FAQ
About VELO Health Care LLC
DME refers to medically necessary equipment prescribed by a physician for home use — such as glucose monitors, braces, and mobility aids — that's reusable and intended to serve a medical purpose.
We coordinate access to prescribed medical equipment and supplies, working with physicians, patients, and insurance plans from documentation through delivery.
Network status varies by plan and product category. Our team verifies your specific coverage before any insurance-billed order is processed.
We're headquartered in Houston, Texas, and coordinate equipment delivery to eligible patients nationwide.
Yes. We follow HIPAA privacy and security standards, with policies covering data access, staff training, and secure handling of patient information.
Patients — Getting Started
Your physician submits a prescription and supporting documentation to VELO. We verify your insurance eligibility, handle any required authorization, and coordinate delivery.
Yes. Most DME items require a valid prescription or physician's order, along with supporting clinical documentation for insurance billing.
Timelines vary by product and insurance authorization requirements, but our team provides status updates throughout the process so you know what to expect.
Yes, order status updates are available — contact our support team for the latest update on your referral or shipment.
Contact our support team right away. Return and replacement options depend on the product category and manufacturer policy.
Insurance & Billing
Medicare may cover CGMs for eligible patients who meet specific diagnosis and prescription requirements. Coverage is confirmed on a case-by-case basis before your order is processed.
Many insurance plans, including Medicare, cover therapeutic diabetic footwear once a year for eligible patients, subject to documentation and fitting requirements.
Use our eligibility check or contact our team directly — we verify benefits before submitting any insurance-billed order.
Prior authorization is approval required by some insurers before certain equipment is covered. Yes — our team manages this process on your behalf.
In most cases, we bill your insurance directly. Any patient responsibility (copay, deductible, or non-covered item) is communicated clearly beforehand.
We'll let you know the reason for denial and discuss available next steps, which may include appeal, alternate documentation, or self-pay options.
Products & Equipment
We coordinate continuous glucose monitors, blood glucose meters, test strips, and insulin delivery supplies from leading manufacturers.
We supply back, knee, ankle-foot, wrist-hand, elbow, shoulder, and cervical braces and orthoses based on physician prescription.
Compatibility depends on the manufacturer and device model (e.g., Dexcom, Abbott/FreeStyle Libre, Medtronic). Our team can confirm compatibility for your specific device.
Yes, we coordinate compression garments and pneumatic pump systems for prescribed lymphedema management.
Where possible, we accommodate brand preference, but final product availability depends on your prescription, insurance coverage, and manufacturer supply.
Healthcare Providers & Referrals
Referrals can be submitted via our online referral form, secure fax, or by contacting our coordination team directly.
Patient name and contact information, prescription or physician order, relevant clinical notes, diagnosis information, and insurance details.
Once received, referrals are logged, documents are reviewed, coverage requirements are checked, and the patient is contacted — timelines vary by payer and documentation completeness.
Yes, contact our provider support line for a status update on any submitted referral.
Yes, once a referral is received, we contact the patient directly to coordinate next steps, keeping your office informed along the way.
Privacy & Security
We follow HIPAA-compliant policies for data access, secure storage, and staff training, and limit access to information on a need-to-know basis.
We only share information as necessary to process your order — such as with your insurance provider or prescribing physician — in accordance with HIPAA guidelines.
Contact our support team directly; we review all complaints as part of our ongoing service quality process.
