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Frequently Asked Questions

Online Account Security

Why do I need to provide personal information during the online account activation process?

To correctly identify you and your family members, Express Scripts must obtain beneficiary-specific personal information. In most cases, only you would have access to this information. These requirements help ensure the security of your health information.

Why does Express Scripts require that I keep personal information on file on its website?

We store the information you provide to ensure correct identification. We have enacted certain measures to ensure the safety of your information. However, if you prefer not to disclose your information over the Internet, you can call 877.363.1303 for assistance.

How does Express Scripts ensure that my personal information is safe and that my online transactions on its website are secure?

Your privacy and the security of your personal information are of the utmost importance to us. We will not sell or disclose your personal or health-related personal information to other companies or organizations outside of the Express Scripts company. Read our Privacy Promise for more details.

Express Scripts employs the latest security measures to ensure the security of your personal information and online transactions. For more information, read our Security Statement.

You can ensure that the environment is secured by locating the padlock icon at the bottom right-hand of your screen; in addition, the website address should start with https:// (the "s" indicates that the environment is secured).

In addition to these measures, we separate your debit or credit card information from the rest of your order data. We then store your card information on a separate server that is not accessible from the Internet to prevent external parties from viewing your information.

How do I change my e-mail address or other profile information?

To change your e-mail address, user name or password, sign into your online account and go to the Change User Name and Email under the My Account section to update your e-mail address.

Why did I receive an e-mail message from Express Scripts or one of its companies that told me to click a link or "pick up a packet" from another site?

Express Scripts and its companies often send e-mails to members that contain protected health information (PHI), such as details about your medications or health condition. These must be delivered securely to ensure your privacy. We do this by sending you an encrypted e-mail containing a unique link that will take you to the actual body of the e-mail message. This way, no PHI is transmitted directly via e-mail.

Important Points:

  • You will not be required to download or install any software to access these e-mails. Simply click on the link to be taken to a secure website where the e-mail message is waiting.
  • Encryption is done by an Internet browser (Internet Explorer, Firefox, etc).
  • You will not be asked to provide confidential information to access the content of the e-mail.
What recourse do I have if it is determined that I suffer a financial loss due to someone stealing my information from Express Scripts?

While Express Scripts takes great care in trying to prevent these types of incidents, each beneficiary accepts the user agreement during registration, which indicates the extent of Express Scripts' liability. This agreement states the conditions under which the beneficiary does business with Express Scripts via the Internet. Specifically, the user agreement states that Express Scripts will do all that can reasonably be expected to protect beneficiary information; in addition, Express Scripts makes various recommendations with which beneficiaries should be familiar to help ensure privacy.

Does Express Scripts store my social security number on its systems when I register?

Express Scripts stores a copy of your member ID number when you successfully register to use this website. If your plan uses your Social Security number as your member ID number, then that number will be stored.

Your member ID number is stored on computers that reside behind several firewalls (computer programs designed to keep out intruders). In addition, our computer databases are designed to separate critical information, such as check card or credit card information and social security numbers, from less sensitive information.

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