How the Process Works — Project Salus

When a doctor orders something, that is only the beginning.

Most people expect a simple transaction. A physician says the word, the thing arrives. In practice, between the order and the delivery there is a chain of parties — insurers, authorization reviewers, intake coordinators, pharmacy benefit managers, suppliers, delivery technicians — each with their own rules, their own timelines, and their own financial incentives.

Most of those parties are completely invisible to the patient. The frustration of waiting for equipment that was ordered three weeks ago, or discovering that a medication you have taken for years is suddenly going to cost four times as much, or finding that a claim was denied for reasons nobody explained — all of it happens inside that invisible chain.

This page makes the chain visible. We start broad and go deeper as we go. Read as far as your situation requires.


The five players in almost every chain

Regardless of whether the order is for a wheelchair, a medication, a home health visit, or hospice supplies — the same five types of parties are almost always involved. Understanding what each one controls changes how you engage with the process when something goes wrong.

Tap any card for a plain-language description of that role.

The prescriber
Physician or nurse practitioner. Starts the chain. Does not finish it.
Tap to learn more
The insurer
Approves or denies. Never examines the patient. Controls the timeline.
Tap to learn more
The supplier or pharmacy
Fulfills the order. Dependent on authorization and documentation from others.
Tap to learn more
The authorization reviewer
A specific person inside the insurer making coverage decisions. Often a physician. Almost never visible.
Tap to learn more
The patient
At the end of a chain they were never shown. The only one with no dedicated advocate in the process.
Tap to learn more

Home medical equipment

Home medical equipment — also called durable medical equipment, or DME — includes the beds, wheelchairs, oxygen systems, breathing machines, walkers, lifts, and related devices that Medicare covers for use in the home. The chain between the physician order and equipment delivery is the most complex in senior care and the most common source of confusion and delay.

The chain below shows every party involved. Tap any step for detail on what happens there, what can go wrong, and what the patient can do.

The equipment chain — tap any step
Step 1
Physician or nurse practitioner
Written order
Step 2
Supplier intake coordinator
Documentation
Step 3
Insurance prior authorization
5–21 business days
Step 4
Supplier order processing
Procurement
Step 5
Delivery and setup
At your door
End point
Patient receives equipment
Days to months
Tap any step for detail on what happens, what can break, and what to ask
Realistic timelines — from physician order to delivery
Walker or basic manual wheelchair
24–48 hours
Hospital bed, commode, bath safety
1–3 days
Home oxygen system
3–10 days with auth
Continuous positive airway pressure (CPAP) machine
5–14 days with auth
Standard power wheelchair
45–90 days
Complex rehab technology — custom power chair
90–150 days

The physician or nurse practitioner must write a formal order specifying the equipment, the diagnosis, and the medical necessity. The order must be signed and include the prescriber's National Provider Identifier — a unique identification number used in all Medicare billing. For most complex equipment, a face-to-face examination must have occurred within a specified timeframe before the order — for power wheelchairs, within 45 days.

The most common failure at this step is documentation that is too vague. An order that says "needs wheelchair" is not the same as an order that says "patient is unable to ambulate more than 10 feet due to bilateral lower extremity weakness secondary to peripheral neuropathy and requires a power wheelchair for in-home mobility." The insurance company's prior authorization criteria require specific functional language. If the physician's chart note does not include it, the authorization will be returned for more information — restarting the clock.

Signals at this step
The supplier confirms they received a signed, complete order with documentation of functional limitations and diagnosis
The prescriber's office responds quickly when the supplier requests additional documentation
The supplier has not received an order more than a week after the physician verbally agreed to one
The physician's office is unresponsive to documentation requests from the supplier — a genuine failure that directly delays care

When a referral arrives at a home medical equipment supplier, it goes to an intake coordinator — a staff member responsible for verifying insurance eligibility, collecting clinical documentation from the physician, and building the prior authorization request that will be submitted to the insurance company. This person is almost never introduced to the patient. Their name does not appear on any form the patient receives. Yet their competence and follow-through is the primary variable in how long authorization takes.

A skilled intake coordinator will verify the order is complete, identify documentation gaps before submitting the authorization request, proactively contact the physician's office to resolve those gaps, and submit a complete, well-documented authorization request to the insurance company. A less skilled coordinator submits what they have and waits — potentially for days — before discovering that the insurance company needs more information.

The competitive bidding program, which compressed Medicare reimbursement for home medical equipment by 40 to 50 percent in many categories over the past two decades, has directly affected the staffing and expertise available at many suppliers. Larger national suppliers that survived the reimbursement cuts through volume often centralized their intake operations — meaning the person processing your order may be in a different state than the person who will eventually deliver your equipment.

Signals at this step
Intake coordinator provides their name, a direct phone number, and the date the authorization will be submitted
Supplier contacts you proactively if there is a documentation gap rather than waiting for you to call
Nobody contacts you after the referral is received and you have to chase status
Staff cannot tell you when the authorization was submitted or what the reference number is

Once the supplier submits the prior authorization request, the insurance company has up to 10 business days to respond — two full weeks, not counting weekends and holidays. This is the period most patients experience as inexplicable waiting. From the patient's perspective, the doctor ordered the equipment. The supplier is sitting on it. What is taking so long?

What is actually happening: an authorization reviewer — often a nurse or physician employed by the insurance company — is reviewing the submitted documentation against the coverage criteria for that specific piece of equipment. Coverage criteria specify exactly what clinical conditions must be documented, how severe they must be, what treatments must have already been tried, and what functional limitations must be present. If any element is missing or insufficiently documented, the reviewer sends a request for additional information back to the supplier, and the clock effectively restarts.

