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.
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 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.
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.
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.
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.
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.
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.
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 →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.
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.
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.
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.
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.
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.
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.
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.
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.
Where to go from here
Now that the chain is visible, the rest of the site becomes more useful. Each path below connects what you just read to a specific next step.
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.
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.
Select a topic above to read a plain-language explanation of how your coverage works.
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.
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.
Medigap premiums, Medicare Advantage plan availability, and state-funded programs vary significantly by location.
Select your state to see what applies where you live →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 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.
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.
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.
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.
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 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.
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.
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.
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.
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.
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.