AHIP/Aetna Troubleshooting

Owned by Michael Gaudette (Unlicensed)
Last updated: Dec 20, 2021
1 min read

Follow the troubleshooting steps below if you encounter issues with AHIP/Aetna

  • For login issues:

    • If the agent was with another agency or even another cXp campaign last year and no longer has access to the email on file with AHIP - The agent must call AHIP support, select option 4 on the IVR, and request a temporary password.

    • If the agent cannot login because they are not sure of their password, the agent should reset their password by clicking “Forgot Password.”

    • If the agent still cannot login, the TL must share screens to verify the situation.

    • If the TL cannot troubleshoot then a carrier ticket must be created by the TL.

  • If agents receive the error screen that their name does match when registering with Producer World, notify the licensing team.

  • If the following error message is received:
    "We were unable to locate an NPN with the National Insurance Producer Registry with the information provided. Please verify the accuracy of your information and try again. If you require additional assistance, please contact support."
    Do not contact AHIP support. First, verify agent information was registered their profile correctly. ie Name, NPN, Tax ID, etc.

  • If the issue is new or an error that is not listed above, gather screenshots and/or error verbiage and email to the ESP TL who will submit a carrier ticket.

  • If directed to contact AHIP or Aetna, contact information is below: