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April 2024 by Valerie Paro
Absolutely terrible company. I wish I could give them no stars. My husband has been a diabetic for 5 years and has been on the same medication for a year. Suddenly ProAct decided that they needed a prior authorization, clinical notes and a survey. The 30 pages of notes the doctors sent wasn’t good enough. ProAct needed a glucose test as according to them that the FDA required that didn’t exist BECAUSE HE WAS on medication and MAINTAINED his sugar! Customer service sucks- only one representative called back in the three week long ordeal. ProAct sent faxes to the WRONG FAX number so the doctor didn’t receive the requested survey. Insurance companies should not be making medical decisions since they can’t even return a phone call or send a fax correctly. So my husband has gone 3 weeks without medication- ProActs response to his serious health problems from lack of medication… “Oh we’re so sorry for this… I can’t do anything. I have to send this to my team.” Avoid them if you can. If you die from their lack of response… I’m sure they will return a call and say they are sorry. This is just wrong on so many levels and absolutely disgusting “passing the buck” attitude- blaming the doctor, blaming the FDA, getting huffy with me because I called multiple times and received no response except for one, was told for four days they put this as “urgent “- no response. Was told after three weeks we could “email a test result in, but it’s not recommended.”(The doctor had asked how to prove this impossible to prove test- and ProAct couldn’t answer her). So that was “super helpful” and they’d send this to an emergency override- which may or may not be done (probably not) but who knows when… or if I hear back. So good luck with company! I’m sure their response will be to blame someone or something else.
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March 2024 by Seth Perry
Wishing I could give negative stars to balance out anyone that is trying to give this company any praise. Apparently any specialty medications are NOT covered under my insurance plan, I don't know if this is a company-wide thing, but that's how this is going. When my doctor called them to try and explain that I NEED this medication to survive, he was told that they would approve a generic version. Instead, they made me wait 2 WEEKS to deny the pill because "it's still a specialty medication." I cancelled my enrollment to Medicaid because of this! I'm just glad that I quit my job over this company and will be getting a new one with a different insurance. If you end up dealing with this pharmacy company, FIND A NEW JOB. Your boss no longer cares about your health!
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March 2024 by Mark Seidman
Worst prescription management company I have ever worked with. They were sent a prescription 7 days ago. When I followed up they told me it was for tablets not capsules so it wasn't covered and they would have to check.They didn't call me, I called them. This would still be sitting if I hadn't reached out.The definition of poor customer service. Unfortunately I am stuck using them due to my insurance.I hope you don't have to.
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March 2024 by Candi Carson
I googled ProAct to get their phone number and saw the reviews. After reading a few I realized the complaints are the same as mine. Getting a prior authorization has been a nightmare. I realize, as a type 2 Diabetic, some of my meds require this and some have become quite popular. I've been on the same meds for years and never had this much trouble getting prior authorizations until this company. My nurse practitioner logs into ProAct's online portal to request a prior authorization, she then gets a fax requesting additional information. She sends the information and somehow it gets lost or something because ProAct will send another fax requesting the same information. She started the process for a medication on Feb. 7th and today on Feb. 26th it was rejected stating she didn't send the required documentation. I was at her office on Feb. 12th when she re-sent the information in front of me. The process is ridiculous. I did finally get 2 of my meds approved, but not without a long drawn out process. I called numerous times stating I was completely out of medication and could they mark it urgent. The process still took well over a week. There has to be a better way. I get why prior authorizations are needed, but I've been a diabetic for 20 years and never had so much trouble getting my needed medication. ProAct should be ashamed they make the process so difficult not just for medical personnel, but also patients.....their customers!! Unfortunately I don't have a choice in using this company or not, as it is the only plan offered to me.
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March 2024 by Chuck Nunley
Worst company ever. If you can avoid them, do!
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March 2024 by Mary Igielinski
Terrible prescription plan, terrible service. Can't get a straight answer. They also lied to me about prescription coverage and having a person return my call. Would not recommend. Thanks for wasting my time and negatively affecting my quality of life.
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February 2024 by Kayla Graham
This is the most awful pharmacy company that I’ve ever used. I’ve been dealing with this situation going on 3 months and I’m not getting anywhere. My doctor have been trying to prescribe me medication (OZEMPIC, Monjuaro, Rybelsus) and none are being approved. I have some health complications and this is beginning to stress me out on top of the condition that I currently have. I’m so over this pharmacy and the way they treats people. They act as if it doesn’t matter about people life’s. I won’t dare refer any family members of mines to this company. They are awful and nasty with it. I feel as though my A1C shouldn’t have to be 6.5 before I can get an approval. Especially when the doctor is trying to prevent that from happening. This is by far the WORST company ever. Don’t care about people health at all.Please go else where before going through them for medications. Not worth spending your time with this awful company.
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February 2024 by J Karp
Awful. Just awful.Prescriptions randomly come off auto-refill. Shipping is slooooooow. Nothing like Express Scripts, where pretty much everything goes out the next day. Website is so slow it must be running on a Windows 98 machine on a 56k modem somewhere.
