Healthy Living Text Messaging FAQ

Your life is busy enough. Managing your supply orders should be simple. We make it easy for you to remember when orders are due through our simple-to-use text message refill reminder system. Use texting to receive refill notifications, ask questions, track your orders, and more!

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 changed of 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 apply 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 in a question or comment regarding my order even though I didn’t receive a refill notification?

Yes, you may text us at any time keeping in mind that our Customer Care Team is available Monday through Friday from 8:30am-5:00pm eastern time. 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 in to provide your credit card information - when you call in 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 that to us as soon as possible to make sure we are sending your supplies to the correct address.

How may days before my scheduled order date due 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 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 number should I use to text Healthy Living?

Please send us a text to 248.577.9903. Be advised you may see text messages from our other texting number, which is 313.329.6400.

What if I determine I don’t want to be enrolled in texting messaging any longer?

Well, we hope this doesn't happen as our customers love the text messaging option for keeping track of their refills and orders. If you do wish to unenroll please contact us and let us know.

May I track my package via text message?

Yes, we send outbound text messages for packages shipped via UPS. You may always send us a text message to 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.