FAQs

Call Member Services at 1-855-772-9076, TTY 711, or use the Contact us page. If you have questions or problems getting services, we are here to help. Lines are open 24 hours a day, 7 days a week.

Call Member Services at 1-855-772-9076, TTY 711 for a replacement card.

You will often hear the term PCP. Your PCP is the medical provider who will manage your health care. Your PCP can be a doctor, nurse or clinic in the Aetna Better Health of California network that provides your main health care. They will help you get all the covered services you need.

You need to choose a PCP that is in the Aetna Better Health of California provider network. The provider directory has a list of PCPs to choose from in your area. Your provider directory is in your welcome packet. You can also do a provider search.

  • Eligible family members don’t all have to have the same PCP.
  • If you don’t choose a PCP, we can help you find one, or choose one for you.
  • The name and phone number of your PCP will be on the front of your ID card.

Your PCP is an important part of your health care team. We want you and your doctor to work together.

You may want to change your PCP for the following reasons:

  • You want a male or a female doctor.
  • You want a doctor who speaks your language.
  • You’ve found a doctor in our network that’s closer to your home.

If you want to choose or change your PCP to another doctor in our provider network, call Member Services toll-free at 1-855-772-9076, TTY 711.

In most cases, the PCP change will happen on the same day as your request.

You’ll get a new Aetna Better Health of California ID card with the name of your new PCP.

Specialists are providers who treat special types of conditions. Your Primary Care Provider (PCP) can refer you to a specialist in the Aetna Better Health of California network.

Day or night, your PCP or on-call provider will tell you what to do. If the PCP is not in the office, leave a message with the answering service or the answering machine and the PCP will return your call. Your provider must give you an appointment within 24 hours if you need urgent care. Don’t use an emergency room for urgent care. Call the PCP’s telephone number that’s on your ID card.

If you’re unsure, you can call 1-855-772-9076, TTY 711, and select the option for our 24-hour Nurse Line. The nurse can help you decide if you need to go to the emergency room or urgent care.

In a true emergency, call 911 or go to the nearest ER. Emergency care is only when you believe your health is in serious danger. Examples of emergency situations include:

  • Severe pain
  • Serious injury
  • Sudden illness
  • Illness that is quickly getting much worse
  • Heavy bleeding that doesn’t stop, especially if a member is pregnant

Emergency services are available 24 hours a day, 7 days a week. If you are having an emergency, call 911 or go to the closest hospital. Even if you are out of the area, go to the closest hospital or call 911. The hospital does not have to be in our network for you to get care. 

We use many contracted hospitals. Check the provider search. You can also call Member Services at 1-855-772-9076, TTY 711, to get a current list of our contracted hospitals.

Emergency services are available 24 hours a day, 7 days a week. If you are having an emergency, call 911 or go to the closest hospital. Even if you are out of the area, go to the closest hospital or call 911. The hospital does not have to be in our network for you to get care. 

If you have an emergency, call 911 for an ambulance. Aetna Better Health of California covers ambulance rides on the ground in a medical emergency for all members.

Aetna Better Health allows you to use a car, taxi, bus, or other public/private way of getting to your medical appointment for plan-covered medical services. This includes mileage reimbursement when transportation is in a private vehicle arranged by the beneficiary and not through a transportation broker. We also reimburse bus passes, taxi vouchers or train tickets. Aetna Better Health allows the lowest cost NMT type for your medical needs that is available at the time of your appointment.

If you get a bill, call the provider’s office. Give the staff your information. If you keep getting a bill, call Member Services for help at 1-855-772-9076, TTY 711.

Pregnant women need special care. It’s important to get care early. If you’re pregnant, call Member Services at 1-855-772-9076, TTY 711, as soon as possible.