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Alert: Product and Safety Notice
Medtronic Service and Support for Animas Insulin Pump Customers
As you may have read, this morning Animas announced its decision to close its insulin pump business, discontinuing the manufacturing and sale of all Animas® Vibe® and OneTouch Ping® insulin pumps in the US and Canada. In addition, Animas has selected Medtronic to be its partner-of-choice to support Animas customers through this time. Our top priority is to ensure that people using Animas pumps can stay on pump therapy and receive the supplies and support they need, while continuing to support our existing Medtronic customers.
If you’re a Medtronic pumper, this does not impact you at all. You are, and always will be, invaluable members of our community. Whether you’ve been with us for 30 years or are a new addition to the family, we are inspired by you. You’re the reason we come to work every day excited to develop innovative products and services that help you live well and chase your dreams (whatever that may be).
If you currently use an Animas insulin pump, I want to welcome you to the Medtronic family and assure you that we know the technology you use to manage your diabetes is an important, personal decision. We are here for you and committed to supporting you every step of the way.
Nothing will change for you right away. However, here’s what this announcement means for you over the coming months:
If your Animas pump is currently out of warranty, you can visit medtronicdiabetes.com/animas to explore your upgrade options.
Please keep in mind that this arrangement does not impact Animas customers outside of the US or Canada at this time. It also does not impact those using OneTouch blood glucose meters.
Again, please accept our warmest welcome to the Medtronic family. We’re honored to have the opportunity to extend to you the service and support that we’ve provided to 1.2 million people with diabetes worldwide. As a Medtronic customer, you’ll have access to 24-hour technical product support, convenient online supply reorder services, a thriving online community of people with diabetes. And you’ll have the opportunity to continue to challenge us to find new ways to help you and others living with diabetes live big, exciting inspirational lives.
We realize that any change in your diabetes management routine can be tough. Know that whether you’re a new or existing customer, know we are always here for you, committed to helping you live well with diabetes so you can enjoy greater freedom and better health.
IMPORTANT SAFETY INFORMATION
The MiniMed 530G and 630G systems with SmartGuard technology are intended for the delivery of insulin and continuous glucose (CGM) monitoring for the management of diabetes mellitus in persons 16 years of age or older who require insulin. Insulin infusion pumps and associated components of insulin infusion systems are limited to sale by or on the order of a physician and should only be used under the direction of a healthcare professional familiar with the risks of insulin pump therapy.
The systems are not intended to be used directly for preventing or treating hypoglycemia but to suspend insulin delivery when the user is unable to respond to the Suspend on low alarm and take measures to prevent or treat hypoglycemia themselves. The information provided by CGM systems is intended to supplement, not replace, blood glucose information obtained using a blood glucose meter. A confirmatory fingerstick via a CONTOUR®NEXT LINK portfolio meter*, is required prior to making adjustments to diabetes therapy. Always check the pump display when using a CONTOUR®NEXT LINK portfolio meter*, to ensure the glucose result shown agrees with the glucose results shown on the meter.
Additional, warnings, precautions and contraindications apply. See http://www.medtronicdiabetes.com/support/download-library/user-guides and http://www.medtronicdiabetes.com/importantsafetyinformation for details.
*The CONTOUR®NEXT LINK 2.4 Meter is used with the MiniMed 630G system. The CONTOUR®NEXT LINK Meter is used with the MiniMed 530G system.
About Author
Karrie Hawbaker
Senior Manager, Social MediaKarrie Hawbaker is the Senior Manager, Social Media for the Diabetes Group of Medtronic.
She joined Medtronic in January 2011, after a decade of experience working for health, science and technology organizations, she jumped at the opportunity to use her skills to help Medtronic improve the lives of people with diabetes and has never looked back. Since then, she is continuously impressed and inspired by the passion, kindness and warmth of the diabetes online community.
This is wonderful news! You should also consider acquiring their workforce and factories so you can ship orders faster.
