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For expired plans originating in Europe Middle East & Africa (EMEA) and Asia Pacific (APAC) regions
This guide has been designed to help health care providers recognize the different Aetna International plans our members may have and how to submit claims accordingly.
What's changed
Aetna International has made changes to how we deliver access to care for members in EMEA and APAC. Through our strategic partnership with Allianz Partners we’ve enhanced our global service delivery model and strengthened our network capabilities in these regions. As a result, how providers submit claims for our members is also changing.
Aetna International is here to stay. It’s just our plans originating in EMEA and APAC that ended on 30 November 2023. (Providers can identify members on these plans by the end date on their member ID card).
How providers submit claims for only these members changed on 18 November 2023.
Please note: While the claims submission process is changing for the “Rest of World” ID cards, it will remain the same for the “Americas” and “Americas + Allianz Care” ID cards.
Aetna International has appointed MSH International (MSH), a leading global insurance administrator, to process and pay claims on its behalf for submissions as of 18 November 2023.
An email has previously been sent to serve as a formal confirmation that we expressly authorize Providers to send sensitive and confidential personal health information (PHI) to MSH for the purposes of processing claims for these members under our agreement.
How to submit claims to MSH
If you’re an MSH network-affiliated provider:
- You can submit claims directly on the MSH Providers Area using your current
access credentials - Please submit claims for Aetna International members separately from your claims for any other insurer
If you’re NOT an MSH network-affiliated provider:
- You must submit claims by email to internationalclaims@msh-intl.com This is the dedicated email ID for the Aetna ‘Rest of World’ plans. You must not use or copy in any other email ID you might have for MSH. This will cause a delay in having your claims processed timely.
- Please include your bank details with your first claims submission
How to identify our members by their ID cards
Due to the changes in our service model, you may see three different Aetna International ID cards. Here’s what to know and to do based on the member’s ID card:
Aetna International (Americas) ID card
Aetna International (Americas) ID card
Changes: Yes
Timing: Plans will transition 1 April 2023 through 1 March 2024
Who has it: Members with existing plans and renewal dates 1 April 2023 through 1 March 2024
- These members will be transitioning to the new service model at some point or may not have their new ID card yet
- Member ID numbers start with “W” — always follow guidance on the ID card to verify eligibility
What to do:
- Continue to call us to request preauthorization; the process and timing are similar
- You’ll see our Letter of Authorization (LOA) form will have a new title and look
- That’s because it’s now referred to as a Guarantee of Payment (GOP)
- Do not contact MSH as they will be unable to help you
Questions: Call your Aetna International representative
Aetna International (Rest of World) ID card
Aetna International (Rest of World) ID card
Changes: Important change to submission process – see FAQ guide.
Timing: Plans will end 30 November 2023
Who has it: Members with RoW plans
What to do: Submit claims to MSH International (see explanation above)
Questions: Call your Aetna International representative
Do not contact MSH as they will be unable to help you