Frequently Asked Questions

General

How do I get started?

Send a text message with your name and insurance ID number to (248)577-9903, 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 3-5 business days.

How much will it cost?

In most cases, you will find that by utilizing your insurance benefits, your out-of-pocket cost will be significantly less than at a traditional retail pharmacy or diabetes supplier. 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 prescriptions and medical supplies with any major credit card or by personal check by phone. 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, testing supplies and insulin pump supplies are refilled every 30 or 90 days. Certain insurances, including Blue Cross Blue Shield and Medicare, have specific requirements that a certain number of days must pass between refills. 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.

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 sending a text message with your name and new address to (248)577-9903. You may also share this information via our website chat tool or by calling (866)779-8512.

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 and pharmacy of choice for patients and providers. Our staff receives annual training regarding patient privacy and is required to pass tests on HIPAA (Health Insurance Portability and Accountability Act) and PHI (Private Health Information).

Pharmacy

Can I transfer prescriptions or DME supplies from another pharmacy or supplier to Healthy Living Medical Supply?

Yes, simply call (866)779-8512 (option 3) with your current pharmacy’s phone number and the prescription number (located on the label of your prescription bottle). Or if you prefer, give us your doctor’s phone number and we will handle the transfer for you.

Does the pharmacy accept prescription drug plans?

Most insurance company plans are accepted. We accept all Medicare Part D plans. Your only responsibility is your co-pay.

When can I reach Healthy Living Pharmacy for assistance?

Our team of pharmacists and pharmacy techs is available to answer your prescription-related questions at any time Monday through Friday, 7:30 a.m. – 5:00 p.m. EST. You may also send a text message to (248)577-9903 or leave a voicemail at (866)779-8512 (option 3) after-hours or on the weekend and a pharmacist will return your call.

Medicare

Does Healthy Living serve Medicare members?

Yes, we serve Medicare Part D members in our pharmacy. For supplies, we accept Medicare for insulin pumps and pump supplies only. Unfortunately, we are unable to provide testing supplies for Medicare members.

Who should I contact regarding an insulin pump?

Please call (866)779-8512 and press Option 2 during our weekday business hours of 8:30 am - 6:00 pm EST to speak with one of our Insulin Pump Therapy 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.

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, 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., either via UPS or USPS. We even send a text message with the tracking information if the order ships via UPS so our customers can keep track of the delivery status.

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.

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 supplies). Shipment charges for returns are the responsibility of the member.

If you open your pump supplies, they cannot be returned. Healthy Living offers limited returns on insulin pumps.

Why did I receive a bill from Healthy Living even after I paid for my order?

Initial amounts collected are estimated based on what your particular insurance company quotes 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 be due after claims are finalized.

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. However, Healthy Living can/will charge 1.5% interest on any past due bills.

What are the requirements for placing an insurance-related order?

Simple. Once our agents acquire a prescription from your doctor and your insurance has been verified, you are ready to start receiving supplies.

Texting

What number should I use to text Healthy Living?

Please text us at (248)577-9903. You also may see text messages from our other texting number, which is (313)329-6400.

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 call us to provide your credit card information - when you call, ask to have your card stored for ease of future payments. We are working on developing a secure online payment system as well.

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 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.

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!