Migration Quick Links


January 4 Updates

Dear Foreign Service Benefit Plan (FSBP) Member:

We warned that there would be some disruption with the migration to the Aetna computer platform, and the last few days have proven those statements true. I appreciate the understanding and patience you have shown as we have worked to resolve the issues that have come up. I want to take this opportunity to provide some guidance on some of the questions we have received thus far.

ID Cards

Some members have not received their new ID cards yet. The mailing was completed on December 20. With the holiday rush and delays with overseas mailing times, some cards are still on their way to you. If you need a temporary card in the meantime, you can obtain one through Aetna Navigator. You can register for Navigator using your Social Security Number, rather than your new ID number. As of this morning, Aetna Navigator is back online following an outage yesterday and part of Tuesday. Once logged in, please click the link for ID Card on the top menu in the purple ribbon. Next, click on View ID Card and then on print/download ID card.

My Online Services

Members enrolled in FSBP prior to 1/1/18 can review the details of their claims for dates of service 12/31/17 and prior in My Online Services (MOS). Inside MOS, you may see that your coverage terminated effective 12/31/17 even though you are still a member of FSBP. This termination date in MOS is a result of the migration. Your current information is in Aetna Navigator.

Obtaining Prescriptions

If you do not have your new card and are not able to obtain a temporary card and need to fill a prescription, take your old card with you. The pharmacy staff can contact Express Scripts to verify your enrollment. They have their system set up for cross referencing old ID numbers and new ID numbers.

Contacting Us

We have experienced a large increase in calls in the last several days. While we prepared for this with additional staff and training, the call volume has resulted in longer than expected wait times. We are attempting to answer and return calls as quickly as possible but we also want to ensure that we are providing accurate and thorough responses to questions.

I appreciate your patience as we work through this migration together. 
                  
Thank you,                                                         
Kyle Longton, COO          

January 1 Updates                                                                

Happy New Year and Welcome to 2018! Also, welcome to the first day of Aetna’s (our Plan administrator) new computer platform. As many of you know, we have been undergoing the transition process for several years. Today’s events serve as the final step in the conversion from Coventry to Aetna. Throughout 2017, we told you of the modifications taking effect January 1, 2018. Now that the day has arrived, our team will be working with you to “navigate” through this Migration experience.

As noted in the Migration Brochure sent with your Open Season materials, here are the important items to remember:

  • Use your new ID card, with your new ID numbers, that you received in the mail – each covered family member is listed (up to five people/card) 
  • Expect a new format for your Explanation of Benefits (EOBs)
  • Register for Aetna Navigator®, the new online customer service site
  • Learn how to use Aetna Navigator® - You will use this new site to access wellness tools and track claims for dates of service January 1, 2018 and after*
  • Become familiar with the new provider search tool and how to use it
  • Download and use the Aetna Mobile app for free on your mobile device - Android Devices / Apple Devices
  • Destroy all previous FSBP cards you may have as they will not be valid after today, January 1, 2018

*To check the status of claims for dates of service December 31, 2017 and prior, please use My Online Services. You will have access to My Online Services through the end of 2018.

You will continue to submit your claims through the AFSPA Member Portal. We have made some updates to the Member Portal, including secure single sign on (SSO) links to both My Online Services and Aetna Navigator. For Navigator, you will have to register the first time and log in the second time using the SSO link. It should take you directly into Navigator on your third use.

Our Health Benefits Officers have been well trained on this new system and we have added additional staff to help us through the transition period. However, we ask for your patience when you call our office, as we are still becoming accustomed to using this new computer platform as well. The wait time may increase and there may be added time needed to find answers to your questions. We plan to work through the transition efficiently and professionally. As always, our staff are committed to providing you with “unparalleled service.”

To better assist you, a dedicated toll-free hotline has been established to receive your Migration related calls. These phone lines are available during AFSPA’s regular business hours, weekdays from 8:30am to 5:30pm EST. See the Migration hotline numbers below:

  • U.S. Hotline: 855-726-6620
  • International Hotline: 800-788-71111 (the extra digit is intentional)  

Additionally, we will keep you updated on any other changes through our website, on Facebook, and through emails. Please anticipate some disruptions today and in the upcoming weeks – or even months. Ultimately, we believe your experience will improve with this new platform. With some effort and cooperation, we will all master this new system together.

