Patient FAQs

Frequently asked questions for patients

Here are some of the commonly asked questions we receive from patients about enrollment, filing a claim, our grant use policy and more.

About our programs

  • Our 12-month grants offer financial assistance for out-of-pocket medication costs, including co-pays, health insurance premiums, and transportation costs associated with medical care.

    • Co-pay funds: assistance with deductibles, co-pays, and coinsurance for medications.
    • Premium funds: assistance with health insurance premiums.
    • Transportation fund: assistance with transportation and accommodation costs associated with travel to from your medical care and/or pharmacy.

    Learn more about our programs and check your assistance eligibility.

     

  • You can apply through our online portal or by calling us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

  • Yes. You can get co-pay, premium, and transportation grants at the same time if you meet each program’s eligibility criteria. You  have to have a co-pay or premium fund to be eligible for transportation assistance, and meet the rest of the program’s eligibility criteria.

    You can apply online or call us at 1-866-316-7263, Monday to Friday, 9 a.m. to 7 p.m. Eastern Time for more information.

  • Yes. You can ask for reimbursement for approved expenses if they are within 90 days of when your grant started, but  only for your first grant with PAN.

  • Grant amounts vary for each disease-specific program. Please read the assistance program page for specific grant amounts or your welcome packet if your grant has been approved.

  • If the full value of the original grant has been used and there is still time left in a your eligibility period, you can apply for a second grant. If approved, you will be able to use second grant funding during the remainder of your original eligibility period.

    To qualify, the current grant balance must be $0, and the disease fund must be open. Simply go to the patient portal or call us at 1-866-316-7263 to see if you qualify.

    Please note: This is different than a renewal grant, which awards another grant for an additional year.  

     

  • If the grant period has ended or is about to end and you need more funding, you can apply for a renewal grant. If a renewal grant is approved, a new 12-month eligibility period begins.

    You can apply up to 30 days before the current grant period ends, even if there is a grant balance remaining. You can also apply after the first grant period has ended.

    Please note: This is different than a second grant, which can only be awarded if the full value of the original grant is used and there is time remaining in a patient’s eligibility period.

  • If you are not approved for assistance, we will refer you to other organizations that may be able to help. We also encourage you to sign up for FundFinder, a web-based app where you can subscribe to notifications to learn when funding is available for programs at nine charitable foundations.

    We also offer an appeals process that may be used in extenuating circumstances. We encourage you to contact us at info@panfoundation.org or at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time if you would like to learn more.

  • Yes. We accept applications if you are currently in treatment, scheduled to begin treatment in the next 120 days, or have had treatment in the past 90 days. You can apply for an assistance program through our online portal or by calling us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

     

  • You’ll find out if you are approved for a grant right away.

    Once your grant is approved, you can use your benefits immediately by providing your enrollment information to your healthcare provider or pharmacy.

    You will receive a formal welcome letter and PAN ID card via email or in the mail within five to seven business days. Your healthcare provider will also receive an approval letter by the next business day.

Billing and claims

  • In most cases, your pharmacy or physician will submit a claim on your behalf. They must bill your primary insurance and any other insurances before billing the PAN Foundation.

    If you pay out-of-pocket, download and complete a direct member reimbursement form. Attach your proof of purchase and mail or fax your claim to PAN. You can also send us the form through the patient portal.

    We will mail you a paper check seven to ten business days after receiving the completed request. We’ll also notify you if we need more information.

    Mail:

    Patient Access Network Foundation
    PO Box 2310
    Mt. Clemens, MI 48046

    Fax: 844-726-4728

    Online: Patient portal

  • It depends on the source of the claim.

    • For patients, the standard claims processing time is 10 to 14 business days.
    • For pharmacies, electronic claims are processed immediately. Faxed or mailed claims take 10 to 14 business days.
    • For healthcare providers, the standard processing time for claims is 10 to 14 business days.

