Hurricane Harvey continues to affect the coast of Texas and has already resulted in devastating, historic flooding. Our thoughts are with all of our members and their families as they endure these conditions, and we’re here to keep you updated with information on how to access your prescriptions and other medical resources.
Both CVS Caremark and Express Scripts have activated processes that allow for one-time emergency refills of medications for plan participants in the areas affected by Hurricane Harvey.
Express Scripts will replace lost or damaged home delivery prescriptions. Express Scripts will not charge a copay or shipping costs for the replacement prescription once they confirm the order was lost or damaged.
Express Scripts home delivery pharmacy orders can ship to a temporary alternate address. Participants who desire to have their prescription redirected may call the patient care contact center and request their order be mailed to a temporary address. This applies to new orders, refills of existing prescriptions on file with Express Scripts and, in some instances, orders already placed. If a participant is unable to receive their order by mail, Express Scripts can transfer their prescription to a retail pharmacy for dispensing. The retail pharmacy can contact member services for assistance.
CVS Pharmacy, CVS Caremark operations and Omnicare sites are working with TRS health plan participants to ensure medication needs are met. The following is a list of services provided by CVS Health to help assist members affected by Hurricane Harvey:
Participants who have questions about a medication delivery should call Customer Care at the toll-free number on their prescription ID card.
Aetna has opened their Resources for Living services to the community, regardless of whether they are Aetna members or not. Affected individuals can call 1-888-AETNA-EAP (1-888-238-6232) for a telephonic consultation to help cope with the emotional impact of this event or for assistance with finding resources such as shelters, government resources and referrals.
Aetna has also deployed Aetna resources to the Dallas evacuation centers to support the clinical, pharmacy and service needs of affected individuals and are coordinating similar arrangements in Houston.
Humana offers a toll-free crisis intervention hotline and counseling services to any individual who may need assistance in hurricane-impacted communities. Counselors and work/life specialists are available 24 hours a day, seven days a week at 1-866-440-6556 to provide free, confidential assistance to anyone needing help and support in coping with the disaster and its aftermath. Humana is working to make a well-being outreach to participants in some of the most highly impacted communities in Texas and Louisiana to ensure that they have access to the care and services they need. In addition, Humana Provider teams in Texas are communicating with many of the providers in those heavily impacted areas to ensure they are operational and able to provide necessary care to participants.
TRS-Care Medicare Advantage participants with questions or concerns may also contact our dedicated Customer Care team at 1-800-320-9566 (TTY: 711) Monday – Friday, 7 a.m. – 8 p.m., Central time.
If you are a resident of the evacuation zones in Texas or Louisiana, Teladoc is offering free telephonic consults for people impacted by the hurricane. To learn more about the types of conditions treated by Teladoc doctors, and how they can assist you during these times, please visit