Frequently asked questions

2-factor authentication

What is 2-factor authentication and why is it necessary?

We want to be sure you’re protected on every device you use, whether that’s your mobile phone, tablet, desktop or laptop.

That’s why it’s important to set up 2-factor authentication.

For example, if someone does get your password, they won’t be able to access your account with 2-factor authentication because they will need to know the code sent to you.

Can I opt out of 2-factor authentication?

No. This is an important part of your account security, and it only takes a few minutes to complete before signing in.

Can someone help me set up 2-factor authentication?

Yes. We have a team of experts who can help.

Please call us at 855-255-9315 (TTY: 711), Monday – Friday, 8 a.m. – 11 p.m., Eastern time, and Saturday 8 a.m. – 6:30 p.m., Eastern time.

We’ve also created a short article to walk you through setting up 2-factor authentication.

What should I do if I didn’t receive my code?

If your code was sent to you via email, check your spam folder.

If you didn’t get a text or email within 5 minutes, you’ll need to request another code by selecting the “Resend Code” link when you’re setting up 2-factor authentication.

Why am I getting an error message that my code is invalid?

Each code expires after 5 minutes, so you may get an error message if you use an expired code.

To request a new code, select the “Resend Code” link when you’re setting up 2-factor authentication.

Why am I getting an error message about my email address?

You must use an email address that is unique to you. You can’t use an email address that is used by another member.

 

Top 10 FAQ

How do I submit a new prescription to Humana Pharmacy®?

There are 3 ways that you can start a new prescription request with Humana Pharmacy: online, by phone or by mail.

Online: Simply sign in to your Humana Pharmacy account and select “Start a new prescription” from the home page. Enter your prescription details and your prescriber’s information if necessary, and submit. If you have a MyHumana account, your username and password can be used to sign in to your Humana Pharmacy account. 

Phone: Call our toll-free automated system 24 hours a day, 7 days a week at 1-800-379-0092. If you use a TTY, call 711. Follow the directions and submit your new prescription request by phone. 

Mail: Download the Registration and Prescription Order Form and mail to:

Humana Pharmacy
P.O. Box 745099
Cincinnati, OH 45274-5099

Be sure to include the following items:

You should expect your medicine 7–10 business days after we contact and receive confirmation from your prescriber.

Can I transfer a prescription from my pharmacy to Humana Pharmacy?

Yes, you can! It’s easy and simple to transfer your prescription to Humana Pharmacy, and you may even save money.

You can transfer prescriptions to Humana Pharmacy online, with our mobile app, by phone or by mail.

Online: Simply sign in to your Humana Pharmacy account. From there, you can begin the transfer process by selecting “My Transfers” from the drop-down menu. From there, select “Show me,” and then follow the prompts to transfer your prescription. If you have a MyHumana account, your username and password can be used to sign in to your Humana Pharmacy account.

Mobile app: Download our Humana Pharmacy app from the iTunes App Store or Google Play. You can complete your transfer prescription request by selecting “Transfer Rx as guest” from the home screen or by signing in to the app. In both cases, you’ll be asked to take a photo of your prescription label and verify your prescription information before completing your transfer request.

Phone: Call our toll-free automated system 24 hours a day, 7 days a week at 1-800-379-0092. If you use a TTY, call 711. Follow the directions and transfer an existing prescription request by phone.

 

Mail: Download the Registration and Prescription Order Form and mail to:

Humana Pharmacy
P.O. Box 745099
Cincinnati, OH 45274-5099

Be sure to include the following items:

You should expect your medicine 7–10 business days after we contact and receive confirmation from your prescriber.

How do I refill a prescription with Humana Pharmacy?

Choose 1 of the following ways to order your Humana Pharmacy refills:

Go online: If you have your prescription number(s), you can refill your prescriptions right on the Humana Pharmacy online homepage. Otherwise, you can sign in to your account using your MyHumana or Humana Pharmacy username and password. You’ll be taken to your prescription dashboard or home page. From there, simply select the “Refill” button next to your prescription and follow the prompts to complete your order.

We’ll call you: For your convenience, Humana Pharmacy will notify you by phone when a refill becomes available. Follow the instructions and submit your refill order by phone. Then complete the following steps:

  • Say "yes" or "no" to each medication name available for refill.

  • Verify or enter your credit or debit card.

  • Confirm your shipping address.

Call us: Use our toll-free automated system 24 hours a day, 7 days a week at 1-800-379-0092. If you use a TTY, call 711. Follow the directions and submit your refill order by phone.

