Frequently asked questions

 

 

About our name change

As of June 2022, Humana Pharmacy and Humana Specialty Pharmacy are now CenterWell Pharmacy and CenterWell Specialty Pharmacy. We’ve changed our name to reflect our commitment to putting you (our customer) at the center of everything we do.

If your health insurance was provided by Humana prior to the pharmacy name change, it is still being provided by Humana.

CenterWell Pharmacy and CenterWell Specialty Pharmacy are still owned by Humana and your medications will be handled with the same great care by the team that knows you.

CenterWell Pharmacy, formerly Humana Pharmacy, is your online, mail-delivery pharmacy that helps you manage your maintenance prescription medication with convenient delivery to your home or location of your choice.

CenterWell Specialty Pharmacy, formerly Humana Specialty Pharmacy, is your online mail-delivery specialty pharmacy. CenterWell Specialty Pharmacy offers prescription medication to treat chronic and complex conditions such as cancer, hepatitis C, HIV, rheumatoid arthritis and many more.

Like CenterWell Pharmacy, CenterWell Specialty Pharmacy offers customers safe and secure shipment of medicine straight to your door, and we’ll work with you to go over the best financial options and assistance for the medicine you’ve been prescribed.

Learn more about CenterWell Specialty Pharmacy on CenterWellPharmacy.com

Yes, CenterWell Pharmacy and CenterWell Specialty Pharmacy are brands of Humana Inc.

Your medications will be handled with the same great care by the team that knows you. Your medications will now come from CenterWell Pharmacy or CenterWell Specialty Pharmacy, formerly Humana Pharmacy and Humana Specialty Pharmacy. The only thing changing is the name on your prescription label, order packaging, paperwork and communications.

No. As part of the name change, your prescriptions will automatically come from CenterWell Pharmacy or CenterWell Specialty Pharmacy. There will be no delays or disruption with your prescription orders, and you will continue to receive your medications as you did before.

If you are paying by check or money order, please make the payment out to CenterWell Pharmacy.

Simply visit CenterWellPharmacy.com, use the CenterWell Pharmacy mobile app or call Customer Care to update your order.

There will be no delays or disruption with your prescription orders, and you will continue to receive your medications as you usually do.

As part of the name change, we’ll update your prescriptions from Humana Pharmacy/Humana Specialty Pharmacy to CenterWell Pharmacy/CenterWell Specialty Pharmacy, so there is nothing for you to do or worry about.

Yes, we have a team of 600+ experienced pharmacists you can talk to—from the comfort of your home. We provide you full access to speak to a pharmacist during our normal business hours. You can also speak to a pharmacist for any urgent questions or concerns you may have about your medications 24 hours a day, 7 days a week.

In June, if you visit HumanaPharmacy.com or use the Humana Pharmacy mobile app, you’ll be redirected to the new CenterWell Pharmacy website and mobile app. You can also continue to use the same Customer Care numbers that you use today.

No, we let all of our prescribers know of the change. However, after June, you may want to remind your prescriber to send new prescription orders to CenterWell Pharmacy or CenterWell Specialty Pharmacy.

If you are paying by check or money order, please make the payment out to CenterWell Pharmacy or CenterWell Specialty Pharmacy.

Please note, any insurance premium payments should continue to be addressed to Humana. All insurance premium checks should continue to be made out to Humana.

The change to CenterWell Pharmacy and CenterWell Specialty Pharmacy does not determine the cost of your prescription medications. The actual cost of your medications is determined when they’re processed. It’s based on your pharmacy benefits and the specific quantity, strength and dosage of the medicine.

No, and your username and password will stay the same.

No need to download a new app. If you have Automatic Downloads (iOS) or Auto-update apps (Android) turned on, we’ll automatically install the new version of your app. If your auto-update feature is turned off, you’ll see a message asking you to update when you open the Humana Pharmacy app. When your app updates to CenterWell Pharmacy, just sign in as normal! Your username and password will be the same.

Yes, depending on your plan, you can still order your OTC products online from CenterWell Pharmacy. Your OTC balance will stay the same. To see if you have this benefit, sign in to your CenterWell Pharmacy account and you’ll see “Over the Counter (OTC) Supplies” under “Shop OTC & Supplies.”

Learn more about OTC products

View the full OTC catalog and order form

 

 

About 2-factor authentication

We want to be sure you’re protected on every device you use, whether that’s your mobile phone, tablet, desktop or laptop.

That’s why it’s important to set up 2-factor authentication.

For example, if someone does get your password, they won’t be able to access your account with 2-factor authentication because they will need to know the code sent to you.

No. This is an important part of your account security, and it only takes a few minutes to complete before signing in.

Yes. We have a team of experts who can help.

Please call us at 855-255-9315 (TTY: 711), Monday – Friday, 8 a.m. – 11 p.m., Eastern time, and Saturday 8 a.m. – 6:30 p.m., Eastern time.

If your code was sent to you via email, check your spam folder.

If you didn’t get a text or email within 5 minutes, you’ll need to request another code by selecting the “Resend Code” link when you’re setting up 2-factor authentication.

Each code expires after 5 minutes, so you may get an error message if you use an expired code.

To request a new code, select the “Resend Code” link when you’re setting up 2-factor authentication.

You must use an email address that is unique to you. You can’t use an email address that is used by another member.

 

 

Our other top FAQs

There are 3 ways that you can start a new prescription request with CenterWell Pharmacy: online, by phone or by mail.

Online: Sign in to your CenterWell Pharmacy account and select “Fill a new prescription” from the home page. Enter your prescription details and your prescriber’s information if necessary, and submit. If you have a MyHumana account, you'll use the same username and password to sign in to your CenterWell Pharmacy account. 