    You can always call us at 1-866-316-7263 from Monday-Friday, 9 a.m. to 7 p.m. Eastern Time or use the online portal to verify if a claim has been paid, and how many days remain to submit a claim.

  • Provide your PAN ID and grant welcome letter to your pharmacy or provider so they can submit claims on your behalf.

  • You have 60 days from the last day of your grant to submit eligible expenses for reimbursement. If you have any trouble meeting this deadline, call us at 1-866-316-7263 from Monday-Friday, 9 a.m. to 7 p.m. Eastern Time.

    To make sure your claims are received on time, ask your pharmacist to submit the claim as soon as you pick up your medication or receive your treatment.

    If your healthcare provider is billing PAN for you, remind them to submit the claim right away.

  • To make sure your claims are submitted on time, ask your pharmacist to send in the claim as soon as you pick up your medication or receive your treatment. If your provider is billing PAN on for you, remind them to submit the claim to your insurance company right away and then submit the claim to PAN.

    If your provider or pharmacist can’t submit a claim for you, consider paying out of pocket and then download and complete a direct member reimbursement form. Attach your proof of purchase and mail or fax your claim to PAN. We will send you a paper check seven to ten business days after receiving your completed request. We’ll also let you know you if we need more information.

    You have 60 days from the last day of your grant to submit eligible expenses for reimbursement. If you have any trouble meeting this deadline, call us at 1-866-316-7263 from Monday-Friday, 9 a.m. to 7 p.m. Eastern Time.

    Mail:

    Patient Access Network Foundation
    PO Box 2310
    Mt. Clemens, MI 48046

    Fax: 844-726-4728

    Online: Patient portal

    You can always call us at 1-866-316-7263 from Monday-Friday, 9 a.m. to 7 p.m. Eastern Time or use the online portal to verify if a claim has been paid, and how many days remain to submit a claim.

Manage your grant

Using your PAN grant

  • To keep your grant active, you, your healthcare provider or your pharmacist have to submit a claim and get payment from PAN within 120 days of your enrollment date. Throughout your eligibility period, PAN has to process at least one claim every 120 days to keep your grant active. If you don’t, your grant will be canceled.

    If your treatment is only once or twice a year, and you receive an alert from us that you have to use your grant soon, please call us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time. We are here to help.

     

  • You can check your grant balance by logging in to the online portal or calling us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

  • If your medication is still covered by your insurance and on PAN’s list of covered medications, your grant won’t be affected. Your provider does not impact your grant status. You can review a list of covered medications for your specific assistance program here.

    If your information has changed, call us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time to update your records. You can also update your contact information on the online portal if you have an existing account.

     

  • If you use the full amount of your grant before the end of your 12-month eligibility period, you may be able to apply for a second grant, if permitted for your assistance program and if funding is available. You can check your eligibility by logging in to the online portal or calling us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

  • The grant use policy makes sure that our grants are used by patients who are actively receiving treatment and need financial assistance, allowing us to maximize donations and help more patients.

    Under the policy, you, your healthcare provider, or your pharmacist must submit and receive payment for a claim from PAN within 120 days of your enrollment date. Throughout your eligibility period, we must receive another claim every 120 days.

    If you do not follow the policy, your grant will be canceled, and the released funds will be used to provide grants to other patients who need assistance.

    If you have questions or extenuating circumstances, call us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

  • If you misplaced or no longer have your PAN ID card, you can print a replacement card through the online portal or request a new one by calling us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

  • We recognize that your treatment may not fit within the 120-day timeframes of the grant use policy. If your treatment is only once or twice a year, and you receive an alert from us indicating that you must use your grant soon, please call us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time. We are here to help.

  • A change in your contact information will not affect your enrollment. If your information has changed, call us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time to update your records. You can also update your contact information on the online portal if you have an existing account.

  • Yes. If you still meet the program-specific eligibility criteria and funds are available, you are eligible for a renewal grant at the end of your enrollment period.

    For your convenience, we will send you a renewal reminder with instructions on how you can apply near the end of your enrollment period.

