Frequently Asked Questions


Forms and Envelopes

Why do I need to complete a health profile to have my prescriptions filled?
Completing your health profile is an important way to let the pharmacist filling your prescription know about any allergies or health conditions you may have. This form is required with your first prescription order through Merck-Medco Rx Services. Once completed and submitted, Merck-Medco keeps this information on file to help serve you better. Once an initial health profile is completed and submitted, it is only necessary to complete another profile form when you have health updates that a pharmacist needs to know when filling additional new or renewal prescriptions.

Is there any difference between using the online mail service form provided on this site and ordering a supply of traditional mail service envelopes?
If you have a new mail service prescription or a prescription renewal, you may use our online mail service form or you may order traditional mail service envelopes to send in these prescriptions. If you choose to use our online mail service form, you will be able to send in your new or renewed prescriptions at once by completing the form and enclosing the form and the prescription in a business-size envelope and mailing to your Merck-Medco Rx Services mail service pharmacy.

Should you choose to order traditional mail service envelopes, you can expect a seven- to 10-day delivery time before they arrive at your home. To save time, use our online mail service form. Remember: refill your existing mail service prescriptions on this site for the most efficient processing.

What are the envelopes used for and when can I order them?
As an eligible Merck-Medco mail service plan member, you can use our mail service envelopes to submit new prescriptions. Once your new prescription is filled, you may refill your prescription online right here on the Merck-Medco Managed Care Online™ site. Of course, you can always use our automated telephone service by dialing 1-800-4REFILL (1-800-473-3455) or our mail service envelopes to refill your prescriptions as well.

What are the forms used for and when can I order them?
If your prescription benefit plan contains a retail pharmacy component, you may request forms so that you can submit claims for prescription expenses incurred at retail pharmacies. Depending on your benefit, you may need to use a claim form for every prescription filled at a retail pharmacy, or just when you use an out-of-network pharmacy. Please consult your benefit plan materials to determine when and if a retail claim form is needed. When filling prescriptions at your local retail pharmacy, be certain to use a participating network pharmacy and always present your prescription benefit card. Use our online pharmacy locator to quickly find participating pharmacies in your area.

I have clicked on the Envelopes/Forms option, but I only see Envelopes as an option. Why?
If you are only presented with an envelopes option, your plan may be mail-service only, or if you do have a retail component to your prescription benefit plan, Merck-Medco may not administer this portion of your benefit. Please consult your plan materials to determine your plan's specifications. If you are certain that your plan has a retail component administered by Merck-Medco, please contact your benefits administrator to doublecheck.

I have clicked on the Envelopes/Forms option, but I only see Forms. Why?
If you are only presented with a forms option, your plan may be retail-only, or if you do have a mail service component to your prescription benefit plan, Merck-Medco may not administer this portion of your benefit. Please consult your plan materials to determine your plan's specifications. If you are certain that your plan has a mail-service component administered by Merck-Medco, please contact your benefits administrator to doublecheck.

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