Common Questions

Answers to common questions

How do I order prescriptions?

For new prescriptions please fill out the PRINTABLE MAIL ORDER FORM and mail it in along with your prescription and payment. If we do not have a credit card on file please include a check or money order. Our mailing address is: P.O. Box 32050 Amarillo, Texas 79120-2050. The most convenient method of ordering your refill prescriptions is through the automated phone system or the Internet. DOD/Uniform Services Family Health Plan members can call toll-free 1-866-408-2459. All other members, please call toll-free 1-800-687-8629.

How long does it take to receive my prescriptions?

When mailing your request, please allow 14 days from when you send your order form to receive your medications. Refills are usually processed in 2-3 business days.

Do I need to send in a new prescription each time I need to order my medication?

If your prescriptions have refills available you only need to have your prescription number. The most common reasons that require Maxor National to have a new prescription include having no refills remaining, dosage increases, or new medications that your doctor prescribes.

Can I fax new prescriptions?

Only your doctor can fax new prescriptions. Keep in mind that Texas Pharmacy Law dictates that prescriptions for controlled substances may not be faxed by an out-of-state physician. Controlled medications require a hand-written original prescription.

How do I refill my prescriptions online?

Please visit the REFILL PRESCRIPTIONS page. You will need your prescription numbers and credit card information available.

How do I refill my prescriptions using the automated telephone system?

DOD/Uniform Services Family Health Plan members can call toll-free 1-866-408-2459 and follow the menu instructions to automatically refill your medications. All other members, please call 1-800-687-8629. You will need your prescription numbers available as well as updated credit card information.

What is my prescription number?

It is a number, beginning with an 11 or 12, found at the top left corner of your prescription bottle. It remains the same until your refills run out. When you get a new prescription from your doctor for the same drug, it is assigned a new prescription (Rx) number.

What happens if I refill my prescriptions too soon?

We will mail your prescription on the earliest available refill date if the medication is available for refill within 30 days. Every insurance plan differs in their rules regarding the number of days between each refill. We do not send refills automatically. Most plans require that members use 75% of your most recent refill before you can order again. The earliest refill date is printed at the lower left corner of your prescription bottle.

What happens if I order a drug that is not covered by my insurance?

This is what is referred to as a Non-Preferred Drug Request (NFDR). Coverage of a non-preferred drug will require your physician to provide information regarding the medical necessity for the medication you requested, in which case we will contact your physician to ask if a preferred drug may be substituted for the non-preferred drug. If the physician feels it is appropriate to change the medication, we will initiate a non-preferred drug request on your behalf to obtain the required information from your physician. Upon receipt of the completed NFDR, it will be evaluated based on clinical documentation provided. If the documentation provided by your physician supports the need for the non-preferred medication, we will ship the medication as soon as possible. Most approvals are long term, meaning that you do not need to go through this process after the first time you order a non-preferred drug.

Please contact your insurance plan to obtain a copy of the preferred drug list and take it with you everytime you see your doctor.

How do I pay for my prescriptions?

With new or refill prescriptions received by mail, you can send in a check or money order along with your PRINTABLE MAIL ORDER FORM. You may also pay by credit card, which we can store in your profile for future payments on your orders. Orders will not be processed without payment.

Can I transfer my prescription from my local pharmacy?

Yes, in most cases. DOD/Uniform Services Family Health Plan members can call toll-free 1-866-408-2459 and speak with a customer service representative. All other members, please contact our customer service department toll free at 1-800-687-8629.

What are the benefits of using Maxor Mail Order Pharmacy?

It is a convenient way to receive your prescriptions delivered at significant cost savings. Though each plan differs in copay amounts, you can usually receive a 90 day supply for the same cost as a 30 or 60 day supply. Please contact our customer service department, or contact your insurance plan, to determine your copay amount. Ask your physician to write 2 prescriptions, one to have filled immediately at your local pharmacy and one to send to Maxor's Mail Order Pharmacy.

* You will always be charged the Mail Order copay when sending prescriptions to the Mail Order Pharmacy. Always ask your doctor for a 90 day supply.

How can I minimize my out-of-pocket expenses?

- Present the MaxorPlus Tiered Drug List to your doctor whenever a prescription is necessary.

- Ask your doctor to prescribe generically whenever possible. Generic medications have the lowest copay on your prescription drug benefit.

- If a generic drug is not available or appropriate, ask your doctor if a preferred brand could be used. With most plans, preferred brands have the next to lowest copay after generics.

- Have your maintenance medications filled through the mail service pharmacy if mail service is included in your prescription drug benefit. You can save copay dollars by having your prescriptions filled for a 90-day supply through mail.

How will my prescriptions be mailed?

Your medications are usually sent through the US Postal Service. We also offer optional expedited shipping via UPS for an additional fee. Please note that UPS requires a physical address and will not deliver to PO boxes. Refrigerated medications such as insulin are shipped via UPS Next Day or Second Day delivery at no additional cost to you.


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