Express Scripts: Customer Service Phone Numbers and Hours — Practical, Professional Guide
Where to find the correct phone number for your plan
The single most reliable place to find an Express Scripts customer service phone number is your insurance ID card. Every employer-sponsored plan, Medicare Part D plan, and Medicaid plan that uses Express Scripts (or the Express Scripts pharmacy benefit manager under Cigna) prints a specific member services phone number, a TTY number, and plan-specific routing codes (BIN, PCN, group) on the back of the card. If you do not have the card, log in to express-scripts.com or your employer benefits portal or the myCigna app — the “Contact Us” or “Support” pages always show the exact number tied to your enrollment.
Express-scripts.com is the corporate customer-facing website; when your plan is managed through Cigna it may also direct you to myCigna.com. If you call a general corporate number you will typically be asked for the group ID and member ID from your card, so have those ready. For hearing-impaired callers in the U.S., use your local relay service (TTY relay at 711) when dialing the number on your card.
Typical phone hours and what is available 24/7
Customer service hours vary by plan. Common patterns for Express Scripts member service are weekday extended hours (for example, 8:00 AM–8:00 PM local time Monday through Friday) with reduced weekend hours; however, automated services such as prescription refill lines, the pharmacy locator, and the automated claims status tools are available 24 hours a day, 7 days a week. Specialty services (prior authorization teams, complex claims, clinical pharmacists) usually operate standard business hours and may have limited weekend coverage.
If you need immediate, time-sensitive assistance (for example, a life-sustaining medication or emergency refill), the automated refill and pharmacy locator tools will often get you a same-day solution. For clinical reviews, prior authorizations, and appeals, expect business-day processing; many plans aim to adjudicate urgent reviews within 24–72 hours and non-urgent reviews within 7–14 calendar days, but exact timelines are defined in your plan documents and Medicare rules if you are on Part D.
Automated vs live agent options
Automated phone systems are designed to handle high-volume, repeatable requests: refill a mail-order prescription, check shipment tracking, make a payment, or find a nearby network pharmacy. Use them for repeat tasks — they run 24/7 and often eliminate hold time. For anything that requires a clinical review, prior authorization, appeals, billing disputes, or coordination with your prescriber, request a transfer to a live agent or press the option for “speak to a representative.”
When you reach a live agent, be ready with your member ID, date of birth, the prescription number (Rx number), prescriber name and phone, and a short summary of the issue. Record the agent’s name, employee ID, date/time, and any reference or confirmation numbers provided. These details materially speed up escalations and appeals.
Departments you may need and how to reach them
Express Scripts handles multiple specialized functions: (1) Member Services (billing, coverage questions, benefit interpretation); (2) Mail-order pharmacy (90-day fills and home delivery); (3) Specialty pharmacy (Accredo — for complex biologics and specialty medications); (4) Prior Authorization / Clinical Reviews; and (5) Appeals & Grievances. The phone tree on the number printed on your ID will route you to the correct group; if you are transferred to a wrong queue, request “escalation to supervisor” and note the transfer path.
For specialty drugs, ask to be connected to Accredo (Express Scripts’ specialty pharmacy). If your issue involves prior authorization delays, ask the representative to confirm the date the clinical team received the request, the submission ID, and an expected decision date in writing (email or fax confirmation). For billing disputes, request a claims-level audit and get the reference number for follow-up.
Practical calling tips and escalation steps
- Before you call: have your member ID, Rx number, prescriber contact, dates of service, and any pharmacy receipts ready. This reduces hold time and speeds resolution.
- Time calls strategically: early morning at opening, or midweek (Tuesday–Thursday) typically have shorter hold times than Monday or the day after a holiday. Avoid late afternoon on Fridays for complex issues that require escalation.
- If the representative cannot resolve your issue, ask for escalation to a supervisor, request a case/incident number, and ask for the supervisor’s name and a callback ETA. Follow up with secure message or fax if you must submit medical records or supporting documentation.
Online alternatives, addresses and documentation
The fastest way to handle many requests is online: express-scripts.com (or the myCigna member portal if your plan is integrated) lets you refill, transfer prescriptions, review copays, view claims history, download receipts, and submit appeals electronically. The Express Scripts mobile app provides the same functions and secure messaging with your care team. Use the pharmacy locator on the site to identify in-network retail pharmacies and check hours and real-time inventory where available.
If you need to submit a written grievance or appeal, request the correct fax or mailing address from the member services representative. Keep copies of everything you send. For Medicare Part D enrollees, the plan’s evidence of coverage (EOC) and the Summary of Benefits will list formal appeal timelines and the plan’s postal/fax addresses; always reference the specific claim number and dates when submitting documentation.
