Frequently asked questions
Frequently asked questions on service and support, warranty replacements, rehabilitation resources and more to help you get the most out of your sound processor, and stay "on air."
Insurance, warranty and billing
Health plans have their own definitions of what is considered Medically Necessary, but typically includes anything that improves your hearing, or is required for the device to function, such as cables, coils, magnets, and rechargeable batteries.
Visit the Cochlear Insurance Support Center for more details.
Should your sound processor go missing during the initial system or upgrade warranty period, our loss coverage allows you to replace it completely free of charge* (one time only per device, per side). Once you have made a claim on the sound processor, the loss coverage is no longer available.
*Terms and conditions apply
After five years, many insurance providers will help fund an upgrade. Also, if your current sound processor is lost or irreparably damaged, or nearing the end of its useful life, upgrading offers the opportunity to get the most advanced generation sound processor.
We offer recipients a comprehensive warranty and one-time loss replacement.* Warranty coverage details:
Cochlear Nucleus® 7 and Kanso® 2 Sound Processors
- 5-year warranty for new systems
- 3-year warranty for upgrades
Cochlear Osia® 2 Sound Processor
- 2- year warranty for both new systems and upgrades
Cochlear Baha® 6 Max and Baha® 5 SuperPower Sound Processors
- 2-year warranty for both new systems and upgrades
Cochlear True Wireless™ accessories
- 1-year warranty
Cochlear Standard and Compact Rechargeable Battery Modules
- 1-year warranty
All other accessories (excluding zinc air batteries)
- 90-day warranty
For more information visit our warranty coverage page.
*Terms and conditions apply
Yes, Cochlear offers a service plan that covers repairs for your processor for one year. Plans are only offered for commercially available products.
By purchasing a service plan, you'll continue to have peace of mind knowing that replacement parts and unexpected repairs are covered once your previous warranty or service plan ends. Each service plan will cover one sound processing device for 1 year and becomes active the day after your previous warranty or service plan expires; ensuring you are never without coverage.
Service plans can be paid for in full at time of purchase, or financed with 4 quarterly payments. Prices vary depending on number of processors included in the plan.
For more information on service plans, select your sound processor.
Yes, Cochlear has monthly financing available through CareCredit and accepts the following monthly plans: 6, 12, 18 and 24 months with no interest and 36, 48, or 60 months (includes 14.9% APR).
Get started by running your own prequalification process. This prequalification is a "soft check" that will not hit your credit report and will provide you with an idea up front as to whether or not you will likely be approved.
- Start your CareCredit application.
- Upon approval, you will receive your 16-digit CareCredit card number.
- Provide your 16-digit number to Cochlear when ordering (either online or over the phone).
If you need assistance with your online application, please contact CareCredit directly at 1-866-893-7864 or online at www.carecredit.com.
Recipients, please consider re-establishing care with your clinician if you haven't been seen in a few years.
To ensure accuracy and expedited processing time, we require the following documents and/or information be provided to Cochlear before your order can be processed and completed.
- Clinic name
- Hearing specialist (MD), usually ENT
- Insurance name/member ID and group number if applicable
- Emergency contact name and phone number (must be outside the residence contact) (not required if AOB completed)
- If under 18, name and phone number of parent or guardian
- Implant side (left or right)
- Reason for order/reason for upgrade
- Completed Nucleus, Kanso, Baha or Osia order form
- Completed Authorization and Assignment of Benefits Form (AOB)
- Consent for your clinic to place orders on your behalf. Clinic consent only required if clinic is placing the order and may be provided verbally, via email or DocuSign (not required if AOB is completed)
- Confirm shipping address located on the order form
- A copy of your insurance card
- Completed Back-in-Sound Consent form (not required for every order)
- Completed Financial Consent form (Will be sent with out-of-pocket estimate if required)
If the above documentation is not received within 10 business days, we will need to begin the cancellation process. To reinstate your order, we need to receive all of the items listed above.
Reimbursement and insurance support
Call the Member Services phone number on the back of your insurance card and ask them:
- Is this product a covered benefit/service? (View HCPCS codes)
- Are they able to provide an out-of-pocket cost estimate?
- What documentation forms do they require for reimbursement of orders placed?
Cochlear will attempt to gain coverage from your insurance provider for medically necessary parts and accessories. If your insurance provider denies this claim, Cochlear will reach out to you to discuss your options.
Replacement parts, accessories, repairs, and new sound processors could be covered under the Durable Medical Equipment (DME), prosthetics, or hearing related benefit section of your health plan. If you do not have these benefits ask your insurance provider if they will consider covering the billing code(s) under your major medical benefits.
If an item is out of stock, Cochlear will proceed with gathering all applicable documentation and approvals. When the item becomes available, your order will ship and Cochlear will submit a claim on your behalf to your insurance after services are rendered.
We offer a self-pay discount for recipients who pay out of pocket. This discount is not applicable for orders processed utilizing our reimbursement services, and retail rates will apply.
DME is Durable Medical Equipment which is prescribed by your doctor as medically necessary. Replacement parts, accessories, repairs, and new sound processors are generally covered under the Durable Medical Equipment (DME) benefit section of your health plan.
Some health plans have annual (or lifetime) limits on Durable Medical Equipment (also known as DME maximums) that may limit how much the plan will pay for replacement parts, accessories, repairs, and new sound processors. Ask your health plan representative if your policy has a DME maximum. If your plan does have a maximum limit, you will typically be responsible for any amount over that limit.
If you do not have DME benefits ask your insurance provider if they will consider covering the billing code(s) under your major medical benefits.
If your claim is denied
- Read the denial letter to determine specifically why the claim was denied and locate the next step to overturn the denial and how many opportunities you have to appeal the decision. Review your insurance policy for specific exclusions and inclusions related to cochlear implants.
