Subject: Help for members in areas affected by growingviolence and unrest in Baltimore City

Dear (Customer):

Due togrowing violence and unrest in Baltimore City, peoplemay have chosento leave their homes.We are making it easier for our members in affected areas to refill prescriptions.We also are offering customers in affected areas additional time to file appeals.All of Baltimore City is affected.

We are monitoring the situation to ensure our members have access to medical providers.We’re also followingstate 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 they 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 locally.

Additional assistance for our members

We are also offering additional assistance to help our commercial plan members. We’ve extended deadlines for affected commercial plan members to submit level I and level II appeals. Appeals for commercial members in affected areas that would have been due April 27have now had the deadline extended to May 26, 2015. Commercial plan members should contact Aetna if they believe their ability to appeal a situation has been impacted by these local conditions.

Our Medicare members can seek care from any provider at any facility as needed throughout the declared disaster. Additionally, authorization and pre-notification requirements will be waived during the 30 day duration as well forcommercial members in the affected areas.

Please contact me if you have any questions.

Sincerely,

(Aetna Representative)