30-45 minutes on hold is a standard practice. You are passed along to various departments and have to explain over and over again what the issue is. Staff is basically "stupid" when it comes to being knowledgeable about any aspect of the health plan and/or drug coverage. Standard line is that "I can't help you" and they transfer you to another department and the same comment occurs. Standard practice is to keep you on hold for as long as possible to hopefully get the caller to hang up out of frustration. No issues with taking your $$ however. I don't see any resolution to solving Aetna customer service issues. They are one of the largest health insurance companies in the US and as long as they keep there investors happy and stock up and their executives keep getting their million dollar bonuses for not doing anything-- there will be no change.