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"The Big Picture" Newsletter


October 2009 Issue

Great-West Healthcare Pharmacy Transition Update


Satisfaction of clients and customers remains our highest priority

As part of the health coverage transition from Great-West Healthcare to CIGNA, CIGNA Pharmacy Management will take the place of Express Scripts (ESI) as pharmacy benefits manager, beginning November 1, 2009.

The continued satisfaction of former Great-West Healthcare clients and customers remains our highest priority. We are focused on providing continuity on the many aspects of the current Great-West Healthcare pharmacy plan that are familiar to clients, their employees and dependents. For instance, there will be no changes to clients’ pharmacy benefit plan structure, nor will there be changes in the current list of generic and preferred drugs on the November 1st transition date. Though there will be some areas where customers will experience some change, we are committed to a smooth transition. Below are the key elements of what will change:

  • Customers will receive a replacement identification card with the CIGNA Pharmacy logo and billing information, to be used when filling a prescription at a retail pharmacy, beginning on November 1st. This card replaces all previous ID cards.

  • The former Great-West Healthcare website, MyGreatWest.com, is getting a new address: myCIGNAforhealth.com. It’s the same content as before, just a different address. As always, customers can access benefits and prescription drug lists. On November 1st, customers will also gain access to some new tools, including a valuable planning resource that allows them to compare prices based on their pharmacy plan and view generic alternatives and lower-cost therapeutically equivalent drug options.

  • The CIGNA pharmacy network includes approximately 99% of pharmacies in the current Great-West Healthcare network, including all major pharmacy chains. CIGNA is actively recruiting the remaining pharmacies that are currently not in network. If these pharmacies do not join the network by the transition date and records show that one or more customers use one of these pharmacies, then they will receive a separate letter in October with a list of alternatives. Even so, for those pharmacies that do not respond to network recruitment efforts, CIGNA will still accept and process prescriptions submitted by these pharmacies starting on November 1st.

  • If customers currently use the home delivery service offered through ESI and have refills remaining, prescriptions will be automatically transferred to CIGNA Home Delivery Pharmacy on November 1st, with the exception of controlled substances and compounded medications.

  • Prescriptions for controlled substances, such as pain medications, sleeping pills and compounded medications, will not be transferred from ESI to CIGNA Home Delivery Pharmacy due to federal laws. If customers are on a controlled or compounded medication, CIGNA Home Delivery Pharmacy will send them a separate letter in October outlining what they need to do.

  • If a customer uses high-cost, specialty drugs from CuraScript (ESI’s specialty pharmacy), Accredo, or iCore, CIGNA will send a separate communication in October with more information about CIGNA's specialty pharmacy program.

Communications
A letter is currently being distributed to all former Great-West Healthcare clients, which outlines the above changes, as well as a fact sheet that provides some additional information about this transition.

In addition, a detailed welcome letter will be mailed to all customers in late September. The welcome kit will include an introductory letter, a temporary ID card, and information that can help them make the most of their prescription benefits through CIGNA Pharmacy Management. If you would like to see copies of the welcome letter, as well as additional letters regarding CIGNA Home Delivery Pharmacy, network disruption, or our specialty drug program, please contact your account representative.

Benefits & Eligibility Testing
A comprehensive testing effort of pharmacy benefit plans and eligibility is currently on-going to ensure accurate pharmacy claim processing come November 1st.

Resolution Process on November 1st
To ensure that a smooth transition occurs for former Great-West Healthcare clients and their employees, a dedicated escalation team will be available to resolve any pharmacy-related issues following the transition on November 1st. Contact your Great-West Healthcare account representative with any questions or issues. The escalation team will work diligently to resolve any issues identified in a timely fashion.

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