Phil Help
Frequently Asked Questions
- What is a "DAW" code?
- How do I add or update my insurance information?
- What's the difference between commercial and government-sponsored plans?
- What is a deductible?
- Do you accept government-sponsored plans?
- Why can't coupons be used with government-sponsored plans?
- What insurance policies do you accept?
- Why do you need a photo of my prescription insurance card?
- What is a prior authorization?
- What is an appeal?
- What is a formulary exception?
Q: I am or will be traveling...
A: Refilling Early:
If you need your refill to process earlier, we can try processing your refill right away. Keep in mind, your insurance may not provide coverage if we've initiated this refill too early, but rest assured, we'll inform you and won't ship if this is the case. If insurance does not approve of the early fill, then we recommend contacting your insurance provider to request a "vacation override". After you have done so, please follow up with us and we will trigger the fill again. With the insurance having the update on their end, it should allow us to go forward at that point.
Shipping to a Temporary Address:
When you receive your refill notification, you can update your shipping address in your MyPhil account, however, Phil cannot ship outside of the United States.
Please note that address changes may cause a slight delay with processing, as the partner pharmacy that ships your order to your home address may not be able to ship to your temporary vacation address. This would require transferring the prescription to another pharmacy in the Phil network.
If you have any questions, please contact us.
Q: Why can't I see my prescription in my MyPhil Account?
A: You may not be able to locate your prescription on your MyPhil account for several reasons:
- Your prescriptions were recently transferred to us and we haven't added them to your online account yet.
- Your prescription requires additional information before we can process it.
- Your prescription needs to be transferred to your preferred pharmacy.
- Your prescription has been canceled by you, or your doctor.
If you have any questions regarding the status, please contact us.
Q: Can I cancel my order?
A: While we can cancel an order at any time, we are unable to stop an order that has already shipped. Due to federal regulations, pharmacies are unable to accept returns of any dispensed medication.
If you have any questions, please contact us.
Q: How do I pause, cancel, or change the refill date for my prescription?
A:
- Log into your account at my.phil.us
- Make sure you are on the "RX Prescriptions" section
- Click on the blue arrow next to the prescription you'd like to manage
- From here, you have the ability to cancel, pause, unpause, and change your refill date.
If you have any questions, please contact us.
Q: How do refills work?
A: Manual Refills:
If you have government-sponsored insurance, you will be set up for manual refills. Commercially insured or uninsured patients may also request manual refills. If you are set up for manual refills, you will receive an automatic notification from us when your refill is ready to process, and you will need to log into your account to approve the refill. If you would prefer manual refills, from your MyPhil account, you can pause your order until you are ready for a refill, or you may update your refill preference to manual.
Automatic Refills:
If you are set up for automatic refills, the refills are automatically processed based on the "Days of Supply" as written by your doctor.
We will send a notification 7 days in advance to let you know that we will be processing a refill via email or text message, depending on your communication preferences. This gives you ample opportunity to pause the prescription if you do not need a refill at that time.
You may also contact us to make changes to your refills or order preferences.
Q: Why am I getting a 30-day supply instead of a 90-day?
A: A prescription may be written for a 90-day supply, but insurance companies often have quantity limits on how much coverage they will offer at one time. This is usually the case for medications that can be dangerous if overused or are only FDA-approved for a short period of time. We will always fulfill a larger quantity if we are able to! If you believe that you should have received a larger quantity, please contact us.
Q: Can I follow tracking?
A: After your order has shipped you will receive a link to follow tracking. After your package is marked as delivered by the carrier, we will follow up with you to confirm that it was safely received.
If you have any questions, please contact us.
Q: Do I need to be home for delivery?
A: No, you do not need to be home to receive your package, and no signature is required for delivery. Once the shipment is delivered, we will reach out via text and email asking to confirm delivery through your MyPhil account.
For medications that are supposed to stay cool, we will ship them with cold packs. We recommend keeping a close eye on tracking to ensure that you are able to place the medication in the refrigerator after delivery.
If you have any questions, please contact us.
Q: When will I receive my price quote, and how quickly will my prescription ship?
A: Once your My Phil account is set up and we have received your current insurance, we will follow up with a price quote within 1 to 2 business days.
