Kudos to Medtronic

I started a new job earlier this year, and as a result my insurance changed. I now have coverage with a large national carrier, but one that apparently a lot providers choose to not deal with. Don’t get me wrong, I am thankful to have coverage, but this change has caused a few headaches. One of my four year olds can no longer see one of his specialists and I have yet to find one that is as good. And now it’s affecting my medical supplies.

A little over two weeks ago I contacted the 3rd party supplier that I’ve ordered my pump supplies through for several years now. I was on my last box of infusion sets and wanted to get the ball rolling on ordering new ones. Stayed in contact with said supplier every few days and at first they were waiting on the dr to fill a new Rx. Then they were waiting for authorization from the insurance company. Fast forward two weeks when I ask for another update and I let the contact know the urgency as I was now down to 2 infusion sets.

She emails me this morning to let me know that she’s sorry, but she just found out they are not contracted with my insurance company and would no longer be able to supply my pump supplies going forward. That was very unfortunate because I was now two weeks into their process and would have to somehow start over with who knows who, and meanwhile I still just have the 2 infusion sets on hand.

So I called Medtronic directly. Had been avoiding that because historically it has cost me more out of pocket to go that route, but I really have no choice by this point, unless I want to go back to MDI (4-5 shots per day) for a while, and still may need to do that because I’ll have to meet my deductible and it’s already November …..

The customer service at Medtronic is always on point. I don’t think in the almost 20 years I’ve worn their pump that I’ve ever had a bad experience with them, truly. They were able to take my new insurance information and said it could take up to 2 weeks to get everything confirmed with my insurance company. [insert panic here] I explained to the rep I was speaking with that I was down to 2 infusion sets and couldn’t really wait 2 more weeks while everything got confirmed/approved. She immediately apologized that I was in that situation and offered to expedite the process. Whew. So thankful for that option.

So, Kudos, Medtronic! Here’s to hoping that I am able to get my supplies this week, and that I don’t have to pay a bazillion dollars out of pocket for my insulin pump (aka life support) supplies.

About Shannon

I am a wife, a mommy, and a Type 1 diabetic (since '92.) I have had two successful pregnancies - one of which was with twins. I wear an insulin pump- - off and on for 21 years; most recently on the Medtronic pump and Dexcom CGM. I am not a medical professional, nor am I giving medical advice. I am just sharing my day to day stories of someone who lives with this disease every day. My ultimate goal is to raise awareness.
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1 Response to Kudos to Medtronic

  1. Rick Phillips says:

    I have always thought that Medtronic has wonderful customer service. I am glad you found this as well.

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