AFSPA is committed to improving the Member Experience by providing guidance as well as being transparent. We strive to communicate with you openly and honestly

Have a happy, healthy, and safe New Year! As always, we thank you for your membership and for your ongoing trust.


Please check this website regularly for more updates.


2017 Spring Newsletter Update - Part 1

You may recall that Aetna purchased Coventry in 2013. Over the last few years, you have seen the Aetna logo on documents and on your FSBP ID cards. You have benefitted from the much larger Aetna network. But for other large scale changes, we have chosen to wait. This is why members still have access to My Online Services, which is a Coventry based site. While this has caused some confusion, we did not want to rush the transition to the Aetna computer platform. Following years of planning, the migration will take place officially on January 1, 2018.

What does this mean for you?
-
You will receive a new ID card with a new ID number later this year.
-The look and format of the explanation of benefits (EOBs) will change.
-You will use a new website - Aetna Navigator- to track claims and access wellness tools.

The migration from the Coventry platform to the Aetna platform likely will be disruptive. We are committed to minimizing disruptions to our members. This includes examining and testing the new system as well as keeping you informed on updates and changes. We will work to resolve any issues that may arise.

Please look for more information in future newsletters. Throughout the year, we will communicate other updates on AFSPA’s website and Facebook page, in email messages, and in physical mailings.
 

2017 Summer Newsletter Update - Part 2

In the Spring AFSPA in Action newsletter, we announced that the Foreign Service Benefit Plan (FSBP) is migrating from the Coventry computer platform to the Aetna computer platform on January 1, 2018. Behind the scenes, AFSPA staff and our partners at Aetna are working every day to ensure that the migration goes as smoothly as possible. We will continue making changes and preparations over the next several months and will announce updates as they are available.

Here are some points that we know at this time:
-You will receive your new ID cards late in the 4th quarter of this year. We will announce via our website, Facebook page, and an email to members, when the cards have been mailed. The new ID cards include a completely different ID number. It will be important to give this new number to your providers and include it on your claims starting on January 1, 2018.
-You will have access to a new provider search tool: DocFind. This improved tool will be customized for FSBP. You will be able to search by provider name, provider type, facility, zip code, and more. The tool will be linked through the FSBP website for easy access.
-You can expect a new look to the new ID cards, the format of the EOBs, letters, Aetna’s public website for FSBP, a new Aetna mobile app, and more.

2017 Fall Newsletter Update – Part 3

It’s almost here. The switchover from Coventry systems to Aetna systems is well underway. AFSPA’s senior managers spent several days going over details of the migration with Aetna staff in early August. Conversations have continued since that time and will continue through early next year. In planning for the change and reviewing documents, websites, and more, we have kept our focus on the member experience.

By the time you receive this, you may have experienced already some of the changes to the new public website and provider search. Later this year, your new ID card will arrive, and you will be able to register for Aetna Navigator. Updates will be more frequent in the weeks ahead, so please keep up by visiting www.afspa.org/fsbp/migration and following us on Facebook (www.facebook.com/afspacares).

As we have told you throughout this year, the migration process will be disruptive. We are doing all we can to ensure that things run as smoothly as possible. Here are some things we are asking you to do:

  • Review the migration brochure included in the Open Season mailing. There are some great tips and how-tos in there.
  • Look for your new FSBP ID card. Your new cards should reach you before the end of the year.
  • As soon as possible, register for the new Aetna Navigator online customer service site using your new ID number.
  • Take your new card with you to your providers and make sure they have updated information starting January 1. The new cards have a new ID number. Including that new ID number will ensure claims are processed more quickly and accurately.

We think you will find the results of the migration to be well worth any short-term disruption.

Please check this website regularly for more updates.

Overview

Migration Quick Links


January 4 Updates

Dear Foreign Service Benefit Plan (FSBP) Member:

We warned that there would be some disruption with the migration to the Aetna computer platform, and the last few days have proven those statements true. I appreciate the understanding and patience you have shown as we have worked to resolve the issues that have come up. I want to take this opportunity to provide some guidance on some of the questions we have received thus far.