Please know that we are committed to working through the recent supply constraints and are staffing up our team to support our growing community. We feel confident we’ll be able to support both Animas and Medtronic customers through this transition.
Toddlers can’t use medtronics because it does not dose in small enough units! What are those families and with toddlers and future toddlers with T1D supposed to to use?? Please help!
Hi Donna – the MiniMed 630G system can also delivery bolus insulin in increments as low as .025 units, but it is approved for ages 16 and older. We will work with you and your doctor to determine which one of our insulin pumps is the best option for your family to ensure continuation of insulin pump therapy for your child.
Kerrie,
This comment is not aimed at you but I would like your help. I have a 630G that is intermittently malfunctioning. I called and was told in a nice way, too bad, our factory is in Peurto Rica and we have no pumps available. Peurto Rica experienced a tragedy which exponentially increased due to Medtronics lack of redundancy in their manufacturing Facility.. I have been a customer for almost 2 decades and was not offered another pump of any kind. I have escalated this issue without any response from Medtronic. This puts consumers of your equipment like myself in a life threatening situation. Medtronics commitment is to ship a pump overnight. At this point I’m not concerned about the model as long as it works. HELP of any kind is appreciated. Falling back to multiple injections long term is not an option. Thanks for any assistance
Drenda, I can certainly understand your frustration. We deeply apologize for this situation and understand the importance our technologies have in the management of diabetes. We’re working to address this temporary inventory shortage as quickly as possible. I was able to locate your account and I will have a teammate reach out to see what options are available. We appreciate your continued loyalty and patience.
I think I would like the Mimimed 630g, when can I get one? I’m currently using the Anamas/Vibe
Hi Patricia, we’d love to help. If you’re out-of-warranty on your Animas, you can call 1.855.322.9568. If you’re still in warranty, you can read here for some different options available to you, depending on when your warranty expires: https://www.medtronicdiabetes.com/animas
I’m on Medicare. My Vibe warranty expires December 24, 2019. How will this impact me?
Patty – For now, continue to purchase your supplies and get any product support you need from Animas. Based on the situation you described, our team will reach out to you in 2018 with information on how you can transfer to a MiniMed 630G insulin pump. You’ll receive an email from us in the next few weeks with details.
My son is new to Medtronic and I find the customer support and access is really difficult. Whether it’s recalled products or questions about supplies or bills it has not started off on a good note for us. Being a former Animas customer many years ago Medtronic cannot compare.
I’m really sorry you’ve had this experience and want to see what we can do to help. Please contact dhelp@medtronic.com and I’ll have someone from my team reach out to you to see what we can do to help.
What are the options for small children? My daughter has the Ping that allows for a basal delivery as small as .025.
Erica – the MiniMed 630G insulin pump also allows for basal insulin delivery in .025 increments, but it is approved for ages 16 and older. We will work with you and your doctor to determine which one of our insulin pumps is the best option for your family to ensure continuation of insulin pump therapy for your child.
We have a toddler with T1D who has been using the Animas Ping because you can remote bolus and most importantly it allows you to accurately give a less amount of insulin ( quarter and half units) and basal insulin than Medtronic for their little bodies.
Does an Animas pump user whose warranty is still good after sept. 30, 2019 have the option of transitioning to the mini med BEFORE contacted in May ‘2019 to do so?
Teresa, if your warranty expires after September 2019, our team will begin reaching out to you in May of 2018 about transferring to the MiniMed 630G insulin pump.
I understand. However, my son is going to college in Aug. 2018. What if we want a little extra time with him at home with his new system? I feel we might need a little more time to work out any difficulties and for him to get used to things before going away from home.
I completely understand. If you don’t wish to wait for his warranty to expire or for next May, we offer an in-warranty upgrade program called Switch2System. Feel free to give us a call at 1.855.322.9568 to learn about your options.
And when the time gets closer, feel free to visit our blog and search the word “college” in our search box. There might be some helpful articles for you and your son to read!
We are in Illinois is the medtronics covered through medicaid? If not does my son have any other options besides going MDI again?
