APWU Health Plan FAQ

APWU Health Plan has been offering affordable, comprehensive coverage to postal workers, federal employees, and retirees since 1960. We’re here to help you choose a plan that’s right for you and make the most of your benefits.

If you can’t find an answer to your question, contact us to speak with a customer service representative:

Monday – Friday, 8:30 am – 6:30 pm ET
Displaying FAQs for High Option

A generic drug is a chemical equivalent of a corresponding brand-name drug. The US Food and Drug Administration sets quality standards for generic drugs to ensure that these drugs meet the same standards of quality and strength as brand-name drugs.

Generic drugs are generally less expensive than brand drugs. Therefore, you may reduce your out-of-pocket-expenses by choosing to use a generic drug.

High Option prescription benefits

With the High Option prescription plan, a generic equivalent will be dispensed if it is available, unless your prescriber specifically requires a brand-name drug. If you receive a brand-name drug when an FDA-approved generic drug is available, and your prescriber has not received a preauthorization, you have to pay the difference in cost between the brand-name drug and the generic, in addition to your coinsurance.

However, if your doctor obtains preauthorization because it is medically necessary that a brand-name drug be dispensed, you will not be required to pay this cost difference.

Your doctor may seek preauthorization by calling 1-800-753-2851.

High Option coverage limitations

The Plan may have certain coverage limitations to ensure clinical appropriateness. For example, prescription drugs used for cosmetic purposes may not be covered, a medication might be limited to a certain amount (such as the number of pills or total dosage) within a specific time period, or require authorization to confirm clinical use based on FDA labeling.

In these cases, you or your prescriber can begin the coverage review process by calling Express Scripts customer service at 1-800-841-2734.

Smart90 is a feature of your High Option prescription plan, managed by Express Scripts. With it, you have two ways to get up to a 90-day supply of your long-term medications (non-specialty drugs you take regularly for ongoing conditions):

1. Fill your prescriptions through home delivery from Express Scripts pharmacy.

2. Fill your prescriptions at a retail pharmacy the Smart90 network.

The High Option prescription plan includes access to nearly 64,000 pharmacies that belong to the Express Scripts network, along with home delivery options in all 50 states.

The advantages of getting up to a 90-day supply

By getting up to a 90-day supply of your long-term medication, you’ll make fewer trips to the pharmacy, and you’ll only need to make one payment every three months. Also, there’s usually a savings for getting one 90-day supply vs. three 30-day supplies at retail.

You will pay the same copayment for your 90-day supply whether you fill through home delivery from Express Scripts pharmacy or at a Smart90 network pharmacy. 

To get started with Smart90visit Express Scripts or call:

1-800-841-2734
1-800-759-1089 (TTY)

8 am – midnight ET, Monday – Friday
8 am – 6 pm ET, Saturday

If you’re a first-time visitor to the website, take a minute to register with your Health Plan member ID number.

Prescription drug lists (PDL) often have tiers, or groups of drugs categorized by cost. Generally, a drug in a lower tier will cost less than a drug in a higher tier. Your cost-share or copay is based on which tier your drug is in.

The High Option pharmacy plan has six drug tiers:

A 30-day supply of non-specialty retail prescription drugs and a 90-day supply of non-specialty mail-order prescription drugs have three tiers:

Tier 1: Includes generic drugs
Tier 2: Includes preferred brand-name drugs
Tier 3: Includes non-preferred brand-name drugs

A 30-day supply of specialty retail prescription drugs and a 90-day supply of specialty mail-order prescription drugs have three tiers:

Tier 4: Includes generic specialty drugs
Tier 5: Includes preferred brand-name specialty drugs
Tier 6: Includes non-preferred brand-name specialty

The Consumer Driven Option pharmacy plan has three drug tiers:

Tier 1: Mostly generic drugs, but some brand-name drugs may be included
Tier 2: A mix of brand-name and generic drugs
Tier 3: Mostly brand-name drugs and some generics 

The Medicare PDP for Postal Service retirees and the Medicare PDP for federal retirees both have four drug tiers instead of the standard six tiers under Medicare Part D.

Plans can change the PDL at any time. Your plan must notify you of any changes to a list that affects the medications you take.

You have the right to file a suggestion, appeal, complaint or grievance about: 

  • APWU Health Plan 
  • A healthcare service 
  • A healthcare provider or professional 

All suggestions are shared with the appropriate staff and departments. All complaints are investigated and resolved by the Member Service Representative. Your provider can file a complaint for you if you give the provider your consent in writing to do so. 

How to file a complaint by phone, email or mail 

  1. Call 1-800-222-APWU (2798). 
  2. Contact APWU Health Plan 
  3. Mailing address: 

APWU Health Plan 
P.O. Box 8660 
Elkridge, MD 21075 

APWU Health Plan will respond within 30 days. 