ID Cards

Some members have not received their new ID cards yet. The mailing was completed on December 20. With the holiday rush and delays with overseas mailing times, some cards are still on their way to you. If you need a temporary card in the meantime, you can obtain one through Aetna Navigator. You can register for Navigator using your Social Security Number, rather than your new ID number. As of this morning, Aetna Navigator is back online following an outage yesterday and part of Tuesday. Once logged in, please click the link for ID Card on the top menu in the purple ribbon. Next, click on View ID Card and then on print/download ID card.

My Online Services

Members enrolled in FSBP prior to 1/1/18 can review the details of their claims for dates of service 12/31/17 and prior in My Online Services (MOS). Inside MOS, you may see that your coverage terminated effective 12/31/17 even though you are still a member of FSBP. This termination date in MOS is a result of the migration. Your current information is in Aetna Navigator.

Obtaining Prescriptions

If you do not have your new card and are not able to obtain a temporary card and need to fill a prescription, take your old card with you. The pharmacy staff can contact Express Scripts to verify your enrollment. They have their system set up for cross referencing old ID numbers and new ID numbers.

Contacting Us

We have experienced a large increase in calls in the last several days. While we prepared for this with additional staff and training, the call volume has resulted in longer than expected wait times. We are attempting to answer and return calls as quickly as possible but we also want to ensure that we are providing accurate and thorough responses to questions.

I appreciate your patience as we work through this migration together. 
                  
Thank you,                                                         
Kyle Longton, COO          

January 1 Updates                                                                

Happy New Year and Welcome to 2018! Also, welcome to the first day of Aetna’s (our Plan administrator) new computer platform. As many of you know, we have been undergoing the transition process for several years. Today’s events serve as the final step in the conversion from Coventry to Aetna. Throughout 2017, we told you of the modifications taking effect January 1, 2018. Now that the day has arrived, our team will be working with you to “navigate” through this Migration experience.

As noted in the Migration Brochure sent with your Open Season materials, here are the important items to remember:

  • Use your new ID card, with your new ID numbers, that you received in the mail – each covered family member is listed (up to five people/card) 
  • Expect a new format for your Explanation of Benefits (EOBs)
  • Register for Aetna Navigator®, the new online customer service site
  • Learn how to use Aetna Navigator® - You will use this new site to access wellness tools and track claims for dates of service January 1, 2018 and after*
  • Become familiar with the new provider search tool and how to use it
  • Download and use the Aetna Mobile app for free on your mobile device - Android Devices / Apple Devices
  • Destroy all previous FSBP cards you may have as they will not be valid after today, January 1, 2018

*To check the status of claims for dates of service December 31, 2017 and prior, please use My Online Services. You will have access to My Online Services through the end of 2018.

You will continue to submit your claims through the AFSPA Member Portal. We have made some updates to the Member Portal, including secure single sign on (SSO) links to both My Online Services and Aetna Navigator. For Navigator, you will have to register the first time and log in the second time using the SSO link. It should take you directly into Navigator on your third use.

Our Health Benefits Officers have been well trained on this new system and we have added additional staff to help us through the transition period. However, we ask for your patience when you call our office, as we are still becoming accustomed to using this new computer platform as well. The wait time may increase and there may be added time needed to find answers to your questions. We plan to work through the transition efficiently and professionally. As always, our staff are committed to providing you with “unparalleled service.”

To better assist you, a dedicated toll-free hotline has been established to receive your Migration related calls. These phone lines are available during AFSPA’s regular business hours, weekdays from 8:30am to 5:30pm EST. See the Migration hotline numbers below:

  • U.S. Hotline: 855-726-6620
  • International Hotline: 800-788-71111 (the extra digit is intentional)  

Additionally, we will keep you updated on any other changes through our website, on Facebook, and through emails. Please anticipate some disruptions today and in the upcoming weeks – or even months. Ultimately, we believe your experience will improve with this new platform. With some effort and cooperation, we will all master this new system together.

AFSPA is committed to improving the Member Experience by providing guidance as well as being transparent. We strive to communicate with you openly and honestly

Have a happy, healthy, and safe New Year! As always, we thank you for your membership and for your ongoing trust.


Please check this website regularly for more updates.

2017 Notices

2017 Spring Newsletter Update - Part 1

You may recall that Aetna purchased Coventry in 2013. Over the last few years, you have seen the Aetna logo on documents and on your FSBP ID cards. You have benefitted from the much larger Aetna network. But for other large scale changes, we have chosen to wait. This is why members still have access to My Online Services, which is a Coventry based site. While this has caused some confusion, we did not want to rush the transition to the Aetna computer platform. Following years of planning, the migration will take place officially on January 1, 2018.

