Aetna Client Center

    • Aetna China 24 hour helpline toll free in China: 400 8811291
    • Aetna International 24 hour helpline outside of Mainland China: +86 021 61936981
    • Email: china-enquiries@aetna.com
    • Claim address: 7/F Gopher Center, No. 757 Meng Zi Road, Huangpu District, Shanghai 200023 上海市黄浦区蒙自路 757 号歌斐中心 7 层
    • Call an ambulance: 120
    • Call the fire department: 119
    • Call the police: 110
    1. Once you receive medical treatment please ensure that hospital front desk gives you a chopped/stamped medical fapiao (can be e-fapiao), medical reports including diagnosis and list of prescribed medications
    2. If available you can submit your claim via the insurance company’s website or app from your smartphone
    3. Download a claims application form form the ‘Download Useful Documents’ section of this page and complete the form as best you can.
    4. Scan and send all documentation including the claim application form to HTChinaServices@aetna.com
    5. The insurance company will then confirm that all documentation is in order and will ask you to submit the original claim documents to the insurance company if needed. If it is a non-China claim scanned copies may suffice.
    6. Insurance company will email you the claim application result and will reimburse eligible claim amounts to you bank account.
  • Please apply for pre-authorization with insurance company through the medical care or service hotline 48 hours prior to the acceptance of the following treatments or services:

    1. Planned inpatient or daycare treatment (hospitalisation)
    2. Any pregnancy or childbirth treatment
    3. Planned surgery
    4. Home nursing charges
    5. Planned MRI, PET and CT scans;
    6. Outpatient psychiatric&mental health care
    7. Emergency evacuation