What to report, what documentation to send, and what Synapse Health does next when equipment is lost, stolen, or breaks beyond repair after delivery.
Documentation is what moves an incident forward. Tell us early and send the documents that match the category. Synapse handles verification, billing adjustments, claims, and record updates from there.
Step 1: Notify Synapse Health in writing
Submit a Fulfill portal note as soon as you identify the incident, within the timeframe in your active service agreement.
Include the following:
- Patient identifiers: name, date of birth, and policy number
- Equipment identifier: serial number or asset tag
- Incident category: lost, stolen, or broken beyond repair
- Date of the incident
- A brief description of the circumstances
Step 2: Match the incident to the right category
Each category has its own documentation requirement.
| Category | What it means | Documentation to submit |
|---|---|---|
| Lost | Equipment that cannot be recovered after a minimum of three outreach attempts over a two-week period, including a drive-by. | A written record of each recovery attempt: date, method, and outcome. |
| Stolen | Equipment the patient or caregiver reports as stolen. | The official police report. |
| Broken beyond repair | Equipment confirmed non-repairable by the manufacturer or by your service team. Also covers equipment damaged by natural disasters such as fire or flood. | Written non-repairability confirmation, or a repair invoice showing the same. Disaster damage requires a fire or flood report, insurance claim, or third-party report. |
Step 3: What Synapse Health does with the information
- We log the notification and verify your documentation against the definitions above.
- If something is missing, we come back to you with a specific request. The incident does not advance until the file is complete.
- Once verified, we categorize the incident and log it on the order.
Step 4: Incident resolution
- For lost equipment where you could not reach the patient and a payment claim is involved, Synapse makes three additional contact attempts.
- Based on those results, we determine next steps: replacement, billing adjustment, insurance claim, or write-off.
- Where payment applies, it is issued at the reimbursement rate in your supplier agreement.
- We update inventory and patient records, then notify you of the resolution and anything further needed from you.
What this means for your team
You stay in control of service delivery and your relationship with the patient. Synapse takes on the administrative side – verification, billing adjustments, claims, and record keeping – so your team can stay focused on fulfillment.
Questions about an incident
DME provider support
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Phone
1.888.33.MYDME