Medicare Advantage plans — which now cover more than half of Medicare beneficiaries — have been found by federal investigators to deny prior authorization requests for care that meets Medicare's own coverage criteria at meaningful rates. A 2023 Office of Inspector General audit found that 13 percent of prior authorization denials in Medicare Advantage plans were for services that should have been approved under Medicare's rules. A denial is not a final answer. It is the beginning of an appeal process.

Signals at this step
Supplier confirms authorization was submitted with a reference number and estimated response date
If a documentation request was issued, supplier informs you and pursues the physician's office promptly
Authorization has been "pending" for more than three weeks with no update from the supplier
A denial was received and the supplier says there is nothing more to do — without explaining that an appeal is available

Once prior authorization is approved, the supplier places the order. Standard equipment that is stocked in a warehouse — basic hospital beds, standard manual wheelchairs, walkers, commodes — is typically available for delivery within 24 to 48 hours of approval. Equipment that is ordered from a manufacturer — power wheelchairs configured to a specific patient's measurements and clinical needs, custom seating systems, complex respiratory equipment — requires a manufacturing and shipping period that can add two to four weeks to the timeline.

For power wheelchairs and complex rehab technology, an evaluation by a qualified professional — a physical therapist, occupational therapist, or assistive technology professional — must occur before the final equipment is ordered. This evaluation ensures the equipment is configured correctly for the patient's body, environment, and functional needs. Skipping or rushing this step leads to equipment that does not fit or function appropriately.

Signals at this step
Supplier provides a confirmed delivery date within 48 hours of authorization approval for standard equipment
For complex equipment, supplier communicates the manufacturing timeline and keeps you updated
Significant delays after authorization approval with no explanation — this is a genuine supplier process failure

Delivery should include: setup and inspection of the equipment in the patient's home, a demonstration of how to use and maintain it, instruction on safety — especially for oxygen equipment where fire safety rules apply — an explanation of what to do if the equipment malfunctions, a 24-hour emergency contact, a copy of the signed delivery ticket, and a follow-up plan for maintenance and supplies.

What often actually happens: a delivery driver drops off the equipment, obtains a signature, and leaves within ten minutes. This is not a failure of individual delivery staff. The competitive bidding program's reimbursement compression eliminated the clinical delivery model — the respiratory therapist who previously set up home oxygen, the rehab technology specialist who configured the wheelchair — at many suppliers who could no longer afford it at reduced rates.

For oxygen specifically, a clinical staff member should set the flow rate to the physician's prescribed level and review fire safety protocols before leaving. For power wheelchairs, a qualified professional should verify fit and function at delivery. If neither happens, it is appropriate to call the supplier and request it.

Signals at this step
Delivery includes setup, demonstration, safety review, and a written emergency contact number
For oxygen: flow rate is set to the prescribed level and fire safety protocols are reviewed before departure
Equipment left without setup, instruction, or an emergency contact — a genuine service failure regardless of system pressures
No after-hours contact and no response when equipment fails overnight or on a weekend
What competitive bidding did to this chain

The Competitive Bidding Program for home medical equipment — fully implemented nationally by the mid-2010s — reduced Medicare reimbursement rates by 40 to 50 percent in many equipment categories. The suppliers that survived did so by consolidating operations, centralizing intake processing, replacing clinical delivery staff with drivers, and competing on volume. The patient experience — local responsiveness, clinical expertise at delivery, after-hours support — absorbed much of the cost of that efficiency. Understanding this does not excuse poor service. It explains why the experience has shifted.

Your state changes this

Competitive bidding areas, supplier network availability, and Medicaid equipment coverage vary significantly by state and region. Rural areas have been disproportionately affected by supplier consolidation.

Select your state to see what applies to you →
How to read the situation — system vs. provider
System doing what it does
Authorization is pending and supplier has the reference number and submission date
Complex equipment takes 6 to 12 weeks — documentation and manufacturing take time
Insurance asked for more documentation — supplier is pursuing the physician's office
Delivery driver handles setup for standard items without a clinical technician present
A genuine provider or insurer problem
Nobody at the supplier can tell you when authorization was submitted or what stage it is at
Authorization was denied and supplier says nothing more can be done — without explaining the appeal
Oxygen was delivered without flow rate being set or safety review being conducted
No after-hours emergency contact was provided and equipment failed with no way to reach anyone

Prescription medications

The prescription chain looks simple on the surface — doctor prescribes, pharmacist fills, patient picks up. For most common medications and routine prescriptions, it is relatively close to that. But between the prescriber and the pharmacy sits an entity that most patients have never heard of: the pharmacy benefit manager, or PBM. Understanding what a PBM is and what it controls explains why a medication you have taken for years suddenly costs significantly more, why your pharmacist sometimes tells you a drug is not covered, and how your formulary — the list of covered medications — gets built in the first place.

Standard prescription chain
Step 1
Prescribing physician or nurse practitioner
Step 2 — often invisible
Pharmacy benefit manager (PBM)
Formulary check
Step 3
Retail or mail-order pharmacy
End point
Patient receives medication
Specialty medication chain — biologics, high-cost drugs, complex therapies
Step 1
Prescribing physician
Step 2
PBM prior authorization
3–14 business days
Step 3
Specialty pharmacy intake
Step 4 — sometimes
Manufacturer patient assistance review
End point
Patient receives medication
What a pharmacy benefit manager actually is — and why it matters
Three parties. One intermediary most patients never know is there.
Your insurance company
Pays the claims
Contracts with
Pharmacy benefit manager — PBM
Controls the formulary, negotiates with drug makers, processes claims
Negotiates with
Drug manufacturers
Pay rebates for formulary placement

A pharmacy benefit manager is a company that sits between your insurance plan and the pharmacies and drug manufacturers. The three largest PBMs — Express Scripts, CVS Caremark, and OptumRx — manage prescription drug benefits for the majority of Americans with insurance.