We would be happy to check for you, Amy. If we are not a participating provider, you would want to work with your health plan to discuss your son’s available options. In the meantime, please give us at 800.646.4633, option 3.
Hey..
I have a question …my daughter is due an up grade on her Medtronic pump in 2018..
I can not find my paperwork listing the number I call to start this process..
Can you give me any info on this
Thanks
Leslie
les
Leslie, you can reach our device specialist at 800.646.4633, option 3 to discuss upgrade options for your daughter.
I was told the transition to a Medtronic pump, for in-warranty customers, would commence in May of 2018. This article states 2019. Can you confirm?
Alison, I’m sorry for the confusion. That was a typo on my part (which I just fixed). We’ll begin reaching out in May 2018.
Too bad you can’t service your exsisting customets………My PRIORITY ACCESS pump was first going to arrive on June 1.
Then end of July, then you geussed it August and September 21st too! So the sensors for my old pump are back ordered and now I cant even get those.
Maybe the Company needs to step back and look at whats happening to your faithful customers and start servicing them…Not sell non customers the pumps that are meant for us.
Lisa, I’m sorry you feel this way and for your recent experience. We absolutely care about our loyal customers. We’re committed to working through the recent supply constraints and feel confident we’ll be able to support both Animas and Medtronic customers through this transition. If you’d like for me to have a team member reach out to provide you any more information on your individual situation, please let me know.
We ordered my daughters pump and CGM only to find out it’s not available until 2018. What’s up with selling pumps that that they don’t have??
Melissa, due to a significant increase in global demand for glucose sensors, we are temporarily experiencing limited availability. We’re working to address this temporary inventory shortage as quickly as possible and will keep our customers up to date every step of the way.
I am an Animas Pump user and my Animas pump warranty expires June 3 2019. Will I be covered for a new Medtronic pump at no cost to me?
Yes, Tammy. Animas arranged for you to have the option to transition to a MiniMed 630G pump at no cost. We will reach out to in-warranty customers starting next spring.
We are on the list to change to you because my sons pump is in the window. My question is there any way we can upgrade to a 670g? We will take what we get but is there anyway to upgrade?
Hi Rephena, your son will have the opportunity to transition to the MiniMed 670G system through our existing Switch2System program. Once we begin reaching out to customers in Spring 2018, we can discuss your son’s options to upgrade.
HI Karrie,
I recently completed my order for the 670g, (my first pump!) and I know that the pump is backordered, and that the sensors wont be available until sometime next year, which is totally understandable due to the issues in Puerto Rico, as well as the demand for the product, but I was wondering if you could give me an update on the backorders and about how long the wait is before they are shipped? My order was completed on the 6th, and I believed that they said they were about a month backordered?
Thank you!
Thanks in advance!
Steve, I believe you’ve received your pump? Our records indicate it was shipped out. Please let me know if that is not correct. Thanks for your patience!
My animals pump warranty runs out in July 31 2018.where does that leave me.will I have get a new pump on my own?
Since you will still be in-warranty, we plan to start switching out pumps in May 2018 if this is how you decide to move forward. We will reach out to you next spring.
I have only great disappointment in Medtronic and its ill-executed roll out of the 670G. I paid for and have been on the 670G pump since July 2017. I’ve purchased sensors but have yet to receive the Guardian Sensor 3 transmitter after repeated attempts to get one sent to me. During each contact with Medtronic’s customer “service” I was advised of unforeseen delays which included: end of August; Fall 2017; end of 2017; and most recently Spring 2018. Medtronic’s executives and poor supply chain management have failed its customers whose health and diabetes maintenance are precariously dependent on its proprietary system.
Jeffrey, I do apologize. We have a commitment to our Priority Access customers first. Once we get through that group, we will start sending out the CGM portion of the MiniMed 670G system to customers such as yourself. We do anticipate that it’ll be in 2018 that we can send you a CGM transmitter.
