Express Scripts レビュー 288

Worst prescription insurance ever!
I am a senior citizen. I have dealt with many different prescription insurance companies in my lifetime. I got on Express Scripts the first of January 2024. Since then I have had more problems with them by far than any other prescription insurance company ever! It takes several calls and escalations to get anything fixed or corrected. They ask for a preauthorization for every new prescription my doctor writes and I don't find out about it until I get to the pharmacy. Then the pre authorizations don't get transmitted but they say the did or sometimes they say one was never processed and it takes several escalations to try to get my medicines which I have never had to go through before my entire life. Several of the problems still haven't been resolved after several tries and I am going without maintenance medications I have been taking for years! If you have any other choice in prescription insurance, for the love of everything Holy, don't use Express Scripts!

Let me tell you about this outsourced place. Utterly and absolutely the worst! I submitted all the documents they needed to verify my dependents. The same documents that I have been using for the last 14 years and now they can't take my marriage license. My wife who has stage 4 breast cancer cannot get her medications now because someone says that's not good enough. Over 14 years of using the same documents. My last two employers took it and now it's not good enough. Another reason why outsourcing is terrible. This may cause me to become very litigious if her health falter's because of their negligence! They're talking about appeals processes, which no one has time to wait on. November 9th, 2023 is when the proper docs were submitted. I hope that they read this and know that this is a big problem and must be dealt with now! I'm just wondering who else is out there having the same problem.

Express/Cigna aggressively promotes itself as the low cost provider to military tricare users which is not true. I have irrefutable evidence of that which i have provided to DHA military IG and House Armed Services Committee which have done nothing. For military Tricare users - just go your down- the- street pharmacy they are far cheaper.

I spend hours and hours of my life on the phone with this company just trying to sort out medications for me and my daughter. Every month or so there is a problem and we have gaps in our medication. I am only grateful that we are not taking some life-saving medications or we might not be here right now. To be fair, the representatives are usually nice and it's not their fault. To a certain extent, it might not even be completely the company's fault. Whoever thought it was a good idea to force people to go from their local pharmacies (I have 4 within a 3-minute's walk) to some far away huge mail order company, with all of the beaurocratic problems and delays with the mail? It's profits before people once again. The consumer always comes last.

My Prescription company (WellCare) just switched from CVS Caremark to Express Script.
CVS was great, Express Script is one of the worst companies I have ever tried to deal with. I say tried to deal with because you can't talk to anyone. When I called, their voice computer told me there was a 50 minute wait leave a number and they will call me back, they did in about 50 minutes. I told the agent what my problem was, she told me she couldn't handle that and that it needed to go to my team. I didn't know I had a team! She said she would transfer me. She put me on hold for 5 minutes then came on and told me there would be about a 10 minute wait. 2 hours and 15 minutes later I hung up. I am now over 3 hours trying to resolve my issue. It still has not been resolved. They tell you to go online and do it. Online you can order med's (money for them) but can't really do much else. I guess the one employee they have is overwhelmed.

Too bad you have to give them at least one star. Customer service is the worst I have encountered in years. I spent over 1hour and 25 minutes being transferred from Wellcare to ExpressScripts for a simple question about a prescription. The last lady I spoke to would not even give me her name as she said, "she didn't want her name written down on a piece of paper"! The rudeness was incomprehensible. The entire experience with them was horrible and I will try to get the prescription portion of my insurance with medicare changed to CVS CAREMARK who has always been so much more helpful.

Incompetence, false truths, inability to communicate and process medication.
I have had a medication in a “stopped” status with Express Scripts since 9/29. The only way for the medication to be filled is if I call in to check availability and then request the prescription to be filled. I have called every 3 days since 9/29.
On 12/6 the medication was available. I was passed to a “resolution” team and advised that my meds were being escalated for processing and I would be receiving them on 1-2 business days! Hurray!
The prescription showed as “processing” for 4 days.
On 12/10, I received an email and Tex that that my prescription was “stopped” due to the medication being unavailable…
I called immediately only to be told that while they were processing my order (on 12/10) they ran out… “they ran out”… of medication I was told I would receive on 1-2 days on the 6th.
I requested a supervisor, I spoke to one who told me “you are probably going to have to work with a smaller pharmacy to get this” and “I have the same issue getting these types of meds”… #1) my insurance requires I go through express scripts, #2) I don’t really care what issues the supervisor has…
The supervisor also advised that the customer service agent has no idea what the fulfillment team ACTUALLy HAS ON HAND. So they can tell 100 people that they will get a medication and only have enough for 10.
So even if I continue to call in every day and start this process over, there is NEVER a guarantee I will receive medication. EVER.
How can this business run this way? Total JOKE.

Horrible communication, make you go for months without medication. Every single month is so incredibly stressful because there are always different issues. They have broken processes and systems, and customer support is never able to help ID the problem. I spend hours on the phone with them each month. I just want my medication delivered every 30 days- the literal purpose of this company. Not that hard. Communicate with customers when there is a problem. Send updates. Provide accurate dates. Don’t start processing 7 days before refill when it takes you 23 days to process and ship! It’s not rocket science guys.

I requested prior authorization for a med. The 1st time I called, the CSR said Express Scripts will fax a form to my doctor's office the same day but doctor's nurse never received the fax. 2~3 days later, I called to follow up, another CSR says she will call my doctor's office the same day right after my call but again, no phone calls or messages. The nurse says she tried to enter information online as ES instructed but the online submission was so difficult and kept giving errors. The need for the med is time sensitive so I 100% trust my nurse's diligence. Any way, the CSRs just lied every time and didn't do what they promised to do. The online status still says it is only on step 1.