The PBM negotiates with drug manufacturers for rebates — payments made by the manufacturer in exchange for favorable placement on the formulary. A drug that pays a higher rebate to the PBM may be placed on a lower-cost tier than a clinically comparable drug that pays less. The patient's cost at the pharmacy counter is shaped in part by these rebate negotiations — negotiations the patient was never part of and may not know exist.

The PBM also manages prior authorization for specialty medications and can change formulary placement — the tier a drug is on — at the start of each plan year. A medication that cost you $40 as a tier 2 generic in January may cost $180 as a tier 4 non-preferred brand in February if the formulary was restructured. This is legal. It is common. It is almost never proactively communicated to patients.

Most prescriptions are now transmitted electronically from the prescriber's system directly to the pharmacy. The pharmacy immediately submits a claim to the PBM, which checks the medication against the plan's formulary — the list of covered drugs at various cost tiers.

If the drug is on the formulary at a covered tier, the claim is processed and the patient pays their tier cost-share. If the drug requires prior authorization — most specialty medications and some high-cost common medications do — the pharmacy will tell the patient the medication is "not yet authorized" and the authorization process begins. If the drug is not on the formulary at all, the pharmacy may offer a formulary alternative or the prescriber can request a formulary exception.

What patients can do at this step
Ask your pharmacist: is this on my formulary and at what tier? This takes about 30 seconds and saves surprises at the counter
Ask your physician: is there a therapeutically equivalent medication on my formulary at a lower cost tier?
Each October and November, review your Part D drug plan's formulary for the upcoming year — formularies change annually

When a prescription requires prior authorization, the PBM sends a notification to the prescriber's office. The physician's staff must then submit clinical documentation — diagnosis, treatment history, prior therapies that were tried and failed, and the clinical rationale for this specific medication. The PBM reviews the documentation against its coverage criteria and approves or denies.

The criteria the PBM uses are called clinical coverage guidelines. These are documents that establish what conditions must be present and what prior treatments must have been tried before the plan will cover a given medication. These guidelines are not always the same as clinical practice guidelines — the evidence-based standards physicians are trained to follow. A PBM may require that a patient try and fail two or three less expensive medications before approving a newer one, even when the prescribing physician believes the newer medication is clinically superior for this patient.

Step therapy — the requirement to try cheaper medications in a specific sequence before advancing to a prescribed treatment — is one of the most contested issues in pharmaceutical coverage. Some states have enacted step therapy protections that require plans to grant exceptions when a physician certifies that the required prior treatments are medically inappropriate. The rules vary by state.

Signals at this step
Prescriber's office submits prior authorization documentation promptly and tracks the status
PBM provides a clear denial reason that the physician can address with additional documentation or an appeal
Prescriber's office is unresponsive to the PBM's documentation request — a genuine office failure
PBM denies a medication that the physician has documented is medically necessary — an appealable decision

A formulary is a tiered list of covered medications. Tier 1 typically contains generic drugs with the lowest patient cost-share. Tier 2 is preferred brand-name drugs at a moderate cost-share. Tier 3 is non-preferred brands at a higher cost-share. Tier 4 and above covers specialty medications at the highest cost-share — often 25 to 33 percent of the drug's cost, which for some biologics can be thousands of dollars per month.

The tier a drug is placed on is determined by the PBM's contract with the manufacturer — including the rebate the manufacturer pays. A drug that was on tier 2 in the previous plan year may move to tier 3 or tier 4 if the manufacturer's rebate agreement changed or if the PBM added a competing drug that pays a higher rebate. This can happen without any change in the drug itself, without any change in your medical situation, and without any proactive notice beyond an annual plan materials mailing that most people do not read in detail.

Every Part D plan must notify members of formulary changes by October 15 of each year for the upcoming plan year. The fall open enrollment period — October 15 through December 7 — exists in part for this reason. Checking your current medications against next year's formulary before open enrollment closes allows you to switch to a plan with better coverage for your specific medications.

What patients can do
Use Medicare's Plan Finder tool at medicare.gov each fall to compare Part D plans based on your actual current medications
If a drug moves to a higher tier, ask your physician whether there is a clinically appropriate formulary alternative
If a specific drug is medically necessary and no alternative exists, request a formulary exception — the plan must have a process for this
System doing what it does
Medication requires prior authorization — standard for specialty drugs
Formulary tier changed at the start of the plan year — common, legal, and reviewable during open enrollment
Prior authorization takes 3 to 14 business days — the PBM's standard review window
A genuine problem
Prescriber's office is not responding to prior authorization requests from the PBM
PBM denies a medication as not medically necessary despite physician documentation — appeal this
Step therapy requirement is forcing a trial of a treatment the physician has documented is medically inappropriate

Home health services

Home health brings skilled clinical care — nursing visits, physical therapy, occupational therapy, wound care — to the patient's home. The authorization chain is simpler than equipment, but the certification cycle — the 60-day recertification requirement — catches many families off guard when coverage unexpectedly stops.