What will happen to the $500 credit we are supposed to receive when we ship our old pump back? It says it must be shipped back to Medtronic within 6 months of the shipping date of the 670g. I received my 670g in August, but I have not received the cgm or transmitters, so I’m still having to use my 530g and cgm. Will that credit deadline be extended?
Jillian, I certainly understand your concern. The credit will still be applied once you return your pump. Keep in mind, any statements you receive in the meantime will include this balance, but once you receive the CGM portion of your order and return your current pump, you will still be eligible for the credit.
Are there group training sessions set up in Philadelphia ? My son received the upgraded pump but haven’t been able to find support in educating him. Our rep hasn’t responded.
Barbara, I’m sorry to hear this. Please know this is not the level of service we strive to provide. I have reached out to your local trainer and asked that she contact you. If you haven’t heard from anyone in the next few days, please email us at dhelp@medtronic.com.
A few days after this email I did get an email outlining the plan for training. Thank you!
I called animas today and was told that my warrenty would not expire until june of 2020. But i recieved an email from medtronic telling me my options because animas warrenty was already expired. Will this effect recieving a minimed 630G?
Ann, since you will still be in warranty then your ability to switch to the MiniMed 630G system shouldn’t be impacted. We will go based on what your warranty from Animas states.
I am a current Animas vibe user. I see the no-cost switch to the Medtronic 630G. However, I am much more interested in the 670G for it’s features. My current warranty expires 3-20-20.
Will I be able to get the 670 instead of the 630G? Thank you.
Hi Cynthia. In-warranty Animas patients interested in the option to transition to the MiniMed 670G system will have access to our existing Switch2System program. We will be reaching out to in-warranty customers starting in Spring 2018.
My warranty on my one touch ping expires August 16, 2019. I’m a type 2 diabetic and wanted to know if I would be covered to switch to the 630g at no cost?
Ana, because your warranty ends prior to September 30, 2019, we will take care of all of your ordering and customer service needs through your warranty. Once you’re out of warranty, you will have the option to switch to the MiniMed 630G system through your insurance.
I am an Animas customer in Canada and I was wondering if there is an option to upgrade to the 670G instead of the 630G?
Hi Tammy, the MiniMed 670G is not approved for use in Canada. I encourage you to work with your local team on options available to you.
Now that we have to switch from Animas one touch ping to Medtronic we are finding that our insurance prefers the Medtronic pumps but will not cover the Contour strips. No insurance covers those strips…..This is a BIG deal!
Jennell, I’m sorry for any inconvenience. While many insurance companies cover the CONTOUR NEXT LINK test strips, coverage does vary by plan. We do recommend working with your insurance provider to ask them to add this strip to their formulary. Also keep in mind, the CONTOUR CHOICE program is available and may be able to help with your out of pocket cost. You can learn more at http://www.CONTOURCHOICE.com.
Good day. I am completely confused. My warranty runs out May 2019. I have a One Touch Ping. I can not decide for myself which pump I may choose for myself because Medicare will not allow it. I must take Medtronic. Reading complaints of failed pump and such makes me extremely nervous on coming to your company but I have no choice. I am on Social Security. Low income. I am reading that even if I upgrade to Medtronic, I still have to pay to do so. If Medtronic took over Animus, why are the Animus pumpers being milked for money we don’t have, didn’t ask our company to go out of business and punished with out of picket expense? I personally want to change company in May 2019 but can’t afford options to do so so I am forced to go Medtronic. To switch to Medtronic to get pump supplies, because I’m Medicare who won’t pay for another pump until May 2019, and I can’t afford to pay out of pocket expenses on $812 a month, I will be unhappy and worry of trouble with pump so is there any programs that allows me to switch to Medtronic without out of pocket cost?
Devinee, I certainly understand and I am sorry to hear this. Please know we are here to help in any way we can. While Animas named Medtronic their partner of choice for their customers, we have not taken over or purchased Animas. We will provide you with your current Animas supplies until September 2019. What this means, is that you can continue to use your pump and supplies through the end of your warranty. This allows you time to decide how you would like to proceed, as well as work with your health plan about your options. I hope this helps.
