Frequently Asked Questions

Frequently Asked Questions

Still have questions, check out answers to the questions we get asked the most.

———- Order Related Questions ———-

What do I do if I have a problem with my order or need to cancel items within my order?

Please contact Edwards Health Care Services at contactus@myehcs.com or call 1-888-344-3434 during the business hours of 8:30 AM – 5:00 PM EST, Monday-Friday and someone from our Customer Service team will be happy to assist you.

How do I pay for my order?

When placing an order online, you can pay by credit card (American Express, Discover, Master Card, or Visa), or Electronic Funds Transfer (ETF). Please note: If your products are billable to insurance, a customer service representative will reach out to you and work out any payment(s), if needed.

What are insurance covered items?

Insurance covered items are products that may be reimbursable under your health care plan. Some items may require a prescription, prior authorization and/or a co-pay/deductible, prior to shipping. If this is your first purchase and you are purchasing an item that is typically covered by most payers, a customer service representative will be in touch to gather all your medical information. Including but not limited to: insurance plan, doctor information, diagnosis of condition. It may also take a few days for EHCS to verify eligibility with your insurance and to retrieve any of the documentation needed for the products to be covered.

What are non-covered items?

Non-covered items are products that are not typically reimbursable under your health care plan. Some items may still require a prescription and/or prior authorization prior to shipping. If this is your first purchase and you are purchasing an item not typically covered by most insurance providers, you will be flagged to enter a payment method when checking out. A customer service representative may be in touch to gather doctor information and diagnosis of condition if your purchase requires a prescription. It may also take a few days for EHCS to retrieve any of the documentation needed for the product(s) to be shipped.

What if I have additional questions or concerns?

Any concerns with your account or product may be addressed by calling 1-888-344-3434 between 8:30 a.m. and 5:00 p.m., Eastern, and speaking with a customer service representative. Most issues can be resolved quickly but will be escalated if a simple solution is not available. Expect to have your complaint resolved within 48 hours.

Does EHCS have limitations on products or services offered?

EHCS may have limitations including but not limited to:

  • Out of network insurance policies

  • Products that are not obtainable

  • Financial responsibility that cannot be met by the customer

We make every attempt to help each customer in need of medical supplies. There are occasions when:

  • A customer has limited insurance coverage, cannot afford his/her co-payment, and stresses to the customer service representative that it is a financial hardship for him/her to pay. In this case, we may be able to offer a financial hardship application. Approval is determined on a case-by-case basis.

  • A customer has no insurance coverage and indicates that he/she cannot afford to pay for his/her supplies. The customer service representative instructs the customer to call the Partnership for Prescription Assistance Program at 1-888-477-2669. This facility will assist the customer in obtaining medical supplies.  The customer may also be referred to call their local county Department of Jobs/Health and Family Services.

Prior to shipping a new customer’s order, he/she is informed of any possible financial responsibility for the order.

How do I reorder my supplies?

Thank you for ordering from EHCS. We will email you and call you to remind you to place your reorder. For your convenience, EHCS has three options to choose from when it’s time to replenish or refill your supply orders. Our goal is to make sure you don’t run out of supplies! Click here to pick the reorder method that works best for you!

Do you have a return policy?

EHCS return policy is 30 days from receipt of your package for replacement product or refund. After 30 days, you may only return product for a replacement on unopened packages. Some products are excluded including, but not limited to, breast pumps. Please call 1-888-344-3434 prior to returning any items with questions and/or to obtain a return authorization.

———- Diabetes Related Questions ———-

How can I know if I have diabetes?

Your health care provider can perform blood and urine tests to see if you have diabetes. The standard diagnosis of diabetes is made when two blood tests show that your Fasting Plasma Blood Glucose (FPGT) level (taken after an 8-hour fast) is 126 mg/dl or greater, or if your blood sugar is 200 mg/dL or greater after 2 hours of an Oral Glucose Tolerance Test (OGTT), which is taken after consuming a special glucose drink (following an 8-hour fast).

Can someone with type 2 diabetes take both pills and insulin to control blood sugar?