The home health chain
Step 1
Physician or NP order
Face-to-face required
Step 2
Agency intake and insurance certification
Step 3
Plan of care development
Step 4
Care delivery — 60-day episodes
Step 5 — repeating
60-day recertification
Physician signature required
The certification cycle — what most families do not know

Medicare home health is provided in 60-day certification periods. At the end of each period, the physician must re-evaluate the patient and re-sign the plan of care for coverage to continue. If the physician does not complete the recertification in time — which happens when the physician's office loses track of the request, or when the patient's primary physician has changed — coverage lapses. The patient may receive several visits without active certification, which can result in non-covered claims. Ask the home health agency who is responsible for managing the recertification timeline and when the current certification period expires.

System doing what it does
Coverage ends when the skilled need resolves — expected and appropriate
Staffing changes between visits — common at most agencies due to scheduling
60-day recertification requires physician action — a system requirement, not an agency failure
A genuine problem
Agency does not track recertification deadlines and coverage lapses without warning
Scheduled visits consistently do not happen with no notification or makeup plan
No contact information provided for missed visits or urgent clinical concerns

Hospice supplies and medications

Hospice is the one situation in senior care where the supply chain is intentionally simplified for the patient and family. When someone is enrolled in Medicare hospice, the hospice agency takes over coordination of all comfort-related equipment, supplies, and medications. There is no separate prior authorization process. There is no separate DME supplier to manage. The hospice handles it.

This is one of the most significant and least-understood benefits of hospice enrollment — and one of the most important reasons earlier enrollment consistently produces better experiences.

The hospice supply chain — intentionally simple
Step 1
Hospice nurse identifies need
Step 2
Hospice agency orders equipment or medication
Step 3
Supplier delivers to home
End point
Patient receives what is needed — no separate authorization
What hospice covers — no separate authorization needed

Under Medicare hospice, all of the following are covered and coordinated by the hospice agency: hospital bed, bedside commode, wheelchair or transport chair, oxygen equipment if needed for comfort, wound care supplies, all medications related to the terminal diagnosis including pain medications and anti-nausea medications, medical supplies, and aide services. The patient does not need to separately authorize, coordinate, or pay for any of these items.


Prior authorization — the mechanism that cuts across everything

Prior authorization — the insurance company's approval process before a service, piece of equipment, or medication is covered — appears at every stage of the chains above. Understanding how it works, what the appeal process looks like, and what the data says about how it is being used is essential context for anyone navigating senior care.

The five-level Medicare appeal process — a denial is the beginning, not the end
Level 1 — Redetermination by the plan
The insurance plan reviews its own decision. For standard appeals the plan has 60 days to decide. For expedited appeals — when the standard timeline would seriously jeopardize health — the plan has 72 hours. Roughly 60 percent of Medicare Advantage prior authorization denials that are appealed are overturned at this level.
72 hours expedited / 60 days standard
Level 2 — Reconsideration by an independent review organization
An independent organization under contract with Medicare reviews the plan's decision. The reviewer is not employed by the insurance company. Decisions that survive to this level are reviewed by a different set of eyes with no financial relationship to the plan.
72 hours expedited / 30 days standard
Level 3 — Administrative law judge hearing
A formal hearing before an administrative law judge at the Office of Medicare Hearings and Appeals. Available when the amount in controversy meets the threshold — approximately $180 in 2025. More formal but accessible without a lawyer.
90 days standard
Level 4 — Medicare Appeals Council
Review by the Departmental Appeals Board of the Department of Health and Human Services. Used when Level 3 is unfavorable and the amount in controversy meets the threshold.
Variable timeline
Level 5 — Federal district court
Judicial review in federal court. Requires the amount in controversy to meet a higher threshold and is typically pursued with legal assistance. Rare in practice but available.
Variable timeline
What the data shows

A 2023 report by the Office of Inspector General found that Medicare Advantage plans denied prior authorization requests at a rate of 13 percent for services that met Medicare's own coverage criteria and should have been approved. A 2022 Senate Finance Committee investigation found similar patterns across multiple large Medicare Advantage plans. These findings are in public government reports. Federal rules now require Medicare Advantage plans to disclose their prior authorization data more transparently. The information is available — but it requires knowing where to look.


Reading your Explanation of Benefits

An Explanation of Benefits — abbreviated EOB — is the document your insurance plan sends after every claim is processed. Most people throw it away. It is actually the most useful tool available for understanding what happened in the chain. If something went wrong — a claim was denied, a cost is higher than expected, a service was not covered — the EOB is where the explanation lives.

What an EOB typically shows
Service date03/14/2025
ProviderABC Home Medical Equipment
Service descriptionPower operated vehicle — HCPCS K0899
Amount billed$4,200.00
Medicare approved amount$1,840.00
Medicare paid$1,472.00
Your responsibility$368.00
Claim statusDENIED — Reason code CO-50
Appeal deadline60 days from this notice
The billed amount is what the supplier charged. The Medicare approved amount is what Medicare considers a reasonable charge — usually much lower. You owe the 20 percent patient share of the approved amount, not of the billed amount.
Reason codes like CO-50 explain why a claim was denied. CO-50 means "not deemed a medical necessity." This is the most common denial reason for equipment — and almost always means the documentation submitted was insufficient, not that the need does not exist.
The appeal deadline is real. Missing it forfeits your appeal rights. If you receive a denial on an EOB, the clock is running from the date on that document.
An EOB is not a bill. It is a statement of how a claim was processed. Your actual bill comes from the provider. Comparing the two tells you whether you are being billed correctly.

The chain is visible now. Use it.

Understanding where your request is in the process — and who is responsible for each step — is the most effective tool available to an individual beneficiary.

