By Sarah Martinez · Published September 26, 2024 · 9 min read
Quick Answer: There is no single Aetna fax number — each kind of request has its own line. Clinical records for a prior authorization go to Aetna's FaxHub at 1-833-596-0339, commercial provider appeals to 1-859-455-8650, member appeals on non-Medicare plans to 859-425-3379, and Aetna Medicare medical appeals to 1-724-741-4953. A practice that faxes Aetna every week can send from its own number, with a signed BAA, on mFax Business.
Searching for an Aetna fax number usually turns up an old PDF whose number belongs to another department, another plan or another year. Aetna runs separate fax lines for precertification, prescription drugs, provider appeals, member appeals and each kind of Medicare plan, and several of its forms say outright that a line takes one type of document only.
Below is every Aetna fax number we could confirm on Aetna's own pages and forms, read on October 26, 2026, with the form each one comes from. You'll also find what Aetna doesn't take by fax, what belongs on the cover sheet, and how to fax patient records to Aetna with a business associate agreement in place.
Aetna Fax Numbers at a Glance
The right Aetna fax number depends on what you're sending and on the member's plan. Find your row, then read its section below for the conditions that come with it.
| What you're sending | Aetna fax number | Who sends it |
|---|---|---|
| Clinical records for an open precertification (commercial and Medicare) | 1-833-596-0339 (FaxHub) | Provider |
| Drug prior authorization, non-specialty (commercial plans) | 1-877-269-9916 | Prescriber |
| Drug prior authorization, specialty (commercial plans) | 1-888-267-3277 | Prescriber |
| Specialty drug precertification, Medicare Advantage Part B | 1-844-268-7263 | Prescriber |
| Part D drug coverage determination (Aetna Medicare) | 1-800-408-2386 | Member or prescriber |
| Provider appeal, commercial plans | 1-859-455-8650 | Provider |
| Provider appeal, Medicare (contracted) | 1-860-900-7995 | Provider |
| Provider appeal, Medicare (non-contracted) | 1-724-741-4953 | Provider |
| Member complaint or appeal, non-Medicare plans | 859-425-3379 | Member |
| Medical or dental appeal, Aetna Medicare Advantage | 1-724-741-4953 (expedited: 1-724-741-4958) | Member or doctor |
| Part D redetermination, Medicare Advantage with drug coverage | 1-724-741-4954 | Member or prescriber |
| Part D redetermination, standalone drug plan (PDP) | 1-855-633-7673 | Member or prescriber |
| Grievance (complaint), Aetna Medicare Advantage | 1-724-741-4956 | Member |
| Prescription claim, commercial plans (CVS Caremark) | 1-888-472-1128 | Member |
Your letter beats this table
If Aetna sent you a denial letter, an Explanation of Benefits (EOB) or a records request, use the fax number or address printed on it — Aetna's own appeal form tells members to write to the address on their EOB or other Aetna correspondence. Aetna Better Health (Medicaid) plans, dual-eligible special needs plans and some employer plans run their own lines: the member's ID card shows which plan applies, and the phone number on its back can confirm the routing.
Aetna Prior Authorization Fax Number
Aetna's prior authorization fax is FaxHub, 1-833-596-0339 — but it takes clinical records for a request that is already open, not new requests. Aetna's Precertification Information Request Form (GR-68831, revised 11-25) says so in capitals: if you don't have a reference number, do not use the form.
Start the request one of two ways:
- On Availity, with the Authorization (Precertification) Add transaction. Aetna's providers register at Availity.com/aetnaproviders.
- By phone: 1-888-632-3862 for traditional (non-Medicare) plans, or 1-800-624-0756 for HMO and Medicare plans.
Once you have the reference number, attach the form and the requested records to the case in Availity, or fax them to FaxHub. The form calls that line "for clinical information only": claims and other paperwork go elsewhere. If you can neither fax nor upload, it gives a mailing address — PO Box 14079, Lexington, KY 40512-4079 — and warns that mail adds to the review time.
Two details on the form save a resubmission. Typed answers are preferred, and missing records "may result in the delay of review or denial of coverage", so send everything the request asked for in one packet.
Aetna prescription drug prior authorization fax numbers
Drug requests have their own fax lines, separate from medical precertification:
| Drug request | Fax | Questions |
|---|---|---|
| Non-specialty drug, commercial plans | 1-877-269-9916 | 1-855-240-0535 |
| Specialty drug, commercial plans | 1-888-267-3277 | 1-866-752-7021 |
| Specialty drug, Medicare Advantage Part B | 1-844-268-7263 | 1-866-503-0857 |
| Part D coverage determination, Aetna Medicare | 1-800-408-2386 | 1-800-414-2386 (24/7) |
Aetna's commercial drug request form (GR-68988) names the phone line, 1-855-240-0535 (Monday to Friday, 8 a.m. to 6 p.m. Central), as the fastest route, with Availity as the online option. A Part D coverage determination can come from the member, the prescriber or an authorized representative; by mail it goes to Aetna Medicare Coverage Determinations, PO Box 14095, Lexington, KY 40512.
