Quick answer: Most Letters of Medical Necessity (LMNs) are delivered within 24-48 hours of completing your health assessment. If it's been longer than that, we're on it and want to make sure you're taken care of.
How Long Does It Take?
After you complete your health assessment, here's what happens:
Your info goes to our licensed healthcare providers. A licensed healthcare provider (MD, DO, PA, NP) reviews your health profile, conditions, and the products you're looking to get covered.
Your LMN is prepared. The healthcare provider creates your personalized Letter of Medical Necessity with your specific health information, diagnosis codes, and product recommendations.
You get your LMN. It's delivered to your Crates Health dashboard and you'll receive an email notification.
Typical timeline: Many LMNs for catalog products are issued within minutes of completing your health assessment. For custom or non-catalog product requests, it typically takes 24-48 hours. During busy periods, it can occasionally take a bit longer.
What If It's Been More Than 48 Hours?
We get it - waiting is frustrating, especially when you're trying to get reimbursed. Here's what to do:
Check your Crates dashboard first. Log in at crateshealth.com and look for your LMN under your documents. Sometimes the email notification is delayed even though your LMN is already there.
Check your spam/promotions folder. Email notifications sometimes end up there.
Still nothing? Reach out to us through the chat widget on our site or email us at [email protected] - whichever you prefer. We'll flag it with our medical team and get it prioritized.
We're growing fast and sometimes our volume outpaces our team - but that's never an excuse. If your LMN is delayed, that's on us and we'll make it right.
What Does "Delivered" Look Like?
When your LMN is ready, you'll be able to: - View it in your Crates Health dashboard - Download it as a PDF - Upload an itemized receipt associated with that specific LMN inside the Crates dashboard, then click "Start Reimbursement" to initiate the reimbursement flow directly from the Crates app — for supported admins, our in-house claims team handles submitting everything
Frequently Asked Questions
Can I speed up the process? Making sure your health assessment is complete and accurate helps our team process your LMN faster. Incomplete profiles may cause delays.
Do I get notified when it's ready? Yes - you'll receive an email notification. Make sure notifications from Crates Health aren't going to spam.
What if I need it urgently? Contact us through chat and let us know. We'll do our best to prioritize your request.
Can I check the status of my LMN? Log into your Crates dashboard to see where things stand. If you don't see a status update, reach out to us.
Still Need Help?
Chat with us using the widget in the bottom-right corner or email us at [email protected]. If your LMN is delayed, just let us know your name and the product you're trying to get covered - we'll track it down.