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Its been 3 weeks since I placed my resupply order. The package normally arrives within 5 days on normal delivery. When I call Animas I wait on hold for 10-15 minutes and then it goes to voicemail. I have been redialing and waiting on a callback since Thursday.

Is anyone else having this problem? Is there another number to contact or any way to get temp supplies from a hospital?

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Replies to This Discussion

Oh i know. Even if they just rounded the box up though, those extra five were helpful to save for times when you blow sets and have to toss them.
Like every time I try new sites..........:-(
Totally agree with that. What will happen over time is that people will now have to call in with failed sets like we do with the Dex sensors and things. So they will have to start shipping out sets on a single or double basis b/c now you have no room for err anymore. My script sais to change every 2 days and I didn't order till the other day and am almost out but I won't be able to stash any away b/c if I do not change every 2 days I get some NASTY infections. My body just can't tolerate it. I think what I will do is to talk to my endo to see if they can get me one extra box just for those times. I wish I had not dropped the ball and ordered in time. Now with all the medical stuff changing who knows what we are looking at. I truly do not think it's the company. I think it's our changing healthcare and do think that once they crush down on the big companies the little ones are to follow. We'll just all hang in :o) I'm really glad to have such a wonderful site like this where we can share and compare.
My order shipped today. Just wanted to let you know. I think they are shipping according to history and need at the moment. If anyone is in a bind you can also contact your local Animas rep b/c mine said they would take care of me if I didn't get the supplies in time.
My order should arrive today as well. This is only after I had to call BCBS and get the number to Carecentrix to process the request and give mea confirmation number that I had to give to Animas.

I accomplished in that 2 hours what it took Animas over 20 days to not do. However, to get the order sent out, I had to send an email to the corporate office through the "contact us link" link at I received my first ever callback from a customer care specialist within 2 hours. By the end of the day, I had a confirmation number of my package. I will copy the entire notice in my next post, hopefully it will assist you in your battles.
Email to Animas, 9/19 at 3:04 PM.

Your current process on reorders with BCBS is going to literally kill someone. I have been waiting over 3 weeks for a shipment of insulin cartridges for my Animas Pump, which I REQUIRE to LIVE. As of the date of this message 9/19, I am completely out of insulin cartridges for my pump; my order was originally placed on August 30.

I waited over 10 business days for this to be delivered, thinking that there were no problems. I spoke to a CSR Supervisor on 9/12 and was told that my Dr responded to your request on Sept 6, however, my order was not sent to BCBS to be processed. I was told at that time that it would be taken care of and that I would be contacted. I received nothing.

I called again on 9/15 and spoke to a different CSR who said that he would overnight me a shipment of samples to "get me by" until the issue was resolved. I received the shipment on 9/16, however, was unable to use it because it was the wrong product for my needs.

I called again this morning (9/19) and was told by your representative Vince that I would have to contact BCBS myself to get the number for Carecentix, to tell them to authorize your request. I then had to call Animas back with the intake id - XXXXXXX.

I do not understand this sudden process change. I have NEVER had to make any additional calls to receive my supplies. The only call I have ever had to make before is to tell Animas that I need a reorder.

When I dial 1-877-YES-PUMP option 2, I have nothing but problems. I was unable to get anyone from Animas to answer between the dates of Sept 8-12. An answering service did answer one time on Sept 8 and promised me a call back in 20 min. I have yet to receive a call back from that, or any other message, that I have left. Please review my call history to your contact center if you can. The professionalism of your customer services representatives is way below your statements of, "caring about myself and my loved ones", "being available 24/7 for my needs", and "understanding of my needs".

A CSR named Robert offered me a supervisor this morning, but cold transferred me to the voice mail of "Lorrie", I believe. The CSR I spoke to to give the intake number to this afternoon threatened to disconnect my call.

All I need is for someone to send me the medical supplies that I require in order to avoid SERIOUS and LIFE-THREATENING consequences that will require ICU care. In the past I have depended on Animas for this. I am expecting an immediate response to this matter. You can contact me ANYTIME at XXX or XXX

After sending this email, i was contacted within 2 hours by
Linda Bird, PHR
Customer Relations Specialist
Animas, Corporation,
A Johnson & Johnson Company
1-877-937-7867 Ext. 1040

My order tracking number was emailed later last night. Please contat Animas Corrporate and remind them what business they are in and that they can not leave you hanging, not knowing when your shipment will come in. I hope you find this information useful.

Thank you
Jarret, glad you got help. Same person who helped me btw. Took about the same amount of time with similar issues. This is really unacceptable and it has never been this complicated before.
So sorry you also have Carecentrix in the mix.
Don't get me started on them!
And I am glad your shared your experiences because it proves that there is a problem going on, things are being delayed and I was not the only person to have to deal with this kind of thing.
I have no patience for waiting on Insulin or Pump Supplies when I am doing everything I need to do. I am normally pretty laid back and fun loving! We do need their products to live. Unfortunately, there is no other option and they need to understand that.
Im glad you finally had some success, all this is crazy. I get my supplies from a supplier and not directly from animas, I just reordered today and they said it would be shipped out...lets hope i don't have problems!
Sorry Brian! I was trying to tell you to call them and tell them that. It's what I did. Sorry!
The suppliers are not having problems with order and neither is Minimed to my knowledge.
It sounds like this is what is happening.. BCBS is using a new 3rd party, Carecentrix, to handle authorizations. Carecentrix is doing an audit to be verify "the medical need" of the orders being sent out, so they do not send more than is medically needed, and lose money (of course they want to profit from us).

This audit has caused a backup with Animas who says it is only impacting BCBS insureds.

The fact is that Animas should have known about this change months before it took effect. They obviously did nothing in the boardroom to create a smooth transition for their customers. They certainly never notified me by any means to give me the option to order my supplies early. They can blame BCBS all day, Animas is who we depend on for this. They need to handle it.

It took me 2 hours to get a hold of BCBS and Carecentrix and get that intake number. This is something the employees of Animas have taken over 20 days to not do. They are promising call backs that are not being made because they are backed up. Any legitimate organization should not leave a voice message box open after hours. The 1000s of messages being left on Sunday alone will have them checking voice mail into 2012.

This whole situation is a mess and they have said over and over it is just a transition period. Time will tell.
BCBS was not the only ones effected. Tricare (military insurance) was also along with many others. We were on automatic ship which never came. It took 2 weeks to place the my son's order then 1 more to receive it. They told us it was 1. their system was down and 2. Insurance companies are now requiring exact numbers on RX's. Example: his said change every 2-3 days. It now reads change every 2 days. Animas was sending us 50 sites and now only 45. They said if we really need those other 5 have our dr change it to say "change everyday". We will see how long this shipment lasts.




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