Effective Immediately — August 31, 2026

Reminder: For callers who are part of the Blue Cross Blue Shield (BCBS) Program, please follow this process:

• If troubleshooting fails, provide the caller with both a return shipping label and a replacement unit.
• You do not need to ask the caller whether they are in the program.
• The caller must state that they received their unit through BCBS or that they are part of the BCBS program.
• If the caller does not mention BCBS, proceed with the standard process.
• Warranty status should be disregarded for BCBS consumers. Do not deny a replacement solely because the device is outside the standard warranty period.
• Continue to complete all required troubleshooting steps before proceeding with a replacement.

⚠️ This guidance is effective immediately and may be reevaluated if BCBS-related complaints increase.