Our retail pharmacies are now online and we are able to process insurance claims. We appreciate your patience as we return to normal business operations, as it may take longer than usual to conduct these transactions.
2/28/2024
Media Contact:
Kathy Wilets
Senior Director, Public Affairs, University of Utah Health
Email: Kathy.Wilets@utah.edu
Feb 24, 2024—A cyber-attack that took place earlier this week has shut down a third-party vendor which manages and authorizes insurance payments for patient prescriptions. This vendor has relationships with a large percentage of pharmacies throughout the United States, including pharmacies at University of Utah Health.
This attack has caused disruptions to service for pharmacies nationwide, including U of U Health pharmacies. Our pharmacies are still operating, however we’re unable to process most insurance claims at this time.
The vendor does not currently have a timeline for restoration of service. Pharmacy staff are working diligently with patients to ensure medication doses are not missed and we apologize for any inconvenience this may cause.
Every patient’s needs and means are different, so pharmacy staff are working with each individual to provide the best possible care. This personalized approach will likely result in longer than usual wait times at U of U Health pharmacies.
Patients who are able can pay full retail price for prescriptions and receive reimbursement from their insurer promptly once the system has been restored. If waiting for reimbursement is not a viable option, patients may receive a stop-gap supply of medication until the system can process their claim for a full supply.
If patients have questions about reimbursement, they are encouraged to contact their insurance provider directly at the customer service phone number or website listed on their insurance card.
We appreciate your patience as we work through this issue and remain committed to providing you with your medications and the best service possible during this disruption to our system.
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