Drugs that aren’t listed on the formulary, known as nonformulary drugs, aren’t covered by your plan. If your doctor decides that a nonformulary drug is necessary for your care, your doctor can request an exception for that drug. With an exception, the drug will be covered under your prescription drug benefit — if your plan has one. Without an exception, you’ll be charged the full retail price for that drug.
The most effective way to get an exception to the formulary is to send a secure email to your doctor.
You can also contact our Customer Service Center by submitting an online form. Or you can call us Monday through Friday, 8 a.m. to 5 p.m., and Saturday, 8 a.m. to noon, at:
Oahu: 1-808-432-5955
Neighbor islands: 1-800-966-5955
TTY: 1-877-447-5990
Senior Advantage or Medicare Cost members can call our Customer Service Center, 7 days a week, 8 a.m. to 8 p.m., at:
1-800-805-2739
TTY: 1-877-447-5990
If you want a nonformulary drug that your doctor doesn’t believe is medically necessary, you can file a grievance with our Customer Service Center at the phone numbers above.