Over-the-Counter (OTC) Benefit Program Frequently Asked Questions

How does my CareSource OTC benefit work?

As a CareSource member, you will receive a quarterly OTC allowance to purchase eligible OTC products. The dollar value of your quarterly allowance depends on your plan. Quarterly OTC balances do not roll over from quarter to quarter.

Where can I buy OTC products based on the 2022 CareSource OTC Benefit?

You can purchase OTC products under the 2022 OTC Benefit one of four ways:

• PARTICIPATING RETAILER: You can visit a participating retailer or pharmacy to purchase eligible over-the-counter (OTC) products using your CareSource OTC debit card. Participating retailers can be found on the ordering portal. Your CareSource OTC debit card may not be used online at participating retailers. All online orders must go through the ordering portal process outlined below.


• ONLINE: Visit the ordering portal. You will need to register and create a username and password to gain access to this ordering portal.


• CALL: You can call the dedicated CareSource OTC benefit phone number and speak with a Member Experience Advocate. Our Member Experience Advocates will walk you through your OTC benefit and ordering process. Orders can be placed over the phone. The OTC Member Experience phone number is 1-866-275-3905. Our Member Experience Advocates are available Monday - Friday between 8 a.m. and 8 p.m.


• MAIL: You can order by mail using an OTC Order Form. Please mail a completed form to the following address: CareSource OTC Orders 4613 N. University Drive, Unit #586 Coral Spring, FL 33067.

How do I register for the mail order OTC Benefit?

Mail order registration can be completed by visiting the ordering portal. Select Register under the Member Login section and enter your CareSource member ID number and date of birth to register. You can also call and have a Member Experience Advocate assist you with the registration process and help complete your first order. Call our Member Experience Advocates at 1-866-275-3905

How do I request my OTC debit card and when will the OTC debit card be mailed to me?

To request an OTC debit card, visit the ordering portal and select the OTC Debit Card section at the top of the page. You will receive your card 5-10 business days from registration. Activation instructions will be included in the debit card mailer.

How long does it take for my order to get to me?

Orders placed online are processed and shipped within 24 hours. If the order is placed on a weekend, it will process and ship on the following business day. Orders are shipped through the best available freight carrier and take an average of 3-7 business days to arrive at your doorstep from the shipment date. Tracking and updates are available at the ordering portal.

How many orders can I place per quarter?

There is no limit on how many orders you can place in any given benefit period. The only restriction is towards the benefit amount. You will not be allowed to purchase products that exceed your quarterly benefit amount.

What retailers or pharmacy can I use my OTC debit card at?

Participating retailers and pharmacies can be found online on the ordering portal. Retailers and eligible product categories are listed in detail. Retailers include, but are not limited to, CVS, Walgreens, Walmart, Rite Aid, Giant Eagle and Schnucks. A full list of local retailers is available when logged in to the ordering portal.

What products can I buy with my OTC debit card?

What happens if my OTC debit card is lost or stolen?

If you have a lost or stolen OTC debit card, call our Member Experience Advocates at 1-866-275-3905. An advocate will assist you with getting a new card reissued. You are encouraged to contact our Member Experience Advocates as soon as possible once your card is no longer in your possession to expedite the deactivation of the current card.

Can a family member order for me?

Orders may only be placed by you (e.g., the member), an authorized advocate verbally approved by you at time of the order or your authorized representative on file.

What happens if an item is damaged during shipment?

If an item is damaged during shipment, it will be exchanged or replaced for an identical item at no cost to you. Your new shipment will arrive within 5 days from when United Medco was notified.

Can orders be returned?

Due to the personal nature of these products, returns are not accepted.

Can I share products with my family members or friends?

OTC items are intended for your use only to help with any health or medical needs you have. Sharing OTC products is prohibited.

Can I purchase more than the allotted benefit amount?

Your order total may not exceed the benefit amount. Cash, checks, credit cards or money orders are not accepted under this OTC benefit.

Do benefit dollars roll over to the next quarter?

Unused benefit dollars will not roll over into the next quarter.

What happens if I disenroll from CareSource?

If you disenroll from a CareSource plan, the OTC benefit will automatically terminate.

When does my benefit reset?

Your benefit allows for a set amount every quarter as specified in your Summary of Benefits and Member Handbook. The benefit amount does not roll over from month to month. You pay $0 copay for covered OTC items and products up to the available benefit limit each month. To check your balance, visit the ordering portal or call our Member Experience Advocates at 1-866-275-3905.

Will items change throughout the year?

Items in the 2022 OTC Catalog may change throughout the year. For the most up-to-date listing of products available, visit the ordering portal or call our Member Experience Advocates at 1-866-275-3905.