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Teachers Retirement System

 Hurricane Harvey: Medical Resources and Prescription Refills

Aug. 31, 2017

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.

Prescription Refills

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.

  • Active employees: CVS Caremark 1-800-222-9205 (option 2)
  • Retirees: Express Scripts 1-877-680-4881 through Aug. 31, 2017 for non-Medicare participants
    • CVS Caremark beginning Sept. 1, 2017 for non-Medicare participants 1-844-345-4577

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:

  • As of Aug. 29, approximately 180 stores are closed and 600 stores are open in affected areas.
  • CVS Pharmacy has been reaching out to pharmacy patients via text message and email to remind them to refill prescriptions and keep medications with them.
  • Customer Care/Pharmacy Help Desk is processing emergency refills for a 10-day supply of medication for plan members impacted in these areas.
  • Automated outbound calls will be made to members whose orders are being held due to weather, and will continue to do so as members are identified. CVS Specialty Operations is making calls to impacted patients and calling patients with urgent needs first. CVS has enlisted couriers so if someone is in an urgent situation, they will work with the Red Cross, local hospital or local pharmacy to assist that person.
  • CVS Caremark is also currently setting up pharmacy desks at shelters throughout the area and will station a mobile pharmacy in Houston where participants can pick up prescriptions, purchase over-the-counter products, and get vaccinations.
  • CVS Stores in the affected areas will be stocked with extra supplies of batteries, bottled water and other items. Some stores may limit purchases to help maintain inventory.

Participants who have questions about a medication delivery should call Customer Care at the toll-free number on their prescription ID card.

TRS-Care resources for all people impacted by Hurricane Harvey

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.

TRS-Care Medicare Advantage participants

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