Phone: Call our toll-free automated system 24 hours a day, 7 days a week at 800-379-0092 (TTY: 711). Follow the directions and submit your new prescription request by phone. 

Mail: Download the Registration and Prescription Order Form and mail it to:

CenterWell Pharmacy
P.O. Box 745099
Cincinnati, OH 45274-5099

Be sure to include the following items:

You should expect your medicine 7–10 business days after your prescriber confirms your prescription.

Yes, you can! It’s easy and simple to transfer your prescription to CenterWell Pharmacy, and you may even save money.

You can transfer prescriptions to CenterWell Pharmacy online, with our mobile app, by phone or by mail.

Online: Sign in to your CenterWell Pharmacy account. From there, you can begin the transfer process by selecting “Transfer Rx” from the drop-down menu under “My Rx”. If you have prescriptions available to transfer, select “Show me,” and then follow the prompts to transfer your prescription. If you have a MyHumana account, you'll use the same username and password to sign in to your CenterWell Pharmacy account.

Mobile app: Download our CenterWell Pharmacy app from the iTunes App Store or Google Play. You can complete your transfer prescription request by selecting “Transfer Rx as guest” from the home screen or by signing in to the app. In both cases, you’ll be asked to take a photo of your prescription label and verify your prescription information before completing your transfer request.

Phone: Call our toll-free automated system 24 hours a day, 7 days a week at 800-379-0092 (TTY: 711). Follow the directions and transfer an existing prescription request by phone.

Mail: Download the Registration and Prescription Order Form and mail it to:

CenterWell Pharmacy
P.O. Box 745099
Cincinnati, OH 45274-5099

Be sure to include the following items:

You should expect your medicine 7–10 business days after your prescriber confirms your prescription.

Choose 1 of the following ways to order your CenterWell Pharmacy refills:

Go online: If you have your prescription number(s), you can refill your prescriptions right on the CenterWell Pharmacy homepage. Otherwise, you can sign in to your account using your MyHumana or CenterWell Pharmacy username and password. You’ll be taken to your prescription dashboard or home page. From there, simply select the “Refill” button next to your prescription and follow the prompts to complete your order.

We’ll call you: For your convenience, CenterWell Pharmacy will notify you by phone when a refill becomes available. Follow the instructions and submit your refill order by phone. Then complete the following steps:

  • Say "yes" or "no" to each medication name available for refill.

  • Verify or enter your credit or debit card.

  • Confirm your shipping address.

Call us: Use our toll-free automated system 24 hours a day, 7 days a week at 800-379-0092 (TTY: 711). Follow the directions and submit your refill order by phone.

By mobile app: Download our CenterWell Pharmacy app from the iTunes App Store or Google Play. Once you sign in, you should see which medicine has available refills on the dashboard. Select the medicine you’d like to refill and then select “Add to cart.” Once you’re in the cart, you can review your order and select “Place order” to order your refills.

New prescriptions generally take 7–10 business days to process and securely ship to your home after we receive confirmation of your prescription from your prescriber. For refills, it can take as little as 5–7 business days for you to receive your medicine.

Please note: If we have to contact you or your prescriber about your order, delivery may take longer.

To see which drugs are covered by your plan, sign in to MyHumana and select “Drug pricing tool” under the Tools & Resources section at the bottom of the page. You’ll be able to check coverage and cost of a drug by providing the drug name, strength and dosage.

For orders placed online, on the mobile app or with the automated phone system, your payment options include all major credit cards and Health Spending Account (HSA) cards. For orders placed through the mail, your payment options include those listed above, as well as personal check or money order. For orders placed over the phone with CenterWell Pharmacy, you can pay by credit card or check-by-phone. Write your Humana member ID number on all checks and money orders. Please don’t send cash. Please contact us if you cannot afford your medicines to discuss your options.

If you are in a situation where you have an outstanding bill to pay, choose 1 of these options:

Online: Sign in to your CenterWell Pharmacy account and select the "Outstanding balance" link from your dashboard.

Mobile app: Sign in to the free CenterWell Pharmacy app and select the “Account” tab at the bottom of the screen. From there, you can edit or add a debit or credit card to your account.

Phone: Call our pharmacy at 800-379-0092 (TTY: 711), Monday through Friday, 8 a.m. to 11 p.m., and Saturday, 8 a.m. to 6:30 p.m., Eastern time.

If you have a specialty medicine, we’ll contact you by phone to discuss payment options.

If you need to cancel an order, please contact our pharmacy as soon as possible.

CenterWell Pharmacy
800-379-0092 (TTY: 711)
Monday – Friday, 8 a.m. to 11 p.m., Eastern time
Saturday, 8 a.m. to 6:30 p.m., Eastern time

CenterWell Specialty Pharmacy 
800-486-2668 (TTY: 711)
Monday – Friday, 8 a.m. to 11 p.m., Eastern time
Saturday, 8 a.m. to 6:30 p.m., Eastern time
 

Here are 3 easy ways to see the most up-to-date information about your prescription order:

Online: Sign in to your CenterWell Pharmacy account to see your order status and to track your shipment. If you don’t have your username and password handy, you can check order status without signing in by selecting “Order status” from the home page.

Mobile app: Download the free CenterWell Pharmacy app and sign in using your CenterWell Pharmacy or MyHumana username and password. Select “Orders” on the bottom of the screen to see the latest updates with your medicine orders.

Phone: Call 800-379-0092 (TTY: 711) any time and state the intent of your call as order status to be provided with status of all orders placed in the last 2 weeks.

Please note the automated option is not available for specialty orders. Specialty members call 800-486-2668 (TTY: 711), Monday – Friday, 8 a.m. to 11 p.m., or Saturday, 8 a.m. to 6:30 p.m., Eastern time.