I placed an order on January 1 and still don't have supplies. I contacted them twice by e-mail last week.
In the first request, I asked for samples because I was going to run out and was told the new insurance was processing, hopefully that day or the next.
Contacted them via e-mail Thursday night and asked if I could purchase infusion sets by credit card-got the same response, hopefully going out today (Friday).
Today is Monday-a holiday- and I called this morning and got someone who was taking messages, but yes they are open, however, no return phone call.
This afternoon, I called and was told it was still processing. So I paid for a box of infusion sets and will get them tomorrow.
I love my Ping, but Animas has gotten worse with billing and now supplies. I was getting bills 6 mos to 1 yr after insurance processing.
At least be straight forward. I know I have new insurance (which I submitted to them November of last year) but at least be honest or follow up with a phone call.
You are not the only person who has had issues with Animas and their on-line ordering. I had an e-mail conversation with a rep and it was not very pleasant.
I asked several times during the e-mail string if it's even worth using their on-line store. They stated several facts. It takes 7 to 10 business days to process an insurance order. Once approved it takes 1 day to pack and ship the order. Then it takes 5 days ground (shorter if you live near an distribution point. If you do the math, that means it can take up to 16 business days (3 to 4 weeks) to get your order.
Not only is this a poor business model, but you would think taking the human element out of the ordering process it would be faster & cheaper for your insurance company. I will just call in my next order in March and see if the time it takes to process and ship is faster.
Not to take away from the trouble you're having with placing orders, but you should be made aware (if you're not aware already) that the length of time that it takes to process an order through insurance is just as much the fault of the Insurance company as it is Animas. The insurance company dictates the process on how Animas must process your claims on your behalf, and we all know that insurance companies never make this process easy or straightforward.
I'm still sorry to hear that you're having so much trouble with getting an order. Here in Canada everything is paid for by us as the customer, then we are responsible for placing the claim with the insurance company which can take up to 2-3 weeks (or more!) to process. This method works well in terms of getting supplies quickly as I usually have them next day - but does involve some money exchanging hands while I wait for the insurance to pay my claim.
I am sorry you are dealing with this, I always had trouble ordering supplies from animas, ESPECIALLY when I needed a referral. Granted, it could have been my doctors office too, but I got crazy on everyone a couple times because of it. I would order when my last box was open and I would have 1 or 2 sets left before I would receive my order! So I would wait 3-4 weeks!
I hate to say but you will have the exact same issue with medtronic because it’s an insurance/doctor issue not an Animas issue. I ordered my supplies online from medtronic the first week of December. Probably a week later I get a call from my doctors office asking what supplies I need and how much. Not sure why they were asking since I had already placed my order with medtronic. The lady at my doctor office said she needed to get it entered into the “system” or else insurance wouldn’t pay. Long story short my supplies showed up shortly after Christmas.
Wait til the health care reform goes in, I’m sure I’ll be lucky even to get supplies at that point:(
I have never has a problem with Animas customer service. My guess is that your insurance company is holding up the order somewhere along the line. The last supply order that I sent in to Animas was promptly processed and sent. although an representative from Animas called me to ask when mt last appointment with the endo was and when the next scheduled appointment will be. I have no idea why that information in important to them, but I gave it to them anyway. My supplies arrived two days later.
Were this situation happening to me, I would give customer service a call and patiently wait on hold until I had their attention. I would simply remind them that I have an order in and I need to know why the order is being held up. My guess is there is an insurance approval, co-pay issue or some other problem beyond Animas. If you work with them, you will get the supplies you need.
Animas is a great pump. My guess is that MiniMed has its supply issues too.
Never had an issue with MM with supplies. One time I ordered online, and a few days later, it said still processing. I called the supply order line, it was rectified and they shipped it out overnight to me.
