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Frequently Asked Questions

Can I use this benefit at my local pharmacy or anywhere else outside the OTC Fulfillment Center?

No. Please use your OTC benefit through the Highmark Blue Shield of Northeastern New York OTC Fulfillment Center only. You can order online, by mail, or over the phone.

Do unused OTC funds roll over to the following quarter?

Unused funds will be rolled over from one quarter to the next, but will not be rolled over into the following plan year.

How many OTC orders can I place each quarter?

You can place one order per quarter, so make sure you order all of the OTC products you need for that quarter in your order.

Am I getting charged any additional fees for this benefit?

No. There are no additional fees or out-of-pocket expenses for you related to this benefit.

Can I order more than my available allowance funds worth of OTC products in a single order and cover the remaining charges myself?

There’s no option to place an order for more than your available allowance. You will not be allowed to pay additional out- of-pocket costs for OTC supplies.

Can I use my benefit for someone else or combine with someone else (i.e. spouse, family member, or friend)?

No. This supplemental benefit is meant for member use only.

How many days does it take to receive an order?

Orders are delivered within 5-7 business days.

Is there a shipping and handling charge?

No. There is no charge to you for shipping and handling. Highmark Blue Shield of Northeastern New York will pay for your shipping.

Who can I contact if I have any additional questions?

Please contact the OTC Fulfillment Center at 1-855-435-5162 (TTY 711).

What impact does Covid-19 have on the OTC item list availability?

In response to the coronavirus pandemic causing nationwide shortages, we reserve the right to limit quantities when necessary of any item at any time.

What are the guidelines for creating a User ID?

Your user ID must be 8–25 characters. It is not case-sensitive.

What happens if I forgot my User ID?

On the welcome screen, click "I forgot my username". The system will ask you to re-enter information from your Highmark Blue Shield of Northeastern New York member ID card and will then email your user ID to you.

What are the guidelines for creating a Password?

Your password must be 8–25 characters and contain at least one number, one capital letter, and one lowercase letter. Passwords are case-sensitive.

What does it mean if I received the error message, "Incorrect Password entered? Please try again"?

Your password was entered incorrectly. If you can’t remember your password, you will be locked out after three attempts, so please click "I forgot my password" below "Log In or Register." Remember, your password must be 8–25 characters and contain at least one number, one capital letter, and one lowercase letter. Passwords are case-sensitive.

I forgot my password and had a new (temporary) password provided for me. Why is the site asking for me to change my password?

When you log in with a temporary password sent to your email by the system, you will be asked to change your password to something of your own choosing. Then you will be able to log in with your user ID and the new password you have chosen.

I have tried to log in several times and have been locked out of the system. What should I do now?

You will be locked out of the website if a user ID or password is entered incorrectly three times. The website should be accessible for additional log-in attempts after 20 minutes. If you continue to experience difficulties logging in, please contact the OTC Fulfillment center for assistance.

What OTC benefit information can I access from the Website?

You can:

  1. View and manage OTC member account information
  2. View catalog items
  3. View your available benefit balance
  4. Determine when your current benefit expires
  5. Determine when your next benefit will be available
  6. Search for specific over-the-counter products
  7. Order over-the-counter products
  8. Track orders and determine home-delivery dates
  9. Download a product catalog
  10. Print a mail-in order form

How do I print a catalog or mail-in order form from the website?

You can download a product catalog and order form from the website. Click My Account at the top of the page and choose Download Catalog/Order Form. A mail-in order form is also included in every package delivered with your OTC order

I changed my address in the "Ship to" area of the website. Why is my primary address not changed?

If you need to change your primary address, please call Highmark Blue Shield of Northeastern New York at the number on the back of your member ID card.


Where can I find my available benefit or next benefit credit date?

Your quarterly benefit is credited on the first day of each new quarter on the welcome page of the website. Once you place your order, any unused funds displayed will roll over to the next quarter for future purchases. Unused funds will be rolled over from one quarter to the next, but not into the next plan year.

How do I check order status?

Go to "My Account" and click "Order History" for a list of all orders placed. You can sort orders by order number, order date, or status. If you placed your order by phone or mail, it will still display in your order history on the website.

Why am I unable to find a product on the website that is listed in the catalog?

This may happen if the product is out of stock or has been recently updated but is not yet visible on the website. If a supply is not in stock, an item of similar or greater quality may be substituted and displayed on the website.

Access your online OTC account

To access your online OTC account, click the button below to login or register. You will need your Highmark Blue Shield Member ID card in order to set up your account.

Medicare Questions?

We're here to help.

1-833-735-4512 (TTY 711)
Oct. 1 - March 31, 8 a.m. - 8 p.m., 7 days a week
April 1 - Sept. 30, 8 a.m. - 8 p.m., Monday - Friday

Highmark Blue Shield of Northeastern New York (Highmark BSNENY) is a trade name of Highmark Western and Northeastern New York Inc., an independent licensee of the Blue Cross Blue Shield Association. Highmark BSNENY is a Medicare Advantage plan with a Medicare contract and enrollment depends on contract renewal. Highmark BSNENY complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-833-735-4515 (TTY 711). 注意:如果您使用繁體中文,您可以免費獲得語言援助服務。請致電 1-833-735-4515 (TTY 711).

Content last updated: October 1, 2021