A public health emergency has been declared across Miami-Dade, Hillsborough, Lee and Santa Rosa counties in Florida due to a total of nine travel-associated cases of the Zika virus. We are making it easier for our members in the affected areas to refill prescriptions. We also are offering customers additional time to file appeals. The following Florida counties are affected: Miami-Dade, Hillsborough, Lee and Santa Rosa.

We are monitoring the situation to ensure our members have access to medical providers. We're also following state emergency declarations. Please remember that our affected members can seek urgent or emergency care anywhere, as needed.

Members don't have to wait for prescriptions

As soon as pharmacies and members began contacting us, we modified the prescription refill policies to meet the prescription drug needs of our members in the affected areas:

  • Members who left without their medications can refill their prescriptions early.
  • Members whose mail-order medications may have been damaged or destroyed are able to get refills (with applicable cost sharing).
  • Members whose plans require them to use mail-order for certain medications can fill these prescriptions at a local pharmacy during the emergency period.
  • Aetna Specialty Pharmacy has been contacting members in the affected areas who are expecting deliveries, so they can make sure the members are able to receive their medications at their original or an alternative address.
  • Aetna Rx Home Delivery is filling orders for the affected areas; however some streets may become blocked or closed. This might prevent both UPS and USPS from making deliveries. Therefore members might be experiencing service delays in those areas. If UPS and USPS are unable to deliver to an address, they will hold the delivery. Members can contact customer service to request alternative delivery sites, or fill their prescriptions at a local pharmacy during the emergency period.

Additional assistance for our members

We are also offering additional assistance to help our members. We've extended deadlines for affected plan members to submit level I and level II appeals. Appeals for members in the affected areas that would have been due by February 1, 2016 have now had the deadline extended to March 1, 2016. Plan members should contact Aetna if they believe their ability to appeal a situation has been impacted by these local conditions.