Insulet’s DASH system’s full market release was Monday. I thought I might see some chatter here, particularly after a few days, but I don’t see anything. Am I missing it?
Insulet seems to be working in increments of six years. It was six years ago that we were navigating our way through their last new product release and that did not go well. This one seems to be going equally poorly.
It’s hard to find information and the source of the best information seems to be from users as opposed to Insulet representatives themselves, who, from user reports, are providing contradictory information. Insulet’s website and user app are just as unhelpful.
After putting Caleb on the waiting list last month for the new release that Insulet repeatedly stated would be available in first quarter 2019, we contacted Insulet on the day of the release (April 1 - close but not quite Q1), and were told our request would have to go through an appeals process.
Insulet’s management has stated for quite some time the change they were pushing from DME coverage to pharmacy prescription for Pods. They have reported this strategy on multiple investor calls. Yet, full release came and went this past Monday and Insulet has not yet negotiated with insurance companies this change in coverage.
On Tuesday we were told by a rep from our insurance company that DASH was covered. Under DME. Just have Insulet make the request as DME. Insulet will not make that request because the new model has Pods covered under pharmacy benefits. But they aren’t.
So here we sit. Waiting. A product launch has taken place. We have no way to get the product through our insurance and have no idea if/when it will be covered. Supplies of the old system will continue to deplete. Do we re-order and then defer our ability to upgrade? Or wait and see.
We were told we would get email updates on the appeals process. I haven’t received anything - I thought I’d at least see something confirming the initiation of the appeal.
What are other people experiencing?
I was disappointed - time has passed, so it doesn’t seem as bad, but I think it’s more accurate to say that I was disgusted - with how the last product release was handled. Management has changed and I was optimistic that this release would be smoother. I was disappointed with the limited release last fall and not being able to take part in that, but respected this approach believing it would avoid the problems of the last release. I’m trying to stay open-minded about this release. But ideas that Insulet is taking its loyal customers for granted and can do so with little repercussion bc they are the only tubeless pump provider, are starting to creep into my mind.