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

For claims administration and benefits information:

Contact Aetna for medical/surgical, behavioral health and substance use disorder benefits and claims information, including clinical guidelines, benefits predeterminations and providers in the Aetna Choice POS II network. Aetna also provides hospital precertification review for inpatient medical, behavioral health and substance use disorder 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 Express Scripts for pharmacy benefits and claims information, including clinical guidelines, benefits predeterminations, and providers in the Express Scripts pharmacy network. Express Scripts also provides precertification review for certain pharmacy services, medications, and equipment. Ask to speak to a Therapeutic Resource Center (TRC) pharmacist for ongoing consultation and referral services.

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 
P. O. Box 981106 
El Paso, TX 79998-1106
To visit Aetna’s website: www.aetna.com

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
Toll-Free: 1-800-682-2847 or 800-TDD-TDD4 (833-8334) for hearing impaired
Hours: 8 a.m. to 6 p.m. ET, Monday through Friday, except certain holidays
Address: 
P.O. Box 18025
Norfolk, VA 23501-1867

Effective January 2, 2024, Alight will be the new administrator of ExxonMobil’s health, life insurance, and pension plans. If you need assistance, please contact:

ExxonMobil Benefits Service Center
Phone: 833-776-9966
Hours: 8am – 4pm CST, Monday through Friday, except certain holidays
Your Total Rewards portal: digital.alight.com/exxonmobil

Alight Mobile app  (available through Apple App Store or Google Play)

Address:
Dept 02694, PO Box 64116, The Woodlands, TX, 77387-4116

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.