Aetna is changing the way an agent of record (AOR) change can be requested by a member.
Effective September 1, 2026, broker/agent of record changes will no longer be accepted from members over the phone.
This process applies to Aetna Medicare members.
How the Member Requests an Add, Change, or Removal
Starting September 1, 2026, members who wish to add, change, or remove a broker/agent of record must use one of the two options below.
Option 1: Submit a request via email
Email is acceptable if the member's email address is on file with Aetna. Otherwise, the request will not be processed, and the member will be notified.
The member can send an email to [email protected].
Subject line: Change/Remove Agent of Record Request
Include the following information: Member ID, Member Name, Member State, and whether the member wants to change or remove the Agent of Record.
Option 2: Submit a signed letter via mail
The member can send a fully handwritten or fully typed letter that includes their written signature to:
Aetna Medicare
620 Epsilon Dr.
Pittsburgh PA, 15238
Include the following information: Member ID, Member Name, Member State, and whether the member wants to change or remove the Agent of Record.
Timing
Advise members that once the information is received by Aetna, the update will be completed within 7 business days and will become effective on the first day of the following month.