Please note that processing times may vary for each insurance plan.
Should we run into any delays, we will notify you via email and/or text message, based on the communication preferences you selected during setup.
Keep in mind, that when we process additional refills, we will only send you a new price quote if the price increases. Please see Why has my medication price increased? for more information.
Your first fill should arrive within 1 to 5 business days, depending on the specific medication. Refills are processed ahead of time and are shipped standard shipping to ensure you receive your prescription before your previous fill runs out.
If you have any questions, please contact us.
Q: My doctor sent my prescription to Phil, what happens next?
A: Once your prescription is received, we will reach out to you via text message (or email if provided) with a sign-up link to create an account with us.
You will need to open the link in the text or email sent. It will begin the account set-up process:
- The first step is verifying your last name and date of birth.
- The second step is providing your insurance information.
- The third step is confirming your address.
- The fourth step is setting up an email and password for your MyPhil account
- Finally, to qualifying patients, a coupon may be displayed asking if you would like to apply a coupon.
Once you've completed all these steps, we will be able to begin processing your order.
When we have processed the prescription and determined the cost, you will receive a notification to review and confirm the price quote.
Once confirmed and payment is received, we will send you a link with tracking information once your prescription has shipped.
If you have any questions, please contact us.
Q: Why is my prescription showing up as "Refill not due"?
A: If we receive a notice that a refill is not due, this can usually mean that another pharmacy has processed a claim for the medication to your insurance provider.
This can happen if the prescription was recently filled or if your doctor sent the prescription to multiple pharmacies.
In these situations, we recommend reaching out to your insurance provider to see which pharmacy processed the claim. Once you know which pharmacy processed the claim, or if you know which pharmacy processed the claim already, you will need to call the pharmacy to reverse their insurance claim.
If you have any questions, please contact us.
Q: How does Phil communicate important updates?
A: Phil will communicate important prescription updates via text message and/or email, depending on your communication preferences. During account creation, you will be asked to select your communication preferences, but can be changed at any time.
You can also reply with the word "STOP" at any time to stop receiving text updates.
If you have any questions, please contact us.
Q: How do I update my payment information?
A: You can log into your MyPhil account.
- From the homepage, click on the person icon on the upper right-hand corner
- Click the arrow next to the Payment Card Section
- Select “Add Card”
- Enter your card information (Card number, expiration date, CVV code)
- Check the box if the payment card is an FSA, HSA, or HRA card
- Confirm or add your billing address
- Click "Save"
If you have any questions, please contact us.
Q: How do I get my receipt?
A: The quickest way to access this information is via your MyPhil account.
Once logged in to your MyPhil account, you will be able to access receipts and transactions via the following steps.
- Click on your name in the upper right-hand corner to open the profile page
- Click "view and print transactions"
- Click “view” next to the year you are inquiring about.
A physical receipt is also available in every shipment.
If you have any questions, please contact us.
Q: Can I get a refund?
A: We are unable to issue a refund for prescriptions that are ineffective or that cause side effects, but we will review all other refund requests on a case by case basis to determine if the situation merits a refund.
Please contact contact us for assistance.
Q: How much does Phil cost?
A: While the final cost of your prescriptions will vary based on your insurance coverage and medication need, we offer lifetime free delivery to all Phil patients who maintain an active account.
We never charge for shipping, making prescription management with Phil a completely free service!
If you have any questions, please contact us.
Q: Why is my copay high?
A: There are several reasons a copay may turn out high, such as deductibles and brand name meds. We’re happy to work with you and your doctor to see if there may be an effective cheaper alternative medication.
Please contact us for assistance.
Q: What is a copay?
A: A copay is a predetermined dollar amount for a specific service or medication that is set by your insurance provider. There are different factors that can influence copay amounts such as:
- Insurance Deductibles
- Formulary vs. Non-formulary medications
- Brand name vs. Generic medications
It is best to check with your insurance provider if you have specific questions regarding your copays.
If you have any additional questions, please contact us.
Q: What is a cash price?
A: A cash price is the best price we can provide for a medication that does not use insurance. We may include manufacturer coupons and special discounts, if applicable. Should you receive a cash price on your prescription, but have provided us with insurance information, it can be due to the following:
- Your insurance is not covering the medication (prior authorization was denied, non-formulary); or
- We are able to get you a lower price without insurance!
