Aetna Senior Supplemental Insurance

Update: Final Expense processing and administration

Aetna was made aware of a security incident impacting a third-party vendor who administers Final Expense whole life insurance for Aetna Senior Supplemental Insurance.

We severed any connections with their systems to ensure the safety of our systems and data. Aetna systems were not impacted by this incident. Aetna was able to accept new Final Expense whole life insurance applications, but there was a delay in processing. 

Here's the latest status:

New business

• Pending applications: Applications are currently being processed and issued in date order, including applications received since June 14th. For the most up to date information, go to the agent side of AetnaSeniorProducts.com under Enrollment tracker
• Commissions: Commissions will be paid on processed applications upon premium draft. Commissions will return to our previous schedule of Wednesday and Saturday disbursements.
• Website data: Data on AetnaSeniorProducts.com for Final Expense new business will be updated as applications are being processed.
• Aetna Quote & Enroll (AQE): You may continue to use Aetna Quote & Enroll to submit applications for all products.

Existing business

• Premium payments and renewal commissions: June premiums on existing business are being drafted and renewal commission payments have resumed.
• Website data: Data on AetnaSeniorProducts.com for Final Expense policies is current through Friday, June 14th.  Commission statements and other policy information will be updated at a later date.
• Information on lapsed policies will no longer be emailed.

Commission statements

• Commission statements will not be emailed going forward.
• Commission statements for new business submitted after June 14th will be available on the agent side of AetnaSeniorProducts.com under My Reports/Commission Dashboard/Medicare Supplement and Health
• Commission statements for existing business will be updated at a future date on the agent side of AetnaSeniorProducts.com under My Reports/Commission Dashboard/Life

Agent maintenance

• Commission level and hierarchy change requests: Final Expense agent commission level and transfer requests have been received and processed.
• Demographic and EFT change requests: Requests for demographic and EFT changes will only be processed for commissions related to new business. Requests for EFT changes on commissions related to existing business cannot be processed at this time.
• Agent change requests: Final Expense agent commission level and transfer requests have been received and processed. Changes to compensation will be reflected upon system restoration.

Agent support

• New business: The team is available by phone, but the team can only answer questions about the status of commission payments and applications for new business.
• Existing business: Questions about claims, commissions, and premiums cannot be answered at this time.

We place a high priority on the security of our information systems and take significant measures to protect them from compromise. We apologize for this inconvenience and we will continue to update you as we learn more.