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FREQUENTLY ASKED QUESTIONS

Your Top Healthcare Questions Answered: Insurance Covered Products And Services

We aim to enhance your experience by offering readily accessible information, reducing the need for contacting support or searching extensively for answers. 

General

Aeroflow Health offers a wide range of medical supplies, including breast pumps, diabetes management, CPAP equipment, incontinence products, and more.

Yes, our medical supplies meet all relevant regulatory standards and are approved by authorities such as the FDA (U.S. Food and Drug Administration).

Durable Medical Equipment or DME refers to equipment and supplies that are prescribed by a healthcare professional to assist those with medical conditions or disabilities. DME includes a wide variety of products that help support or improve a person’s quality of life, such as continuous glucose monitors, breast pumps, CPAP machines and more.

We accept a wide range of insurance plans, including but not limited to private insurance, Medicaid and Medicare. Contact our team for specific information regarding your insurance or fill out the Qualify Form on the product website.

To place an order, you can use our online ordering platform or contact our customer support team for assistance. We’re here to help you throughout the process.

If you encounter any problems or have questions, please reach out to our dedicated customer support team. We are here to assist you promptly.

Shipping/Tracking

We offer various shipping options with varying delivery times to suit your needs. Shipping details will be provided during the ordering process.

At this time, we primarily serve customers within the United States and its territories. Please contact us for specific international shipping inquiries.

Please contact our customer support team for assistance.

Please contact our customer support team for assistance.

Please contact our customer support team for assistance.

Please contact our customer support team for assistance.

Insurance

For your most up to date deductible information, it is recommended that you contact your health plans customer service department via the phone number listed on your insurance card. You can also reference the most recent Explanation of Benefits (EOB) received from your health plan.

Most health plans provide a benefit packet that will outline this information. You may also call the customer service phone number listed on your insurance card to verify authorization requirements with a customer service representative.

Aeroflow Health participates with most commercial insurance providers, Medicare and Medicaid; however, you will need to review or consult with your plan to confirm coverage of services and supplies.

Billing

Prior Authorization: An approval from a health plan that may be required before you receive services or fill a prescription in order for the service or prescription to be covered by your plan.

Date of Service: Specific time at which a patient received supplies, products or services.

HCPC: The Healthcare Common Procedure Coding System produced by the Centers for Medicare and Medicaid Services (CMS) that represent supplies, products and services. The codes are used to facilitate the processing of health insurance claims by insurers.

HCPC Description: Written representation of the HCPC code and the supplies, products and services received by a patient.

Billed Amount: The amount billed to your insurance for this HCPC. Insurance only pays based on their Allowed Amount.

Allowed Amount: The maximum amount an insurance plan will pay for a covered health care service or supply.

Insurance Paid: The amount the insurer paid Aeroflow Health for services and supplies based on the allowed amount and the patient’s benefits during a coverage period.

Deductible: The amount you owe during a coverage period (typically one year) for covered health care services and supplies before your plan begins to pay. For example, if your deductible is $1,000, your plan won’t pay anything until you’ve met your $1,000 deductible for covered health care services subject to deductible.

Coinsurance: Your share of the costs of a covered health care service or supply, calculated as a percent (for example, 20%) of the allowed amount for the service or supply. You pay the coinsurance plus any deductibles you owe.

Patient Responsibility: The total amount of Deductible and Coinsurance owed by a patient for health care services and supplies.

Explanation of Benefits (EOB): An insurance company’s written explanation regarding a claim, showing what the health plan paid and what the patient must pay based on benefits at the time of service. The EOB is not a bill, although it will explain any charges that the patient still owes.

The services or supplies provided were processed as a Medical or Durable Medical Equipment benefit and are subject to Deductible and/or Coinsurance. Please reference your Explanation of Benefits received from your health plan for more information on how your claim was processed.

Customer Warning; There is an online bill pay website called Doxo.com. While it appears to be affiliated with Aeroflow Health, it is NOT. Doxo.com is a third-party website that allows people to pay bills via their site. Doxo.com, however, charges customers extra fees, and payments made through doxo.com are not delivered to the intended recipient right away. Aeroflow Health cannot control when we receive payments made through doxo.com

We offer several convenient ways to make a payment.

