CGM Patient Support
Tips for managing your continuous glucose monitor (CGM)
- Please take a picture of your sensor packaging before disposing of it. If you need a sensor replacement, a serial/lot number for your sensor may be required (see FAQ below – "What do I do if I have a bad sensor?").
- Please keep bad sensors – they may need to be sent back if a replacement sensor is needed (see FAQ below – "What do I do if I have a bad sensor?").
- Please return refill calls as soon as possible. We do not have an on-hand supply of sensors, and they typically take 1-2 business days to arrive once the order has been placed.
- The cut-off time for orders being shipped out is 2 p.m. EST.
Coming soon
Insulin pump coverage will be available soon!
Freestyle Libre users – Please be aware that Abbott/Libre is discontinuing all sensors other than FreeStyle Libre 3+ as of September 30, 2025. A new prescription is required for a 2+ or 3+ sensor. The main difference is the plus sensors last for 15 days instead of 14 days. The app you are currently using will work with the plus sensors.
Frequently Asked Questions for CGM users
How is this different from filling at the pharmacy?
- It is filed through medical coverage.
- Sensors are mailed in a 90-day supply directly to customers at their address. Once orders are placed before 2 p.m., they will go out the same day and be delivered in 1-2 business days.
- Sensors are billed to insurance after they are delivered.
- For the first fill through our program, a welcome packet is sent with contact information and a patient responsibility quote.
- Cost – Using medical insurance for CGM sensors will either be at no out-of-pocket cost for HMO members or at a reduced cost (a 3-month supply for the price of one at the pharmacy on average) for PPO members.
How do I get refills on my sensors?
- Once an order is placed, you are added to a contact sheet. The sheet will flag us to reach out 10 days before the 90-day/84-day refill is due.
- You can contact us via phone (859-257-1896) or email teamdmecgm@uky.edu) if you have any questions or concerns about your refill.
What do I do if I have a bad sensor?
Reach out directly to Libre or Dexcom.
- Dexcom:
- You can submit a pro-duct support request – U.S. Product Support Request.
- You can submit a call-back request to Dexcom – Submit a Call Back Request | Dexcom.
- You can call them at 1-888-738-3646.
- Libre:
- Submit a Sensor Support Request.
- Choose "Sensor fell off" (even if it is a bad sensor – this skips the troubleshooting questions).
- Follow the remaining prompts. They should email right away with a case number and again when it is approved with a tracking number. It may take 3-5 business days for the sensor, but they can expedite it if you need it in 1-2 business days at no charge to you.
- You can also contact them at 855-632-8658 and request a sensor replacement.
Should I pay when I receive the patient responsibility quote?
No, please pay when you receive the invoice, which will be mailed to you after insurance has paid their portion.
What do I owe?
If you have not received an invoice, there should be no outstanding amount. For any questions regarding whether insurance has paid the balance for your order, please contact us via email or phone.
What do I do if my address changes?
Please either call 859-257-1896 with the new information or email it to teamdmecgm@uky.edu. Please note that an address change is not automatically updated in our system.