More resources

Co-pay assistance

  • You must meet the following criteria to be eligible for PAN co-pay assistance:

    • You must be getting treatment for the disease named in the assistance program.
    • You must have health insurance that covers your qualifying medication or product.
    • Your medication or product must be listed on our list of covered medications.
    • Your income must fall at or below the federal poverty level specified by the assistance program.
    • You must reside and receive treatment in the United States or U.S. territories. U.S. citizenship is not a requirement.

    Visit our assistance programs to learn more about each fund’s eligibility and income requirements.

  • In most cases, assistance starts on your approval date and continues for 12 months or until your grant is used in full, whichever comes first. Your exact eligibility dates will be included in your welcome packet and can be accessed any time using our online portal or by calling us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

    You can also ask for reimbursement for approved expenses if they are within 90 days  of when your grant started, but  only for your first grant with PAN.

Health insurance premium assistance

  • The insurance eligibility criteria for PAN’s premium assistance programs vary. Some programs are available to people with Medicare or commercial insurance, and some are restricted to Medicare beneficiaries. Visit our assistance programs for more information on eligibility criteria.

  • You must meet the following criteria to be eligible for PAN’s premium assistance programs:

    • You must be getting treatment for the disease named in the assistance program.
    • You must have health insurance that covers your qualifying medication or product.
    • Your medication or product must be listed on our list of covered medications.
    • Your income must fall at or below the federal poverty level specified by the assistance program.
    • You must reside and receive treatment in the United States or U.S. territories. U.S. citizenship is not a requirement.

    Visit our assistance programs to learn more about each fund’s income and eligibility requirements.

  • PAN’s premium assistance programs help pay for insurance premiums for patients being treated for various disease states.

    Visit the Find a disease fund page for more information.

  • After you are enrolled, we will pay your insurance company directly. If your insurance company is unable to accept direct payment from PAN, we will send you a reimbursement check.

  • Premium assistance programs cover the premium for an individual. If you’re covered under a family insurance plan, our premium assistance programs will help with the portion of the premium associated with your coverage.

  • Yes, we can help with the premiums for multiple insurance plans. Apply online or call us at 1-866-316-7263 Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

Transportation assistance

Transportation assistance program

  • Our transportation assistance program provides a $500 subsidy to eligible individuals in the form of a 12-month grant. Patients will get a Visa prepaid debit card authorizing them to pay for eligible, non-emergency transportation and lodging expenses for travel to and from their medical appointments or pharmacy visits.

  • The program covers most major modes of non-emergency transportation and lodging to get to and from your medical appointments or pharmacy visits, including:

    • Airfare
    • Car rentals, parking expenses, and tolls
    • Lodging, such as hotels, Airbnb, or temporary housing
    • Non-emergency medical transportation
    • Public transportation fares (bus, metro, and train)
    • Taxis and rideshares

    This program does not cover gas, mileage reimbursement, meals, or concierge services.

    Please note that we may audit your card activity and cancel your card if it is used for any unauthorized purchases. We also reserve the right to terminate your grant if a transaction has not been made on your card in 120 days or if there is a change in your eligibility.

    Please contact us to discuss any extenuating circumstances at 1-866-316-7263 from Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

  • To be eligible for assistance, you must meet all the following requirements:

    • Be currently enrolled in a co-pay or premium disease fund at the PAN Foundation and receiving treatment for that disease.
    • Reside and receive treatment in the United States or U.S. territories. (U.S. citizenship is not a requirement.)
    • Have health insurance that covers your qualifying medication or product.
    • Have an income that falls at or below 500% of the Federal Poverty Level.

    You can check your eligibility here.

    Note: You are not eligible for assistance if you are on a disease fund wait list or used to have a grant at PAN. You can check your enrollment status on the online patient portal.

    If you still need help finding financial support for your transportation, please review our transportation resources directory, which includes referrals to organizations that may be able to help.

  • If you are a patient or a caregiver, you can apply online at panapply.org.