  • The easiest and most secure way to make a payment is to monitor your inbox for an email or text message that has a link to your digital statement and payment options. 
  • If you received a paper statement in the mail, you can log in to make a payment on our website https://aeroflowinc.com/bill-pay/. You will use your Patient Account number, the Bill Pay Number on your paper statement and your DOB to log in and make a payment. 
  • Mail a check to our lockbox. Please include your account number on your check. Aeroflow Healthcare PO Box 371863 Pittsburgh, PA 15250-7863
  • Call our customer service team at the contact information listed on your statement. Office hours are Monday through Friday, 8:00am – 5:00pm
    • Aeroflow Breastpumps – 866-565-0956 
    • Aeroflow Urology – 866-456-6749 
    • Aeroflow Sleep – 866-456-6752 
    • Aeroflow Diabetes – 866-456-6755 

Aeroflow Health primarily communicates with our patients electronically and that includes billing related communications. Once your insurance company has processed your claim, if you have a cost share we will email or text you with a link to view your digital statement and make a payment. If we haven’t received a payment after 2 statement cycles (~60 days), we will send you an email AND paper statement on the third statement cycle. If you prefer to receive paper statements ONLY, please contact the customer service team at the contact information on your statement to update your billing communication preferences.

Yes, Aeroflow Health offers interest free payment plans and is committed to working with all of our patients to resolve outstanding balances and cost share responsibility. Please contact the customer service team at the contact information listed on your statement to discuss payment options. 

  • Aeroflow Breastpumps – 866-565-0956 
  • Aeroflow Urology – 866-456-6749 
  • Aeroflow Sleep – 866-456-6752 
  • Aeroflow Diabetes – 866-456-6755 

You may contact the customer service team at the contact information listed on your statement. Office hours are Monday through Friday, 8:00am – 5:00pm.

  • Aeroflow Breastpumps – 866-565-0956 breastpumpbilling@aeroflowbreastpumps.com
  • Aeroflow Urology – 866-456-6749 AeroflowUrology@aeroflowinc.com
  • Aeroflow Sleep – 866-456-6752 billing@aeroflowsleep.com
  • Aeroflow Diabetes – 866-456-6755 billing@aeroflowdiabetes.com

 

You may contact the customer service team at the contact information listed on your statement. Office hours are Monday through Friday, 8:00am – 5:00pm.

  • Aeroflow Breastpumps – 866-565-0956 breastpumpbilling@aeroflowbreastpumps.com
  • Aeroflow Urology – 866-456-6749 AeroflowUrology@aeroflowinc.com
  • Aeroflow Sleep – 866-456-6752 billing@aeroflowsleep.com
  • Aeroflow Diabetes – 866-456-6755 billing@aeroflowdiabetes.com

 

Aeroflow Health is committed to working with all of our patients to resolve outstanding balances and cost share responsibility. Please contact the customer service team at the contact information listed on your statement to discuss payment options and financial assistance. 

  • Aeroflow Breastpumps – 866-565-0956
  • Aeroflow Urology – 866-456-6749 
  • Aeroflow Sleep – 866-456-6752 
  • Aeroflow Diabetes – 866-456-6755 

 

Aeroflow Health patient statements are billed at the account level and will include all outstanding cost shares owed to Aeroflow Health for all products and dates of services. Your account balance may include cost shares from multiple insurance claims adjudicated by your health plan. As Aeroflow Health receives patient payments, the payment is applied to the oldest cost share balance on record. 

As soon as insurance processes your claim for a supply that has a cost share, the supply will be included in your billing statement. It is possible that insurance will process supplies for the same date of service separately and they will qualify for a future billing statement.

If you have a past due balance when you order supplies, Aeroflow Health may collect the estimated cost share balance for the supplies up front. The payment is applied to the oldest cost share balance on record, so your billing statement may include your most recent date of service.

Product

Yes, you can request a quote for specific products. Contact our team, and we will provide you with a personalized quote.

Some products may require specific documentation or prescriptions. Our team will guide you through any necessary requirements.

You can contact our customer support team through our website, phone, or email. We are available to assist you during our business hours.

