OTC Benefits Guidelines


  • Please allow 7-10 business days after an order is placed for delivery. An order might take longer to arrive if a change is made or an item is not in stock.

  • Your order total will be applied to the benefit period in which the order is received. If you place your order using an order form, your order total will be applied to the month in which we receive your form. For example, if you mail your order form on June 29th, but we receive it on July 1st, your order total will be applied to your July benefit allowance, not your June benefit allowance. If you are getting close to the end of the month and you do not think your order form will be received in time, please use a different method to place your order such as calling in, faxing, emailing, or ordering online.

  • Your order total may not exceed your monthly benefit amount.

  • Orders may only be placed by the member, an authorized representative verbally approved by the member at time of the order, and/or the member’s authorized representative on file.

  • If you disenroll from CareSource Health Plans, your OTC benefit will automatically terminate.

  • OTC products are intended for member use only. Ordering OTC items for friends and family is not allowed.

  • If an item is damaged during shipping, it will be exchanged or replaced for an identical item, at no cost, within 5 days from when United Medco is notified.

  • Your benefit allows a set amount every month as specified in your Summary of Benefits and Evidence of Coverage. Benefit is quarterly and does not roll over. You pay $0 copay for covered OTC items, and products up to the available benefit limit each month. You can check your available balance at any time by either logging on to the ordering portal or calling us at 1-866-275-3905 (TTY: 711).

  • 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 us at 1-866-275-3905 (TTY: 711).

If you have questions about your OTC order, please call 1-866-275-3905 (TTY: 711). Dedicated Customer Service Representatives are available Monday – Friday 8am – 8pm. For all other questions, please contact CareSource Health Plans Member Services at 1-888-657-4170 (TTY: 711), Monday - Sunday from 8 a.m - 8 p.m. During certain times of the year we may use alternative technologies to answer your call on weekends and Federal holidays.