Yes. The combination of insulin and an oral medication when taken as directed by your doctor, is very safe and effective in controlling blood sugar. A typical combination therapy consists of taking an oral medication during the day and insulin at night.

Can diet or exercise really prevent diabetes?

Yes, exercising and eating a healthy diet helps you keep off excess weight, which can prevent or at least delay diabetes. If you already have diabetes, doing aerobic exercise and resistance training helps by encouraging the muscles to take up more blood sugar. Over the short term, it may even reduce the amount of blood-sugar-lowering medication you need to take. Long term, exercise helps lower the risk of complications like blindness and nerve and kidney damage by helping you better manage blood-sugar levels.

How is type 2 diabetes treated?

Type 2 diabetes is treated with a combination of healthy meal planning, physical activity, and possibly medications and/or insulin. Healthy meal planning and exercise are the cornerstones of Type 2 diabetes treatment. They often help people lose weight, which in turn can help their bodies use insulin better. Many people, when they’re first diagnosed with Type 2 diabetes, are overweight (BMI >25), so making healthy lifestyle choices—such as reducing calories and portion sizes and being more active—can help them get to a healthier weight.

Are my diabetes supplies covered by my insurance?

We participate with most private insurances and more than 40 state Medicaid programs. We also participate with Traditional Medicare for insulin pump and pump supplies. If you do not have insurance, we will try to find a solution that will work for you.

———- CGM Related Questions ———-

What is a continuous glucose monitor?

A continuous glucose monitor (CGM) is a small, wearable device that measures glucose levels throughout the day and night. This constant stream of data provides measurements every few minutes and creates trend lines 24/7, helping wearers spot trends, reduce or eliminate fingersticks, and make better decisions regarding their health. Apply for one today!

How do I get a CGM?

Choosing to wear a CGM is a great decision! After talking to your doctor, complete our online enrollment so EHCS can get started. Our expert team of Diabetes Care Advisors will review your information and help determine your eligibility. Once eligible, they will work with you, your physician, and insurance to meet your CGM needs. If your insurance doesn’t cover CGM, no worries — we have cash-pay options available as well!

How long can I wear a sensor?

Most CGM sensors last 10 to 14 days, depending on the manufacturer’s FDA approval. However, there is a new implantable CGM from Senseonics that lasts 90 days.

What happens to my stored data?

The reader/receiver can display and store data. Most importantly, this data can be downloaded and used to review your glucose history and identify glucose trends. This makes it easier for you and your healthcare team to review and refine your diabetes treatment plan.

Can I use my phone tto view my cgm data?

Most CGMs have apps that allow you to use your phone as the receiver instead of carrying the reader/receiver. We recommend keeping the reader/receiver with you in case something happens to your phone so you won’t be without your data!

Does Medicare cover a CGM or insulin pump?

Yes, Medicare covers most continuous glucose monitoring systems and insulin pumps. Once you’ve completed our online application, we will work with you, your doctor, and insurance company to help you get the insulin pump and supplies you need. If you have any questions, please reach out to our Diabetes Care team at DCA@myehcs.com.

Can I upgrade my insulin pump?

Most insulin pumps have a standard 4-year replacement warranty. If you’re interested in upgrading your insulin pump, please reach out to our team of Diabetes Care Advisors at DCA@myehcs.com. They will know your pump’s warranty time, upgrade timeframe, and criteria for upgrading.

———- Insulin Pump Related Questions ———-

Does Medicare cover an insulin pump?

Yes, Medicare covers most insulin pumps. Once you’ve completed our online application, we will work with you, your doctor, and insurance company to help you get the insulin pump and supplies you need. If you have any questions, please reach out to our Diabetes Care team at DCA@myehcs.com.

Can I upgrade my insulin pump?

Most insulin pumps have a standard 4-year replacement warranty. If you’re interested in upgrading your insulin pump, please reach out to our team of Diabetes Care Advisors at DCA@myehcs.com. They will know your pump’s warranty time, upgrade timeframe, and criteria for upgrading.

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