Can I change the diagnosis on my Letter of Medical Necessity?

Unfortunately, once a telehealth consultation has been completed and finalized, we cannot change or modify the diagnosis on your Letter of Medical Necessity. The diagnosis is based on the answers you provided during the virtual consultation form that you filled out during checkout.

Why can't the diagnosis be changed?

The Letter of Medical Necessity is generated by our independent telehealth partner, who must follow strict medical and regulatory guidelines. Once the consultation is complete and the letter is issued, the medical information cannot be altered.

What if I selected the wrong condition during checkout?

If you believe you selected the wrong condition or if your HSA/FSA claim was denied due to the diagnosis, you have the following options:

1. Return and reorder: The only way to get a Letter of Medical Necessity with a different diagnosis is to return the original product and place a new order through Flex. This will trigger a fresh consultation where you can provide updated information.

What if my claim was denied?

If your HSA/FSA claim was denied, please contact our support team with:

• The explicit feedback provided about your denial

• Your HSA/FSA provider name

• A copy of the denial notice

Our team can review your specific situation and provide guidance on next steps.