Questions about your Tel-Drug plan?
Contact Customer Service

1.800.TEL.DRUG
(1.800.835.3784)
International call 1.605.373.0100.

Tel-Drug FAQs


Registration
Ordering
Quality Control
Shipping
Billing And Payment
Generic Equivalent

Ryan Haight Compliance Act


Registration

    Is there an advantage to registering with myCIGNA.com?

    You bet' Once you?ve registered with myCIGNA.com, a secure member site, your information is retained in a secure database and used to pre-populate your next order form. That means that instead of re-entering your information on every subsequent order, you can order a refill with just one click!

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Ordering

    Can anyone use CIGNA Tel-Drug?

    Yes CIGNA Tel-Drug serves two groups: those who have CIGNA HealthCare home delivery pharmacy plans and those who don't. CIGNA HealthCare members pay only a co-payment for their covered medications, while those without prescription benefit coverage pay a discounted cash price. The only people who can not receive their maintenance medications through CIGNA Tel-Drug are those living outside the U.S. or those admitted to an in-patient facility.

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    What do you mean by "primary insured"?

    The primary insured is the CIGNA member who carries CIGNA medical and/or pharmacy benefit coverage through his or her employer.

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    How do I contact the Customer Service Department at CIGNA Tel-Drug?

    Our website and Interactive Voice Response (IVR) system are available 24-hours a day, seven days a week. You can also call 1.800.TELDRUG (or 1.800.835.3784) or International call 1.605.373.0100 during normal business hours

    If you are hearing impaired, you may call CIGNA Tel-Drug's TDD line at 605.373.4859 and leave a message 24-hours a day, seven days a week. A CIGNA Tel-Drug associate will return your call within one business day, or on the following Monday if you called over the weekend.

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    What are CIGNA Tel-Drug's normal business hours?

    Monday - Friday 7 a.m. - 10 p.m. CST
    Saturday 8 a.m. - 5 p.m. CST

    Call during these hours to speak with a CIGNA Tel-Drug associate or pharmacist. Pharmacists can be paged after hours in urgent situations. However, in the event of a medical emergency, please contact your doctor or local emergency services.

    Our website and Interactive Voice Response (IVR) system are available 24-hours a day, seven days a week.

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    How can I place a new or refill order with CIGNA Tel-Drug?

    There are three ways to order and one way to save...

    • Order by mail
      Send us the original prescription, a completed order form and payment by check, money order or credit card. Be sure to include your Member ID number (check your CIGNA HealthCare card).
      CIGNA Tel-Drug
      PO Box 1019
      Horsham PA 19044

    • Order by phone
      Call us at 1.800.285.4812 or International call 1.605.373.0100 during normal business hours. Select option one. Have your Member ID, prescription information, prescriber's contact information and credit card information ready when you call.

    • Order online
      Follow the prompts and submit your order at your convenience. Have your credit card handy and be sure to include your Member ID number from your CIGNA HealthCare card. We'll contact the prescriber to obtain your prescription. Note: Selecting this option could delay filling your prescription by up to seven days, depending on how quickly we receive a response from your prescriber.

    • Mailing your online order form and prescription*
      Complete, download, print and mail the online order form along with the original prescription. New prescription orders will not be filled unless we have the completed Internet mail order form and original prescription. If your order includes a refill request, we will process and ship the refill immediately. Refills will be shipped separately.

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    How can I order a refill of a medication that I previously ordered through CIGNA Tel-Drug?

    If there are refills remaining, you can order online, by phone or by mail.

    • Online
      Complete the Refill section on this site, including credit card information.

    • By phone
      Call us at 1.800.835.3784 or International call 1.605.373.0100 during normal business hours, or use our 24/7 Interactive Voice Response System. Select option one; then follow the prompts. Have your Member ID, prescription information, doctor contact information and credit card information available when you call.

    • By mail
      Send a completed order form. Be sure to include your Member ID and payment by check, money order or credit card.

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    I'd love to save money on prescriptions by using CIGNA Tel-Drug, but I just recently filled a prescription at my local drug store. What can I do?

    Call CIGNA Tel-Drug at 1.800.285.4812 or International call 1.605.373.0100. Choose option one to speak with a QuickSwitch® associate. QuickSwitch® is a program that offers new members an opportunity to make the transition from a retail pharmacy to CIGNA Tel-Drug. The associate will contact your prescriber and request a new prescription. CIGNA Tel-Drug will begin processing your order as soon as the new prescription is received.

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    How many times can I have my prescription refilled? What if my prescriber changes the dosage or makes some other change to my prescription?