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February 2024 by Deanna Belrose
ProAcT is the worst pharmacy I have ever had to deal with. You all should be ashamed of yourselves. I’ve already contacted the BBB and left a report but I thought I would also leave a review here to warn others. 4 months ago I was suddenly cut off from my medication. I had been on it for six months with no issues I felt like I finally had my life back. Like my illness no longer ruled my entire life. PROAcT decided that 6 months was enough and with no warning no letter no nothing I get a call from the pharmacy telling me I can’t fill the script. I call the insurance and they say call PROACT. Okay…. I call them they tell my I need to get another preotherization. Easy enough, okay, I call my doctor ask them to send it. They send the preotherization to PROACT. Radio silence for weeks nothing, I’ve run out of my medication at this point. I call proAcT again they tell me they need additional information from my doctor before they can move forward. The man on the phone tells me he some how hasn’t been able to reach my doctor by phone, email, or fax during these weeks. I say that’s impossible and he tells me that it’s true that I need to get a hold of the doctor my self and they’ve closed my case so I’ll have to start the process again. At this point I’m fed up but I call my doctor ask them if they’ve received anything from PROACT they tell me they have not received anything and are confused because they sent the preotherization in and that should have been all they needed. She tells me she will send it again though. I call proAcT and ask if they received they say yes. I ask if they need anything else and a woman tells me I should now be able to get my medicine . Later that same day I get a call one ring hangs up it’s PROACT. I call back run through the usual process of calling getting the auto call button push thing. I have all the options memorized at this point. I get guy number one who makes me confirm my information I tell him why I’m calling and I then get put on hold for 15 mins because he has to transfer me. Keep in mind this is the process every time . Why if I’m calling the preotherization line am I constantly being transferred??????? I finally get a woman she says oh I tried calling but your phone only rang once. We could not process your claim because your no longer a patient of (insert my doctors name) that was a lie. I am still a patient I had to take an entire day off to deal with PROACT and the lies they have spun. My doctor confirmed I am still her patient and is really confused no one from the office sent that fax. So now I’m hopelessly deadlocked trying to get my medication. I still have no answers but you better believe I will continue to fight this.
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February 2024 by Cindy Block
Twice my doctor submitted digital prescriptions and a week later they had not even begun processing my order. The only solution they offered was for me to contact my doctor, get a new script to a local pharmacy and pay a full copay for a 30 day supply instead of a 90 day supply. Unreliable pharmacy with poor customer service that cannot meet tne deman. If you have a choice, choose someone else.
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January 2024 by Linda Schaeber
I never dreamed my employer would do this to me- switch my pharmacy coverage to this wretched scam artist company. My disabled child has taken the same medication for 14 years. I have paid 20 dollars for fourteen years. This is life changing medication!!!! Now that my employers have decided to switch to this useless company, my co pay is $283 a month. Yeah, they talk a good game about overrides, coupons, and of course, as everyone mentions, prior authorizations (what a crock). This is a company designed to deny coverage, not help people. I never would have thought this would happened to a disabled child. You should be ashamed of yourselves. How do you live with yourselves???Oh--- Google will not let me submit my review without stars. I wish I could put negative stars here.
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January 2024 by Arielle Dumornay
I do not usually leave reviews but many of the reviews that I have read are correct. I have been taking a particular medication for about 20 years, I have never had an issue with getting it approved through insurance until now. It has been a month of me trying to get this prior authorization, unlike other prescription companies that use one portal, they have their own. Only problem is that every time my doctor's office tried to upload the necessary documents the portal was not working. They faxed it over several times and the customer service rep stated they didn't receive it. When my doctor's office was finally able to send it to them I was told they needed the clinical notes, even though I confirmed with my doctor's office that they sent it over. It is at the point where my doctor's office does not know what more they need. They then closed the account because of inactivity because my doctor's office was closed the week between Christmas and New Years. I had to ask for a supervisor to re-open the account. When trying to explain how important this medication is and that I have been without it for weeks it falls on deaf ears. This is by far the worst prescription plan I have ever been a part of and their lack of empathy is alarming.
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January 2024 by Donna Capria
Once again this insurance is absolutely horrible. Started a monthly med for auto immune filled it once at it got sent to pro at after that to fill. My co pay went from 25 dollars to 2100 dollars . Customer service is horrendous in helping. Might as well get Medicaid at this point .- adding on to this review 12/27/23. Since this post I received a comment from the company to email them w/ no reply ! Not only that, they have since charged me for a medication ( $20) that I cancelled 6 months ago. Out of no where i received the medication and was charged the money. They refused to credit me and said I didn’t cancel it. Funny thing is if I didn’t cancel it, where was my delivery 3 months ago? It was on a 90 day supply and I have not received it in 6 months since cancelling.This company is such a SCAM and we should be afraid that they have our personal info.Had to have my credit card reimburse me and cancelled all meds w/ them but one that Wegmans cannot fill.
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December 2023 by Daniel Martini
While the general customer service is kind and personable,the pharmacy and insurance is a unacceptable level of some combination of delays, internal lack of communication, or lack of actual work being done for the orders.I have had to get two emergency refills for epilepsy meds, and will have to get a third now as I called and got them to process it today, rather than ten days ago when a previous C.S. rep said it would be processed and shipped within two days of that call, only to find out ten days later that it was never processed in the first place.Getting my medications has never, in my life, been as difficult as it has been now.
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December 2023 by Lillian Tomik
Everything other reviewers are saying about prior authorization is true and not remotely an exaggeration, if you need a medication that they require prior auth for, you need to be in constant communication with them and your doctor's office to make sure they're really sending the forms they say they're sending, and that they're receiving & processing the paperwork your doctor sends back. Worst experience I've ever had with a prescription provider.
