Claims Procedures
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All medical claims should be submitted to:

Aetna Student Health
P.O. Box 981106
El Paso, TX 79998

If you’ve paid for medical services, other than your required co-pays, please follow the directions below in order to receive a reimbursement.

  1. Print and complete the Medical Claim Form on CIEE’s insurance website.
  2. You will need to submit the itemized bill with medical codes and receipts showing proof of payment for your visit.
  3. Mail the medical claim form, itemized bill and receipts to the address above. Please allow 4 to 6 weeks to process once it’s received by Aetna Student Health.

In most cases claim forms are not necessary if services were provided by an In-Network hospital or doctor.

All bills and a completed claim form must be submitted within 180 days from the date of treatment. Payment for covered medical expenses will be made directly to the hospital or physician concerned unless the insured person submits receipted bills or proof of payment. When submitting a claim form, attach all available itemized medical bills, statements and invoices for services and supplies to the claim form. Any subsequent medical bills should be mailed promptly to the above address.

If you have any questions regarding a claim or need to have a claim form mailed to you please call CIEE at 1-888-268-6245 Monday through Friday from 9:00 a.m. to 5:00 p.m. (ET).

Prescription/Medication Claim Procedure


You may obtain your prescription/medication from any pharmacy and you will be required to pay in full at the time of service for all prescriptions. You will be reimbursed for covered medications at the reasonable charge allowance, less any applicable co-pay, directly from Aetna. Follow the instructions below when submitting a prescription reimbursement claim.

  1. Print and complete the Medical Claim Form on CIEE’s insurance website.
  2. Mail the medical claim form to the address above, attach your prescription and store receipt(s). Prescription reimbursements will not be considered if they do not include the prescription receipts. Please allow 4 to 6 weeks to process once it’s received by Aetna Student Health.

Appealing a Claim

In the event of a disagreement over the payment of a claim, a written request to review the claim must be mailed to Aetna Student Health within 180 days from the date of denial. The request should also include any additional information that supports the claim (e.g., medical records, Physician’s office notes, operative reports, Physician’s letter of medical necessity, etc.). Please submit all requests to:

Appeals Resolution Team
P.O. Box 14464
Lexington, KY 40512

If you would like to discuss a denied claim, please call CIEE at 1-888-268-6245 and ask for assistance.

Non-Medical Claim Procedure

All non-medical claims should be submitted to:

CIEE
Attn: Insurance department
300 Fore Street
Portland, ME 04101

Please follow the non-medical claims procedures below if you’ve had baggage, valuables, or personal documents lost or stolen.

  1. 1. Go to CIEE’s website and print and complete the CIEE Baggage Claim Form.
  2. Any claims involving theft will need to include an official police report. Claims for lost baggage will need to include a PIR (property irregularity report) from the airline that lost your baggage. Make sure you obtain this information before submitting your claim.
  3. If claiming valuables, you will need to submit receipts. If claiming personal papers, include replacement prices for documents.
  4. Send the completed non-medical claim form, police report/PIR, and any relevant receipts to the address provided above.

In order for claims to be considered for reimbursement an official police report must be filed within 24 hours of discovery of the theft or loss of property. If the loss is in connection with an airline flight, a property irregularity report (PIR) must be obtained by the airline. Copies of the reports and supporting documentation (receipts, proof of purchase, or appraisals, etc.) must be submitted along with a completed claim from within 15 days of the loss or theft.

Personal Liability Claim Procedure

CIEE must be notified within 5 days of any event that may result in a personal liability or legal assistance claim.