    Your prescriber determines the number of refills allowed. By law, prescriptions can only be written for up to a one-year supply. Mail-order prescriptions are generally written for up to a 90-day (or three-month) supply with three refills.

    If the prescriber changes the dosage or frequency of your medication, he or she must write a new prescription to ensure you are receiving the medication as prescribed. You must mail the new prescription to CIGNA Tel-Drug; it will replace the prescription on file.

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    What should I do if I know I'll be out of town when it's time to reorder/receive my medication?

    If you'd like to reorder before leaving on an extended trip and/or before the next refill date indicated on the label, call CIGNA Tel-Drug to make special arrangements.

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    Is there a way to get more detailed information about the status of my order?

    Yes. You can view detailed information about the status of your order on myCIGNA.com.

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    What do I do if I experience technical difficulties while submitting an order and am unsure if my order was placed?

    If you do not receive a confirmation e-mail within 24 hours of placing your order, please check the order status online. If your recently placed order does not appear, call us at 1.800.Tel.Drug (835.3784) or International call 1.605.373.0100. Placing additional orders for the same medication prior to receiving your confirmation e-mail may create duplicate orders and delay processing time.

    Why am I being asked for my personal information again?

    We ask you to reconfirm the user information to ensure we are matching each prescription to the correct member and not to the person placing the order. This will only occur when you have just submitted an order with us and are creating another order immediately afterwards.

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Quality Control

    Are the medications I receive from CIGNA Tel-Drug the same quality medications that I would get from a retail pharmacy?

    Absolutely. CIGNA Tel-Drug dispenses the same medications as your local pharmacy. All medications dispensed by CIGNA Tel-Drug are FDA approved.

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    How can I be sure CIGNA Tel-Drug will fill my prescriptions accurately?

    CIGNA Tel-Drug has consistently maintained a dispensing accuracy rating of over 99.9%. We require every prescription order we receive to go through a series of quality review checks using registered pharmacists and a sophisticated dispensing system.

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    Does CIGNA Tel-Drug perform any checks for potential adverse interactions between medications?

    Yes. CIGNA Tel-Drug uses a sophisticated nationwide system for screening interactions with other medications filled at other participating retail pharmacies. Each member who uses CIGNA Tel-Drug must provide information about his/her allergies and health conditions. This information is loaded into the dispensing database and is accessed whenever a prescription order is processed. If a potentially dangerous interaction is detected, then the prescription order is pulled from the dispensing process and the physician is contacted.

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Shipping Policy

    CIGNA Tel-Drug provides prompt, confidential shipping by mail with no service charges and no charge for regular shipping. Orders requiring refrigeration, such as insulin, are packed in ice for one-day delivery. Insulin is only packed in ice from May 1st through September 30th.

    How soon will I receive my order?

    Please allow 7 to 14 days for in house processing from the date your original valid prescription has been received. Refills and specialty orders (those requiring refrigeration, etc.) typically take less time to receive. For faster shipping, you can request overnight or second-day delivery for an additional fee. However, paying the additional fee will only speed up the shipping process; order-processing time still applies.

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    What happens if my medication gets lost in the mail?

    We send most medications by First-Class mail because the U.S. Postal Service has a low incidence of error. However, occasionally packages are lost. If this happens to you, contact CIGNA Tel-Drug right away. We'll ship a replacement to ensure you have a supply of medication while we track the lost shipment.

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    If my medication is damaged during shipment, will CIGNA Tel-Drug replace it?

    Yes. If your medication is damaged in shipment, you must immediately contact CIGNA Tel-Drug to discuss alternatives (i.e. local fill, overnight delivery of replacements, etc.).

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    How will CIGNA Tel-Drug handle getting medications to my home in severe weather conditions or in cases of delayed shipping?

    Most prescriptions are delivered by the Postal Service. Refrigerated orders are shipped via an overnight delivery service. Both of these services have proven reliable in extreme weather conditions, but to be on the safe side, we urge you to order your refill when indicated on your prescription label.

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    My son will soon be going away to college. Will he have a problem receiving his prescriptions at school?

    Not if he's over 18 years old and provides an updated shipping address. If he does not provide his new address, we'll continue shipping to the address on file.

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    What shipping options are available?

    • Standard Shipping (First Class Mail)
    • USPS Priority Mail
    • Expedited Delivery (Overnight)

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    Is there a way to get more detailed information about the status of my order?

    Yes. You can view detailed information about the status of your order on myCIGNA.com.

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Billing Policy

    Can I use my credit card to cover my copayment?

