Frequently Asked Questions

General

HOW DO I GET STARTED?

Call us toll free at (866)779-8512 or use our website chat tool to connect with an agent live to quickly enroll. Click here for our customer enrollment page. Additionally, your doctor can complete the online prescription form at myhlms.com/providers or fax prescriptions toll-free to (866)779-8511.

HOW FAST WILL MY ORDER ARRIVE?

Once we have a prescription on file and we have verified the insurance, the first order typically arrives in 2-4 business days.

HOW MUCH WILL IT COST?

It depends on your insurance coverage, but our team has been trained to help you maximize your benefits in a budget-friendly manner.

HOW DO I PAY?

You can pay for your medical supplies with any major credit card provided over the phone, via online secure bill pay, or by personal check. For ease of future payments, ask one of our care agents to securely store your credit card information in our system.

WHEN CAN I EXPECT MY REFILL OF DIABETES SUPPLIES?

Depending on your insurance, continuous glucose monitoring (CGM) supplies, insulin pump supplies, and testing supplies are refilled every 30 or 90 days. We will send you a refill notification via text or phone call (depending on your preference) a few days before your scheduled refill date to ensure that you have your supplies when you need them.

WHAT SHOULD I DO IF I RUN OUT OF SUPPLIES BEFORE MY REFILL DATE?

Our number one priority is to make sure our customers never run out of supplies. Please contact us immediately if you are low on supplies and our Customer Care Team will take care of you. Call/text us at (248)577-9903 or send an email to orders@myhlms.com.

How do I know when my prescription and authorization are set to expire?

Please start by checking the delivery note on your packing slip. We recommend writing down these expiration dates when you begin receiving supplies. We will work with you to monitor these dates, but it is important for you to be a part of the process to ensure you never run out of supplies.

WHO DO I NEED TO CONTACT IF I MOVE OR CHANGE INSURANCE?

The best way to update your address, insurance, and other account information with Healthy Living is by texting us at (248)577-9903, calling us at (866)779-8512, or sending an email to orders@myhlms.com. You may also share this information via our website chat tool or by visiting our Contact page.

WILL MY MEDICAL INFORMATION REMAIN CONFIDENTIAL?

Absolutely! Other than the standard data we exchange with your doctor or insurance provider, state law prohibits the release of patient information to any other business, person, or entity, and we will always honor and respect your privacy. Privacy of medical information and the protection of patient privacy is an essential component of Healthy Living's vision to be the diabetes supply provider of choice for patients and providers. Our staff members receive annual training regarding patient privacy and are required to pass tests on HIPAA (Health Insurance Portability and Accountability Act) and PHI (Private Health Information). Visit our Compliance page for more information and our Notice of Privacy Practices.

Is there an online portal?

Healthy Living offers online chat and text messaging to improve the communication process for our customers. We have an online portal in process that will be available soon.

Medicare

DOES HEALTHY LIVING SERVE MEDICARE MEMBERS?

Yes, we serve Medicare members for continuous glucose monitoring systems (CGM), ongoing CGM supplies, insulin pumps, and insulin pump supplies. Learn more about Medicare & CGM.

WHO SHOULD I CONTACT REGARDING AN INSULIN PUMP or CGM System?

Please call (866)779-8512 and press Option 2 on weekdays between 8:30 am - 6:00 pm EST to speak with one of our Insulin Pump Therapy & CGM Team members.

Orders

CAN YOU BILL ME FOR MY ORDER?

Co-payments or deductibles must be remitted to Healthy Living prior to shipment. The most common form of payment is by credit card, but we also accept checks. For ease of future payments, ask an agent to have your credit card information securely stored in our system. You may also use our secure online bill pay system by providing an email address to an agent.

WHO SHOULD I CONTACT IF I HAVE QUESTIONS ABOUT MY ORDER?

Please send us a text message at (248)577-9903, use our website chat tool to connect with an agent live, send an email to orders@myhlms.com, or call Healthy Living at (866)779-8512, Monday to Friday from 8:30 am – 6:00 pm EST, concerning your order.

HOW ARE ITEMS SHIPPED?

Our shipping service is noted for being fast, efficient, and reliable. Shipments go out the same day if the order is received and processed prior to 3:30 p.m. We utilize multiple carriers to ensure prompt and efficient delivery to your home. Tracking information is automatically sent out via email to customers with an email address on file. Provide your email address to an agent to receive automated email notifications with tracking information.

HOW DO I TRACK MY ORDER?

Send a text message with your name and the word "TRACK" to (248)577-9903 to track your order. We also automatically send you your tracking information if your email is on file.

IF I RECEIVE MY ORDER AND OPEN MY PACKAGE, CAN I RETURN IT?

Healthy Living has a 45-day return policy on all unopened, unused supplies (excluding insulin pumps and continuous glucose monitoring (CGM) systems). Shipment charges for returns are the responsibility of the customer. If you open any of your supplies, including insulin pump supplies and CGM supplies, they cannot be returned. Healthy Living does not accept returns on new insulin pumps and CGM systems.

WHY DID I RECEIVE A BILL FROM HEALTHY LIVING EVEN AFTER I PAID FOR MY ORDER?

Initial amounts collected are estimated based on a quote from your insurance company at the time the order is processed. While we make every effort to be as precise as possible up front, the insurance company may process the order differently than quoted, and additional payments may then be due after claims are finalized. Alternately, we will reimburse you or put a credit on your account for any overpayment.

CAN HEALTHY LIVING CHARGE INTEREST ON PAST DUE BILLS?

Because we accept co-payments at the time of the order, it is rare for a member to have a past due account.

WHAT ARE THE REQUIREMENTS FOR PLACING AN INSURANCE-RELATED ORDER?

