CVS Caremark system issue leaves prescriptions unfilled for hours

A recent problem with CVS Caremark’s system network had shoppers scrambling for prescriptions, reports the Wall Street Journal.

On July 10, prescriptions could not be processed for several hours, and when issues were resolved the next day, there were still some interruptions.

“A system issue impacted Caremark prescription billing and some e-prescriptions on July 10,” CVS said in an emailed statement to Supermarket News. “Our system is operational now, but there may be temporary delays as our pharmacy teams resolve a backlog of prescriptions.”

The main issue concerned insurance coverage, according to the Wall Street Journal. CVS could not determine what medications were covered by insurance, and how much was covered. Many shoppers were told to come back in 24 hours or pay the full price of the medication, and WSJ reported some pharmacies were still filling prescriptions to those who were deemed emergency situations. They were told the payment would be settled later.

CVS handles more pharmacy benefit cases than any other company in the U.S. The pharmacy retailer moved through 2.3 billion claims last year alone, representing almost a third of the market, according to the Wall Street Journal.