Understanding Your Coverage — Project Salus
For seniors — your coverage

Understanding your coverage.

Medicare is not one thing — it is a system of parts, rules, and decisions that stack on top of each other. This section explains how it actually works, what it pays for, and what to do when it doesn't.

What do you want to understand?
How Medicare works
The parts of Medicare
What's covered — and what isn't
Prior authorization
Denials and appeals

Select a topic above to read a plain-language explanation of how your coverage works.

How Medicare works
Medicare is a federal health insurance program — not a blank check

Medicare covers specific services for specific people under specific conditions. Understanding that it has rules — and that those rules can be navigated — is the starting point for using it well.

Most people become eligible for Medicare at age 65 if they or their spouse paid Medicare taxes for at least 10 years (40 quarters) while working. You can also qualify under 65 if you have received Social Security Disability Insurance (SSDI) for 24 months, or if you have ALS (Lou Gehrig's disease) or end-stage renal disease (kidney failure requiring dialysis or transplant).

Eligibility does not mean automatic enrollment. Unless you are already receiving Social Security benefits, you must actively sign up during your enrollment window — and missing it has permanent financial consequences.

Medicare pays for services and supplies that are medically necessary — meaning they are needed to diagnose or treat a medical condition, meet accepted standards of care, and are not primarily for the patient's convenience. That determination is made by Medicare, not by your doctor alone.

This distinction matters in practice. A doctor can order something and genuinely believe it is necessary. Medicare can still decide it does not meet their coverage criteria and decline to pay. This is why documentation of medical necessity in the physician's chart note is so important — it is what Medicare reviews when deciding whether to cover a service.

Original Medicare is the traditional federal program — Part A and Part B administered directly by the government. You can see any doctor or hospital that accepts Medicare, anywhere in the country. There is no network. There is no prior authorization for most services. You pay the government-set cost-sharing amounts.

Medicare Advantage (Part C) is an alternative delivered by a private insurance company that contracts with Medicare. The insurer receives a fixed payment from the government to cover your care. Advantage plans often have lower premiums, but they operate like private insurance — narrower provider networks, prior authorization requirements for many services, and an annual out-of-pocket maximum. The trade-off is lower monthly cost in exchange for less flexibility and more administrative process.

The decision that matters most: choosing between Original Medicare with a Medigap supplement and Medicare Advantage. Once you are in a Medicare Advantage plan and want to switch back to Original Medicare with a Medigap supplement, the Medigap insurer can medically underwrite you — meaning they can charge you more or decline you based on your health. The open enrollment protection you have at 65 does not repeat. Choose carefully.

Original Medicare covers 80% of most outpatient services after you meet the Part B deductible. You are responsible for the remaining 20% — with no annual cap on what that can total. A serious illness, a hospital stay, or a complex equipment order can add up to thousands of dollars in 20% shares even with Medicare.

A Medigap supplement is a private insurance policy that covers some or all of that remaining cost-sharing. Plan G is the most comprehensive option currently available to new enrollees — it covers the Part A deductible, the Part B 20% coinsurance, skilled nursing facility coinsurance for days 21 through 100, and emergency care in foreign countries. With Plan G, most Medicare-covered services cost you nothing out of pocket beyond the Plan G premium.

Medigap plans are standardized — a Plan G from one company covers exactly the same things as a Plan G from another. The only variable is the monthly premium, which varies by insurer and by your location. Shop on premium, not on the plan letter.

Your Initial Enrollment Period (IEP) runs for 7 months — beginning 3 months before the month you turn 65, including your birthday month, and ending 3 months after. This is the window when you can enroll in Parts A, B, and D without penalty and select a Medigap supplement without medical underwriting.

If you miss this window and enroll late in Part B, you pay a 10% premium surcharge for every 12-month period you were eligible but did not enroll — and that surcharge is added to your Part B premium permanently. Part D carries its own separate late enrollment penalty: 1% of the national base premium per month delayed, also permanent.

Exception: if you have qualifying employer-sponsored coverage at 65, you can delay Medicare enrollment without penalty. When that employer coverage ends, you have a Special Enrollment Period. Keep documentation of your continuous coverage — Medicare will ask for it.

The most important thing to know

Your Medigap enrollment rights are strongest at 65. During your Initial Enrollment Period, no Medigap insurer can decline you or charge you more based on your health. That protection does not automatically repeat. If you switch to Medicare Advantage and later want to return to Original Medicare with Medigap, you can be denied. Choose your coverage path carefully at 65 — it is much easier to choose well once than to try to undo a decision later.

Your state affects your options

Medigap premiums, Medicare Advantage plan availability, and state-funded programs vary significantly by location.

Select your state to see what applies where you live →
Coming soon
Medicare enrollment walkthrough — a step-by-step guide to enrolling in Parts A, B, and D, selecting a Medigap plan, and what to do if you are still working at 65.
The parts of Medicare
Parts A, B, C, and D — what each one does

Medicare is divided into parts that cover different things. Understanding what each part covers — and what it costs — is the foundation for making sense of your bills and your benefits.

