Why your prescription orders might get delayed

Man opening his prescription package

Ordering your prescription should be fast and easy, right? And it is, but there may be times when the pharmacy needs more information from you or your doctor to proceed with your order. 

Delayed orders can be caused by a number of factors—from needing to confirm your mailing address to getting approvals. Here are some possible causes for delays: 

  • Outstanding balance: Your order can get delayed if you have an unpaid balance with the pharmacy. It’s best to pay this off as soon as possible. There are many ways to pay your bill—by phone, online or with the mobile app. 
  • High copay amount: If your order exceeds the amount you’ve set as your maximum copay amount, we’ll hold it until we receive approval from you that it is OK to proceed.
  • Credit card updates: Sometimes the credit card we have on file for you is declined or has expired. In this case, we’ll need you to update your credit card before processing the order.
  • Verifying shipping address: We want to make sure we send your prescription to the right address, but sometimes we have more than 1 address on file. When this happens, we need you to verify the correct shipping address before we can proceed.
  • Need authorization: Some medicines require additional approvals from your insurance, such as Humana, to ensure they are covered under your prescription drug plan. This is called “prior authorization” and may cause some delays while we await approval.
  • Unable to contact doctor: If we need more information about your prescription, we make multiple attempts to contact your doctor. But if we’re unsuccessful, delays may occur. When this happens, we may ask you to contact your doctor directly to proceed with your order.
  • Medicine is not covered: If the medicine is not covered under your prescription drug plan, we’ll need your approval before we can ship the order, since you would need to pay the full price of the medicine.

Most prescription orders are processed smoothly. You should receive your medicine within 5–7 days for a refill or for a new prescription it may take 7–10 days after we receive it from your provider. But when delays occur and we need more information from you, you’ll receive either a phone call or an email that “action is required,” depending on how you’ve set your communication preferences. If you need help setting up your preferences, read step-by-step instructions on how to update them online.

Many of the issues are easily resolved online without needing to call, but if you need to talk to a Customer Care specialist, call us at 800-379-0092, Monday to Friday, from 8 a.m. to 11 p.m. and Saturday, from 8 a.m. to 6:30 p.m., Eastern time. 

Humana Pharmacy strives to make your medicines as safe as possible, so we take every precaution to ensure all orders are accurate and complete. 

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