Dual-eligible and Medicaid plans route elsewhere
Aetna's Medicare specialty-drug form (GR-69374-3, revised 1-26) sends four state dual-eligible plans — Virginia, New Jersey, Illinois and Michigan — to four different fax numbers, and Aetna Better Health (Medicaid) plans publish their own lines state by state. For those members, take the number from the plan's provider page, not from a general list.
Aetna Appeal Fax Numbers
The Aetna appeal fax number depends on who is appealing: providers and members use different lines, and Medicare plans have their own.
For providers: reconsiderations and appeals
Aetna splits provider disputes into two steps, according to its disputes and appeals page:
- Reconsideration — a review of a claim decision: reimbursement, coding, or a claim that needs reprocessing. File within 180 calendar days of the initial decision, on Availity or by mail to the address on the denial letter or EOB. Aetna says most get an answer within 30 business days.
- Appeal — a written request to overturn a decision based on medical necessity, a payment policy or experimental/investigational criteria, including a reconsideration you lost. File within 60 calendar days of the reconsideration decision, or within 180 days if the issue skipped reconsideration (65 days for non-contracted Medicare providers). Aetna sends its decision by mail or fax within 60 calendar days.
Appeals can go by fax:
| Plan | Fax | Status line | |
|---|---|---|---|
| Commercial (non-Medicare) | 1-859-455-8650 | Aetna Provider Resolution Team, PO Box 14020, Lexington, KY 40512 | 1-888-632-3862 |
| Medicare, contracted providers | 1-860-900-7995 | Medicare provider appeals, PO Box 14835, Lexington, KY 40512 | 1-800-624-0756 |
| Medicare, non-contracted providers | 1-724-741-4953 | Medicare non-contracted provider appeals, PO Box 14067, Lexington, KY 40512 | 1-800-624-0756 |
A faxed appeal needs Aetna's dispute and appeal form (only Availity filings skip it), an explanation naming the denied codes or payments, and the medical records behind them. Aetna warns that incomplete submissions "may affect how your appeal is handled". Post-service appeals can't be expedited.
For members on non-Medicare plans
Members on employer and individual plans can fax a complaint or appeal to Aetna's national fax number, 859-425-3379, with the Member Complaint and Appeal Form (GR-68192, revised 8-25). By mail, it goes to Aetna, PO Box 14463, Lexington, KY 40512.
The form asks for the claim ID if you're appealing a service you already had, or the reference number if care was denied before it happened. Attach the bills and Aetna's letters. If a spouse, an adult child or anyone else files for you, add Aetna's Authorized Representative form.
Aetna also takes non-Medicare complaints online. If your plan falls under the federal health care reform appeal rules, the Employee Benefits Security Administration (1-866-444-3272) can help with the appeal.
For Aetna Medicare members
Aetna Medicare's appeals page lists a fax and a PO box for each plan type:
| Aetna Medicare request | Fax | |
|---|---|---|
| Medical or dental appeal (HMO, PPO, HMO-POS) | 1-724-741-4953 | Aetna Medicare Part C Appeals, PO Box 14067, Lexington, KY 40512 |
| Expedited (fast) medical appeal | 1-724-741-4958 | — |
| Medical appeal, HMO I-SNP (Longevity) plans | 1-959-876-7979 | Aetna Duals Member Appeals, PO Box 14726, Lexington, KY 40512-4726 |
| Part D redetermination, Medicare Advantage with drug coverage | 1-724-741-4954 | Aetna Medicare Part D Appeals, PO Box 14579, Lexington, KY 40512 |
| Part D redetermination, standalone PDP (formerly SilverScript) | 1-855-633-7673 | SilverScript Insurance Company, Appeals and Coverage Determination, PO Box 52000 MC109, Phoenix, AZ 85072-2000 |
| Grievance (complaint), Medicare Advantage | 1-724-741-4956 | Aetna Medicare Grievances, PO Box 14834, Lexington, KY 40512 |
Aetna promises an expedited decision within 72 hours, a standard authorization appeal within 30 calendar days, a claim-denial appeal within 60 days and a Part D redetermination within 7 days; claim denials can't be expedited. The page shows 1-724-741-4958 as the expedited fax but asks you to pick your state, county and plan to confirm the fast line for yours — worth the minute before a time-critical appeal.
Ending care is a different process. If you get a Notice of Medicare Non-Coverage for home health, skilled nursing or rehab care, or think a hospital is discharging you too soon, you call the Quality Improvement Organization (QIO) named on your notice, not an Aetna fax line.
Is There an Aetna Claims Fax Number?
Not for medical claims. Aetna's provider claims pages send medical claims through Availity, a clearinghouse vendor or electronic coordination-of-benefits submission, and list no fax line for them. Members file a claim online in their Aetna account or by mail to the claims address on their ID card.
