Impacted: Medicare clients (Not relevant to Cambia)

What you need to know
Prime Therapeutics (Prime) and our Medicare Prescription Payment Plan (M3P) vendor ECHO Health have identified the root cause of a technical issue impacting agents and members attempting to elect into M3P. This impacted their ability to view account and claim information on the SimplicityRx Participant and Customer Service Portals. The issue, which was due to an error in the code of the platform, was resolved on Feb. 18, 2025. 

Overview 
On Sunday, Feb. 16, 2025, ECHO Health became aware of two issues impacting M3P members on the SimplicityRx Participant Portal.    

• The link to view the member’s statement would return the statement of another member. 

• Payment credentials displayed were not accurate to the logged-in member. 

The impact of the payment issues was minimal, as ECHO quickly identified affected members and took appropriate action to expire payment credentials and rejected transactions of members that inadvertently used the wrong payment credentials. 

ECHO’s investigation determined there was an error in the code that caused incorrect information to be displayed. ECHO traced the issue back to functionality enabled on Feb. 13, 2025, and resolved the issues on Feb. 18, 2025.  

Due to the system downtime and development necessary to correct the portal issues, the funds transfer and funds reconciliation capabilities have been delayed to March 10, 2025. 

Next steps 
Prime will provide clients with a list of members whose statements were possibly viewed by another user, if applicable. 

Questions? 
If you have questions, please reach out to your Prime client account team representative.