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Frequently Asked Questions

To contact CVS Specialty, just call toll-free 1-800-237-2767.

Whether you're a new plan member or currently enrolled, you can always call CVS Specialty for help.

Please choose a category below to see related questions and answers.

About this site

Why should I register?

Registering for online access makes it easy to manage your prescriptions. All your information is available to view in one place. Using our website or mobile app, you can refill prescriptions, choose whether to ship them to your home or a CVS Pharmacy, then track your shipments. You can also make one-time payments, set up repeating payments, and view your order and payment history.

How do I register?

You only need to provide your CVS Specialty information, create a password and confirm your identity (to protect your privacy). Once registered, you only need your email and password to sign in the next time.

Can anyone register for online access?

If you’re a CVS Specialty customer with an active or recent prescription, you can sign up.

I need help registering.

We’d be happy to help you, anytime. Just give us a call toll-free at 1-800-237-2767.

Why do I have to answer security questions to register?

Security questions are used to help us verify your identity. If you forget your password or accidentally lock out your account, you will be required to successfully answer one of your security questions before you can reset your password and log in. This is done to ensure you keep your account and personal information secure.

Can I register online if I don't have an email address?

No. An active email address is required to register and create an account. We will use this email address to send you important information related to your account.

How do I update my email address?

You can update your email address by visiting My Account and clicking on the “edit” link.

How do I change my password?

Update your password and/or security questions by visiting My Account and clicking on the “edit” link.

Which Internet browsers do you support?

We support these browsers for desktop and laptop PC users:
• Microsoft Internet Explorer 8.0, 9.0, 10.0 and 11.0
• The two most recent versions of Google Chrome
• The two most recent versions of Mozilla Firefox

We support these browsers for desktop and laptop Mac users:
• The two most recent versions of Apple Safari
• The two most recent versions of Google Chrome
• The two most recent versions of Mozilla Firefox

Why doesn't this website work well in Internet Explorer 8?

While we support IE 8 internally, Microsoft stopped supporting both IE8 and Windows XP in April 2014. As a result, web pages don’t always look good or function properly in IE8.

If you can upgrade your PC to a newer version of Windows and a newer version of Internet Explorer, we suggest you upgrade. If you must use IE8, make sure you are not using compatibility view settings for cvsspecialty.com. You can check this under the Tools menu of the browser.

Prescriptions and refills

How many refills do I have left?

The number of refills left is listed on the “My Specialty Prescriptions” page.

Can I refill all of my prescriptions at once?

Yes. To refill all of your available prescriptions, just select “Refill All” at the top of the “My Specialty Prescriptions” page.

I don't see the prescription that I want to fill. What can I do?

If it’s an active prescription, it may not be ready to refill yet. If so, you’ll see it listed under “Recent Prescriptions.” If you still can’t find it, give us a call toll-free at 1-800-237-2767.

Which prescriptions can I refill online?

It has to be an active prescription that’s ready for refill. If you’ve registered for online access, you’ll see these prescriptions listed under “My Specialty Prescriptions” – and they’ll be noted as “Ready for Refill.” Recent prescriptions you’ve ordered before that aren’t yet ready to be refilled will appear as “Recent Prescriptions.”

If the prescription status reads “Please call for refill,” your prescription requires special handling and we are unable to fill it online. In that case, call us toll-free at 1-800-237-2767.

Can anyone refill prescriptions online?

You can refill them online if you’re a CVS Specialty customer; you’ve registered for online access; and you have eligible prescriptions.

How do I track my order?

You can track prescription orders on your prescription homepage after you have signed in. Once an order has a tracking number, you can click on a link to the shipper’s website for more information. It may take additional time for shipping details to appear.

How do I order the supplies I need?

CVS Specialty will automatically include all of the necessary supplies with your order.

Can medications be returned?

Pharmacy policy prohibits the return and restocking of medicines. More specifically, such products will not be accepted for return or exchange by a pharmacist or pharmacy after they have been sold, distributed or dispensed.

CVS Specialty delivers products according to the prescription from your doctor. We cannot issue credit for excess stock or for unused products resulting from a prescription change after delivery. Therefore, it is very important that you adhere to the medication instructions as prescribed by your doctor. We also ask that you provide accurate information regarding your inventories of supplies and medication at the time deliveries are scheduled.

Insurance

How does the insurance process work?

CVS Specialty will file claims with your insurance company. We will call your insurance company to learn what is covered and the paperwork needed. If a claim is denied, we will work to get it approved for you.

How do I find out how much my insurance has paid and how much I need to pay?