    We accept the following major credit cards for prescription and refill co-payments:
    American Express
    Discover
    Master Card
    Visa

    Please note: If your insurance plan covers the entire cost of the medication and you do not have a required co-payment, your credit card will not be charged.

    If you order by mail, you can also pay by check or money order.

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Generic Equivalent

    Can I order the generic equivalent of a brand-name medication?

    Unless the prescriber signs on the "Dispense as Written" line or writes "Brand Necessary" (or something similar) in his or her own writing, your prescriptions will be filled with a generic medication. Selecting a brand-name drug may increase your co-payment.

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Ryan Haight Compliance Act

    Is Cigna Home Delivery Pharmacy in compliance with the Ryan Haight Compliance Act?

    Ryan Haight Act Requirements:

    • Statement that the pharmacy complies with the requirements of the Ryan Haight Online Pharmacy Act
      Tel-Drug, Inc., DBA Cigna Home Delivery Pharmacy complies with the requirements of the Ryan Haight Online Pharmacy Act.

    • Name and address of the pharmacy as it appears on the pharmacy's DEA certificate of registration
      Cigna Home Delivery Pharmacy, 4901 N 4th Ave, Sioux Falls, SD 57104.

    • Pharmacy's telephone number and email address:
      (605) 373-0100 or toll-free 1-800-835-3784
      Customer Service/Pharmacist: tdsdrph@cigna.com

    • Name, professional degree, phone number and states of licensure of pharmacist-in-charge
      Pharmacist in charge- Quenton McEntee, PharmD, RPh - (605) 373-4854 - AZ, AR, KY, LA, MD, MS, NE, SD, TN, OR, VA

    • List of states in which the pharmacy is licensed to dispense controlled substances
      AL, AK, AZ, AR, CA, CO, CT, DE, FL, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MI, MN, MS, MO, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY, DC

    • Name, address, telephone number, professional degree, and states of licensure of any practitioner who has a contractual relationship to provide medical evaluations or issue prescriptions for controlled substances, through referrals from the website or at the request of the owner or operator of the website, or any employee or agent thereof
      Cigna Home Delivery Pharmacy has NO contractual relationships at all with any practitioner.
      This online pharmacy, Cigna Home Delivery Pharmacy, will only dispense a controlled substance to a person who has a valid prescription issued for a legitimate medical purpose based upon a medical relationship with a prescribing practitioner. This includes at least one prior in-person medical evaluation or medical evaluation via telemedicine in accordance with applicable requirements of section 309 of the Controlled Substances Act (21 U.S.C. 829).

    • Statement that the pharmacy complies with the requirements of the Ryan Haight Online Pharmacy Act
      Tel-Drug of Pennsylvania, LLC, DBA Cigna Home Delivery Pharmacy complies with the requirements of the Ryan Haight Online Pharmacy Act.

    • Name and address of the pharmacy as it appears on the pharmacy's DEA certificate of registration
      Cigna Home Delivery Pharmacy, 206 Welsh Rd, Horsham, PA 19044

    • Name and address of the pharmacy as it appears on the pharmacy's DEA certificate of registration
      Cigna Home Delivery Pharmacy, 206 Welsh Rd, Horsham, PA 19044

    • Pharmacy's telephone number and email address
      (215) 706-5100 or toll-free 1-800-835-3784
      Customer Service/Pharmacist: tdsdrph@cigna.com

    • Name, professional degree, phone number and states of licensure of pharmacist-in-charge
      Pharmacist in charge- David Dessender, BSPharm, RPh - (215) 706-5124 - AZ, AR, KY, LA, NE, PA, TN, OR, VA

    • List of states in which the pharmacy is licensed to dispense controlled substances
      AL, AK, AZ, AR, CA, CO, CT, DC, DE, FL, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MI, MN, MS, MO, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY, DC

    • Name, address, telephone number, professional degree, and states of licensure of any practitioner who has a contractual relationship to provide medical evaluations or issue prescriptions for controlled substances, through referrals from the website or at the request of the owner or operator of the website, or any employee or agent thereof
      Cigna Home Delivery Pharmacy has NO contractual relationships at all with any practitioner.
      This online pharmacy, Cigna Home Delivery Pharmacy, will only dispense a controlled substance to a person who has a valid prescription issued for a legitimate medical purpose based upon a medical relationship with a prescribing practitioner. This includes at least one prior in-person medical evaluation or medical evaluation via telemedicine in accordance with applicable requirements of section 309 of the Controlled Substances Act (21 U.S.C. 829).

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