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Frequently Asked Questions


General   |   Medicare   |   Private Insurance

How long does the funding process take?
This depends on the type of funding you will be using and the number of insurance policies that you carry. As a general rule, it takes 30-60 days for the funding process to be completed and an order to be shipped.
What type of documentation is required?
Most funding sources require a speech evaluation report and a physician's prescription listing all the specific equipment being recommended for purchase. DynaVox Technologies will request that you complete a "Client Information Form" and a "Release of Information Form" and provide an equipment quote with your funding packet to ensure that we have all of the information necessary to process the funding request with your insurer(s) and that the correct device and accessories are ordered.
Where do I send the paperwork?
Documentation can be mailed to:

DynaVox Systems LLC
2100 Wharton Street
Suite 400
Pittsburgh, PA 15203
Att: Funding
Can I fax the documentation?
Yes and no. We welcome faxes, as they allow your funding coordinator additional time to review the documentation and alert you of any problems we may encounter. However, we do advise that you mail the original paperwork to us after a copy has been faxed. In fact, some funding sources require original paperwork.
Can I submit to my insurance company myself?
In some situations, yes. However, we recommend that you utilize our funding department, especially if you would like us to file the claim on your behalf. Your funding coordinator is aware of the coding and authorization guidelines that most insurers use.
I have an older device. How long do I need to wait before I can get a new one?
Most funding sources are in agreement that a speech device should last for at least 5 years. However, it may be possible to get another device before that time if your communication needs have changed.
My family member lives in a nursing home setting. Are we able to use their Medicare coverage to receive a device?
No, nursing home residents are not able to receive Durable Medical Equipment (DME) through Medicare. Medicare Part B only covers the cost if you are living at home or in a group home. Certain residents who have been diagnosed with mental retardation and are living in intermediate care facilities are also eligible.

Note: Persons receiving hospice care are not able to use their Medicare benefits to purchase a speech device. This applies to both in home hospice care as well as facility based hospice care.
Can I purchase the device and then be reimbursed by Medicare?
Yes. However, you will still need to follow the Medicare guidelines for the speech evaluation and prescription. All documentation should be dated before you receive your device.
Why can't DynaVox just waive the 20% co-payment?
While we understand that this co-payment may be difficult to come up with, it is against Medicare policy to waive this cost. Please let your funding coordinator know as soon as possible if you do not have a secondary insurance carrier, as we may be able to recommend an alternate funding source.
Can I fax the documentation?
No. As a Medicare provider, we are required to present original documentation, including physician prescriptions and speech evaluations, in case of a Medicare audit. You may fax the documentation to us for review and entry into our computer system, but please mail the original material as soon as possible.
How long will it take until I receive my device?
There is no prior authorization process with Medicare. When the required documentation and co-payment have been received by DynaVox Systems, we can ship your device to you.
Can you ship the device directly to the speech therapist?
No. We understand that it often is convenient to have someone else receive the device for programming and training, however, Medicare requires us to furnish proof that the device was delivered to the device user. It is our policy without exception to deliver only to the client's residence. We apologize for any inconvenience.
I was informed that I need to get a new prescription. I don't understand why the first prescription was not good enough.
Medicare does have strict guidelines for prescriptions. The prescription must specifically list all equipment being ordered. The best way to ensure that this happens is to provide your doctor with a copy of the quotation. In addition, DynaVox must have an original signature on the prescription. This means that the Rx cannot be copied or faxed and then sent to DynaVox. Our prescription form may be used to ensure that the guidelines have been met.