Two kinds of claim paperwork do go by fax:
- Prescription claims on commercial plans go to CVS Caremark: fax 1-888-472-1128, or PO Box 52444, Phoenix, AZ 85072-2444. The Commercial Prescription Drug Claim Form (GC-1652, revised 7-26) wants original pharmacy receipts — cash-register receipts count only for diabetic supplies — one form per patient and per pharmacy, filed within two years of the purchase.
- Records Aetna asks for. Aetna may request clinical records before paying a claim that carries modifier 22, an unlisted code or a code from its non-specific list. Send them the way the request says: attached in Availity, or to the fax number printed on Aetna's letter. Our guide to faxing medical records covers the packet itself.
Dental claims follow Aetna Dental's own claim-submission guidelines; the provider line for non-Medicare dental plans is 1-800-451-7715.
How to Fax Documents to Aetna
A fax to Aetna lands where it should when you pick the line from the table, put Aetna's identifiers on the cover sheet and keep proof that the pages arrived. Here's the sequence in mFax, on the web or in the iPhone, Android and Windows apps:
Pick the line, then check your letter
Choose the number from the table above. If Aetna's denial letter, EOB or records request prints a different fax number, that one wins. Enter it with the country code — +1 833 596 0339 for FaxHub.
Put Aetna's identifiers on the cover sheet
Aetna's forms ask for the member's name, ID and date of birth, the reference number (precertification) or claim ID (appeals), and on provider requests your NPI and TIN. Add a cover sheet in mFax and tick Confidential to print a HIPAA confidentiality notice; our HIPAA fax cover sheet guide covers what else belongs on it.
Send one complete packet
Attach the form and every record the request asked for. mFax converts Word files, photos and PDFs into fax pages and shows the page count before you send; one fax holds up to 60 pages and 100 MB.
Keep the receipt with the case
The fax shows In Progress while the pages cross — around 40 seconds a page — and Delivered once Aetna's machine confirms every page. Download receipt gives you a PDF to file with the reference number.
A delivered fax proves the transmission, not that a reviewer has read it. If nothing comes back, providers can check status at 1-888-632-3862 (non-Medicare) or 1-800-624-0756 (Medicare), and members at the number on their ID card — with the receipt and page count in hand.
Faxing PHI to Aetna: What HIPAA Requires
HIPAA lets a practice fax patient records to a health plan; what the practice has to add is a business associate agreement with the service that carries the fax. HIPAA applies to health plans, clearinghouses, providers that bill electronically and their business associates, as HHS's page on covered entities and business associates lays out — and a fax service handling a practice's PHI is one of those business associates.
mFax Business covers that part:
- A BAA on every plan, at no extra cost. The workspace owner opens Settings, chooses Review & sign on the Business Associate Agreement row, both sides sign electronically, and the row shows Signed with the date.
- What a privacy officer asks about: PHI stored and processed in the US, a confirmed-or-failed status on every fax, and every teammate signing in with their own login.
- A fax number for Aetna's replies. Aetna's precertification form asks for the physician's fax number, and appeal decisions come back by mail or fax. The practice's fax line drops those into a shared Received list.
- Fax from email, too. Staff can address a message to the fax number at
send.mfax.to— FaxHub becomes18335960339@send.mfax.to— and attach the PDF; the address they sign in with is already authorized. The subject and body become the cover sheet, so keep patient details in the attachment. More in our email-to-fax guide.
Plans start from about $9/mo, and you build your own from the seats and pages you need. For the wider rules, see is faxing HIPAA compliant. Faxing Anthem plans as well? Our Anthem fax number guide lists its lines state by state.
Faxing your own appeal as a member? HIPAA's rules bind plans, providers and their business associates, not you sending your own records. Just need to send one fax? Open the mFax app — upload the PDF and send it in under 2 minutes, free for 7 days. On iPhone or Android, the app's scanner turns Aetna's paper letter into a fax-ready PDF.
When a Fax to Aetna Doesn't Go Through
When a fax to Aetna fails, its status names the reason — and, as mFax's support notes, most failures happen on the receiving side and a second attempt goes through:
- Recipient busy, No answer — the line was in use or didn't pick up. Busy lines are retried automatically; otherwise wait a few minutes and press Resend. Our guide to the fax busy signal explains why lines return one.
- No fax tone, Declined — the number answered, but no fax machine did. You most likely have a phone number, not a fax line; check it against the table.
- Invalid number, Number not in service — re-check the digits and the +1.
- File too large — the packet is over 60 pages or 100 MB. Split it into two faxes and mark each cover sheet "1 of 2" and "2 of 2".
Fax Aetna from Your Practice's Own Number
mFax Business gives your practice a fax number for Aetna's answers, HIPAA-compliant faxing with a signed BAA, and a delivery receipt for every packet — on web, mobile and desktop. Build your own plan from about $9/mo, and cancel anytime.