cannot log into Aetna Navigator

Have been trying to access account via Aetna Navigator for the past 4 days.  You get to a login screen but you never have data entry point where you can list your account name and password.  It is impossible to get anyone on the phone who knows wha's going on.  Also have received an email from Aetna about a new claim in our account BUT you cannot get into your Aetna Navigator account even if you start access from the link in that email