Note: If you do not have a quotation, you can call our Customer Sales and Support Department at (888) 697-7332. It is always a good idea to have a quotation on file. It helps to ensure that your order is correct and that all necessary accessories are included.
I had a speech evaluation 2 years ago. Can the speech therapist use the old evaluation?
No. The speech evaluation must be no more than 6 months old at the time the device is shipped to you. A new evaluation will be needed.
I have a Medicare replacement policy. What steps do I need to take to obtain a device?
Obtaining funding through a Medicare replacement policy is slightly different than traditional Medicare funding. The Medicare guidelines should still be followed, however, a prior authorization review is required in these cases. In other words, the speech therapy report and prescription should follow Medicare rules, but we will also need to follow the rules of your insurance carrier. Please see the Private Insurance section for additional details.
I was informed by my funding coordinator that the approval my insurance company gave us does not meet our guidelines. What does this mean?
Imagine receiving a bill in the mail for $2,000.00 because we had to estimate what your insurer was going to pay! Getting the right documentation up front helps to ensure that the claim pays correctly. If DynaVox Technologies is not a participating provider with your insurer a written approval from your insurer that provides the following is required: the dates of service that have been authorized, the equipment that has been authorized, the dollar amount that will be allowed on the claim, the codes that they would like us to use on the claim, and the billing address.
I have an approval from my insurance company. How long will it take before my device is shipped?
The shipping of your new device will largely depend on whether the authorization that your insurer sent you is compliant with our authorization guidelines. We will also need to collect any co-payments or deductibles before your device is shipped to you. A signed release of information form is also required.
My insurance plan is refusing to list the amount that they will allow for the device. I was informed that we cannot receive our device without this information. What can I do to help?
Call your insurance company and speak to someone in member services to obtain this information in writing then send a copy to DynaVox. Sometimes a number of phone calls are required by both the member and DynaVox Systems to obtain the needed information. Don't give up. It may also help to have your employer's human resource department call as well.
I have an insurance policy from my employer as well as an insurance policy from my spouse's employer. How does this work?
We will request authorization from both insurers when we receive your funding request. Your funding coordinator will follow-up with the insurance companies to determine how the benefits will be coordinated. A signed release of information form from each policy holder is also required.
My insurance company said that I could not receive equipment from DynaVox Technologies because I have to use an in network provider. Is this true?
Maybe. However, most insurers recognize that this is specialized equipment that can only by provided by DynaVox Technologies and a select few vendors. For this reason they will often grant an exception allowing the member to use DynaVox as a provider at the in network coverage level. Only a handful of funding requests have resulted in the use of an outside vendor at a higher cost for the insurance company.
What if I have Medicaid as well as private insurance? Will Medicaid pick up the co-pay and deductible?
Yes, as long as we obtained a prior authorization from them first. Please refer to the Medicaid portion of the site for more details.
I was asked to sign a release of information form. What does this mean?
The signed release of information form allows DynaVox Technologies to exchange the required benefit, authorization and billing information with the insurance company that is necessary to process the funding for the equipment. Without this signed form DynaVox Technologies would not be permitted to collect or release any of your insurance information. The only time you would not be asked to sign the release of information form would be if you were pre-paying in full by check or credit card for your order and our funding department were not processing the funding through your insurance company for you.
When I called my insurance company, they asked me for a procedure code. What should I tell them?
Insurers use procedure codes or HCPC Codes for all medical services. If your insurer informs you that speech devices are not covered because they could not find the code in their listing, we may be able to utilize a miscellaneous code. Your benefit booklet will give a better indication of whether they will cover the device.
Can I submit documentation to my insurer myself?
In general, insurance companies will accept a request from a beneficiary. However, it is best to use your funding coordinator, as your funding coordinator is familiar with the authorization process and coding guidelines.
Will my insurance company pay for an extended warranty?
Most insurers will not cover warranties. Warranties are highly recommended, as they will alleviate a long repair funding process of 2 months or more. If it is possible to pay for a warranty out of pocket, it is worthwhile.
I have an HMO. Will I need a referral?
Yes. For most HMO plans, the Primary Care Physician's office will need to fax us a copy of the referral and assist us in submitting to the insurer or the IPA.
My insurance company won't review the documentation. How do I know if this will be covered?
Without a written approval, we can't be sure that your equipment is covered. For this reason, we insist that the insurance company provide us with a pre-determination of benefits.
My insurance company called me and said that they are approving our request. I asked for a letter, and they said they don't provide letters. What should I do?
We can provide your insurer with an approval form if they do not want to generate a letter on their letterhead. Either the completed approval form or a detailed authorization letter must be provided for us to ship your equipment.
Can I pay for the DynaVox now, and get reimbursed? I don't want to wait for an approval.
Yes. However, please keep in mind that we cannot guarantee that you will be reimbursed without an approval on file. If you choose to submit to your insurer yourself, please remember to fax or e-mail a copy of the documentation to DynaVox Technolgies.

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