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Do you envisage any interruptions to the supply of products or customer service as a result of coronavirus?

Our manufacturing and supply network has robust plans for dealing with the impact of potential health crises and we are actively assessing and monitoring the situation. 

The current coronavirus situation has led to unprecedented demand for insulin pump consumables and it is necessary for us to act to ensure uninterrupted supply. The maximum consumable order will be limited to one month’s supply, which is applicable to pump consumables only. Please do not order more than you, or your family member requires. Please also be aware that we are receiving an increase in the number of calls to our order line so call waiting times may be longer than normal.  

We do not have any further supply chain disruption in relation to COVID-19 and all Accu-Chek blood glucose monitoring products are available as usual. Our manufacturing sites across the globe are operating as normal and the delivery of products to/from affected countries remains stable. Our warehouse stock is sufficiently covered to avoid customer backorders on a global and local level. We continue to work closely with our wholesale partners in the UK and Ireland and are responding to the changing demand levels to ensure that stock continues to be available for distribution to pharmacies. Should the situation change we will, of course, inform you immediately.

In accordance with government advice, all our staff who are able to do so have begun to work from home. As we have strong business continuity plans we do not anticipate any disruption in our service level for people with diabetes or the health system during this time.

Despite higher call volumes, our customer careline continues to operate, whilst our partners in the NHS and HSE can expect the same level of support from their local contact by phone and email.

Additional support for patients during coronavirus pandemic

To further support patients and to mitigate pressures on hospitals and clinicians, all warranties for Accu-Chek Combo and Accu-Chek Insight insulin pumps that were due to expire before the end of June will be extended, initially for three months.

For people approaching the end of their insulin pump warranties, choices about new insulin pumps are often made at group sessions and pump starts are often also undertaken in groups. By extending the warranties for these pumps, it will help to limit the number of people with diabetes, who may be at increased risk from the COVID-19 virus, visiting hospitals and GP practices. It will also support hospitals as they try to limit the number of people visiting their sites for outpatient appointments.

Please also visit our blog article for people living with diabetes and corona virus.