Global Supply Chain Disruptions may result in shipping delays for certain special order items. We know your mobility is critical to you and are doing everything we can to limit the impact of these global supply chain challenges to our customers.

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The Process

Getting Qualified for Insurance Coverage

With Freedom Mobility, you'll be assigned a dedicated Care Team who will work closely with your physician and Insurance provider to get your new power or manual wheelchair covered under your health plan. The timeline below is intended to guide you through the steps that are involved when using your insurance to pay for your mobility equipment. Here’s how it works:

Ordering Timeline:

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number 1 iconIntake & Eligibility

Our Intake team will verify your insurance eligibility to pre-qualify you. You can complete the eligibility verification process online using our Patient Intake Form, or you can schedule a Free Consultation Call with one of our Intake Specialists who can verify your insurance eligibility over the phone. Once verified, we'll assign you a personal case manager who will work closely with you throughout the entire process. 

number 2 iconIn-Home Evaluation

Once we receive a prescription from your physician, you will be assigned a dedicated RESNA Certified Assistive Technology Professional (ATP) to meet you at your home for a wheelchair assessment. Your ATP will take your measurements and carefully review your mobility needs to custom-configure a solution that will take into consideration your indoor and outdoor environments (home, work, school and community use). Depending upon availability, scheduling your In-Home Evaluation can take anywhere from 2 days to 2 weeks. Remote evaluation options are also available in response to COVID-19, click here for more info.

number 3 iconTechnology Design & Research


Your ATP will utilize the latest technologies on the market to design a custom-configured solution to fit your needs. The assistive technology components used to design your wheelchair base and seating system can often come from multiple manufacturers for a truly customized solution. If additional customization is desired, your ATP will modify and/or fabricate components to achieve the right result. Sometimes additional research may be necessary if your health plan requires special criteria to be met before covering components your ATP deems essential. Once your ATP has designed your custom wheelchair, quotes are requested from the various manufacturers involved and compiled into a report to be submitted to your doctor and insurance for approval. On average, designing your mobility system takes 2 weeks, but can take up to 30 days for more complex orders.

number 4 iconPhysician Documentation

Once your mobility system is designed, your Case Manager will fax your physician a documentation request. Your Case Manager works hard in this phase to coordinate with your entire Care Team, and may need to make multiple follow-up phone calls to your physician's office in order to collect the clinical documentation required by your insurance. These documents include, but are not limited to: prescription, progress notes, certificate of medical necessity, PT/OT Seating and Mobility evaluation report, etc. Depending upon how quickly your physician responds to our requests, this step typically takes 1 - 4 weeks, but can take longer if your insurance and/or doctor require you to schedule a telehealth or face-to-face appointment prior to your doctor signing the final order.

number 5 iconInsurance Authorization

Once we have all the documentation required by your insurance, our team will carefully review your file to ensure it meets your payer's coverage criteria. A prior authorization request (PAR) is then submitted to your insurance requesting approval. This is often the most time-consuming step in the process as your insurance provider may ask for additional documentation requiring continued back and forth coordination with your physician. Our team works hard for you during this phase, and will regularly follow up with your doctor and insurance provider until we receive your approval. Depending upon your insurance's processing times, this step takes 2-12 weeks on average.

number 6 iconPurchasing

Once we have an insurance authorization, your equipment is ordered. If you have a coinsurance or deductible obligation with your health plan, your case manager will contact you to go over your patient responsibility amount and discuss the different payment methods and financing options available to you. Receiving all your components can take 2-4 weeks depending upon the number of different manufacturers involved. Standard chairs already in stock can be delivered within days; however, custom and special orders requiring components from multiple manufacturers will take longer and may need to be custom fabricated.

number 7 iconAssembly

Once all the components are received from the manufacturer, we assemble and configure your wheelchair to your specifications. We then run several safety tests to ensure everything is functioning properly. This step typically takes 1-3 business days. 

number 8 iconDelivery & Fitting

Once your equipment is ready, we will contact you to schedule delivery and final fitting of your new wheelchair. Your Wheelchair Delivery Specialist will instruct you and/or your caregiver on the proper and safe use of your new equipment, and spend as much time with you as you need to feel completely comfortable operating your newly customized equipment. 

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