Customer Support
KCI Customer Support is available to answer your questions regarding billing, reimbursement, or product-related clinical and technical support, 24 hours a day 7 days a week.
KCI Express
KCI Express® is an online product ordering and customer service platform designed for our in-patient and out-patient customers. KCI Express simplifies the entire ordering process including initial order submission, delivery, tracking, analysis, and service via an intuitive Web-based browser interface.
For more information visit the KCI Express page
KCI Contact Center
The KCI Contact Center is staffed with trained customer service professionals to assist with order placement, product discontinuation, and general inquiries. KCI Contact Center can be reached at 1-800-275-4524, 24 hours a day 7 days a week.
KCI Service Centers
With numerous service centers throughout the country, KCI is able to support your patient care needs:
- Timely pickup and delivery of KCI products
- Cost-effective maintenance and repair
- Convenient access to all home care markets
Response Team Technical Contact Center
With 24-hour availability, KCI is able to provide troubleshooting support for all V.A.C.® Therapy devices and Therapeutic Support System products:
- Helps provide on-the-spot problem identification and resolution or service work order submission
- Convenient telephone access for all care settings
To access this service, please call 1-800-275-4524 and select option 3 from the main menu, or you may ask for product technical assistance.
Order Fulfillment
The KCI Order Fulfillment department works closely with Medicare, Medicaid and Private Insurance companies to determine coverage and ensure claims are filed accurately for our home care patients. Our team of clinical case managers work with payer case managers to provide ongoing medical necessity support for V.A.C. Therapy and Therapeutic Support Systems.
KCI Reimbursement Hotline
The KCI toll-free Reimbursement Hotline helps answer questions regarding reimbursement coding, coverage, and payment policies including provider reimbursement issues for V.A.C. Therapy and Therapeutic Support System products. To access this service, call 1-800-275-4524 extension 56008 or email us at reimbursement@kci1.com.
For more information on V.A.C. Therapy reimbursement, please visit the V.A.C. Reimbursement page.
For more information on Wound Care Support Systems reimbursement, please visit the T.S.S. Wound Care Reimbursement page.
For more information on Bariatric Care Support Systems reimbursement, please visit the T.S.S. Bariatric Care Reimbursement page.