Equipment maintenance, repair, and replacement

Who to call first

• The equipment supplier’s repair department — the first call for almost anything mechanical: a broken part, a flat tire, electronics that stopped responding, upholstery that’s worn through.
• The ATP (Assistive Technology Professional) who originally configured complex equipment — for reconfiguration, a refit, or anything beyond a straightforward mechanical repair.
• The original prescribing therapist (PT, OT, or SLP) — when the problem is about fit or function changing, not just a mechanical breakdown. A therapist may need to document a change before a repair or adjustment can be authorized.
• The manufacturer — when the local supplier can’t resolve something, or for a warranty claim the supplier can’t process directly.

Warranty basics

Most durable equipment — wheelchairs, standers, lifts — comes with a manufacturer’s warranty. Frames are often covered longer than electronics or upholstery, and warranties typically cover defects rather than damage from accidents or ordinary wear. Register the warranty when equipment is delivered, keep the paperwork with your other equipment documents, and ask the supplier which parts are still under warranty before assuming a repair is out of pocket.

Insurance and repair authorization

Usually, yes, when the equipment is still medically necessary — but repairs above a certain cost typically need prior authorization, similar to the original equipment request. TennCare and most private insurers review repair requests against the same kind of medical-necessity standard used for a new item. The supplier handling the repair typically submits the authorization request on your behalf; ask them directly whether this repair needs approval before work begins, and how long that review usually takes.

Replacement cycles

Many insurers, including Medicare, commonly follow a “reasonable useful lifetime” standard for equipment like wheelchairs — generally not less than five years from when the equipment was put into use, before a straightforward age-based replacement is approved. TennCare and private insurers often use similar timeframes, though policies vary, so confirm the specific rule with your plan. Replacement before that point is commonly covered when the equipment is lost, stolen, or damaged beyond repair, or when a documented change in medical condition means the current equipment no longer meets the person’s needs. Ordinary wear during the standard lifetime, on its own, is typically not a covered reason for early replacement — repairs are the expected path until the equipment reaches the end of its useful life.

Outgrowing equipment or changing needs

Growth and changing medical needs are both accepted reasons for earlier replacement, separate from the standard age-based cycle. Practical next steps:

• Compare current measurements against the equipment’s current sizing — a therapist or ATP can help confirm whether it’s truly outgrown or just needs adjustment.
• Ask the original prescribing therapist to reassess and document the change in writing, since that documentation typically drives the authorization request.
• Ask the supplier whether the current equipment can be adjusted or resized before assuming full replacement is necessary — some equipment is built with growth room, some is not.

Building a backup plan

Equipment fails at inconvenient times, so it helps to plan before that happens:

• A backup manual chair if the primary chair is powered, so mobility doesn’t stop entirely during a repair.
• Spare chargers, batteries, and commonly needed small parts, kept somewhere predictable.
• A written list of after-hours and weekend contact numbers for the supplier and any home medical equipment company involved.
• A plan for what to do if equipment fails away from home — at school, at a program, or while traveling.

• Is this covered under warranty, and for how long?
• Will this need insurance prior authorization, and how long does that typically take?
• Is a loaner available while this is being repaired?
• Is this a quick fix, or does it suggest the equipment needs to be replaced?
• Do you have the parts in stock, or do they need to be special-ordered?
• Who do we call after hours or on weekends if something breaks?
• Will this repair affect the warranty on the rest of the equipment?