MOAA members have reached out in recent months to notify us of persistent shortages of certain drug classes through the TRICARE Home Delivery program, including high-demand diabetes medications such as Mounjaro and Trulicity.

While MOAA cannot intervene in individual medical cases, we have reached out to the Defense Health Agency (DHA) with this beneficiary feedback. We’ve requested a briefing on steps being taken to address drugs shortages specific to the TRICARE mail-order program, as well as a streamlined process for retail waivers for drugs unavailable via mail order.

MOAA works regularly with Express Scripts, the pharmacy benefits manager for TRICARE, to seek program improvements and address beneficiary issues of all types, including out-of-stocks. Home delivery program out-of-stocks mean higher copays and a hassle for beneficiaries who are forced to transfer their out-of-stock prescriptions to a retail pharmacy, at least temporarily, to get their medications filled.

[FROM TRICARE.MIL: What Do I Do If My Prescription Drug Is Out of Stock Through Home Delivery?]

Why are some medications out-of-stock for mail order but available at retail pharmacies? A vendor contract administered by the Defense Logistics Agency (DLA) provides DoD with prescription drugs at favorable federal supply schedule pricing, but it sometimes encounters supply problems that retail pharmacies don’t experience. You can learn more about the procurement process at this link.

Based on feedback from MOAA members and other TRICARE beneficiaries frustrated with mail-order program out-of-stocks, Express Scripts, DHA, and DLA worked together to improve out-of-stock rates – at one point reducing the TRICARE mail-order prescription out-of-stock rate by two-thirds.

Prescription Resources

These links and contact numbers may help TRICARE beneficiaries attempting to navigate out-of-stock issues:

• Call Express Scripts at (877) 363-1303 for most medications, or (877) 882-3324 for specialty medications. In either case, have a prescription bottle ready.
• Track prescription status online at the Express Scripts homepage. Log in to your account, then select “Prescriptions,” then “Order History.” This will allow you to check order placement and auto-refill schedules. The site also allows users to track their drug shipments.
• Download the Express Scripts Pharmacy mobile app to track status. If you need to establish a TRICARE/Express Scripts online account, start here.

[UPDATED MONTHLY: MOAA's TRICARE Toolkit]

MOAA relies on member feedback to inform its advocacy efforts and to ensure existing programs are working as intended to provide the service-earned benefits our members and others in the wider uniformed services community deserve. Contact us at legis@moaa.org with feedback on this issue and others that may enhance our ongoing work on behalf of those who serve and have served, their families, and their survivors.