Frequently Asked Questions


Patient Intake Information

Plan of Care

Medicare DMEPOS Supplier Standards

Advance Beneficiary Notice of Noncoverage


Our helpful staff is always here to answer your questions. Let us know how we can help.

  • How do I get the products I need?
  • You can visit our retail showroom during regular business hours. Our highly qualified staff will take the time to assist you in finding just the right product for your particular condition. Most products are stocked and available for immediate purchase but if something more specialized is needed, no worries. Our staff will order it especially for you.

  • Is medical equipment covered by my health insurance?
  • Everyone’s plan is different; however, most insurance companies do cover some portion of recovery and rehabilitation aides, if not all. Once an item is dispensed, Total Health & Wellness will send a bill to your insurance company for the cost of the product. The insurance company will pay an agreed upon amount depending on your individualized coverage plan. Once Total Health & Wellness will send you a bill for any financial portion your insurance company assigns to you.

  • Will you bill my insurance for the products my doctor orders?
  • Yes. Through our parent company, Kinex, we have provider agreements with dozen of insurance companies. We will do our absolute best to obtain authorization and payment for the medical products prescribed by your physician. In order to bill your insurance you will need to present a prescription for the item and a current insurance card at the time of service.

  • Can my insurance company deny this product?
  • Yes. Some insurance companies do not cover durable medical equipment and rehabilitation aides. In that case, we will receive a denial from your insurance company, and send you a bill for the price of the product.

  • What if my insurance doesn't cover my products?
  • There are many home medical products that, while offer health and safety advantages, are not billable to insurance. Some of these products have already been deemed “non-medical” by the government and others are decided on an individual insurance coverage basis. If the product designed to address your health and wellness needs is not covered by your insurance you may try using funds from a Health Savings Account (HSA). The rules on these types of account differ per plan so make sure to check with your plan’s administrator to be sure.

  • Do I need a prescription to get products from Total Health & Wellness?
  • Maybe. The FDA requires some home medical products to be dispensed only under the direction of a physician. Therefore, a prescription would be necessary to obtain the item. Other items can be purchased without the need for a prescription. ***Please keep in mind products that don’t require a prescription to be dispensed do require one in order to be billed to an insurance company.

  • Home Medical Products that Require a Prescription to be Dispensed
  • - Catheters

    - TEDs

    - Sequential compression devices

    - Compression therapy 30-40mm/Hg and stronger

    - Nebulizers and accessories

    - TENs units

    - CPMs

    - Muscle stims

  • Can I get more than one of the same product?
  • Sometimes. It really depends on the product. Most insurance companies will pay for only one piece of medical equipment during a certain time frame. The time frames can differ between insurance companies, but general guidelines are one per year or five years. For example, if you receive crutches after an injury and then again 3 months later after a surgery, chances are your insurance company will not pay for the second pair. However, if you receive a brace for your left leg then 3 months later needed one for your right leg, the insurance company will most likely pay for the second one as the brace cannot often be reused for your other body parts.

  • I have a deductible and coinsurance. How will my out-of-pocket portion be determined?
  • Many companies have agreements to pay only a portion of your medical bills and equipment. However, don’t forget, this is typically only after you have met your deductible. For instance, if you have $1,000 deductible that had not been met yet and the price of the equipment you are receiving is $75, your insurance company will likely assign the full financial responsibility of the item to you. If your deductible has been met, you may be financially responsible for only a small portion of the charge instead of the full amount. This is called coinsurance and is usually a set percentage of the total bill.

  • When will I see a bill for this product?
  • After Total Health & Wellness and your insurance company have communicated costs and coverage amounts, the portion of the product that you are responsible for will be calculated and communicated to you. This process could take anywhere from 4 – 6 weeks after you receive the product.

  • Do I need an appointment to get the products I need?
  • Possibly. We want to make sure you get just the right product for your needs and that our highly qualified staff can take all the uninterrupted time necessary to work with you to get it right. To ensure you get enough time to get all your questions answered and find just the right product, it might be best to call ahead and schedule a time. Also, if you need to meet with one of our board certified fitters for a brace, compression therapy, lymphedema products, or mastectomy garments, we recommend making an appointment to ensure that she and a fitting room are both available.

  • Do I need to return my products when I am done using it?
  • Total Health & Wellness does provide some medical equipment that is set up on a rental basis, such as our Kneal Cruisers, wheelchairs, and cold therapy units. A rental period and agreement will be established prior to dispensing these items. For all other equipment and bracing, the item is yours to keep.

  • Who do I contact with questions or problems with my product?
  • Total Health & Wellness prides itself on excellent customer service in billing and product support. Should you have any questions regarding how to properly use your equipment or product, do not hesitate to call us at 855-303-2776.. We are happy to assist you.

  • Do you deliver?
  • Yes. The majority of our products can be shipped via UPS. Some of the bigger items will need to be delivered by one of our drivers. Different rates and requirements apply depending on your order.

    Delivery Charges

    Via UPS Ground Delivery within Wisconsin:

    Order total $.01- $50 $25 Delivery charge
    Order total $50.01-$100 $15 Delivery Charge
    Order total $100.01 and up $5 Delivery Charge

    Via UPS Ground Delivery outside Wisconsin

    Applicable shipping rates apply

    Lift Chair Delivery via Driver:

    Local, within 30 miles $50 Delivery Charge
    Nonlocal, 31-60 miles $75 Delivery Charge