If you have any questions, please contact us.
Q: Why has my medication price increased?
A: Medication prices can increase due to a number of factors, including, but not limited to, changes in terms of a manufacturer coupon, changes to insurance, or reset deductibles (this usually occurs at the beginning of every year).
Should the price of your medication increase for any reason, we will notify you via email and/or text message, based on the communication preference you selected during set up, requesting to confirm the new price. We will not charge you the new price unless it has been approved.
If you have any questions, please contact us.
Q: What is a "DAW" code?
A: Dispense as Written (DAW) codes are instructions from the doctor to the pharmacy to dispense a medication exactly as written on the prescription. DAW codes are as follows:
- DAW 0 or blank: No Instruction - Substitution Allowed
- DAW 1: Substitution Not Allowed by Prescriber
- DAW 2: Substitution Allowed - Patient Requested Brand be Dispensed
If you have any questions, please contact us.
Q: How do I add or update my insurance information?
A: In order to provide an accurate price quote, we need a photo of your prescription insurance card. This card should include the following info: ID, Rx BIN, Rx Group and PCN. There are three ways to get us a photo of your card:
- Text a photo of this card to 744579
- Log into your MyPhil account and upload a current photo
- From the homepage, click on the person icon on the upper right-hand corner
- Click the arrow next to the Insurance section
- Select “Add insurance”
- Select “Upload” and choose your photo
- Select if you have commercial or government-sponsored insurance, and click Save
- Common reasons we may have issues with your insurance include, but are not limited to:
- We received your medical insurance when we need your prescription benefits information
- Your coverage is no longer active
- The information we have on file is invalid
If you ever need additional assistance, you can always contact us.
Q: What's the difference between commercial and government-sponsored plans?
A: Commercial insurance plans are privately funded through an individual policy-holder or through a group plan funded by an employer. Commercial insurance plans include, but are not limited to:
- Aetna
- Cigna
- Blue Cross Blue Shield
NOTE: Employees of federal and state entities have commercial insurance plans
Government-sponsored insurance plans are funded through federal assistance. These plans include:
- Medicare (including Part D & Advantage plans)
- Medicaid
- Tricare for Life
Please note that it is illegal to use manufacturer coupons with government-sponsored plans. To learn more about this, please see "Why can't coupons be used with government-sponsored plans?"
If you have any additional questions, please contact us.
Q: What is a deductible?
A: A deductible is a total dollar amount patients must spend before insurance will start covering medical expenses. The amount an insurance company will cover after the deductible is met is dependent upon the type of plan you have.
Contact your insurance provider directly with specific questions about your deductible and plan information.
Q: Do you accept government-sponsored insurance?
A: Yes! We do accept government-sponsored insurance plans (such as Medicare).
Please note that it is against federal law to apply any manufacturer’s coupons to a government-sponsored insurance holder’s prescription.
For more information, please see "Why can't coupons be used with government-sponsored plans?"
If you have any questions, please contact us.
Q: Why can't coupons be used with government-sponsored plans?
A: Due to federal law, pharmacies are unable to apply discount cards, manufacturer coupons, and rebates to prescriptions that are processed with government-sponsored insurance. It is illegal for manufacturers to offer any type of payment that would persuade a patient to purchase something that federal healthcare programs might pay.
Please know that if a medication copay is ever too high, we will work with you and your doctor to find an effective alternative so that you can begin treatment as soon as possible. Please contact us for assistance.
Q: What insurance policies do you accept?
A: We accept most insurance policies, but coverage depends on the dispensing pharmacy's contracts with the insurance carriers. In some cases, we may be unable to apply all insurances. We will, however, work to provide you with the best possible price through manufacturer discounts where available.
Additionally, an insurance company will sometimes require a patient to fill prescriptions at a certain network of pharmacies. In this case, we will notify you and offer to transfer the prescription to a local pharmacy of your choice.
If you have any questions, please contact us.
Q: Why do you need a photo of my prescription insurance card?
A: We request a photo of your prescription insurance card as this is the most efficient way for us to run your insurance.
Having a photo removes any human error of verbally transcribing the processing information, and gives our pharmacists a valid reference.
