetna Health Concierge — 1-855-824-5349, Monday-Friday, 8 AM to 8 PM ET.
- CVS Caremark® - For more information on prescription benefits, call 1-855-296-7683.
- SilverScript (Medicare retirees): 1-855-212-0921
- Informed Health® Line — Talk with a registered nurse 24 hours a day, 365 days a year by calling 1-800-556-1555. For speech or hearing impaired, dial 711.
- Aetna® Maternity Program — Learn more about valuable tools and resources to use throughout your pregnancy. Call 1-800-CRADLE-1 (1-800-272-3531).
- Quest Diagnostics™ , LabCorp and other network labs such as BioReference — Learn more about in-network lab benefits.
- MTA Business Service Center — 646-376-0123, Monday-Friday, 8:30 AM to 5 PM
- Online: bscservice@mtabsc.org or www.mymta.info
- For more information about Sleep Med, visit NYCTAsleepbetter.com
My doctor is not in the network. How do I submit a claim?
First, you'll need to complete the claim form (PDF). You can submit the form using one of the following three methods:
Mail to the Aetna claim office using the address below:
Aetna
PO Box 981106
El Paso, TX 79998-1106
Fax to Aetna using the number below:
Please complete the fax cover sheet [PDF] and send to 859-455-8650.
Upload to your secure member website.
Just log in or register at Aetna.com and upload the completed claim form.