Part A
Hospital insurance
Inpatient hospital care · Skilled nursing facility stays · Hospice · Some home health
Premium: $0 for most people · Deductible: ~$1,676 per benefit period · No monthly limit on coinsurance exposure
Part B
Medical insurance
Physician visits · Outpatient care · Preventive services · Durable medical equipment · Lab work
Premium: ~$185/month (2025) · Annual deductible: ~$257 · 20% coinsurance with no out-of-pocket cap
Part C
Medicare Advantage
Combines A and B through a private insurer · Often includes dental, vision, hearing · May add drug coverage
Premium: varies ($0 to $100+/month) · Annual out-of-pocket maximum up to $8,300 in-network · Network restrictions apply
Part D
Prescription drug coverage
Prescription medications through a private plan · Each plan has its own formulary and drug tiers
Premium: varies by plan · Deductible: up to $590/year · Copays vary by drug tier · Catastrophic cap applies

Part A covers inpatient hospital care — but only when you are formally admitted as an inpatient. If you are placed under observation status instead of being admitted, you are technically an outpatient even if you spend days in a hospital bed. Observation days do not count toward the 3-day qualifying hospital stay required for Medicare to cover a skilled nursing facility stay after discharge. This distinction is invisible to most patients and has significant financial consequences.

Part A also covers stays in a skilled nursing facility (SNF) — but only after a qualifying 3-day inpatient hospital stay, and only for skilled care (nursing interventions, physical therapy, occupational therapy). Days 1 through 20 in the SNF are fully covered. Days 21 through 100 carry a daily coinsurance (~$209/day in 2025) that Medigap Plan G covers. After day 100, Medicare coverage ends entirely.

Part A covers hospice — all medications, equipment, and care related to the terminal diagnosis — with no time limit as long as eligibility continues. And Part A covers some home health, though most home health is billed under Part B.

Part B covers physician visits, outpatient procedures, durable medical equipment, lab work, preventive services, and most home health. After the annual deductible (~$257), Medicare pays 80% of the approved amount for most services. You pay 20%.

There is no annual out-of-pocket cap on that 20%. A $30,000 piece of equipment means a $6,000 bill. A complex surgery with multiple physician billings can easily produce tens of thousands of dollars in 20% shares. This uncapped exposure is why Medigap supplements exist — and why Plan G, which covers that 20%, is so widely used.

Preventive services are an exception — Medicare covers them at 100% with no cost-sharing when billed correctly. Annual wellness visits, mammograms, colonoscopies, flu and pneumonia vaccines, and diabetes and depression screenings are all 100% covered as preventive. The catch: if you raise a specific health complaint during a preventive visit, the billing can shift to a problem-focused visit and cost-sharing applies.

Part D prescription coverage is delivered through private insurance plans, each with its own formulary — a list of covered drugs organized into cost tiers. Tier 1 is typically generic drugs with low copays. Tier 5 is typically specialty drugs with high cost-sharing. The same drug can be on a different tier — or not covered at all — depending on which plan you choose.

Plans change their formularies every year. A drug that was tier 2 this year might be tier 4 next year, or removed from the formulary entirely. This is why reviewing your Part D plan during open enrollment (October 15 through December 7) every year matters — the plan that was cheapest last year may not be cheapest this year. Use Medicare's Plan Finder tool at medicare.gov to compare plans based on your actual current medication list.

In 2025, a significant change took effect: the annual out-of-pocket cap for Part D drugs is $2,000. Once you have spent $2,000 on covered Part D drugs in a calendar year, you pay nothing for the rest of the year. This change dramatically reduces catastrophic drug costs for people on expensive specialty medications.

Medicare Advantage plans (Part C) combine Parts A and B — and often D — through a private insurer. They typically offer lower or zero monthly premiums and may include supplemental benefits like dental, vision, and hearing that Original Medicare does not cover. In exchange, you agree to use the plan's provider network and accept prior authorization requirements for many services.

What you are trading: flexibility and access. Original Medicare lets you see any Medicare-accepting doctor in the country. Medicare Advantage plans have networks — out-of-network care is either not covered or very expensive. If you travel frequently, have specialists outside the plan's service area, or are in a rural area with a limited network, this matters significantly.

Medicare Advantage plans also have annual out-of-pocket maximums — up to $8,300 in-network in 2025 — which limits your exposure on large claims. This sounds like protection, but Original Medicare with a Medigap Plan G has near-zero out-of-pocket on covered services, which is actually stronger protection. The comparison is: Advantage saves you money on monthly premiums but exposes you to network restrictions and the out-of-pocket maximum. Medigap costs more monthly but protects you more completely when something serious happens.

The observation status trap

If you are in the hospital and not sure whether you are admitted as inpatient or under observation, ask your nurse or case manager directly — in writing if possible. Ask how many qualifying inpatient days you have. This determination controls whether Medicare will pay for a skilled nursing facility stay after discharge. Observation days do not count, even if you spent them in a hospital bed receiving the same care as an admitted patient.

What's covered — and what isn't
The gaps are as important as the coverage

Medicare covers more than most people realize — and leaves out more than most people expect. Knowing both sides of that equation before you need it is the difference between a plan and a surprise.

