Aetna WorkAbility

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There is an option on the app that says you can access your ID cards offline. When I tried to set this up, it asks for a PIN. I tried to set my PIN up, and it kept saying it was the wrong PIN, however, I had never set up a PIN in the first place. I emailed the customer support, and was told that the ID cards cannot be accessed offline and that I would need to save the documents. So there is no consistency between the app and customer support. If customer support doesn’t realize how the app is set up then how am I supposed to get any true help? Also, I am unable to download the ID cards to my phone off the app. Only way would be to screenshot, and with thousands of photos on my phone it would take a lot of time to look up those screenshots. This app just needs a lot of work and with a large insurance company like this, they should be able to afford a good IT person to fix it.

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It won’t let you paste your password into the login form, so if you use a secure password manager like LastPass, you cannot log in. For some reason, banks and insurance companies think that disabling paste is a “security feature.” It’s not. If you switch between apps to try to see your password and type it in manually, every time you switch back to the Aetna app, it deletes everything you’ve typed. So if you can’t memorize your whole password and type it in all at once, you cannot log in. I tried to type feedback into their feedback form, but that didn’t work either! It wouldn’t let me enter text into the form. This app is unusable. As soon as I submit this review, I’m going to delete the app.

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The app's "find care" feature is somehow totally disconnected from Aetna's website search feature, as I found absolutely awful results on the app but found great results on the website. Reviews on doctors and practices help a lot but sadly a lot of the ones in my area have terrible reviews- not the apps fault though. I just can't seem to find a simple therapist for depression using this app, please update/fix the "find care" feature. Also when I typed in "therapist" it forced me to select either "massage therapist", "physical therapist", or "occupational therapist" which is annoying, so I selected "occupational therapist" but then i couldn't narrow it down any further? Like I need a therapist for depression but I wasn't able to search specifically for that? Please fix.

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Does Aetna care that they are contributing to poor mental health. I feel like I am trying to access a 56k dial up server. I have to keep opening and closing to get basic functions to work. The stress makes my condition worse and I am at my end. I don’t think the programmer has any clue what they are doing, or are someone’s child that is in a learning internship for the project. It mostly functions. If I could cancel my Aetna insurance through my work to find a company that actually cares, I would switch in a heartbeat. Seriously, if you are okay with providing half baked tools, how well can one really be at helping their customers. I work for a company that doesn’t care about the customers, but at least our apps work.

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This app - WHEN it works - is great! Well organized (still needs more data features added!) and can quickly tell you the status of a claim. LOVE the quick, color pages/by category! That said, it often crashes on an iOS (8 and 6), and the fingerprint login stops working if they have done an “update” - or stops working randomly for no reason at all. WORST OF ALL - cannot reinstate fingerprint login (have to MANUALLY LOGIN EVERY TIME!), unless you completely delete app and then re-install. Better than being told by Aetna “Customer Service” to NOT USE a mobile device (?!?!) and use a laptop to be able to login. Please HIRE more IT staff. Sounds like they are overworked!