Yes, many of our products come with warranties. Details will be provided with the product information.

Yes, you can qualify for products now and reorder when needed. We keep your information on file to make the process efficient.

Qualification requirements vary by product and insurance. Our online qualification process will guide you through the necessary information.

Health Plan

Yes, our medical supplies adhere to FDA and other relevant regulatory standards to ensure quality and safety.

Yes, we can provide documentation upon request to verify the quality and safety of our products.

The process for submitting claims for reimbursement may vary based on your insurance plan. Our team can assist you in navigating this process.

Aeroflow Health has a strong track record of providing reliable products and exceptional customer satisfaction. You can find testimonials on our website.

Yes, we can provide references upon request to showcase our successful partnerships with insurance providers.

Yes, we have a dedicated team to support insurance providers with any inquiries or issues they may encounter. Please contact us at strategic.partnerships@aeroflowinc.com or schedule an appointment with our team here.

Mom & Baby

Our mamas and partners love us! We see the majority of our patients come to us as referrals from friends and family, providers, and insurance partners. 

Shipping time frame is between 2-5 business days

Unfortunately, our website is not at a 6th grade reading level. Our pages are typically around 8th grade and above. This is because of the length of the health care terminology and legal terminology we are required to host on our website for compliance reasons. However, we do provide over 1M breast pumps annually and hope that illustrates how easy it is to navigate through our process.

  • AF Corp – 9th Grade Reading Level
  • Breastpumps – 7th Grade Reading Level
  • Urology – 9th Grade Reading Level
  • Sleep – 5th Grade Reading Level
  • Diabetes – 8th Grade Reading Level

 

We can customize this to the health plan’s guidelines. We highly recommend that mom obtains the initial set of milk storage bags with the breast pump. This allows mom to successfully pump and store as she plans to return to work. Additionally, we provide replacement parts as needed for mom. 

All equipment is warrantied through the manufacturer; not through Aeroflow Health. If you are experiencing any issues with your equipment, please contact the manufacturer, who will troubleshoot your problem. 

Please contact our customer service team via chat or @ 1-888-345-1780, we will work with the member to ship to the correct address and expedite shipping if necessary

Yes, please contact strategic.partnerships@aeroflowinc.com to request an order form customized to your group! 

At this time, our websites are only in English. However, we can create resources such as order forms in Spanish. Additionally, we have bilingual staff available for Spanish classes and our app is available in English and Spanish. We also utilize a language line that has translation services for 90+ languages. To request additional materials in languages other than English, please contact us at strategic.partnerships@aeroflowinc.com and we will be happy to coordinate! 

Our return policy is posted on our website as well as resources for any warranty claims. Please visit https://aeroflowbreastpumps.com/returns or contact our team via chat or @ 844-867-9890 if you have additional questions.

Yes, we comply with all federal and state rules and regulations. 

The ACA outlines that coverage should be made available during the pregnancy period and throughout the duration of pregnancy. Most plans cover classes as needed by the patient. We do not have a limit on how many classes mom can attend. However, policies may vary and limit the quantity of classes a member may attend.

Yes, we currently offer classes in English and Spanish. 

Our curated shopping experience is tailored to your insurance! We display only the products and services that are covered for your membership. We would be happy to provide you with a listing of available equipment that are available at no cost to your members given your guidelines and reimbursement. 

For any patient who ordered their equipment more than 30 days ago, we email them to confirm their address prior to shipping. 

We would be happy to cobrand materials. You can find some ready-made materials that we can quickly cobrand on our website. We also have postcards that outline our process that can also be co branded. Contact us to strategic.partnerships@aeroflowinc.com to cobrand materials today! 

Most insurances do not cover the hospital-grade rental pump unless there is a medical necessity. 

Wondering if your member is eligible? Our hospital-grade breast pump specialists can give you more information and will reach out to your insurance company for the specific requirements you will have to meet in order to qualify. Give us a call at 844-867-9890 or email us at hospitalgrade@aeroflowbreastpumps.com.

More information can be found at the following link https://aeroflowbreastpumps.com/blog/hospital-grade-breast-pumps-faq

We offer a wide range of class times 7 days per week. Classes are offered between 10am – 9:30pm EST.