So now there will be NO more waterproof insulin pumps???
Shiela, both the MiniMed 630G and MiniMed 670G insulin pumps are waterproof in up to 12 feet of water for 24 hours at a time at the time of manufacture.
What does that mean from the time of manufacture?
Shiela, at the time of manufacture means when the pump is made. At that time it was fully tested to maintain its waterproof rating. However, if the pump is dropped or develops cracks, it may no longer be watertight, causing water to get inside and the pump to malfunction.
If my daughter chooses either the 630G or 670G to replace her Animas pump, how will the warranty on the new pump be handled? Will the Medtronic warranty be the standard 4 years or will it only be covered until the existing Animas warranty would have run out?
Steven, thanks for reaching out. If she is still in warranty and utilizes the Animas option to upgrade to the MiniMed 630G system or the Medtronic Switch2System program to upgrade to the MiniMed 670G system, the warranty will remain the same as her current Animas warranty. If she is out of warranty and upgrades using her insurance benefits, she would receive a full 4-5 year warranty, depending on what her plan allows. If you would like to discuss specifics, please give us a call at 800.646.4633, option 3.
Hi Karrie, I have a question about pump supplies. My Daughter switched from an Animas to Medtronic pump, but we have many unopened boxes of Animas Insets and Reservoirs. Is their any path to turn these supplies in for reimbursement or Medtronic credit? They are not cheap and I would hate to see them go to waste if current Animas pumpers could still use them.
Kathy, thanks for reaching out and welcome to the Medtronic family! Unfortunately, we do not have a process to return Animas supplies for exchange or credit. I would recommend reaching out to your daughter’s healthcare team or your local hospital systems to see if they are able to accept them as a donation.
We did not receive guardian sensors in our starter supplies with the 670. Are thesecresdiky available or something we have to wait on.
Barbara, the sensors do ship separately from our Supply Management team. If you have any questions on the status of your Guardian Sensor 3 order, give us a call at 800.646.4633, option 2.
My pump’s warrenty is out July 2019, what does that mean for me
Patricia, you have a couple of options available. You can continue to use your current pump until the warranty expires and then upgrade based on your insurance coverage. Or, you can also upgrade while still in-warranty using our Switch2System program. If you would like to discuss this in more detail, send me an email at dhelp@medtronic.com with your contact information and zip code and I’ll connect you with a teammate.
Karrie,
I’m a T1D for 50+ years, worn pumps for 25+ years and have used CGMs for 8+ years. I have explored MedT products/possibilities many times over the years and in many cities I’ve lived in over the years. I’ve never had a good response from MedT reps about support, coverage, etc.. The usual approach I get from the MedT folks is that I’m ignorant and don’t know as much as they do about T1D, etc.. Not a good presence in my view for sure and thus has always made me reluctant to explore any of the MedT products.
That being said … My current Animas Ping will warranty out in 2019, but it was also provided by CMS / Medicare and thus they are holding the warranty until 2020. I’ve talked with Medicare DEM reps and they are not offering any plan of transition (as of yet anyway). They said I have to keep using the Ping until 2020 … no matter that I won’t be able to get supplies after September-2019. I guess that little details doesn’t matter to CMS / Medicare.
So … my question is to you with MedT … What options will I have to get a new pump without being put in limbo with no pump or supplies?
I’m a very pro-active patient and refuse to wait until the last minute to keep my hardware up to date.
Thank you in advance.
Nolan, I’m sorry this has been your experience in the past. For all customers who will be in warranty on September 30, 2019 and after, Animas has facilitated a free upgrade to the MiniMed 630G insulin pump. We will begin reaching out to impacted customers later this year to discuss available options and begin the process. If you would like to speak with someone immediately, please send me an email with your phone number and home zip code, to dhelp@metronic.com and I will connect you with a teammate.
