My Medtronic pump’s warranty ended at the end of November 2020. I knew I was interested in getting Tandem and Dexcom next, but due to a change in the deductible rules it made more sense for me to purchase these this year. I called Tandem in early January, they collected all my information and said I should hear back within 10 work days. Not having heard back, I called them again today to see where in the process things stand. They explained to me that they have not done anything (requested Rx and documentation from my endo, which should have been the next step, all of which then gets forwarded to the insurance company) because I hadn’t identified any problem with my current pump.
During the initial conversation the question about any problems was asked, but it was not explained that the absence of a problem was a deal-breaker. The truth is my Medtronic pump actually had a crack in it in late October, while still under warranty, and Medtronic duly replaced it. (They do have great customer service, as I have always acknowledged…)
My current insurance covered a new pump when the warranty of my current one last expired, 4 years ago, without any issues. (And same with the other 2 insurers I have had for the whole time I have been using a pump.) I simply don’t understand why Tandem wouldn’t even attempt to proceed with the order. Anyone else who has dealt with that? Advice? Should I ask my endo to send the necessary documents and start things on his end? Is that even possible?
(I don’t believe I should be forced to lie and I also feel very uncomfortable with an out-of-warranty pump and want to resolve this yesterday.)