Impacted: Commercial health plan clients 

What you need to know

As previously communicated on Oct. 24, 2025, Prime Therapeutics (Prime) continues to track Hurricane Melissa, which is expected to make landfall as a category five hurricane in Jamaica tomorrow. Prime teams have mobilized to prepare for the storm to impact a Prime vendor located in Jamaica that handles a portion of Prime’s delegated Commercial Member Contact Center, Pharmacy Help Desk (PHD) and Prior Authorization Intake work.  

Prime’s plan 

Prime is committed to maintaining an excellent member experience despite the storm. As a reminder, Prime is taking the following proactive actions to ensure minimal impact to our members:  
•    Overtime and additional agent availability  
•    Shifting agents from other areas of the business to ensure adequate coverage and additional capacity  

Next steps
 
Prime will continue to monitor the storm as it makes landfall and take the necessary actions to handle any additional contact center volume should the Jamaica facilities be unavailable. There is no action required by clients at this time, but we will continue to keep you updated as the situation progresses.

Questions

Please reach out to your Prime account team representative.