February 4, 2024 — A cyberattack earlier this week shut down a third-party vendor that manages and approves insurance payments for patient prescriptions. This vendor has relationships with most pharmacies across the United States, including the University of Utah Health Pharmacy.
The attack disrupted pharmacy services across the country, including U of U Health pharmacies. Our pharmacies remain open but are unable to process most insurance claims at this time.
The vendor does not currently have a timeline for service restoration. Our pharmacy staff is taking great care to ensure that patients do not forget to take their medications, but we apologize for any inconvenience this may cause.
Each patient's needs and means are different, so our pharmacy staff works with each patient to provide the best possible care. This personalized approach may result in longer than usual wait times at U of U Health pharmacies.
Patients who are able to pay will be able to pay the full retail price of their prescriptions and receive reimbursement from their insurance company as soon as the system is restored. If waiting for reimbursement is not a viable option, patients can receive an emergency supply of medication until the system can process claims for a full supply.
If patients have questions about reimbursement, they are encouraged to contact their insurance company directly at the customer service number listed on their insurance card or on their website.
We appreciate your understanding and cooperation as we address this issue. We will continue to provide medication and the best possible service during this system disruption.
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