Hi,
I’m frustrated about the Animas situation. I read the messages posted already and clicked a link you posted to someone else, “telling them to send their contact information, and you would have arepresentative contact then, and the email was sent back with a message that ” you message cannot be delivered because the remote server is misconfigured”
Anyway, I’ll paste my mail below. Thanks
Hi,
I found out yesterday at my endocrinologist appointment that Animas is no longer selling pumps. I started some research and tried calling the number on my pump to find out when my warranty expires. The message says “please enter your mailbox number”. Then the system hangs up. As this is the same phone number I have called when I had technical issues, what would I do if I had a technical issue now? This scares me. I would like to speak with a medtronic representative and begin exploring my transition options. I’m interested more so in the 670g. The difference between that and the 630g is that the 670g will actually give insulin if and when the sensor indicates the possibility of a high and the opposite for an incoming low, whereas the 630g will alarm you of those occurrences and require you to take action to respond and correct. Is that correct?
Please let me know what I can do. I’m in fear
Thanks,
Erik Lindquist
I can certainly understand, Erik. We’d be happy to discuss your options with you and see what we can do to help. If you email us at dhelp@medtronic.com with your phone number and home zip code, we’ll get you connected with a teammate. If you prefer, you can reach our device specialists by phone at 800.646.4633, option 3.
Confusion on my part…..
In return mail received December payment check with note..
13019 COLLECTION CENTER DRIVE
UNABLE TO FORWARD ????
Sent new payment of $ 136.12
?????? Move in progress ?????
About ready for renewal of supplies.
Lloyd, I’m sorry for any confusion. As long as it was addressed to Chicago, IL 60693, the address is correct. If necessary, you can make your payment online at our new website https://www.diabetes.shop/ or by calling 800.646.4633, option 5. We’re happy to help get this taken care of for you.
Hello I found this article when searching for information about Medtronic and animas. Was this type of information mailed /emailed out to animas customers? I feel like I’m missing out on some communications. We only received a letter that said animas is going out of business. Is it based on warranty? My husband and I would feel better to receive official communications in the mail rather than finding them on Facebook.
Alyce, thanks for reaching out and I’m sorry for any confusion. We did post information on our website and social media channels with the news of Animas closing their US and Canada operations, however, I am unsure of how or when Animas notified their customers directly. Just so you know, you can now order your Animas supplies from Medtronic, provided your insurance will allow us as your in-network provider. Animas will continue to provide technical support, financial services for all previous orders and any other questions you may have about your account. If you’d like to find out more about Medtronic, the products/programs we have available, or to discuss your options, please give us a call at 800.646.4633, option 3.
I was excited at first but Medtronic has been awful! My doctor had to send a new script in and I gave them the name and number 3 times before they actually managed to send it to the right office!
Then I had to calling about a failed inset and I was promised a replacement within a week. That was two weeks ago. I’ve been told they emailed me a tracking number but then the story changed to they still need a new script to send out the replacement.
I am not happy about the changing story, inability to get the right office and needing a new script. I got supplies last month and the script was good then.
Animus was a GREAT company. Medtronic will give you the run around and change their story. I am not happy about the change and I’ll look into getting a new pump from a competent company. Which is too bad because I was really interested in the Medtronic 630.
Kat, I’m sorry we haven’t lived up to your expectations and our standards for service. While much of Animas’s customer information was transferred to us, we did not receive prescriptions or other related documents. I was able to locate your account and understand once the prescription is received, we’ll be able to release your replacement order. If there are any questions we can answer for you in the meantime, please let us know.
I am a diabetes nurse practitioner with patients on Animas pumps who have run out of supplies for their Animas in-warranty pumps and are having to take multiple daily injections. Please advise on what my patients can do to get their supplies from Medtronic. They have called Medtronic Customer Service as directed, provided current insurance information and still not received their supplies. They are reaching out to me to help.
Karrie, can you please contact me via email?
Thank you, Patty Gatcomb, APRN Yale University School of Medicine
We’d be happy to look into this, Patty. If you or your patient would email the name and phone number associated with the account to us at dhelp@medtronic.com, we can dig into this and see what we can do to help.