Hospital stays
Inpatient admission covered under Part A after the benefit period deductible. Days 1–60 fully covered; days 61–90 daily coinsurance; lifetime reserve days after that. Medigap covers most coinsurance.
Physician and specialist visits
Covered under Part B — 20% coinsurance after annual deductible. Both primary care and specialists. Telehealth visits also covered.
Preventive screenings and vaccines
Annual wellness visit, mammogram, colonoscopy, DEXA, depression screening, diabetes screening, flu and pneumonia vaccines — all at 100% with no cost-sharing when billed as preventive.
Skilled nursing facility care
After a qualifying 3-day inpatient hospital stay. Days 1–20 fully covered; days 21–100 with daily coinsurance (~$209/day in 2025). Coverage ends at day 100 per benefit period.
Home health — skilled care
Nursing visits, physical therapy, occupational therapy, and speech therapy at home — when medically necessary and the patient is homebound. Covered in 60-day certification cycles.
Durable medical equipment
Wheelchairs, walkers, hospital beds, oxygen equipment, CPAP, and other medically necessary equipment for home use. Covered under Part B — 20% coinsurance. Complex rehab equipment requires additional documentation and prior authorization.
Hospice care
All comfort medications, equipment, nursing, aide, social worker, and chaplain visits — fully covered under Part A with no time limit as long as eligibility criteria are met. The hospice coordinates everything.
Mental health care
Outpatient mental health services, psychotherapy, and psychiatric evaluations covered under Part B. Inpatient psychiatric care covered under Part A with different benefit rules than general inpatient care.
Dental care
Routine cleanings, fillings, extractions, dentures, and implants are not covered under Original Medicare. This is one of the most significant and widely documented gaps in the program. Some Medicare Advantage plans include a dental benefit — check what is actually covered before enrolling.
Hearing aids
Hearing aids and routine hearing exams are not covered. Diagnostic audiologist evaluations ordered by a physician are covered. OTC hearing aids became available in 2022. Some Medicare Advantage and D-SNP plans include a hearing benefit.
Routine vision and glasses
Routine eye exams for prescriptions and eyeglasses are not covered. Medical eye conditions — cataracts, glaucoma, macular degeneration — are covered under Part B. One pair of standard glasses is covered after cataract surgery.
Custodial care (daily help at home)
Help with bathing, dressing, eating, toileting, and other daily activities is not covered — even when medically necessary and even when a person genuinely cannot manage without it. Medicare covers only skilled care. When skilled need ends, coverage ends. This is the most significant financial gap in the senior care system.
Long-term care
Ongoing care in a nursing home, assisted living facility, or memory care unit is not covered by Medicare beyond the 100-day skilled nursing benefit. Long-term care insurance, Medicaid spend-down, or private pay are the primary funding mechanisms.
Prescription drugs
Not covered under Original Medicare Parts A and B — requires a separate Part D plan or a Medicare Advantage plan that includes drug coverage. Without Part D enrollment, you pay full price for prescriptions and face a late enrollment penalty if you sign up later.
The custodial care gap is the largest uninsured exposure in senior care

Most families do not discover the custodial care gap until they are in it. Medicare home health ends when skilled need ends — not when the patient stops needing daily help. Assisted living and memory care are not Medicare benefits. The average woman needs 3.7 years of long-term care; the average man 2.2 years. Planning for this gap before you need it is significantly easier than finding funding for it after you need it.

Medicaid fills some of these gaps for qualifying individuals

State Medicaid programs cover dental, hearing, and custodial home care for income-eligible individuals. What is covered and what the income and asset limits are depends entirely on your state.

Select your state to see what Medicaid covers where you live →
Prior authorization
Insurance pre-approval — what it is and why it takes time

Prior authorization is the process of getting insurance approval before a service is delivered. It is not a formality — it is a substantive review, and understanding how it works is the difference between 45 days and 90 days waiting for a wheelchair.

Prior authorization (PA) — also called pre-authorization or pre-approval — is a requirement from your insurance plan that certain services, medications, or equipment be reviewed and approved before they are provided. The insurance company or its contractor reviews whether the requested service meets their coverage criteria based on the clinical documentation submitted.

Under Original Medicare, prior authorization is required for some services — most notably certain complex durable medical equipment including power wheelchairs, and some outpatient procedures. Under Medicare Advantage, prior authorization is significantly more common — most plans require it for specialist referrals, hospitalizations, certain imaging, many procedures, and most equipment.

The requirement exists because insurers review whether the specific service is medically necessary for the specific patient based on documented clinical criteria — not just because a doctor ordered it.

For durable medical equipment — wheelchairs, oxygen, hospital beds — the supplier submits the prior authorization request to Medicare or the insurance company along with the clinical documentation. The patient does not submit it. The physician's role is to provide complete and specific documentation; the supplier's role is to assemble the authorization packet and submit it correctly.

For procedures and hospital admissions under Medicare Advantage, it is typically the treating physician's office or the hospital that submits the prior authorization. The patient generally does not initiate this process — but the patient should know it is happening and should confirm it has been submitted before scheduling.

Where patients get into trouble: assuming that because the doctor ordered something, it is automatically approved. The order and the authorization are two separate steps. A physician can order a power wheelchair on Monday; the prior authorization may not be approved for six weeks. The equipment cannot be provided until authorization is in hand.

Medicare and most insurance companies require documentation that establishes:

  • The diagnosis — the condition driving the need
  • Functional limitations — specifically how the condition affects what the patient can and cannot do. "Has MS" is not sufficient. "Has MS with bilateral lower extremity weakness resulting in inability to walk more than 15 feet without falling" meets the standard
  • Why the requested service is the appropriate solution — and why lesser alternatives are not sufficient
  • Supporting clinical records — office notes, evaluations, test results that back up the physician's statements

The most common reason prior authorizations are delayed or denied is not that the patient does not need the service — it is that the documentation does not specifically establish the need in the language Medicare's coverage criteria require. Vague documentation creates review delays. Specific functional documentation moves through faster.