Once our agents acquire a prescription from your doctor and your insurance has been verified, you are ready to start receiving supplies. The process for getting started with an insulin pump and/or a CGM system may require additional steps, including an authorization approval from your insurance.

Texting

WHAT NUMBER SHOULD I USE TO TEXT HEALTHY LIVING?

Please text us at (248)577-9903 if you have questions. You will see your regular refill notification texts come from (313)329-6400. To text with a live agent, please use the number: (248)577-9903.

HOW DO REFILL NOTIFICATIONS WORK IF I HAVE BLUE CROSS BLUE SHIELD OR MEDICARE?

For Blue Cross Blue Shield and Medicare members, you’ll receive a refill notification letting you know that you have an order due. You may reply with one of the following options: APPROVE, DECLINE, or OTHER.

If you apply APPROVE, you will be asked if you have fewer than 10 days of supplies on hand. If you answer YES, you will receive a message validating your current shipping address. If this address is NOT correct or you have any other questions, please reply and an agent will get back to you as soon as possible.

If you reply NO when asked if you have fewer than 10 days of supplies on hand the system will respond with a question asking you to estimate how many days of supplies you have remaining. Please reply with the number of days so we can set up your supply order to go out accordingly.

If you reply DECLINE to the initial refill notification, the system will send you a message back saying we’ll move your order back a few weeks but that you may text us at any time if you need your supplies sooner. Please reply to this message if your doctor has changed or if you have a change of address.

If you reply OTHER to the initial notification you will be asked if you have a question or a comment. Please reply with your question or comment and an agent will follow up with you as soon as possible.

HOW DO REFILL NOTIFICATIONS WORK IF I HAVE A DIFFERENT INSURANCE BESIDES BLUE CROSS OR MEDICARE?

You’ll receive an initial refill notification where you are asked to respond with APPROVE, DECLINE, or OTHER.

If you reply APPROVE, you’ll receive a reply letting you know the street address we will ship the supplies to. If this street address is NOT correct please reply with the updated address information, including city, state and zip. You may also ask a question at this point and an agent will get back to you. For example, you may ask, “What supplies am I due for?” after approving your order, and an agent will respond.

If you reply DECLINE to the initial refill notification, the system will send you a message back saying we’ll move your order back a few weeks but that you may text us at any time if you need your supplies sooner.

If you reply OTHER to the initial notification, you will be asked if you have a question or a comment. Please reply with your question or comment and an agent will follow up with you as soon as possible.

MAY I TEXT A QUESTION OR COMMENT REGARDING MY ORDER EVEN THOUGH I DIDN’T RECEIVE A REFILL NOTIFICATION?

Yes, you may text us at (248)577-9903 at any time, keeping in mind that our Customer Care Team is available Monday through Friday from 8:30 a.m.-6:00 p.m. EST. If you text us in the evening or on the weekend we will respond the next business day.

MAY I SUBMIT PAYMENT INFORMATION VIA TEXT MESSAGING?

While our text messaging system is encrypted and secure, we advise against submitting credit card information via texting. It is best to utilize our online, secure bill pay system by providing your email address to an agent, or you may call us with your credit card information.

MAY I TEXT IN PICTURES?

Yes, it is often helpful for our members to text in photos of their meter, pump, or other supplies for troubleshooting purposes. You may also text in a photo of your insurance card if you change insurance providers. We also like baby photos :)

MAY I TEXT IN MY NEW ADDRESS OR CONTACT INFORMATION?

Absolutely - if you move or change phone numbers, please text the new information to us as soon as possible to make sure we are sending your supplies to the correct address.

HOW MANY DAYS BEFORE MY SCHEDULED ORDER DATE DO YOU SEND THE REFILL REMINDERS?

We typically send out text message notifications 2-4 days before your order is scheduled to ship out. Being a few days ahead allows us to ensure timely delivery of your supplies so you never run out.

HOW MANY REMINDERS WILL I RECEIVE FOR A REFILL?

We send an initial refill reminder in the evening on Monday and Wednesday or on Saturday morning. We know our members are busy so we follow up with a second reminder the next day. In some cases, particularly for refill texts that go out over the weekend, we’ll do a 3rd reminder just to make sure our members don’t miss out on a critical supply delivery.

WHAT IF I RECEIVE A REFILL NOTIFICATION BUT I WANT TO KNOW WHAT SUPPLIES I’M DUE FOR?

The best option would be to reply OTHER to the initial refill text. The system will then prompt you for a question/comment. You may also do this by replying APPROVE to the initial refill notification, being sure to ask your question after you receive the street address verification text. Either way, an agent will respond to you with a breakdown of the supplies you are scheduled to receive and you may then pick and choose the ones you are in need of at this time.

WHAT IF I DETERMINE I DON’T WANT TO BE ENROLLED IN TEXT MESSAGING ANY LONGER?

Please call us at (866)779-8512 or text us at (248)577-9903 and let us know that you wish to be unenrolled from text message refill notifications. We will then set you up to receive refill notifications via voice-based autocalls.

MAY I TRACK MY PACKAGE VIA TEXT MESSAGE?

Yes, we send outbound text messages and email notifications for packages shipped via UPS. You can always send us a text message at (248)577-9903 with the word “TRACK” to obtain tracking information. Please know this message is not automated, the most reliable method to receive tracking information is by storing a personal email address on your profile.

WILL I BE CHARGED FOR TEXT MESSAGES?

Charges depend on your carrier and contract. Healthy Living will not be held responsible for charges incurred by your carrier for communications performed via SMS and text message. Please check your plan to ensure you have unlimited texting OR an ample number of monthly texts so you don’t incur costly charges.

If you have more questions or would like to talk, Contact Us!