Aetna | Happy AEP: Here’s Everything you Need

October 15, 2020

AEP news, including:

  • 2021 Eagle plan for veterans
  • Ascend virtual home appointments
  • 5 new social media ad options

Member retention news, including:

  • Covid-19: Extra benefits until 12/31
  • Upgraded OneTouch diabetic meter

How to contact us


AEP News

4 ways to submit 2021 MA/MAPD enrollments

Important: Dual-eligible Special Needs Plans (D-SNPs) in Georgia, Mississippi, and New Jersey need to be submitted to different fax and mailing addresses than what is listed below.

  • Ascend Virtual Sales Office app, including e-kits and RATE
  • Fax:
  • Mail:
    P.O. Box 7405
    London, KY 40742
  • Upload an image on Producer World:  Most 2021 Aetna MA/MAPD enrollments can now be submitted by uploading an image of the application on to Producer World – Here’s how

How to submit 2021 SilverScript PDP enrollments

Electronic enrollments – You can submit enrollment applications through the Ascend app or the SIlverScript Agent Portal

Paper enrollments – First, enter your client’s 2021 PDP plan data in the SilverScript Agent Portal. Next, send it to us for document support by:

  • Fax: 1-866-552-6205
  • Mail: SilverScript Insurance Company, Attn: Agent Processing, PO Box 30002, Pittsburgh, PA 15222-0330
  • Upload: Send a scanned copy of the app through the portal’s Silver Mail secure messaging system

NEW: You can now search application status by individual member on Producer World

We’ve added a new feature to our Producer World reporting tool. Now you can search for a member by Aetna Medicare number, CMS Medicare ID number, or by first and last name. This will allow you to save time when you’re looking up an individual member’s application status. Learn how to use the member search option.

NEW: Introducing the Aetna Medicare Eagle™ plan available in 27 states in 2021

The Aetna Medicare Eagle plan is an MA-only plan that’s built to serve the unique needs of our nation’s veterans. It’s designed to complement the coverage that veterans may already receive through the Veterans Administration (VA) or TRICARE For Life (TFL). Learn more about the new plan: Download our flyer or watch a quick video.

NEW: Conduct virtual home appointments on Ascend

The Ascend Virtual Sales Office app now allows you to schedule a virtual home appointment. Once in the app, just follow these steps to get started. Plus, if you use an e-kit while conducting a virtual home appointment, you can earn an extra $10 if your client opts to schedule a callback to complete a value-based enrollment.

Need access to Ascend? Just contact the Aetna Medicare Broker Services Department at 1-866-714-9301 and select option 5. They’ll be able to resend you your welcome email.

Challenge yourself: Become a 2021 Front Runner

You can qualify for the Front Runner program by selling a certain number of Aetna MA/MAPD and SilverScript PDP enrollments during 2021 AEP. 2021 Front Runners will receive free 2022 AHIP certification and other exclusive rewards. Here’s how to qualify.

NEW: AEP social media ad options now available on the Studio

We’ve added 5 new social media ad options for you to download and start using today. Just visit the Facebook ads section on the Aetna Medicare Marketing Studio to view and download the new social media ads, at no cost.

Member Retention News

COVID-19 update: We’ll continue to offer extra benefits to help our members stay protected

Benefits that we’ll continue to offer at no cost until December 31, 2020 include:

  • Visits (in person or virtual) with an in-network primary care provider
    • Virtual visits with an in-network specialist
    • COVID testing and inpatient hospital COVID treatment
    • No delivery fee for prescriptions from a CVS Pharmacy®

Other member resources:

  • Aetna 24-hour Nurse Line at 1-800-556-1555 (TTY: 711): To get help for any reason, day or night
    • Aetna Resources For Living at 1-866-370-4842 (TTY: 711): For help to find community resources and services
  • AetnaMedicare.com/coronavirus: To learn about other extra member benefits

Putting the ‘Me’ in Medicare eBook: A guide to total health during the COVID-19 pandemic

Download and share our eBook with members to learn how to begin putting the me in Medicare.

Members can upgrade to a new OneTouch Verio Reflect® meter for $0

As our exclusive manufacturer for diabetes supplies, OneTouch® by LifeScan offers MA/MAPD plan members OneTouch test strips and diabetic supplies for $0 cost-share. Members can also upgrade their current meter to the new OneTouch Verio Reflect meter at no charge. Download and share this flyer with members.

At-home screening kits for diabetes care or a colorectal cancer screening

We’re sending kits to members who are due for diabetes care (A1c and or diabetic kidney) and colorectal cancer screenings. Not all members will get a kit; only those members who are due for the treatment or screening will receive a kit in the mail. The kit will be sent by one of our vendors, BioIQ or Home Access. Then, test results will be sent to the member and the primary care physician we have for them on file.

Contact Us

Broker Services Department: Saturday hours

Below are the options available to you when you call the Broker Services Department at 1-866-714-9301 for support. You can also email us with questions at brokersupport@aetna.com. Normal business hours are 8 AM to 8 PM, Monday – Friday. We’re open on Saturdays, too, from 9 AM – 2 PM ET.

Plus, you can also contact your local Aetna Medicare broker manager.

Option Support topic:
1 Check receipt of member application and enrollment status
2 Check if a provider is in-network, review plan benefits and formularies
3 Questions about Allina Health | Aetna and Innovation Health
4 Questions about contracting and commissions
5 Check on ready-to-sell status, supplies, and Ascend user licenses
6 Questions about AHIP and Producer World
7 Check Dual-Eligible Special Needs Plans (DSNP) eligibility
8 Call on behalf of a member for questions about: claims, billing, update a member’s address or primary care physician (PCP)
9 Questions about Value-based enrollment (VBE), including commissions
For more information, contact a Pinnacle Financial Services representative today

1 (800) 772-6881 x7731 | sales@pfsinsurance.com

Contact a Pinnacle Representative if you have any questions.

1 (800) 772-6881


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