International FAQs

International PSC Benefits Plans FAQ for 2024-2025

International FAQ

I need a doctor and I am stationed overseas. Is Aetna International Benefits still available no matter what country and/or time zone I am in?

All around the world, 24 hours a day, Aetna International connects members to global health care, emergency assistance, web-based health information and thousands of qualified doctors and hospitals in over 500 international destinations. We are here to help you find solutions to your health care needs and, above all, to ensure that you have access to the best care possible, wherever you may reside or travel in the world. Our Member Service Professionals are here to help you, 24 hours a day, 365 days a year via phone, fax, and e-mail.

Which members of my family qualify as dependents? 

Qualifying dependents include spouse and dependent children under the age of 26, regardless of status as a student.

I have a specific question as to whether or not a certain benefit is covered. Who should I call? 

Whether you have questions regarding benefits coverage, need information finding a doctor in your country of assignment, or need assistance with claim status or using available web tools, Aetna International’s Member Service Professionals are available to you 24 hours a day, 365 days a year. At any time of the day or night, members can contact representatives in our International Member Service Center via toll-free phone, fax, or e-mail for assistance with a variety of claims, benefits and health related issues.  Our multilingual, multinational staff has the ability to translate any language live, in real time, so communication is never an issue.

Contact us at:

Toll-Free: 800-231-7729 (refer to the AT&T International Calling Guide in your Member Kit)

Direct: 813-775-0190 (collect calls accepted)

Fax: Toll-Free 800-475-8751; Direct 813-775-0625

For a list of all contact information click here.

E-Mail: agbservice@aetna.com

URL: www.aetnainternational.com

How do I dial AGB toll-free from outside the U.S.?

  • To dial the Aetna International Service Center toll free from a non-U.S. location, be sure you have an outside line (from a hotel room, follow the hotel’s instructions to get an outside line, as if you were placing a call).
  • Locate your country’s AT&T Direct Access Number listed for the country from which you are calling (please call 1-813-775-0190 collect if the country you are in is not listed).
  • When prompted for the number you are calling, dial 800-231-7729. (You do not need to dial “1” before the area code.)

After the tone, you will hear an automated message stating “thank you for using AT&T”, and your call will be directed to the Aetna International Member Service Center.

Is there a website available where I might find out what vaccinations are required to enter a particular country?

Because you may access information on your own any time of the day or night, we have created the AGB Member Service Center on the web. This online resource offers a wide range of automated tools and information designed to help you  use and understand your global benefits, including global doctor/hospital search engine; health and security information in over 200 countries; translation guides for drug and medical terms in multiple languages; online forms; etc.

Here is the website URL for Aetna Global Benefits: www.aetnainternational.com

Can AGB pay the hospital directly?

AGB has developed relationships with leading hospitals and health networks throughout the world to help you access and pay for global health care. AGB works both independently and with you to identify hospitals and facilities you utilize in order to establish direct pay arrangements with them, making it easier for you to concentrate on what is most important during your international assignment: your family, your health, and your work.

How to Initiate Direct Pay:

You can start the direct pay process in one of two ways:

1.)    On the Web

  • Go to www.aetnainternational.com
  • Log into the Member Website
  • Click on “Find a Physician or Hospital”
  • Click on “International Direct Pay Hospitals”
  • Click on “Submit a Request”
  • Follow the directions to fill out the web-based form

2.)    Call the International Service Center.  See above for instructions and phone numbers.

Prior to going to the hospital:

  • Follow the directions above to locate a direct pay hospital
  • Schedule an appointment with the selected hospital, identifying yourself as an AGB member
  • Send us a notification e-mail to (http://www.aetna.com/agb/secure_forms/member_direct_request.htm) or by calling the International Service Center. If it is possible, please send the request at least 10 business days prior to your scheduled visit so we may generate a Verification of Benefits notice for the hospital.

What to bring to the hospital:

  • Medical Claim Form
  • AGB ID Card
  • Provider Instructions

How do I submit a claim?

AGB’s standard policy is to reimburse the payment of benefits via check in U.S. dollars (USD). However, reimbursement may also be issued via wire transfer or in non-US currency, depending on your plan of benefits. You and/or your dependents can specify your preferred mode of payment on page 2 of the Benefits Request Form. Claim forms can be submitted in three different ways.

If you are in need of a claim form for Aetna International, please click here.

For claims by mail:    P.O. Box 981543, El Paso, TX 79998-1543

Fax:

  1. Complete the appropriate claim form.
  2. Copy all receipts on letter-sized paper. Be certain that all copied receipts are legible prior to sending.
  3. Write member identification number on each piece of paper.
  4. Complete fax cover sheet. Include date, total number of pages being transmitted, and your contact information (telephone, fax, and e-mail address). If any documents are missing or are not legible, you will be contacted within 24 hours.
  5. Fax to AGB Tampa Service Center at (direct) 813-775-0625, or (toll free) 800-475-87510.
  • Click on “Find a Physician or Hospital”
  • Click on “International Direct Pay Hospitals”
  • Click on “Submit a Request”
  • Follow the directions to fill out the web-based form

Additional helpful websites:

U.S. Department of State Travel Advisory website: http://travel.state.gov/travel/cis_pa_tw/tw/tw_1764.html

International Society of Travel Medicine is a non-profit group designed to aid international travelers with pre and post visit medical needs.  This is not meant for emergency use, and the International Society of Travel Medicine and Aetna Global Benefits are not affiliated.

https://www.istm.org/membership/