COVID-19 UPDATE: US MED continues to operate during regular business hours.

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CONTACT US

If you have a question about service or a specific product and you can't find your answers below, please fill out the form below and someone on our team will respond quickly.

 

Current Customers

Need to reorder supplies? ▶︎

Log into the MyUSMED Portal ▶︎

Pay your bill online ▶︎

Track a shipment ▶︎

Or call us at:

1-866-723-6958

HOURS OF OPERATION
Monday - Friday 8:00 am to 8:00 pm (EST)

Saturday 10:00 am to 2:00 pm (EST)

 

New Customers

Interested in becoming a US MED customer? Visit here ▶︎

Or call us at:

1-877-840-8218

HOURS OF OPERATION
Monday - Thursday 8:30 am to 10:00 pm (EST)

Friday 8:30 am to 9:00 pm (EST)

Saturday 10:00 am to 2:00 pm (EST)

US MED HEADQUARTERS

8260 NW 27th Street

Suite #403

Doral, FL 33122

FAQS

If you have questions, we have lots of answers below.

Continuous Glucose Monitors (CGM)

cGM - Frequently Asked Questions

If you plan to use your insurance benefits

You MUST meet all the following requirements:

  • Test your blood glucose levels at least 4 times per day*
  • Take insulin at least 3 times per day* OR are using an insulin pump – (Insulin regimen requires frequent adjustment)
  • Have a documented visit with your doctor within the past 6 months

If you plan to purchase a CGM completely out of pocket, then all you need is a prescription from your doctor. You can purchase a CGM at our retail website at

www.USMEDDirect.com

*Must be documented in your prescriber’s medical record

Yes, however your insurance company will not cover any costs. You will be responsible for the full cost of your CGM. If you are trying to use your insurance benefits to cover all or part of the costs of a Continuous Glucose Monitor, then you must meet the minimum requirements of testing your glucose levels 4 or more times per day AND taking insulin 3 or more times per day. If you choose to purchase a CGM without going through your insurance, you can do so at our retail website at USMEDDirect.com 

Yes, however your insurance company will not cover any costs. You will be responsible for the full cost of your CGM. If you are trying to use your insurance benefits to cover all or part of the costs of a Continuous Glucose Monitor, then you must meet the minimum requirements of testing your glucose levels 4 or more times per day AND taking insulin 3 or more times per day. If you choose to purchase a CGM without going through your insurance, you can do so at our retail website at USMEDDirect.com

Technically, Yes, but keep in mind that continuous glucose monitors were intended for people with the need to regulate their insulin manually (through injections or a pump). If you do not take insulin, your insurance company will not cover any costs. Also, you will need to get a prescription from your doctor in order to purchase one. If you are not taking insulin, we highly recommend that you speak with your doctor to determine whether a CGM is the right device for you.

No, we have plenty of customers that are Type 2 who enjoy the benefits of a CGM. Just keep in mind that in order for your insurance company to cover costs, you have to meet both of their requirements of testing your glucose levels 4 or more times per day AND taking insulin 3 or more times per day. You will also need a prescription from your doctor.

Yes. CGMs are regulated by the FDA and are only approved for use with a prescription from your doctor. US MED will not be able to provide you a CGM device without having a prescription from your doctor.

GREAT question! If it were up to us, we would allow anyone who lives with diabetes the opportunity to get access. Unfortunately, the decision is not ours and these requirements are created by insurance companies and the FDA. 

Medicare, Medicaid, and most insurances cover continuous glucose monitors and supplies. There are many variables that will determine what your insurance will cover. Please call us at 1-877-840-8218 for a free benefits check, to learn if your insurance will cover a CGM and what percentage of the costs they will cover. 

Our average insurance verification takes approximately 3 – 5 business days. However, some insurance companies take longer to provide feedback than others, which adds more time to the process.

Our average process takes approximately 3 – 5 business days to get all the required documents and ship out your order. Unfortunately, there are circumstances that can take up to 21 days before we are able to ship out your supplies.

These circumstances are typically the result of either not receiving your doctor’s prescription in a timely manner, receiving the prescription with missing information, or not getting authorization from your insurance provider in a timely manner. In cases like these, we do our best to follow up and obtain the required documents from your doctor and insurance companies.

SHIPPING

We have to obtain a prescription and medical records from your Doctor. Some insurances also require that we obtain authorization which can take up to 7 days. It all depends on how quickly your Doctor and insurance respond.

On average, our initial shipping is usually 3-5 days. In some circumstances, the process can take longer based on factors that are beyond our control. In order to ensure approval from your insurance provider, we must obtain a prescription and medical records from your doctor. In addition, some insurance providers require that we obtain authorization which can take up to 7 days. How long it takes for us to ship your initial order is often dependent upon how responsive your doctor’s office and insurance provider are at the time we attempt to contact them.

