File claims, appeals and complaints

How to file an out-of-network claim

Aetna pays all claims for ExxonMobil. Please reach out to Aetna with questions regarding how to file an out-of-network claim.

The Medical Plan has contracted with Aetna to process claims for medical and mental health care.

If you use network providers, they will file claims for you.

If your providers do not file claims for you, follow the instructions on the claim forms, which are available from the ExxonMobil Family Internet site, and Aetna Member Services

Aetna Member Services reviews and responds to your claim, usually within 30 days after the claim is received.

If you need to file a claim:

  • Submit a completed claim form with necessary documentation within two years from the date the expense was incurred.
  • Aetna will send you an explanation of benefits (EOB)for each claim. The EOB shows what service was performed, how much the provider charged, and what the covered charge was under the Plan.
  • You can review your EOB by going to Aetna's Navigator Web site at aetnanavigator.comand following the instructions.

How to file a complaint

Magellan uses First Call Resolution to resolve concerns at the time of each member’s call; however, if an Exxon member is not satisfied with the outcome, members may submit complaints verbally or in writing.

Complaints are acknowledged as received within 24 business hours and resolved within 30 calendar days.

By phone: 1-877-543-3875

Magellan Health Services
Attention: Complaints/MO41
14100 Magellan Plaza
Maryland Heights, MO 63043

How to file an appeal

Magellan Appeals Department
P.O. Box 2128
Maryland Heights, MO 63043

Fax Number: 1-888-656-3820

Members needing assistance in filing Appeals: 1-800-201-3957