My encounters with Express Scripts have been incredibly disappointing. I’ve mostly turned to GoodRx instead due to the prolonged wait times—often a month or more—for approval. Express Scripts tends to contest prescriptions vehemently, creating hurdles for doctors and pharmacies by demanding detailed justifications for medications. My doctor has found it impossble to collaborate with them and strongly suggested seeking alternative prescription coverage through my company. Dealing with Express Scripts has been a distressing ordeal, leading me to give up on any hope of a smoother experience.

On two occasions express scripts has completely failed me. They want to take over your script as a mail delivery but then they leave it as processing for weeks. When you call you get so many different responses…. It’s ready to be shipped , we need info from your doctor etc…. When in all reality everything they told you is all wrong. I have been so misinformed over and over again. I will NEVER allow them to take over any of my scripts for a mail delivery.

Absolute plain incompetence. Letters that direct you specifically to their website or app and when you go to those sites there’s NOTHING about what the letter referenced. Listing of participating pharmacies on a letter with my address that are “near you” that are actually 750 miles away. The company is obviously run by morons who have no clue what they’re doing. Unbelievable bureaucracy. But it’s cheap so your company might force you to use it. Then they make you buy multi-month supplies that YOU then have to store properly and keep fresh and available. More examples of companies putting the work on the consumer to save them money, but do our insurance costs go down as a result?? Of course not. Terrible customer service and experience.

I am in the process of changing my insurance. There is no obvious place to do that on the website, so I called customer service. The woman who answered seemed like she had never heard a question before about how to do an insurance change or where the link on the website was. And she was extra snarky: "I really don't understand what you're looking for, ma'am." When I sorted things out with my insurer earlier, their CS person was amazing - too bad Ann or Anna or Yanna or whatever she said her name was hates her job so much.

Express Scripts appears to me to be the lowest quality pharmacy I have ever had the misfortune of encountering.

How is this company still in business? Do they simply run the cheapest lowest quality possible prescription mail order pharmacy (that appears to run on foreign call centers and robocalls) and win the 'lowest bid' for companies that wish to spend as little as possible on employee prescription benefits?

They call you via robocall, provide no information, pass you to a offshore call centers with non-native English speakers who then ask you for your PII (Personally Identifying Information) , again without context. At this point, I am thinking, "is this an identity theft scam?". After providing your information to someone who knows nothing about your account or medications, you get transferred to another department where someone (again) asks you for the same personally identifying information (full name and date of birth). This person is at least able to pull up your account and tell you (sometimes) what the call is about (e.g. counseling with a pharmacist for a new medication). This 2nd person you speak with (3rd if you count the robocall) cannot do anything either except verify who you are (why didn't they get that info from the 1st person you spoke to?) and pass you to the pharmacist.

Once you get to a pharmacist (after 2-3 other people plus an Interactive Voice Response (IVR) automated phone system) they may actually be able to help you, if you are lucky.

Do Not use Express Scripts. They will not send you your meds. Will give you the run around. I have ran out of my meds more than once. They want me to call the doctor to get more prescription sent to them over and over. I think they must be using the extra prescription to sell on the street. I have 3 refills that I had to call the doctor on 10-20 to ask him to send more prescription. Now they need to have the doctor says yes the prescriptions are ok for home delivery. I mean Express Scripts you are a mail order business. You don't have any retail stores so how else would I get my prescription from you.

This company is no longer efficient. I needed to ask a question and after going through their horrible robot answering system was told I could leave my number and they would call me back when someone was available to talk. So they call me back and a robot tells me to wait on hold while they assist other customers! What the hell!? And they’re always having to check with the doctor on refills. They’re driving me nuts!

They will not coordinate benefits even when they are the primary pharmacy for BOTH insurances.
In this case Cigna and Tricare Prime. Yes, another company that shafts Veterans

IF I COULD GIVE NEGATIVE STARS I WOULD. EXPRESS SCRIPT INTENTIONALLY REFUSED TO GIVE ME MY NARCOTIC MEDICINE TIMELY. AFTER MY DUE DATE AND I AM NOW IN WITHDRAWL. 2 YEARS GETTING MY RX AT PHARMACY AND THEN THEY AUTOMATICALLY PUT ME IN DELIVERY BUT FAILED TO GIVE ME MY NARCOTIC ON TIME. STILL WAITING AND SICK RIGHT NOW. DISGUSTED THEY DONT CARE AND NEITHER DOES THE INSURANCE COMPANY.

How can a company call themselves Express scripts when it takes them over 2 weeks to get a prescription delivered to you. When you're in the military you basically get harassed to use Express scripts every time a prescription goes through a normal pharmacy, but now that I have switched over I wish I never did. This place is a joke it is so mismanaged I have no idea how they even keep in business. While the people on the phone are very nice it seems that there is no standard for quality care at Express Scripts. I have been trying to get a prescription filled for over a month now, and when something is out of stock they cancel your order. So you have to continue to call back and have them check on the availability of all pharmacy items. They never reach out to the provider; you always have to serve as the middle person to get anything taken care of.

Prior to this my experience with them was great. With my last refills whoever packaged them forgot my thyroid meds... So I called to have them replace it and was told some excuse due to DOD policy - they'd need my provider to call in another prescription. This was done yet they were filling the order for generic which I don't use. So I call once more and this time I'm told "We're sorry, we will replace the initial order". So the clowns I spoke to on my first call were simply lazy and giving me BS excuses on why they can't do a thing. Seven days later DHL has just received the package; they knew their mistake had denied me medication for which I am on for life and then, when they did replace it and ship it, they sat on it for another week before getting it off to DHL. Given how all this went it's probably a safe guess to assume that they are having this refill shipped ground now as well. Now my thyroid levels are all off. This all stems from one individual lacking attention to detail when filling orders and the others at the call center being both incompetent as well as lazy.