I am a very unhappy customer and wish to file a complaint and make a suggestion about how OptumRx prior authorizations are handled. I am currently on a maintenance dose of Cialis, 5 mg for benign prostatic hyperplasia (BPH) which has been supplies from OptumRx. The authorization supplied to OptumRx by my physician apparently expired and there was NO notice given of this expiration to either myself or my doctor. In addition, when I went online to reorder it, there was no indication of that I needed to submit a new authorization form. The first time I even knew that there was a problem was when I received an email today (October 5, 2015) that my order had been delayed. Note that it was submitted on September 29, 2015 and I had a conversation later that day with a customer service representative who did not mention that there needed to be a new prior authorization form.
Their online system pushed me to get automatic refills of eligible maintenance medications, but gave me (or my physician) any indication that a new authorization form was required. I consider this an unsafe practice on the part of your company. It needs to be address and fixed promptly.
I am very disappointed with OptumRx and how my prescription refill was handled.
Reason of review: Order processing issue.
Preferred solution: The company needs to let it customers and their doctor know when a prior authorization is expring .
I didn't like: Refill authorization handling.