Complaint: Just finished the most frustrating series of phone calls ever. I went to renew a Rx that I have been taking for over 5 years with Doctor’s prescription. Up until this last month, it was covered (less a deductable) by both a OHI policy from my former company (retired), and TriCare. When I called last month, my local pharmacy was told that TriCare (Express Scripts) now required that medication to be covered under their mail order pharmacy program, and I had to contact them directly, which I did that day. After a lot of hemming and hawing, Jennifer from Express Scripts told me to have the local pharmacy fax the Rx to Express Scripts, and they would expeditiously process it. I told her I had less than a week’s supply left, and she said that I should have it done immediately, so it would be processed. I also asked about coordinating payments with the OHI, and Jennifer told me that it would be done, obtained the details of my OHI pharmacy plan, and stated that everything would be done quickly. Today, I called 15 days later, after getting two brush-off calls in the last week that the Rx was in the mail and would be arriving any day. I asked about when I could expect my Rx, and was told that it was not on their formulary, wasn’t covered, and denied that I had been told twice that it was coming. Despite being with the Pharmacist from the local outfit when he faxed it over, the supervisor indicated that they had never received it, so therefore weren’t responsible for letting me know anything, and then spun a great tale about how it must have gone into some other fax number, so it wasn’t their problem. While I’m very angry with the situation, this is typical of Express Scripts dealings. I had them for OHI before with my company, and after a couple of years, our company changed to another, more expensive provider, due to all the complaints and disgruntlement with Express Scripts service (or should I say non-service). Even when they coordinate benefits with my OHI, they have been known to hold off paying until the previous Rx fill date was 30 days previously (hoping that I will pay their share?),. They also gave me fits about another Rx for GERD that I went through the whole process of trying all the less expensive alternatives, as that was one of the more expensive options. It took the doctor calling their offices to let them know what the history was that I had tried all the less expensive options before settling on this one. While they provide a legitimate service, their deceitfulness in doing some causes me more than a bit of anguish. After being without an Rx for a week, I now have to play game with the local pharmacy about getting it filled, and will likely have problems as my OHI will cover it, but TriCare (Express Scripts) won’t. Okay, but it just seems like they enjoy palying games, or playing ignorance, with their customers, who typically have almost no recourse if they deny something. I will be mentioning this event to the local US Senator when I meet with her at a public ceremony tomorrow in town. Since I will have her attention, I will discuss this at length, if I can, as she has been a champion of defending military retirees benefits since her original election. However, if you can, please let Expresss Scripts know when you aren’t happy with their service, and pass it along to other officials, so that perhaps we can get a competent pharmacy provider when the TriCare contract comes up for evaluation.
Address: PO Box 52150, Phoenix, AZ Select State/Province USA