1
Physician documents medical necessity
The physician or other qualified clinician examines the patient and creates a clinical record documenting the diagnosis, functional limitations, and why the requested service is medically necessary. For complex equipment, a face-to-face examination is required within a specific timeframe. The quality and specificity of this documentation directly determines the likelihood of approval.
2
Supplier or provider assembles the authorization packet
The supplier (for equipment) or the physician's office (for procedures) compiles the prior authorization packet — the physician order, face-to-face documentation, clinical records, Letter of Medical Necessity, and any required evaluation reports. For complex rehab wheelchairs, an ATP (Assistive Technology Professional) evaluation is also required. The packet must be complete before submission.
3
Submission to the insurance company or Medicare contractor
The complete packet is submitted to the appropriate reviewer — for Medicare durable medical equipment, this is the DME Medicare Administrative Contractor (DME MAC) for the patient's geographic region. For Medicare Advantage, it goes to the insurer's utilization management team.
4
Review period — standard or expedited
Standard review: Medicare DME authorizations have a 10 business day review window, though documentation requests can extend this to 3–6 weeks in practice. Medicare Advantage plans have 14 calendar days for standard reviews. If the situation is urgent and delay would seriously jeopardize the patient's health, an expedited review can be requested — which must be decided within 72 hours.
5
Approval, additional information request, or denial
Three outcomes: approved (service can proceed), request for additional documentation (clock resets; supplier or provider must gather and resubmit the missing items), or denied (a denial is the beginning of an appeals process, not the end of the road). If approved, the service can be scheduled or the equipment ordered — beginning the next phase of its timeline.
Questions to ask your supplier or provider

When prior authorization has been submitted: ask for the reference number and submission date. Ask whether additional documentation has been requested. Ask when a decision is expected. A supplier or provider who cannot answer these questions in 30 seconds is not actively managing your case. You are entitled to know the status of your own authorization.

Coming soon
Prior authorization deep dive — expedited review requests, what to do when documentation is requested, how to track your authorization status, and the difference between Medicare and Medicare Advantage prior auth processes.
Denials and appeals
A denial is not the end — it is the beginning of a process

Most Medicare denials are for documentation gaps, not clinical inappropriateness. That distinction matters — because a documentation gap can be corrected. Understanding the appeals process and your rights within it changes what a denial means.

Medicare denials fall into several categories:

  • Documentation insufficient — the clinical record does not specifically establish medical necessity in the language Medicare's coverage criteria require. This is the most common reason for denial and the most fixable.
  • Service not covered — the service requested is not covered under Medicare for any patient (dental, hearing aids, custodial care). This is a structural limitation, not a denial of an individual claim.
  • Coverage criteria not met — the patient does not meet the specific eligibility criteria for the requested service (e.g., a power wheelchair is denied because the documentation does not show the patient tried and failed with a manual chair first).
  • Billing errors — incorrect codes, missing information, or administrative errors in how the claim was submitted.
  • Not medically necessary — the reviewer determined the service does not meet Medicare's medical necessity standard based on the documentation provided.

The denial notice you receive must include the specific reason for denial and information about how to appeal. Read it carefully — the reason code tells you exactly what went wrong and what needs to be addressed.

When Medicare denies a claim, you have the legal right to appeal. The denial notice must include your appeal rights and the deadline for each level. The general deadlines are: 120 days to file a redetermination (Level 1), 180 days for subsequent levels. Do not miss these windows — once the deadline passes, you typically cannot appeal that denial.

You also have the right to request your complete case file — all the documentation Medicare reviewed in making its decision. Reviewing this file often reveals exactly what was missing or what the reviewer focused on, which informs what to add on appeal.

If your Medicare Advantage plan denies a service you need urgently, you have the right to request an expedited appeal — which must be decided within 72 hours. If the plan upholds its denial, an independent review organization reviews the case at no cost to you.

1
Redetermination — by the same Medicare contractor
File within 120 days of the denial notice. The same contractor that made the initial determination reviews the case again, usually with new documentation added. Resolved in 60 days. This is where documentation gaps are most commonly fixed — submit the specific clinical information that was missing the first time.
2
Reconsideration — by a Qualified Independent Contractor
File within 180 days of the redetermination. An independent organization reviews the case — separate from the contractor that made the first two decisions. Resolved in 60 days. This is the first level at which a truly independent reviewer looks at the case. Add any additional supporting clinical evidence here.
3
ALJ hearing — before an Administrative Law Judge
Available when the amount in controversy is at least $180 (in 2025). File within 60 days of the reconsideration decision. You present your case before an independent administrative law judge — in person, by phone, or by video. This level produces more favorable outcomes for beneficiaries than the first two levels. A patient advocate or attorney can represent you here.
4
Medicare Appeals Council review
File within 60 days of the ALJ decision. The Medicare Appeals Council reviews the ALJ decision. This level is used primarily when the ALJ decision contains legal or procedural errors.
5
Federal district court review
Available when the amount in controversy is at least $1,870 (in 2025). File within 60 days of the Appeals Council decision. A federal court reviews the case. This level is rarely reached for individual claims but is available when all administrative remedies have been exhausted.
Do not accept a denial as final without understanding why

A denial notice contains a reason code. That reason code tells you what went wrong. If the denial is for insufficient documentation, additional clinical documentation may reverse it at Level 1 or Level 2. If the denial is for a service that is genuinely not covered, the appeals process will not change that outcome — but understanding the distinction lets you focus your effort where it can actually produce a different result.

Free help is available

Every state has a State Health Insurance Assistance Program (SHIP) — free, unbiased counseling from trained volunteers who help Medicare beneficiaries understand their coverage, navigate denials, and file appeals. You do not need to navigate this alone.

Coming soon
Appeals deep dive — how to write an effective appeal letter, what additional documentation actually changes outcomes, peer-to-peer reviews between physicians and insurance medical directors, and how to find a patient advocate.

Coverage is easier to navigate when you understand how it works.

Your state affects what programs and resources are available to you. Select yours to see what applies where you live.