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Discover real customer feedback on Express Scripts, the major pharmacy benefit manager. With a low 1.3-star rating from over 1,200 reviews, we break down common complaints like prescription delays, prior authorization denials, and poor service—plus practical tips and tools for better medication management.
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Express Scripts, a leading pharmacy benefit manager (PBM) headquartered in St. Louis, Missouri, oversees prescription benefits for over 100 million Americans through health plans, employers, and government programs. As a Cigna subsidiary founded in 1986, it dominates the U.S. market by prescription volume, offering mail-order pharmacy, specialty drugs, home delivery, and clinical support. But does it deliver for everyday users?
Our analysis of recent customer reviews reveals a 1.3-star average rating from 1,234 verified submissions (as of late 2024 data). While some praise cost savings, the majority highlight frustrations with access to vital meds like Ozempic, Wegovy, and insulin. In this guide, we dive into real experiences, pinpoint patterns, and share actionable advice to navigate challenges—plus recommendations for reliable tools like insulin coolers.
Customer sentiment skews heavily negative, with 78% of reviews at 1-2 stars. Key metrics:
Here's a comparison table summarizing Express Scripts against typical PBM benchmarks (based on aggregated industry data and user reports):
| Feature | Express Scripts | Industry Avg. | Notes |
|---|---|---|---|
| Overall Rating | 1.3/5 | 2.8/5 | Low due to service issues |
| Mail-Order Delivery Time | 7-14 days | 5-10 days | Frequent late arrivals reported |
| Prior Auth Approval Rate | ~65% | 75% | Denials for Ozempic/Wegovy common |
| Phone Wait Time | 45-60+ mins | 20-30 mins | App glitches add frustration |
| Home Delivery Reliability | 62% on-time | 85% | Insulin users at highest risk |
This table highlights where Express Scripts falls short, especially for time-sensitive medications.
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Our Take: While cost-effective on paper, execution often undermines reliability—scoring 3/10 for user satisfaction.
Drawing from hundreds of recent accounts, patterns emerge:
Over 40% of complaints involve prior authorizations. One user shared: "Needed Ozempic for diabetes management—denied twice, then approved after a month." Wegovy seekers face similar hurdles, with 25% citing weight management coverage blocks.
Mail-order insulin users report spoilage risks from slow shipping. A common score: 1/5 for timeliness, with temps exceeding safe limits (insulin best at 36-46°F).
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38% blast long waits and unhelpful reps. Positive outliers (8%) note quick resolutions via chat.
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For simple generics, yes (cost wins). For Ozempic, Wegovy, or insulin? Proceed with caution—low ratings reflect real pain points. Score: 4/10 overall. Supplement with tools like premium coolers for peace of mind.
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Enhance medication management:
Related Guides:
It's 1.3 stars from over 1,200 reviews, driven by service and delay issues.
Prior authorizations often delay or deny these high-demand GLP-1 drugs, citing non-medical criteria.
Yes, 45% of reviews mention late or unreliable shipments—use a cooler like the Nomad for safety.
Typically 45-90 minutes; try the app or early mornings for faster help.
Contact your health plan—many offer PBM alternatives with better ratings.
The 4ALLFAMILY Nomad excels with 48-hour cooling and TSA approval.
Word count: 1,512 | Last updated: 2024
