You should receive your card by mail within 14 days after your effective date. For example, if your effective date is January 1, 2025, you will receive your card within 14 days from that date.

Signing up is easy. Start by going to the Instacart SCAN page or download the Instacart app on your phone (Instacart - Android Apps on Google Play or Instacart: Groceries & Food on the App Store) to create an account.

When you register, you’ll need to share your:

• Full name
• Valid delivery address
• Email address, Apple ID, Google account or Facebook account
• OTC card information and backup payment method (e.g., credit card or debit card)

To add your OTC card and backup payment method (e.g., credit card or debit card):

• Select OTC Network under Add payment method.
• Enter your OTC Network card number, expiration date, CVV and click Add payment method.

This ensures you’ll be able to place your order. A backup payment method is required. The Instacart allowance on your OTC card will serve as the primary payment method to cover charges. Any cost that’s not covered by the allowance will be covered by your backup payment method. A backup payment is also needed for a temporary authorization hold for 15% of the OTC card total to account for any order adjustments such as weighted items.

Remember to check your available balance on your backup payment method before placing an order on Instacart. If your order total is more than your allowance balance, your backup payment will be charged.

Contact Member Services at (877) 452-5900 TTY: 711 for assistance.

You can check your balance by logging into cvs.com/benefits, using the OTC Health Solutions App or calling OTC Health Solutions at 1-844-428-8135. Your Instacart allowance balance will be shown separate from your OTC benefit balance.

Check your Evidence of Coverage to see the Instacart allowance for your plan.

Your allowance helps pay for healthy foods like produce, seafood, pantry staples and more. Eligible items will be labeled clearly with the title “OTC Network”. Your allowance can only be used on healthy foods with the “OTC Network” label. However, you can use your backup payment method or add another payment method to pay for other items.

Ordering is simple. Choose the store you want to shop from, add items to your cart and then select checkout. For a more detailed list of steps and instructions, check out Instacart’s guide here.

When you place an order, your backup payment method will have a temporary authorization hold placed on it for 15% of the OTC card total to account for any order adjustments such as weighted items (ex. 5 bananas that are charged by weight end up being 1.2 lbs instead of 1.0 lbs). An authorization hold will also be placed on your backup payment for any items where the total amount exceeds the allowance of your OTC card. Once your allowance is cleared for the payment, the hold will be removed. These holds typically take about 7 business days to be cleared from your backup payment method.

At checkout, you can review the amount of the hold before making your purchase. Always make sure to review the hold before placing your order.

Once you place your order, you’ll get an email confirmation. You can track your order every step of the way from when your personal shopper starts finding your items until the moment the order arrives at your door.

Visit here for more information about tracking your order and here for more information on how to chat with your shopper. You can choose to receive in app notifications and/or text messages.

While your personal shopper is shopping for your order, you can still make changes to your order, like the amount of items, removing items from your order, or approving replacements if certain items are out of stock. When replacing eligible items, you’ll need to choose items that are also eligible under your allowance.

Most orders have a service fee and a delivery fee. Delivery fees start at around $7 for a same-day delivery. Your eligible food items, delivery fee and service fee can all be paid with your allowance.

There are a few ways to save money on service and/or delivery fees:

• SCAN is offering two free delivery and service fees. Use your unique code when placing your order to wave your fees. The code is good at any time during the year on two separate orders.
• New Instacart customers receive three free deliveries.
• Many stores offer free pickup.

You may not use your allowance for tipping. Tips are optional and will need to be paid from your backup payment method. A minimum default tip of 5% of your order total will be added automatically. You can change your tip while placing an order or after delivery. Tips can be a great way to show your shoppers appreciation and recognition for their excellent service.

100% of your tip goes directly to the shopper(s) delivering your order. For orders where 2 shoppers fulfill your order, the tip is split evenly between them. Read more about tipping on the Instacart help center here.

The available stores will be listed clearly on Instacart after adding a valid address.

If you run into a problem with your order or your order goes missing, contact Instacart Senior & Specialized Support team at 1-833-376-0904 daily from 5 a.m. – 8 p.m. PT or 8 a.m. – 11 p.m. ET.

Yes. You can choose to pick up your order instead of getting it delivered at select stores. Learn more about how to schedule a pickup here.

Call OTC Health Solutions at 1-844-428-8135 (TTY: 711) Monday to Friday, from 8 a.m. to 8 p.m. A team member will help you cancel your lost card and order your replacement.