Frequently Asked Questions

True Rx Answers

How does True Rx benefit me?
The prescription drug benefit offered to employees is an important and valuable component of a healthcare package. True Rx teams with the employer and employee to ensure the greatest value of this benefit at the lowest cost.

Which pharmacies may I use?
There are more than 65,000 pharmacies nationwide (retail and independent) that are contracted with True Rx.  Visit our Pharmacy Locator to see the pharmacy’s in your area.  Contact True Rx at (866) 921-4047 and let a Customer Service Representative assist you with your search. If your pharmacy is not listed in the Pharmacy Network, a representative at True Rx can contact that pharmacy to inquire about joining our network.

What is a PDL?
Most plans have a Preferred Drug List. This is a list of preferred medications based on clinical efficacy and safety, as well as cost. Another way to refer to the Preferred Drug List is called a “formulary.” Both are a list of medications that are covered by your plan. To view our standard preferred drug list, please click here.

What is my co-pay amount and do I have a deductible?
Our Customer Service team can tell you your co-pay and/or deductible requirements. Please contact them at (866) 921-4047 or online by emailing You can also contact your plan administrator/HR department for plan specifics.

Where can I get my prescription filled for the lowest cost?
The pharmacies in our nationwide network have agreed to provide pharmacy-related products and services for a defined reimbursement rate. Therefore, your cost (co-payment) should be the same at all network pharmacies.

What is a Prior Authorization and why do some of my medications require one?
A Prior Authorization is the process in which information regarding a certain medication is gathered and evaluated to determine if the plan will cover their portion of the cost of the medication. Some plans set limits on certain medications due to age, efficacy, cost, and availability.

My previous plan had mail-order prescriptions. What do I need to do to get my prescriptions filled at a retail pharmacy?
This can be accomplished in a few different ways. You may ask your prescriber to write a new prescription for you to take to the pharmacy, or your prescriber can call the prescription in for you. Or, if you prefer, True Rx would be happy to contact your prescriber’s office and ask the staff to call the new prescription in to the pharmacy of your choice.

I didn’t have my card with me when I went to the pharmacy. Can I still get the prescriptions paid for?

Yes, this can be done by mailing in a copy of the prescription receipt and a Drug Claim Form to True Rx. Any reimbursement due will be mailed directly to you.

How do I request additional or replacement ID cards?
Please contact your plan administrator or human resources/benefits department to submit your request.

What is a Specialty Drug?
A Specialty Drug is a drug that targets and treats specific complex conditions or illnesses such as cancer, rheumatoid arthritis, multiple sclerosis, hepatitis C, and HIV/AIDS. Specialty Drugs require patient-specific dosing and careful clinical management.

When I went to the pharmacy they told me that I cannot get my medication here because it has to go through a “Specialty Pharmacy.” Can you explain that to me?
Because Specialty Drugs require special clinical monitoring, they are typically not dispersed through a traditional retail pharmacy; therefore some medications have to be dispensed through specialty pharmacies. Please contact True Rx’s Customer Service at (866) 921-4047 for more information regarding our Specialty Drug program.

My Specialty Drug is so expensive; is there any financial assistance available?
Please click here for a list of Patient Assistance Programs or contact True Rx at (866) 921-4047 and let a Customer Service Representative connect you to the right program for your needs.

What are considered diabetic supplies?
There are many different “diabetic supplies” but the most commonly referred to supplies are: test strips, lancets, syringes, and devices. Many other diabetic items could be classified under “Durable Medical Equipment” (DME). Plans vary as to which diabetic supplies are covered under the prescription portion and the Major Medical portion of their plan.