Exceptions & Appeals
Exceptions & Appeals
Beginning Jan. 1, 2025, we will no longer offer Prescription Drug Plans. We're still committed to helping you with your other insurance needs.
Your 2024 coverage is active through Dec. 31, 2024. You must enroll in a new plan for 2025. You're eligible for a special enrollment period and have until Feb. 28, 2025, to enroll in a new plan. For more details, refer to the official letter you received from us about changes to your PDP coverage.
If you did not receive a letter, please submit an online request form or contact Member Services at 855-864-6797 (TTY: 800-716-3231).
For help finding a plan:
Mutual of Omaha Rx Part D Exceptions, Coverage Determinations, Appeals & Transition Process
As a member, you can ask Mutual of Omaha Rx to make an exception to our Medicare Part D coverage rules. There are several types of exceptions that you can ask us to make.
Express Scripts is the pharmacy benefit manager for Mutual of Omaha Rx and will be providing this service on behalf of Mutual of Omaha Rx.
- You can ask us to cover your drug even if it is not on our formulary. Please note, if we grant your request to cover a drug that is not on our formulary, you may not ask us to provide a higher level of coverage for the drug
- You can ask us to waive coverage restrictions or limits on your drug. For example, for certain drugs, this plan limits the amount of the drug that we will cover. If your drug has a quantity limit, you can ask us to waive the limit and cover more
- You can ask to pay a lower cost-sharing amount for drugs in Tiers 2 and 4, as well as generic drugs included in Tier 3
Generally, this plan will only approve your request for an exception if the alternative drugs or covered quantities included on the plan's formulary would not be as effective in treating your condition and/or would cause you to have adverse medical effects.
You should contact us to ask us for an initial coverage decision for a formulary, tiering, or utilization restriction exception. When you are requesting a formulary, tiering, or utilization restriction exception, you should submit a statement from your physician supporting your request. Generally, we must make our decision within 72 hours of your request.
If you would like to request a Medicare Part D coverage determination (such as an exception to the rules or restrictions on our plan's coverage of a drug) or if you would like to make an appeal for us to reconsider a coverage decision, you may contact us as indicated in the table below.
Initial Clinical Coverage Reviews
Use this contact information if you need a coverage decision for a medication that is not on the formulary.
Call toll free 844-374-7377, 24 hours a day, seven days a week. TTY users: call 800-716-3231.
Mutual of Omaha Rx
Attn: Medicare Reviews
P.O. Box 66571
St. Louis, MO 63166-6571
Administrative Coverage Reviews
Use this contact information if you need a coverage decision about a restriction on a specific medication, want to request a lower cost-sharing amount.
Call toll free 800-413-1328, Monday through Friday, 8 a.m. - 6 p.m., Central. TTY users: call 800-716-3231.
Mutual of Omaha Rx
Attn: Medicare Administrative Department
P.O. Box 66587
St. Louis, MO 63166-6587
Clinical and Administrative Appeals
Use this contact information if you need to file an appeal if your coverage review is denied.
Call toll free 844-374-7377, Monday through Friday, 8 a.m. - 8 p.m. TTY users: call 800-716-3231.
Mutual of Omaha Rx
Attn: Medicare Appeals
P.O. Box 66588
St. Louis, MO 63166-6588
Initial Clinical Coverage Reviews
Use this contact information if you need a coverage decision for a medication that is not on the formulary.
Administrative Coverage Reviews
Use this contact information if you need a coverage decision about a restriction on a specific medication, want to request a lower cost-sharing amount.
Clinical and Administrative Appeals
Use this contact information if you need to file an appeal if your coverage review is denied.
Call toll free 844-374-7377, 24 hours a day, seven days a week. TTY users: call 800-716-3231.
Call toll free 800-413-1328, Monday through Friday, 8 a.m. - 6 p.m., Central. TTY users: call 800-716-3231.
Call toll free 844-374-7377, Monday through Friday, 8 a.m. - 8 p.m. TTY users: call 800-716-3231.
Mutual of Omaha Rx
Attn: Medicare Reviews
P.O. Box 66571
St. Louis, MO 63166-6571
Mutual of Omaha Rx
Attn: Medicare Administrative Department
P.O. Box 66587
St. Louis, MO 63166-6587
Mutual of Omaha Rx
Attn: Medicare Appeals
P.O. Box 66588
St. Louis, MO 63166-6588
Document
When to use
When to use:
Once enrolled, if you would like to appoint a person to file a grievance, request a coverage determination, or request an appeal on your behalf, you and the person accepting the appointment must fill out this form (or a written equivalent) and submit it with the request.
When to use:
Once enrolled, you may request an exception to our coverage rules.
When to use:
This form should be used to initiate a clinical appeal to a previously declined coverage review request. Once complete, the form should be faxed to us (without a cover sheet) at 877-328-9660. Submit a Medicare Part D coverage redetermination request form online.
When to use:
For all coverage review requests, this form should be used to initiate the coverage review process. Once complete, the form should be faxed to us (without a cover sheet) at 877-328-9660. Submit your Medicare Part D coverage determination request form online.
Please Note:
In some cases, you may not get the full amount of Medicare Extra Help you deserve because information about your income status is out of date. To address this issue, the Centers for Medicare & Medicaid Services (CMS) has created the Best Available Evidence (BAE) policy. Under this policy, if you show proof that you qualify for Extra Help, the plan must adjust the amount that you pay. For more information, click here to view the BAE policy.
CMS best available evidence policy
Mutual of Omaha Rx Transition Process
As a new or continuing member in our Medicare Part D plan, you may be taking drugs that are not on our formulary. Or, you may be taking a drug that is on our formulary, but your ability to get it is limited. You should talk to your doctor to decide if you should switch to an appropriate drug that we cover or request a formulary exception for us to cover the drug you take. For each of your drugs that is not on our formulary, or if your ability to get your drugs is limited, we will cover a temporary supply of a maximum of a 30-day supply at retail (unless you have a prescription written for fewer days) when you go to a network pharmacy within the first 90 days of the calendar year (or the first 90 days of your effective date if your coverage begins after the first of the year). After your first 30-day supply, we will not pay for these drugs unless your request for an exception is approved. For additional information on our transition policy or if you are a resident of a long-term care facility, please refer to the plan's Medicare Part D Evidence of Coverage.
Need Help?
Have questions about our PDP plans? Call one of our agents today.
If you have any questions, please contact Mutual of Omaha Rx at 855-864-6797. Customer Service is available 24 hours a day, 7 days a week. TTY users should call 800-716-3231.