Aetna Lied about coverage then denied claim for cancer patient's wig Internet

 In December of 2012 I was diagnosed with breast cancer. I was told with all certainty that I would lose my hair when I underwent chemotherapy which would start mid January 2013. I had heard through friends that sometimes health insurance companies will cover the cost of a wig. I called, asked and was told Yes, they cover 90% of the cost of a wig for cancer patients, up to $500 max. I asked what I needed to do and she said simply go to a wig store, purchase it, and go to the aetna website for a claims form and then mail it with receipt for reimbursement. I was happy and did so. On January 5, 2013, I purchased a wig at a local store.

Upon completing the claim form, I had questions. The form asked for codes that I knew nothing about. I called Aetna (Call #2) and she said that to list the name of the wig store on the receipt and that was all I needed to do. I did so. Mailed it. Heard nothing back for a month or more.

Called Aetna (Call #3). I was told that the claim was not processed because it lacked a code number of some sort. He said that it was a small detail and he could easily fix it right then and submit it again and I should get a check within a couple of weeks. Waited another month-no check.

Called again (Call #4). Was told well actually your claim was denied because you didn't use an in-network wig provider. This was the VERY first time I heard of this stipulation, and absolutely did not know Aetna had even a list of wig providers. I would have Happily gone to one of your wig providers if in fact I had been told there was such a list. When I originally called regarding benefits I was certainly NOT told to go to one in-network to receive those benefits. Now, I am out $500. I most definitely would not have spent $500 on a wig if I had known I would not be reimbursed for it. I foolishly thought that Aetna was sympathetic to a cancer patient losing their hair.

I have appealed this once before and was only repeated the policy of using an in network provider. My problem is... I NEVER WAS TOLD THERE WAS SUCH A THING AS AN IN NETWORK WIG PROVIDER.  In fact, I was told the opposite.

Additionally, upon looking at the list of providers for wigs for Tampa (after I was out $500 and my claim was denied), there was only one store. It was not primarily a wig store and had only a handful of colors and styles. Certainly not going to work.  

Ultimately I was reimbursed around $43 for the $500 wig.

 I am here to say that Aetna representatives are not aware or do not understand their In-network Wig Provider policy. They are obviously not telling customers about it and are leaving cancer patients with hefty bills that they are originally told they would be reimbursed for. A shame- and on such a sensitive product for a cancer patient.  

Aetna shafts cancer patients and takes NO responsibility for the erroneous information they tell customers. Who is the only one hurt when a rep tells the customer incorrect information?  The customer and Aetna does not take any responsibility for the words that their reps say.