Information sources

When you need information, you may need to contact one or more of the following sources. Please read carefully:

For claims administration:

Contact Aetna for medical/surgical and behavioral health and substance abuse claims forms, claims payment, and other claims inquiries.

Contact Express Scripts for pharmacy claims forms, claims payment, and other claims inquiries.

For benefits information:

Contact Aetna for medical/surgical benefits information, including clinical guidelines, benefits pre-determinations, and providers participating in the Aetna Select network. Aetna also provides hospital pre-certification review for inpatient medical services as well as for certain other medical services, tests and equipment. Ask to speak to a health advocate nurse for ongoing consultation and referral services.

Contact Magellan for behavioral health and substance abuse benefits information, including clinical guidelines, benefits pre-determinations, and providers participating in the Magellan Health Preferred Provider (MHPPO) network. Magellan also provides hospital precertification review for inpatient behavioral health and substance abuse services as well as for certain other behavioral health and substance abuse services, tests, and equipment. Ask to speak to a behavioral health advocate for ongoing consultation and referral services.

Contact Express Scripts for pharmacy benefits information, including clinical guidelines, benefits predeterminations, and providers participating in the Express Scripts pharmacy network. Express Scripts also provides pre-certification review for certain pharmacy services, medications, and equipment. Ask to speak to a Therapeutic Resource Center (TRC) pharmacist for ongoing consultation and referral services.

For benefits administration:

References to Benefits Administration throughout this SPD pertain to the ExxonMobil Benefits Service Center. Contact the Benefits Services Center for benefits administration information, including enrollment and eligibility inquiries.

Phone numbers and addresses:

Aetna Member Services
800-255-2386
Monday – Friday 8:00 a.m. to 6:00 p.m.
(U.S. Central Time), except certain holidays
Automated Voice Response -
24 hours a day, 7 days a week 

Aetna
PO Box 14463,
Lexington, KY 40512

To visit Aetna’s website: www.aetna.com

Magellan Healthcare
800-442-4123
314-387-4700 (international, call collect)
24 hours a day, 7 days a week 

Magellan Healthcare
14100 Magellan Plaza Drive
Maryland Heights, MO 63043

To visit Magellan’s website: www.magellanascend.com (enter 800-442-4123)

Express Scripts
800-695-4116
800-497-4641 (international, use appropriate
country access code depending on country from which you are calling) 

Express Scripts Home Delivery
P.O. Box 66577
St. Louis, MO 63166-65777

Direct Reimbursement Claim Form:
Express Scripts
ATTN: Commercial Claims
P.O. Box 14711
Lexington, KY 40512-4711

Direct Reimbursement Claim Forms may also be faxed to: 608 741-5475

To visit Express Scripts website: www.express-scripts.com.

ExxonMobil Benefits Service Center
Monday – Friday 8:00 a.m. to 6:00 p.m.
(U.S. Eastern Time), except certain holidays Toll-Free: 1-800-682-2847
or 800-TDD-TDD4 (833-8334) for hearing impaired

ExxonMobil Benefits Service Center
P. O. Box 18025
Norfolk, VA 23501-1867

ExxonMobil sponsored sites - Access to plan-related information including claim forms for retirees, survivors, and their family members.

• ExxonMobil Family, the Human Resources Internet Site — Can be accessed by everyone at www.exxonmobilfamily.com.
• Retiree Online Community Internet Site — Can be accessed by retirees and survivors only at www.emretiree.com.
• ExxonMobil Benefits Service Center Internet Site — Can be accessed by everyone at www.exxonmobil.com/benefits.