It typically takes 3-5 business days for you to receive your order once the order is shipped.

Please keep in mind that your order may not be shipped the same day that your order is placed. We do our best to ship your order out as soon as possible but there are certain circumstances that will delay your order from being shipped the same day.

Circumstances which can cause delays in shipping your order:

  • For first time orders, please read the article above to learn what can delay US MED from shipping your order after initial sign up.
  • For reorders, changes in your insurance provider or doctor since your previous order can cause delays in shipping your next order. To avoid delays, please update your insurance and doctor’s information any time you make a change/switch.

Note: For reorders, you can place your order up to two weeks before your scheduled refill date; however, your order will ship on your rescheduled refill date. For example, if your next scheduled refill date is July 15th, you can place a refill order as early as July 1st and the order will be shipped out on July 15th. Insurance providers require that we wait until the refill date to ship your next order or they will not cover your supplies.

If the decision were up to us, we would definitely do so. Unfortunately, your insurance will not allow us to ship your supplies early. We must stick to your scheduled refill date.

Overnight shipping will cost $40.

Please keep in mind that your order may not be shipped the same day that your order was placed. We do our best to ship your order out as soon as possible but there are certain circumstances that will delay your order from being shipped the same day.

Circumstances which can cause delays in shipping your order:

For first time orders, please refer to the article above to learn what can delay US MED from shipping your order after initial sign up.

For reorders, any of the following can cause delays in US MED shipping out your order:

  • Changes in your insurance coverage or provider. We may need additional information before we can process and ship your order.
  • Switching doctors. We will need an updated prescription for your new doctor.
  • If your insurance requires authorization before shipping, we will have to wait for your provider to approve the order before we can ship the order.
  • Unpaid balances from previous orders.

You can track your package by logging onto to www.MyUSMED.com or by using the tracking number that was emailed to you after your last order.

REORDERS

If your sensor is defective, you can request a replacement sensor by contacting the manufacturer at:  

Dexcom 1-888-738-3646

Freestyle Libre 1-855-632-8658

If your sensor falls off, you can use an adhesive patch to help secure it in place. Visit www.usmeddirect.com/collections/cgm-adhesives to see the different options for adhesive patches for your CGM sensor.

You are expected to use the sensors provided and that they should last for 90 days

No, most insurance providers require that we wait until the refill date to ship your next order or they will not cover the supplies. Your refill date is based on the time from your previous order. If we shipped an order for 90 days of supplies, your insurance provider will not allow us to send another order until 90 days from the previous shipment.

You can place your order up to two weeks before your scheduled refill date; however, your order will ship on your rescheduled refill date. For example, if your next scheduled refill date is July 15th, you can place a refill order as early as July 1st and the order will be shipped out on July 15th. Insurance providers require that we wait until the refill date to ship your next order or they will not cover your supplies.

You can contact us up to two weeks before your next scheduled refill date.

We provide multiple easy options for you to place a reorder:

  1. Visit MyUSMED.com
  2. Responding to the SMS text messages that we send out to remind you of your upcoming refill date. (If you opted into this option)
  3. Responding to the reorder reminder email that we send out.
  4. Calling our Customer Care Team at: 1-866-723-6958

Most customers do not need new prescriptions for refills. In the event one is required, we will work with your doctor to get an updated prescription.

We must verify your insurance before each shipment to ensure your insurance coverage is still active. To avoid any delays with shipping your supplies, please contact us as soon as possible if there are any changes in your insurance coverage.

Normally, re-authorization is submitted two weeks prior to your refill date.

INSURANCE

We have over 500 insurance plans contracted across the nation and we continuously pursue new insurance plans to join our current network. To find out if US MED is contracted with your insurance provider, please click here and submit your information for a friendly agent to contact you. You can also call 1-877-840-8218.

Depending on your plan with your insurance provider, you may or may not require a prior authorization for your DME supplies. Insurance plans have different guidelines on how quickly their clinical teams review the prior authorization requests. It typically ranges anywhere from 1-15 business days depending on your insurance provider. For more information, please contact your insurance provider.

Continuous glucose monitors & supplies (CGMs) are covered through most State Medicaid & Managed Medicaid plans that US MED is contracted with. To find out if US MED is contracted with your insurance provider, please click here and submit your information for our friendly agents to contact you. You can also call 1-877-840-8218.

Benefit coverage on your CGM varies based on your individual plan. US MED will contact your insurance provider to obtain all your coverage details including any out-of-pocket responsibilities you may have. Once our team verifies your insurance, you will be contacted if there are any costs associated with your order prior to shipping.

Why Choose US MED

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Rating with the Better Business Bureau

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Provider for Medicare and 500+ private insurance carriers

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Industry leading Customer Satisfaction scores​

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Over 1 Million satisfied customers since 1996

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Free, priority shipping

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90-days of supplies with each order