Prescription insurance cards can be separate from medical insurance cards, depending on the insurance company. The information that is necessary to process prescriptions are: RX Bin, Group, PCN, and the Member ID.
If you have any questions, please contact us.
Q: What is a prior authorization?
A: A prior authorization (PA) is a requirement some insurance providers have in place that allows them to review certain medications before it is decided if they will be covered.
Insurance providers want to know if the medication is medically necessary and appropriate for the patient’s situation before they approve or deny the PA.
Please note that this may cause a delay in processing the prescription, as PAs can take anywhere from 3 to 10 business days, depending on the responsiveness of your doctor and your insurance provider.
Prior authorization process:
At your doctor's request, we will collect the needed forms from your insurance company for your prior authorization.
- Step 1: We will fill out your prior authorization form
- Step 2: We will send it to your provider to ask them to submit it to your insurance
- Step 3: We will follow-up with your provider on the PA submission to your insurance
- Step 4: If your insurance accepts the prior authorization, we will ship your prescription. If your insurance denies the prior authorization, we will contact you regarding alternate options and next steps
If you have any questions, please contact us.
Q: What is an appeal?
A: An appeal is a process where an insurance provider wants to know if a medication is medically necessary and appropriate for the patient's situation. It can be done after a prior authorization has been denied.
At your doctor's request, we will collect any information necessary for the appeal and help initiate the process.
Please note that this may cause a delay in processing the prescription, as an appeal can take up to 14 business days, depending on the responsiveness of your doctor and your insurance provider.
If you have any questions, please contact us.
Q: What is a formulary exception?
A: A formulary exception is a process where an insurance provider wants to know if a medication is medically necessary and appropriate for the patient's situation. When approved, the insurance provider will include the medication in its formulary and cover the medication.
We will work with your doctor to collect any information necessary for the formulary exception and help initiate the process.
Please note that this may cause a delay in processing the prescription, as a formulary exception can take up to 14 business days, depending on the responsiveness of your doctor and your insurance provider.
If you have any questions, please contact us.
Q: What is PhilRx?
A: PhilRx is a prescription management software service that assists you in managing your prescriptions. Our benefits include:
- Automated refills that are processed and delivered before you run out
- Complimentary shipping so you no longer have to wait in line at the pharmacy
- We proactively provide manufacturer coupons, when applicable, to get you the best price for your prescription
- We work as a liaison between you, your doctor, insurance, and our dispensing pharmacies to get your prescription fulfilled in a timely manner
If you have any questions, please contact us.
Q: Is Phil a pharmacy?
A: No, Phil is not a pharmacy. We partner with a network of top-rated and locally-owned specialty pharmacies that fulfill and ship your prescriptions.
If you have any questions, please contact us.
Q: How does PhilRx match me with a partner pharmacy?
A: PhilRx works with a network of locally-owned specialty pharmacies across the country. When matching you to one of these pharmacies, we consider the distance of the pharmacy to your location, inventory, and the volume of prescriptions filled daily by the pharmacy to ensure timely delivery.
If you have any questions, please contact us.
Q: Why did my doctor send my prescription to Phil?
A: There are several reasons why doctors choose to send your prescription to Phil:
- Pricing: We are able to get special pricing from the manufacturer on numerous commonly used, brand name medications. In addition to special pricing, we take the time to add any applicable manufacturer's coupons to bring pricing down as much as possible for you.
- Prior authorizations: We work with your doctor to submit prior authorizations should they be required by your insurance for your prescription.
- Shipping: Shipping is always free!
- Automatic refills: Removing the hassle of remembering to pick up medications
- Support: Our patient advocate team is comprised of compassionate and enthusiastic problem-solvers who are here to help. If you have any questions or need assistance, please contact us. We offer 365 days of support!
Q: Is my information secure?
A: Our fully HIPAA-compliant system protects your health data at all times. Your information is only seen by licensed pharmacy personnel and HIPAA-certified patient advocates.
We take reasonable administrative, physical and electronic measures designed to protect the information that we collect from or about you (including your personally identifiable information and personal health information) from unauthorized access, use, or disclosure. When you enter sensitive information on our forms, we encrypt this data using SSL or other technologies.
If you have any questions, please contact us.