Human Resource Management & Development

 

Aetna Transition

 

Medical Plan Administrator Transition – What You Need to Know

We're making changes to improve your healthcare experience.  

Starting January 1, 2026, GW will partner with Aetna as the new administrator for our medical plans (GW PPO and GW Health Savings Plan), replacing UnitedHealthcare. Prescription drug coverage will continue through CVS Caremark.

  • There are no changes to the medical plan designs—your deductibles, co-pays, and coverage remain the same. Only the administrator is changing.
  • If you did not make changes during Open Enrollment, your current medical plan election will automatically carry forward.
  • New Aetna Medical ID cards will be mailed to enrolled employees in mid-late December. Be sure to share your updated member information with your healthcare providers.

We invite you to take a few minutes to review the information below including key dates and action items, FAQs and contact information. Your understanding and preparation are essential to making this transition seamless.   

 

   Navigating the Changes

 

  This page will be updated as more information becomes available.

 

 

Timeline & Transition Milestones

 

  • September 2025: 
    • Initial announcement and overview of the transition. <link to pre-OE infomail>
  • October 2025: 
    • Open enrollment period (10/6 - 10/24) with support resources/webinars available.
  • November 2025: 
    • Transition microsite available including resources and FAQs
  • December 2025: 
    • Final reminders and transition tips shared.
    • ID cards mailed - mid-December
    • Member portal access opens for participant registration (CONFIRM TIMING WITH AETNA)
  • January 1, 2026: 
    • Aetna becomes the new administrator for our medical plans (GW PPO and GW Health Savings Plan).
    • Begin using new administrator for claims and support

 

How to Prepare

 

 

Before, January 1, 2026:

  • Review the Discover the Aetna Experience - On Demand
  • Review the Explore your Health Benefits Virtual Session with Aetna - On Demand
  • Confirm your preferred providers are in-network (see FAQ section or contact the Aetna Concierge for assistance)
  • Get support for your questions:
    • Aetna Concierge: 844-989-8811
      • The Aetna Concierge dedicated phone line is now available to provide personalized 1:1 support, Monday through Friday, 8 a.m.–6 p.m. ET.
      • During the transition, they can help answer questions about your GW plan benefits, cost sharing, and provider or facility participation within Aetna’s extensive network.
    • Be on the lookout for your new ID card (mailing mid-December)

 

Beginning, January 1, 2026:

  • Register online with Aetna <CONFIRM TIMING WITH AETNA) and access your benefits as well as digital ID cards at www.aetna.com
  • Begin using Aetna for claims and support - be sure to provide your new insurance information when making your appointments for 2026

 

Resources

 

Example

 

What Is Transition of Care?

When you switch to a new health insurance carrier, Transition of Care helps ensure you don’t experience a gap in treatment, especially if you're in the middle of care for a medical condition.

This process allows you to temporarily continue seeing your current doctors or specialists, even if they’re not in your new plan’s network. It’s designed to give you time to safely transition your care without interruption.

When Should You Use It?

You may be eligible for Transition of Care if you or a covered family member is:

  • Undergoing active treatment for a serious or chronic condition
  • Scheduled for surgery or a procedure
  • Pregnant and receiving prenatal care
  • Recovering from a recent hospitalization
  • Receiving behavioral health or substance use treatment
How It Works
  1. Submit a Transition of Care request- <confirm timeline with Aetna>
  2. If approved, you’ll be able to continue seeing your current provider for a limited time (often 30–90 days), while you transition to an in-network provider if needed.
Why It Matters

Changing health plans doesn’t have to mean starting over. Transition of Care gives you peace of mind that your treatment can continue without disruption, especially during critical times.

Examples
  • Example 1: An employee receiving ongoing treatment for a chronic condition with a United Healthcare provider may be eligible to continue care with the same provider temporarily under Aetna Medical.
  • Example 2: An employee scheduled for surgery in early January 2026 with a United Healthcare provider may request transition of care to maintain their surgical schedule without disruption.

 

 

   Frequently Asked Questions

 

This FAQ is a living document and will continue to be updated as more questions arise and more information becomes available. 

Will I need to re-enroll in my medical plan?

No, your current enrollment will carry over unless you make changes during open enrollment.

How can I check to see if my doctor is in the Aetna network?

Visit www.Aetna.com and follow these steps:

  • Select “Find a doctor” at the top of the page.
  • Under the “Don’t have a member account?”, Select “Plan from an Employer”.
  • Under "Continue as a Guest", Enter your ZIP code.
  • On the next screen, under "Select a Plan", scroll to “Aetna Open Access Plans" and select "Aetna Choice POS II (Open Access)” as your plan and click "Continue".
What happens if my doctor is not in the Aetna network?

If by chance, a preferred doctor is not in Aetna’s network, please reach out to GW Benefits.  Although in network status is not guaranteed, Aetna’s network team will reach out to the provider to explore network status. You also have the option to choose a new provider within the Aetna network. 

Note: You may qualify for transition of care, please see Transition of Care section.

When will I receive my new ID card?

ID cards will be mailed in mid-December 2025. Beginning, January 1, 2026, once registered at www.aetna.com, digital ID cards will be also be available. 

Do I still have access to the myuhc.com site to review prior claim information?  If so, for how long?

Yes, members will continue to have access to their myuhc.com portal information for 18 months as of January 1, 2026. 

 

   Contact Us

 

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