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Contact KCI for Customer Support

KCI Customer Support is available to answer your questions regarding billing, reimbursement, or product-related clinical and technical support, 24 hours a day 7 days a week.

KCI Express

KCI Express® is an online product ordering and customer service platform designed for our in-patient and out-patient customers. KCI Express simplifies the entire ordering process including initial order submission, delivery, tracking, analysis, and service via an intuitive Web-based browser interface.

For more information visit the KCI Express page

KCI Contact Center

The KCI Contact Center is staffed with trained customer service professionals to assist with order placement, product discontinuation, and general inquiries. KCI Contact Center can be reached at 1-800-275-4524, 24 hours a day 7 days a week.

KCI Service Centers

With numerous service centers throughout the country, KCI is able to support your patient care needs:

  • Timely pickup and delivery of KCI products
  • Cost-effective maintenance and repair
  • Convenient access to all home care markets

Response Team Technical Contact Center

With 24-hour availability, KCI is able to provide troubleshooting support for all V.A.C.® Therapy devices:

  • Helps provide on-the-spot problem identification and resolution or service work order submission
  • Convenient telephone access for all care settings

To access this service, please call 1-800-275-4524 and select option 3 from the main menu, or you may ask for product technical assistance.

Order Fulfillment

The KCI Order Fulfillment department works closely with Medicare, Medicaid and Private Insurance companies to determine coverage and ensure claims are filed accurately for our home care patients. Our team of clinical case managers work with payer case managers to provide ongoing medical necessity support for V.A.C. Therapy.

KCI Reimbursement Hotline

KCI is committed to providing customer service to clinical providers and healthcare facilities that use KCI products, including product reimbursement resources.

The Reimbursement Education Hotline is staffed by reimbursement specialists to offer assistance with the following:

  • Coding
  • Published Coverage Guidelines
  • Reimbursement Information

KCI Reimbursement Education Hotline is available from Monday to Friday, 8 a.m. – 8 p.m., EST
Tel: 800-668-6812
Fax: 800-311-9291

For more information on V.A.C. Therapy reimbursement, please visit the V.A.C. Reimbursement page.


The information provided by KCI is general reimbursement information only. It is not legal advice, nor is it advice about how to code, complete or submit any particular claim for payment. Although we supply this information for your convenience, it is the provider’s responsibility to determine and submit appropriate codes, charges, modifiers, and bills for services rendered. Payors or their regional offices may have their own coding and reimbursement requirements and policies. Before filing any claims, providers should verify current requirements and policies with the payor.

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