How to file an urgent or expedited appeal/complaint by mail 

If your complaint is regarding medical care or treatment that is urgent and requires an expedited response, please follow these directions: 

Mailing addresses: 

High Option 

APWU Health Plan
P.O. Box 8660
Elkridge, MD 21075

Consumer Driven Option 

UnitedHealthcare Appeals
P.O. Box 740816
Atlanta, GA 30374-0816

Response timeframes 

Urgent/expedited pre-service claim: 72 hours 

Pre-service claim—a claim requiring pre-approval as a condition of coverage: 15 business days 

Post-service claim—a claim for services that have already been provided: 30 business days 

Members (or designees) have the right to file a grievance or appeal when they disagree with APWU Health Plan’s decision not to authorize services or not to pay for a claim. 

Appeals must be received in writing and submitted within 180 days of the original claim determination. Additional information on the appeals process may be found on our website or in the official Health Plan brochure, Section 8. 

Your comments and suggestions are important to us as we strive to improve the quality of service and care we provide to our members. 

To check the progress of a pending claim, please submit a claim status inquiry, and we will respond within 48 hours. 

If you have trouble submitting a claim online, you can order claim forms to be sent to you by postal mail. 

Please submit a prescription drug claim form to request payment for covered services under your High Option plan. 

Please submit a dental claim form to request payment for covered services under your High Option plan. 

Please submit a medical claim form to request payment for covered services under your High Option plan. 

Happy Holidays

Our offices will close at noon on Tuesday, December 23, and will remain closed through Friday, December 26. We will reopen at 8:30 a.m. ET on Monday, December 29.

For 24/7 access to your healthcare benefits, log in to your postal member portal or federal member portal.

Happy Thanksgiving

Our offices will be closed on Thursday and Friday, November 27 – 28, to observe Thanksgiving. We will reopen at 8:30 a.m. ET on Monday, December 1.

All eligible postal workers, federal employees, and retirees can enroll in APWU Health Plan during Open Season.

We honor military veterans of the U.S. Armed Forces

Our offices will be closed on Tuesday, November 11, to observe Veterans Day. We will reopen at 8:30 a.m. ET on Wednesday, November 12.

For 24/7 access to your healthcare benefits, log in to your postal member portal or federal member portal.

Health Plan offices closed

Our offices will be closed on Monday, October 13, to observe Columbus Day. We will reopen at 8:30 a.m. ET on Tuesday, October 14.

For 24/7 access to your healthcare benefits, log in to your postal member portal or federal member portal.

Happy Labor Day

Our offices will be closed on Monday, September 1, to observe Labor Day. We will reopen at 8:30 a.m. ET on Tuesday, September 2.

For 24/7 access to your healthcare benefits, log in to your postal member portal or federal member portal.

Happy Independence Day

Our offices will close at noon on Thursday, July 3, and remain closed on Friday, July 4, to observe Independence Day. We will reopen at 8:30 a.m. ET on Monday, July 7.

For 24/7 access to your healthcare benefits, log in to your postal member portal or federal member portal.

Happy Juneteenth

Our offices will be closed on Thursday, June 19, in honor of Juneteenth. We will reopen at 8:30 a.m. ET on Friday, June 20.

For 24/7 access to your healthcare benefits, log in to your postal member portal or federal member portal.

In honor of all who served

Our offices will be closed on Monday, May 26, to observe Memorial Day. We will reopen at 8:30 a.m. ET on Tuesday, May 27.

For 24/7 access to your healthcare benefits, log in to your postal member portal or federal member portal.

Important Alert: Beware of Pharmacy Scam Calls

CVS Pharmacy has reported an increase in scam calls from criminals pretending to be pharmacy representatives. These scammers may ask for sensitive personal information, including your driver’s license number, Social Security number, or insurance details.

How to Protect Yourself

  • Hang up immediately – If you receive an unexpected call and are unsure if it’s legitimate, do not engage. Hang up and contact CVS directly.
  • Verify with CVS – Call your local CVS pharmacy using their official number. Find a CVS near you: CVS Store Locator
  • Never share personal information – Do not provide your prescription details, insurance information, Social Security number, or financial details to unknown callers.
  • Contact your prescription drug provider – If you are unsure about a call related to your medication, reach out to your prescription provider directly:

Common Scam Tactics

Scammers may ask questions such as:

  • Do you need any medication refills?
  • What prescriptions are you taking?
  • What is your driver’s license or Social Security number?
  • Can you confirm your insurance details?

Stay alert and protect your personal information. If you suspect a scam, report it to CVS or your prescription provider immediately.