Prescription Mail Service Pharmacy

We know how important it is to have your medications when you need them. That’s why your prescription benefit plan, administered by CVS Caremark, includes a mail-order pharmacy service.  This is good for maintenance drugs, like those for high blood pressure, that you take regularly for long-term conditions. CVS Caremark Mail Service Pharmacy, our designated network mail order pharmacy, will deliver them to you at no extra cost. 

Why should I use a mail-order pharmacy service?

Mail delivery saves you time and trips to the pharmacy, and may save you money. With mail service, you can receive up to a 100-day supply of medicine. So you can spend less time thinking about getting your prescriptions and more time doing the things you enjoy.  For urgent needs, such as an antibiotic for a sudden infection, you should use a local, network retail pharmacy.  If a medication is not available through our mail-order service it’s marked as “NM” in our drug formulary list. To review our formulary list, visit our Part D formulary page cloverhealth.com/formulary.

Safety and peace of mind
Our priority is making sure prescriptions are filled safely. Licensed pharmacists at CVS Caremark Mail Service Pharmacy carefully review your order to help make sure it’s correct and safe before they ship it to you. If you have concerns or questions about your medications, they’re available with answers 24 hours a day. Our discreet packages are tamper-proof, weather-proof, and, if needed, temperature-controlled. With the right supply of medication always on hand, you are less likely to miss a dose.

Convenience
Your medications are delivered by mail to your home or anywhere you choose, with standard shipping at no cost. That means no more monthly trips to the pharmacy, and when you sign up for automatic refills, you won't need to keep track of refill schedules either. Plus, CVS Caremark will also keep you informed with status alerts sent by email, phone, or text, depending on your communication preferences. Keep in mind that you’ll need your doctor’s authorization for 100-day fills—and restrictions apply for certain medications.

Flexibility
Manage your medications anytime, anywhere using the Prescription Web Portal by Caremark, available on the My Clover member portal. To access My Clover member portal, click on the purple "My Clover" button in the top right-hand corner of the screen.

Mail service pharmacy FAQs:

What happens when my prescription is received?

• Once your prescription order is received, CVS Caremark mail service pharmacy will review it to make sure they have all the information they need. They’ll contact you or your doctor if anything is missing. 
  • For a new mail-order prescription
    • If you ordered it, it will be shipped as soon as it's processed. Please make sure they have your payment information to avoid delays.
    • If your doctor sent it, CVS Caremark mail service pharmacy will confirm if you have used our mail service in the last 12 months. If you have, they’ll ship the order as soon as it’s processed. If you have not, they’ll need your approval to ship it.
  • For a refill
    • They’ll ship it as soon as it's ready. Please make sure your payment information is on file.

How long does it take for my prescriptions to arrive by mail?

• Usually, a mail-order pharmacy order will be delivered to you in no more than 10 days from the time CVS Caremark mail service pharmacy receives your order. Call the CVS Caremark number on the back of your Clover member ID card if you didn’t receive your shipment. 
• You can check the status of your order and see if additional information is needed to process and ship your prescription order by accessing the Prescription Web Portal by Caremark on the My Clover Member Portal.

What could cause a delay in your order?

• Your consent to ship the order may not be on file.
• Your payment information may be required.
• CVS Caremark mail service pharmacy may not have received a timely response from your doctor when they reach out with a question.
• Medication may need a prior authorization and your doctor will need to be contacted.
• Severe weather conditions could be affecting mail delivery.
• Medication may be temporarily out of stock due to a backorder or national shortage.
• New prescriptions sent by the doctor which may require your approval before shipping. 

CVS Caremark mail service pharmacy proactively informs patients when there may be an unexpected delay impacting your mail order. To set your communication preferences, call the CVS Caremark Customer Care number on the back of your Clover member ID card or log into My Clover member portal and access the Prescription Web Portal by Caremark.

If, at any time, your mail order is delayed, you can contact CVS Caremark Customer care for help.

How do I start automatic refills?

• To set up automatic refills and renewals, call CVS Caremark Customer Care at the number on the back of your Clover member ID card or log into My Clover member portal and access the Prescription Web Portal by Caremark.
• You’ll need to:

1. Select which medications you’d like automatically refilled. 
2. Set up your payment method. 
3. Choose how you’d like to receive messages about your refills (email, automated phone, or text message).

How do automatic refills work?

• With automatic refills, CVS Caremark Mail Service Pharmacy will start to process your next refill automatically when the records show you should be close to running out of your prescription.
• With automatic renewal, CVS Caremark Mail Service Pharmacy will contact the prescriber to renew prescriptions before they expire.
• CVS Caremark Mail Service Pharmacy will contact you to make sure you still need the prescription filled. You will have the option to cancel the scheduled refill or renewal if you don't need it. You will have ten days to change or cancel your automatic order. If we’ve not heard from you after ten days, your order will be processed.
• You'll also receive updates on your order via your preferred method—email, automated phone, or text message.
• Please note that some prescriptions can’t be automatically refilled, such as controlled substances and specialty medications. 
• Call CVS Caremark Customer Care at the number on the back of your Clover member ID card or log into My Clover member portal and access the Prescription Web Portal by Caremark to:
  • If you no longer want to use the automatic refill and renewal program
  • If you have questions about the automatic refills and renewals program or any alerts you've received

Are there other ways to have my prescriptions delivered to my home?

• CVS Caremark Mail Service Pharmacy is our designated network mail order pharmacy. 
• Some retail pharmacies in our network offer home delivery services. These may include same-day, next-day, or standard delivery options depending on your location.
• Delivery is often done through trusted couriers or pharmacy delivery drivers.
• You can check with your local pharmacy to see if they provide home delivery, what delivery options are available to you, and if there is an additional cost for this service.

Refer to chapter 5 in your Evidence of Coverage to learn more about the automatic refill and renewal programs.