- Reach out to the Commission for Deaf and Hard of Hearing, vocational rehabilitation services, advocacy groups and other local organizations.
- Appeal Letter—you may need to send a letter to your insurance carrier requesting a review of their decision. You will want to include supporting documentation as to why the request is medically necessary. If you use Cochlear's Reimbursement and Insurance services, we will appeal on your behalf when possible.
Out-of-network coverage means your insurance plan does not include Cochlear within its network of providers. This could mean higher out-of-pocket costs and less coverage. If you are using Cochlear's Reimbursement and Insurance Services for a replacement sound processor, we will attempt to seek an in-network exception on your behalf. View insurance plans Cochlear is contracted with.
If you believe your insurance provider covers an item not indicated as insurance eligible in the Cochlear Store, please contact your insurance provider first. Provide them the product information. If you then gain confirmation that your insurance will cover that item, please call Cochlear at 1 (800) 633-4667, Option 2.
For sound processor replacement, we’ll need the following information:
- Side processor is on
- Serial number
- Shipping address (Signature Required cannot be PO box)
Visit Device Support for more information or to submit a sound processor for repair.
Cochlear are continuously reviewing and testing new devices and operating systems as they become available. Learn more about the latest smartphone compatibility information.
Visit Device Basics and select your sound processor and “pairing” from the drop-down navigation. There you will find videos demonstrating how to pair your sound processor with compatible devices.
To set up your TV Streamer, start by connecting the power cord and audio cables between the TV Streamer and the audio source and finish by pairing the TV Streamer to your sound processors.
After you’ve connected the hardware cords, watch this video to learn how to pair your sound processor with the Cochlear™ Wireless TV Streamer.
Online Store, accessories and batteries
Parts and accessories can be purchased on our online store, with free shipping on orders over $50. Or via phone at 1-800-483-3123 during regular business hours.
In general, insurance providers cover items that are medially necessary, which may be purchased on our online store and billed directly to insurance, for plans we are contracted with. Covered by most plans:
- Replacement sound processor and components due to loss, damage or upgrades
- Replacement parts and accessories such as coils, magnets, charging kits, ear hooks and cables
- Rechargeable batteries
- Baha® Softband
Log into your myCochlear account. On the upper right side next to the “gear” icon and below your name, click “Manage”. From that menu, select “Orders” and you will see your order history.
You can order disposable batteries directly from our partner Cochlearbatteries or by calling 1-833-663-3097.
You can access our online store from our website main navigation. Purchases from the store require a Cochlear Family account. If you haven't joined the Cochlear Family, sign up today, its free. Alternatively, you can browse the store and use the “log in to purchase” button to complete the sale.
Registering your equipment with Cochlear allows you to see useful information, such as warranty details and serial numbers. Typically, at activation, the audiologist will register you in our system, or provide a card for self-registration. However, if you were not registered, we can register your equipment by providing the following details in your myCochlear account:
- Full name
- Date of birth
- Phone number
- Name of clinic
- Name of Audiologist
- Date of activation
- Serial numbers of the external sound processor devices
- Implant ear side
If you’re unsure if you’ve registered equipment, visit the myCochlear online portal and log in, or create an account.
Forgot your password? Go to the myCochlear online portal. Underneath the Log in button you can enter the email address you used to create the account. You will then receive an email with a link to create a new password.
You can create and download a personalized ID card using the digital copy available on your myCochlear account.
First, log into your myCochlear account dashboard, click “create card”. Complete the membership information form with Name, Type of Member and Member Since (Year).
The card image below these fields will populate with the data entered which can be saved and printed via the PDF tools (hover over the top right).
Rehabilitation apps and hearing resources
You'll want to train your brain to understand the sounds it's receiving and practice listening and speaking as much as possible.
We suggest you visit The Communication Corner, where you'll find individual activities and training programs based on age and development. We also have the Cochlear™ CoPilot app which may help improve your hearing outcomes no matter how long you’ve had your Cochlear hearing implant. Cochlear Copilot app, an interactive app that equips you with knowledge, information and activities to help you build your listening and communication skills and improve your hearing outcomes no matter how long you've had your Cochlear hearing implant.
Yes, the Cochlear™ CoPilot app delivers real world practice with interactive skill building activities designed to help you practice hearing and communication skills for daily life. The self-guided app is free with new content and skill builders being continuously added.
For individual exercises, you may be interested in the following suggestions to improve your hearing experience. Remember, practice takes effort, start easy and build up (even utilizing materials for children to begin with). Take needed breaks and make sure you’re focused and concentrating.
- Wear your processor — this alone is the start to retraining your brain.
- Sound isolation — find a comfortable place to sit and close your eyes. Identify as many of the sounds in your environment as you can, then isolate each one and focus your attention on it for a few seconds. Write down what you hear each day. Move to new environments and see how your list advances.
- Telephone with Confidence provided by Cochlear — call 1-800-458-4999 and listen to daily word lists and passages.
- Read newspaper or other media aloud to yourself and listen to what you are saying. You can start with children’s books if needed.
- Watch TV with captions but look away occasionally and listen only. Use captions to fill in what you missed.
- Listen to the radio, podcasts, audiobooks and other media available that requires you to listen.
- Download the Cochlear CoPilot app.
- Connect with one of our Cochlear mentors.
Please seek advice from your health professional about treatments for hearing loss. Outcomes may vary, and your health professional will advise you about the factors which could affect your outcome. Always read the instructions for use. Not all products are available in all countries. Please contact your local Cochlear representative for product information.
Views expressed are those of the individual. Consult your health professional to determine if you are a candidate for Cochlear technology.