What does this mean for you?
-
You will receive a new ID card with a new ID number later this year.
-The look and format of the explanation of benefits (EOBs) will change.
-You will use a new website - Aetna Navigator- to track claims and access wellness tools.

The migration from the Coventry platform to the Aetna platform likely will be disruptive. We are committed to minimizing disruptions to our members. This includes examining and testing the new system as well as keeping you informed on updates and changes. We will work to resolve any issues that may arise.

Please look for more information in future newsletters. Throughout the year, we will communicate other updates on AFSPA’s website and Facebook page, in email messages, and in physical mailings.
 

2017 Summer Newsletter Update - Part 2

In the Spring AFSPA in Action newsletter, we announced that the Foreign Service Benefit Plan (FSBP) is migrating from the Coventry computer platform to the Aetna computer platform on January 1, 2018. Behind the scenes, AFSPA staff and our partners at Aetna are working every day to ensure that the migration goes as smoothly as possible. We will continue making changes and preparations over the next several months and will announce updates as they are available.

Here are some points that we know at this time:
-You will receive your new ID cards late in the 4th quarter of this year. We will announce via our website, Facebook page, and an email to members, when the cards have been mailed. The new ID cards include a completely different ID number. It will be important to give this new number to your providers and include it on your claims starting on January 1, 2018.
-You will have access to a new provider search tool: DocFind. This improved tool will be customized for FSBP. You will be able to search by provider name, provider type, facility, zip code, and more. The tool will be linked through the FSBP website for easy access.
-You can expect a new look to the new ID cards, the format of the EOBs, letters, Aetna’s public website for FSBP, a new Aetna mobile app, and more.

2017 Fall Newsletter Update – Part 3

It’s almost here. The switchover from Coventry systems to Aetna systems is well underway. AFSPA’s senior managers spent several days going over details of the migration with Aetna staff in early August. Conversations have continued since that time and will continue through early next year. In planning for the change and reviewing documents, websites, and more, we have kept our focus on the member experience.

By the time you receive this, you may have experienced already some of the changes to the new public website and provider search. Later this year, your new ID card will arrive, and you will be able to register for Aetna Navigator. Updates will be more frequent in the weeks ahead, so please keep up by visiting www.afspa.org/fsbp/migration and following us on Facebook (www.facebook.com/afspacares).

As we have told you throughout this year, the migration process will be disruptive. We are doing all we can to ensure that things run as smoothly as possible. Here are some things we are asking you to do:

  • Review the migration brochure included in the Open Season mailing. There are some great tips and how-tos in there.
  • Look for your new FSBP ID card. Your new cards should reach you before the end of the year.
  • As soon as possible, register for the new Aetna Navigator online customer service site using your new ID number.
  • Take your new card with you to your providers and make sure they have updated information starting January 1. The new cards have a new ID number. Including that new ID number will ensure claims are processed more quickly and accurately.

We think you will find the results of the migration to be well worth any short-term disruption.

Please check this website regularly for more updates.

FAQs (5)

When will the Migration changes happen?

- The final stages of the Migration went into effect January 1, 2018

What has changed?

- Members are receiving a new ID card with a new ID number
- You will see a new look and format of the Explanation of Benefits (EOBs)
- Start using Aetna Navigator - a new website to track claims and access wellness tools

How do I obtain an additional/replacement ID card?

Login to Aetna Navigator Select “ID card” at the top of the page, and then choose to print/download additional ID cards or view your ID card. To order a replacement ID card, you can call 202-833-4910.

Can I still check my claim status online?

Yes, to view your claim status, explanation of benefits, etc. use:

 

How do I learn more information about Migration?

- Access the Migration Brochure here
- Call the dedicated Migration hotlines:

  • U.S. Hotline: 855-726-6620
  • International Hotline: 800-788-71111 (the extra digit is intentional)


 

 

FORMS & BROCHURES (4)

Form

Description

Action

2017 FSBP Brochure
2017 FSBP Brochure
Ask FSBP Benefits and Claims Questions
Ask FSBP Benefits and Claims Questions
2018 FSBP Brochure
2018 FSBP Brochure
Migration Brochure
Migration Brochure