Funded Repairs

Our Technical Service Team will do their best to help you fix the issue over the phone. If a repair is needed, they will help you set up a Call Authorization (CA) to send it in.

• Phone: 800-262-1984, option 3
• Online Request Form

After setting up your CA, proceed to Step 2. For assistance, ask the Service Representative to transfer you to our Funded Device Repair Support team or contact them directly at 800-262-1984, ext. 1353.

Visit our easy-to-use AAC Funding Portal to create your account. Once registered, you can start a new application for repair and create an account. You will need:

1. Your CA Number (provided in Step 1)
2. Client Information (e.g., Speech-Langauge Pathologist, Physician, medical diagnosis)
3. ALL Medical Insurance Cards (pictures of the front(s) and back(s))
4. Assignment of Benefits (Commercial Insurance requires the Policy Holder to sign. If you are not the Policy Holder, you can print a copy for the Policy Holder to sign, or have the Policy Holder create the account at AAC Funding to sign electronically)
   • English AOB</a >
   • Spanish AOB</a >

Please note, completing the first half of the application allows us to verify your insurance eligibility. Insurance requires medical justification to cover the repair costs, so additional documentation will be needed (see Step 5).

Worried about being without your device? Don’t be! After completing Step 2, you can request a free loaner device to use during the repair process.

Prepare it:

• Remove the keyguard and other accessories from the device
• Save your customizations. Note: We do our best to keep your customizations but can’t guarantee they will be preserved during the repair

Pack it:

• Securely pack the device in its original packaging to avoid damage
• Do not send the charger or accessories, unless advised to do so by our Technical Service
• Write the CA on the outside of the box and cross out other labels or barcodes

Ship it:

• Shipping is on us! Attach the pre-paid label that was emailed to you by our service team
• Schedule an online pickup</a > or drop it off</a > at a convenient location

The funding process takes time. We are proud to offer a free loaner with free shipping.

Once our Funding Team reviews the information you submitted in Step 2, you will receive a link to request a loaner device. This email comes from our AAC Funding Portal.

• Can't find the loaner link? Search for no-reply@prc-saltillo.com</a >
• Still can find it? Email our Funded Device Report Support Team: service.admin@prc-saltillo.com</a >

Insurance requires medical justification to cover the repair. We can't submit your request without this documentation. You will need to work with a Physician and a Speech Therapist (SLP). If you’re not working with a SLP, a physician may be able to complete the documentation.

Log back in to your AAC Funding Account and complete the remaining documentation.

• Repair Evaluation: A short form to explain the medical need for the device. Typically completed by the SLP
• Certificate of Medical Necessity: A form, or prescription, that must be completed by a physician
• The forms can be filled out online and/or downloaded from the AAC Funding Portal

Note, additional documents may be required based on your insurance.  </em >

Our Funding Team will review your request and contact you if they need more information. Then, we'll submit it to your insurance company for approval. Typically, it takes about 30 to 60 days to review, submit, and get a decision from insurance.

Keep an eye out for a notification from our AAC Funding Portal or a call from our Funding Team with the insurance decision. Once you confirm the order, we'll be able to fix your device.

Hooray! Your repaired device is on its way back to you. We’ve emailed you the tracking information. Once you receive it, please return the loaner device so another family can use it.

Prepare it:

• Remove your keyguard
• Save your customizations

Pack it:

• Pack the device to prevent damage
• Do not send the charger or accessories, unless provided with the loan
• Cross out other labels or barcodes

Ship it:

• Shipping is on us! Attach the pre-paid label included in the loaner box
• Schedule an online pickup or drop it off</a > at a convenient location

The length of time varies. Typically, it takes about 30 to 60 days to review, submit, and get a decision from insurance. We then work to repair the device as quickly as possible. Please note, we are unable to start the process until the broken device is sent to PRC-Saltillo and the documentation is completed.

We will send you a link to request a loaner once you have completed Step 2 above. By Creating the Repair Application and submitting your insurance cards, it allows us to check your coverage before you send us your device and get a loaner.

Don’t worry, you still have options.

• Our AAC Consultants can also help you find a SLP in your area PRC-Saltillo - Find Your AAC Consultant</a >
• Alternatively, some insurance companies will accept a repair evaluation signed by the Physician

We have a friendly team ready to help you throughout the process.

• Our Funded Device Repair Support can help you create your application, send in your device, or answer other questions as you get started: 800-262-1984, ext. 1353
• Our AAC Consultants can help you learn about your options related to device updates or extended warranty PRC-Saltillo - Find Your AAC Consultant</a >
• Our Funding Specialists can help you with the status of your application and those tricky funding questions. 800-262-1984, option 2

This varies based on the insurance but is typically between six months to a year.

This can be frustrating, but don’t worry. You have options and we can help. You can consider:

• Submitting an appeal</a >
• Exploring alternate funding options</a >
• Applying for Care Credit</a > 

Please ship your device as soon as you create your Repair Application in our AAC Funding Portal. This helps us create an estimate of the repair cost. We need to do this before we can submit the request to your insurance company, and it can take a bit of time. The sooner we have your device, the sooner we can get things moving for you!

If you are interested in paying directly for the repair, please contact our Technical Service Department to discuss this further: 800-262-1984, option 3.