We will send you a patient statement to show if there is activity on your account, including any balance that you may still need to pay. Your insurer may also provide you with an explanation of benefits (EOB) report to describe which services were covered and how much was paid. If you have any questions, please get in touch with your CareTeam.

We will file all claims with your insurance carrier. Thinking about changing insurance plans? We can help answer your questions as you make your choice.

What should I do if my insurance changes?

Call your CareTeam as soon as you know of any changes. We will check your new benefits to find how much of your drug will be covered. Many insurance companies need to give their permission ahead of time. This can take as long as 30 days. Be sure to let your CareTeam know as soon as possible to avoid a delay in getting your medication.

What do I do about health benefits if I lose my job?

If you lose your job, you can sometimes keep your policy with your employer for 18 months. You will have to pay the insurance company to keep the coverage. This benefit is often called COBRA (Consolidated Omnibus Budget Reconciliation Act). You must get this benefit within 60 days after you stop working. Another option is to ask for coverage under a state program or short-term medical insurance policy to cover you between jobs. Check with your Human Resources Department for additional details on these programs.

It is very important to stay in touch with your CareTeam if you are anticipating or experiencing any changes to your health benefits.

How can I speed up the reimbursement process?

If you have a prescription card or other insurance, please let us know when you place your order.

If we ask for information about your insurance, please reply quickly.

If we ask you to call your insurer, please do so right away.

Make sure you understand your medical and prescription benefits, as well as your financial responsibility.

Payments

When will I find out the cost of my order?

When refilling your prescription online, on our mobile app or by phone, you can receive an estimate of your cost before completing your order. The price of your medication may change slightly due to pricing fluctuations.

When will my payment post to my account?

It may take a few days for the charge to be processed and reflected in your account balance. You will receive a receipt with the payment confirmation number by U.S. mail.

What if I don't want to pay the full balance right now?

You don’t have to pay in full when paying online. To make a one-time payment, you only need to pay at least one-third of your balance. 

Can I set up repeating payments?

Yes, you can. First you must pay your balance in full, and the payment must be processed. Then you can set up a repeat payment schedule and choose the amount and timing of your payments.

I set up a repeating payment. Why does my account show a balance?

It takes a few days for payments to be processed and reflected in your account balance. It’s possible that the payment has been scheduled but not processed, or that the deduction is scheduled for a future date. Please wait a few days making another payment or calling Billing. 

Why can't I make an online payment with my drug manufacturer's credit card?

Manufacturer credit cards require special handling. Please call Billing toll-free at 1-800-250-9631 to make payments with these cards.

Do I need to order prescriptions to pay an outstanding balance online?

You may sign in to view and pay your balance online at any time.

If my account shows a credit balance, will it be applied to my account?

A credit balance cannot be automatically applied to your account. You can ask for a refund by calling Billing toll-free at 1-800-250-9631.

Where can I find my account balance?

You can see your account balance online at any time if you create an account. In addition, you may choose to receive emails and/or text messages when your balance is due. Call Billing toll-free at 1-800-250-9631 to ask about signing up for these notifications.

What forms of payment does CVS Specialty accept?

For online payments, we accept VISA® credit/debit cards, MasterCard® credit/debit cards, American Express®, Discover® or an electronic checking or savings account. If you pay by mail or over the phone, we also accept a copay assistance or drug manufacturer's credit card, checks and money orders.

My account

What is a specialty pharmacy?

A specialty pharmacy is a provider of complex medications for complex health conditions. In addition to that, CVS Specialty also helps people manage their health. Medications handled by a specialty pharmacy may be:

  • Injected or infused
  • High-cost
  • Have special delivery and storage requirements, such as refrigeration

If I recently moved, do I use my new address to register?

Please use the most recent address that is on file with CVS Specialty. If you need to update information in your account, please call us toll-free at 1-800-237-2767.

What will CVS Specialty do with my email address?

We value your privacy and never give or sell any identifiable information about you to other companies for their marketing purposes.

How do I make a complaint?

If you have a complaint or concern about the care you are receiving, please contact the manager at your designated CVS Specialty pharmacy. If the designated CVS Specialty pharmacy does not handle your issue to your satisfaction, you can call toll-free 1-800-237-2767 and ask for the Department of Performance Improvement. CVS Specialty is committed to providing the highest quality of care available to patients. In a continuing effort to improve our services, you may be contacted by a third party for the purpose of assessing your satisfaction with our services. If you believe that you have pertinent and valid information regarding the services provided by CVS Specialty, you may call the Joint Commission toll-free at 1-800-994-6610 or write to The Office of Quality Monitoring, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL 60181.