    While your healthcare provider or pharmacist cannot enroll for you, they can check your eligibility on panfoundation.org.

  • To keep your grant active, you must use your prepaid debit card to make a purchase for an eligible transportation expense every 120 days during your enrollment period.

    If you only need medical treatment and transportation once or twice a year and you receive an alert from us indicating that you must use your grant soon, please email us at info@panfoundation.org.

    If you have questions or extenuating circumstances, call us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. Eastern Time. We are here to help.

     

  • The card is set up with daily limits for spending by category (see chart below) and with a total daily spend limit of $350. The card will be declined if a purchase exceeds any of these daily limits without prior approval from PAN.

    Please note: We’re here to help and we can increase limits on a case-by-case basis. If you would like to request a higher limit, or if you are having trouble using the card, call us at 1-866-316-7263.

    Airfare: $300 Rideshare: $100
    Car Rental: $100 Parking: $50
    Hotel: $300 Taxi, bus or train fare: $100
  • The program covers non-emergency transportation to and from your medical care or pharmacy visits.

    Covered expenses include:

    • Taxis and rideshares
    • Non-emergency medical transportation
    • Car rentals, parking expenses, and tolls
    • Public transportation fares (bus, metro and train)
    • Airfare
    • Lodging, such as hotels, Airbnb, or temporary housing

    Services not covered include:

    • Gas, mileage reimbursement, meals, and concierge services.

    Please note that we may audit your card activity and cancel your card if it is used for any unauthorized purchases.

    We also reserve the right to terminate your grant if a transaction has not been made on your card in 120 days or if there is a change in your eligibility. Please contact us to discuss any extenuating circumstances.

  • No, you do not need pre-approval to make a purchase. You can view a list of approved merchants here.

    If an expense is denied and you believe it should be covered, please contact us at 1-866-316-7263.

    Please note that we may audit your card activity and cancel your card if it is used for any unauthorized purchases. We also reserve the right to terminate your grant if a transaction has not been made on your card in 120 days or if there is a change in your eligibility.

     

Additional transportation assistance

  • There are several transportation options available. Contact a local taxi or rideshare company or review our non-emergency medical transport directory for transportation options. You can also contact your healthcare provider if they have a list of preferred transportation vendors.

  • If you lose your debit card, contact us at 1-866-316-7263, Monday through Friday, 9 a.m. to 7 p.m.

  • You can use the Visa Supplier Locator online tool to search for merchants that will accept your prepaid debit card.

    Visa cards are commonly accepted at businesses, medical practices, and more.

    You can use your debit card to make online purchases of covered services within the transportation assistance program.

    Please note, your debit card may only be used for the covered services within the transportation assistance program.

    If your preferred location or merchant is not available on this list, please contact us at 1-866-316-7263 from Monday through Friday, 9 a.m. to 7 p.m. Eastern Time to see if it can be covered.

    We may audit your card activity and reserve the right to cancel your card if it is used for any unauthorized purchases. The purchase of unauthorized items, like gift cards, is considered fraud and will result in the immediate loss of the grant and card balance.

  • You can submit a card activation request here. Our representatives will email you confirmation that your card has been activated. Typically, this process takes 24 hours or less.

    If your application has been conditionally approved pending income verification, you will need to fax your most recent tax return, along with your name and ID number, to the attention of the PAN Income Verification Department at 1-866-316-7261. This information will be required before your card can be activated. If you do not file taxes, please contact us at 1-866-316-7263 from Monday through Friday, 9 a.m. to 7 p.m. Eastern Time.

    You will receive a PAN Foundation Visa prepaid debit card in the mail 10-15 business days after your grant is approved. You will need to activate your card before you can begin using it for covered expenses.

    If you have not received your card after 15 business days, please email activate@panfoundation.org for further assistance.

  • While we do not require you to submit your receipts, we recommend saving them in case of an audit.

    We may audit your card activity and reserve the right to cancel your card if it is used for any unauthorized purchases.