Customer ReviewsforProAct, Inc

I have now been off my medication for 4 months because of this awful place. I have spent hours on the phone with these people trying to get my medication. First they just cut off my medication at six months telling me I had to send a preotherization in before I could get my medicine. Okay no problem I have my doctor send in the preotherization in. I hear nothing back so I call I get transferred twice both times explaining what’s going on and so man tells me that I can’t get my medication till they send more proof of my condition, tells me they have reached out to my DRs office multiple times and had gotten no response. Said the matter was closed and I had to re open another claim. So I called my DRs office again they tell me they never recieved any follow up and the preotherization had everything I needed but they would send a new one. Yesterday I call again and ask how the new claim is going and they tell me I should be all good now. I was said that’s great! Nope it wasn’t great I get another call this time telling me I have been dropped as a patient at my doctors office. I am now panicking and I have no way to confirm this so I take a day off from work to talk to my doctor and she tells me they’ve never sent anything stating I’ve been dropped and all my appointments are fine. PROact is the biggest scam I have ever had the displeasure of having to use.

Proact Pharmacy Services sincerely apologies for any inconvenience or frustrations this situation may have caused you. We have reviewed your concerns and the details of the data surrounding the fills that were processed for the medication in question. The medication needed is FDA approved for a maximum duration of 24 months. This medication does not require a prior authorization initially but does have a quantity limit flag of 6 months, then requires a prior authorization to move forward. Proact had paid claims 5/30/23, 6/27/23, 7/25/23, 8/26/23, 9/25/23, and 10/25/23 with no prior authorization required. On 11/3/23, this medication started rejecting for Quantity Limits Exceed Maximum Allowed. The prescriber started a prior authorization request on 12/13/2023 for continuation of therapy. We requested additional information on 12/18/23 and 12/19/23. There was no additional response from the prescriber, so that prior authorization was then abort/dismissed on 12/29/23. On 1/15/24 the original request was reopened by the prescriber, however, the prescriber’s office sent in the same information as before, so we sent an additional request for the same information that was previously requested. On 1/19/24 ProAct was asked by member if we could send all information and documents regarding the prior authorization request. This was completed later that day. On 1/23/24 this case was escalated to clinical from the helpdesk. A clinical pharmacist called and explained what was going on with the request, including the attempts we made to request the information we needed surrounding the FDA approved duration. The prescriber’s office was called, and a voicemail left. Fortunately, we were able to move forward with approval based on the claims file and information provided from the patient and approved the prior authorization. We called you back to let you know about the approval and to reach out to your pharmacy to have them reprocess the claim. We see that there was a paid claim at ******* on 1/23/24. The authorization is placed for one year. We again apologize for any inconvenience and hope that we will have the opportunity to regain your confidence in ProAct. We are 100% committed to provide the best customer service possible. If you have any other questions or concerns, please reach out to our help desk at ***************