My company switched to Aetna recently. I have yet to use my coverage. I wanted to book a tele-health visit with a provider that came highly recommended. He is in network, but he is a internal medicine specialist, Aetna's website has a note to call member services to ensure the visit would be fully covered. 1 hour on hold later, still have yet to talk to a representative. I then called the main headquarters line to see if they could provide an alternate number of somebody could just quickly verify for me. Another 30 minute wait, before somebody was able to get on a call. Fortunately this is a non-emergency situation, but certainly would hate for this to be a dire situation where coverage needs to be confirmed etc. not a great look. User's recommendation: If you value customer service, being able to ensure visits are covered this may not be the best plan for you. I certainly hope this is an issolated incident, but the 3 times I have tried getting in touch have been very difficult. I also tried to email, but their email messaging tool doesn't work, go figure...