ExpresScripts Complaint - How do you complain when ExpressScript doesn't respond

Review by MKinMN on 2010-02-18
MARYLAND HEIGHTS, MISSOURI -- The sega started about 3 weeks ago when I mailed my prescriptions to Express Script. I am still waiting for them to process my prescriptions. Apparently the post office shredded my prescriptions but delivered them to ExpressScript. ExpressScript mailed them back to me with a letter. The shredded prescription had my name and phone number on them. Rather than call me so I could call the doctor and have them resent they mailed them back to me wasting over a week. Monday 2/15/10 I called ES to see if they received a fax from my doctor with the prescriptions. ES said they didn't and said they would contact the doctor and get the prescription and it would take 2 days. Today 2/18/10 (day 4) I called when I didn't receive and email from ES. After about 6 minutes on the phone they told me they still didn't have them.

I then asked who I could complain to and the representative said she couldn't tell me. GRRRRRRRRRRRRRRRRRRRRRRR
Comments:1 Replies - Latest reply on 2010-02-18
Posted by goduke on 2010-02-18:
You have 4 basic paths:

Internal at ESX -- call, ask to speak to the agent's supervisor, and if you don't get relief, ask (very calmly) to speak to the next higher up. Unless you are at the CEO, there's always a next higher up.

Your benefits coordinator -- assuming you are getting your benefits through an employer (and not purchasing the coverage directly), go to the HR person(s) in charge of benefits and raise a stink. They hate dealing with it. ESX hates dealing with them. They will both work to make the pain stop.

Your state attorney general -- always a good resource, but resolution will come slowly (weeks). But it gets the problem on the radar of the OAG's office, and they love to go after insurance companies.

The agency in your state which governs insurance. In Missouri, it's the Missouri Dept of Insurance ( ). The regulate these guys and keep them honest.

Good luck!

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