By mobile app: Download our Humana Pharmacy app from the iTunes App Store or Google Play. Once you sign in, you should see which medicine has available refills on the dashboard, at the top of the page. Select the medicine you’d like to refill and then select “Add to cart.” Once you’re in the cart, you can review your order and select “Place order” to order your refills.

How long does it take to receive my medicine through the mail?

New prescriptions generally take 7–10 business days to process and securely ship to your home after we receive confirmation of your prescription from your prescriber. For refills, it can take as little as 5–7 business days for you to receive your medicine.

Please note: If we have to contact you or your prescriber about your order, delivery may take longer.

What drugs are covered by my plan?

To see which drugs are covered by your plan, sign in to MyHumana and select “Drug pricing tool” under the Tools & Resources section at the bottom of the page. You’ll be able to check coverage and cost of a drug by providing the drug name, strength and dosage.

Can I order over-the-counter (OTC) products with Humana Pharmacy?

It depends on the type of healthcare plan you have. Some Medicare Advantage plans include an over-the-counter (OTC) Health & Wellness benefit allowance that lets you order a variety of OTC products such as pain relievers, cold medicine, vitamins and more. To see if you have this benefit, sign in to your Humana Pharmacy account and you’ll see “Over the Counter (OTC) Supplies” under “Shop OTC & Supplies.”

Learn more about OTC products

View the full OTC catalog and order form

How do I pay for my medicine or an outstanding balance?

During the process of transferring a prescription, starting a new prescription request, or refilling a prescription, you’ll have the ability to add your payment information to the order and to your account. Humana Pharmacy accepts health savings account (HSA), flexible spending account (FSA), Visa®, MasterCard®, Discover®, and American Express® cards. You can add your payment information online, on the Humana Pharmacy mobile app, or over the phone.

If you are in a situation where you have an outstanding bill to pay, choose 1 of these options:

Online: Sign in to your Humana Pharmacy account and select the "Outstanding balance" link from your dashboard.

Mobile app: Sign in to the free Humana Pharmacy app and select the “Account” tab at the bottom of the screen. From there, you can edit or add a debit or credit card to your account.

Phone: Call our pharmacy at 1-800-379-0092 (TTY: 711), Monday through Friday, 8 a.m. to 11 p.m., and Saturday, 8 a.m. to 6:30 p.m., Eastern time.

 

If you have a specialty medicine, we’ll contact you by phone to discuss payment options.

What’s the process for cancelling an order?

If you need to cancel an order, please contact our pharmacy as soon as possible.

Humana Pharmacy
1-800-379-0092 (TTY: 711)
Monday – Friday, 8 a.m. to 11 p.m., Eastern time
Saturday, 8 a.m. to 6:30 p.m., Eastern time

Humana Specialty Pharmacy 
1-800-486-2668 (TTY: 711)
Monday – Friday, 8 a.m. to 11 p.m., Eastern time
Saturday, 8 a.m. to 6:30 p.m., Eastern time
 

How do I check my order status?

Here are 3 easy ways to see the most up-to-date information about your prescription order:

Online: Sign in to your Humana Pharmacy account to see your order status and to track your shipment. If you don’t have your username and password handy, you can check order status without signing in by selecting “Order status” from the home page.

Mobile app: Download the free Humana Pharmacy app and sign in using your Humana Pharmacy or MyHumana username and password. Select “Orders” on the bottom of the screen to see the latest updates with your medicine orders.

Phone: Call 1-800-379-0092 (TTY: 711) any time and state the intent of your call as order status to be provided with status of all orders placed in the last 2 weeks.

Please note the automated option is not available for specialty orders. Specialty members call 1-800-486-2668 (TTY: 711), Monday – Friday, 8 a.m. to 11 p.m., or Saturday, 8 a.m. to 6:30 p.m., Eastern time.

What is specialty medicine and can I receive it through Humana Pharmacy?

Humana Specialty Pharmacy®, a division of Humana Pharmacy, offers medicine to treat chronic and complex conditions, such as: alpha-1 antitrypsin deficiency, anemia/neutropenia, cancer, enzyme replacement, growth hormone deficiency, hemophilia, hereditary angioedema, HIV, hepatitis C, infertility, multiple sclerosis, osteoarthritis, osteoporosis, pulmonary hypertension, rheumatoid arthritis, psoriasis and RSV.

Like Humana Pharmacy, Humana Specialty Pharmacy offers customers safe and secure shipment of medicine straight to your door, and we’ll work with you to go over the best financial options and assistance for the medicine you’ve been prescribed.

Learn more about Humana Specialty Pharmacy on HumanaPharmacy.com