A Commitment to Customer Service
When you become a New England Life Care patient, you become part of our family. From your first hospital or home visit to your last phone call on service, you will always know our priority is you. Once you become a member of a NELC infusion therapy program, you will:
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Receive hands-on training from our infusion therapy clinicians.
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Have all necessary specialty pharmacy deliveries arrive at your home on schedule.
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Get regular calls from our professional home infusion therapy teams based in Woburn, MA, Concord, NH, and Scarborough, ME.
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Collaborate with your infusion therapy team to develop a personalized plan of care focused on your needs, goals, flexibility, and quality of life.
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Have your healthcare coverage verified and secured.
As a member of the NELC family, you’ll always have access to personalized, reliable communication with your care team. Whether it’s confirming a delivery, checking medication details, or speaking directly with a nurse, you can expect prompt, compassionate service every time.
Always Here for You
As part of the NELC family, you can expect:
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Personalized care planning
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On-time deliveries and medication support
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Ongoing education and check-ins
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Healthcare coverage verification and financial support
Ways to Contact Your Care Team
To make staying in touch easy and safe, NELC offers multiple ways to reach your care team:
Phone & Text Messaging
Email Support
Virtual Care Assistant
Citus Patient Portal
Why We May Contact You
Benefits & Coverage Review
Billing & Payments
Scheduling & Appointment Reminders
Satisfaction Survey
Infusion Supply Checks & Order Confirmations
Therapy & Medication Refills
Patient Engagement & Safety Checks
We’re committed to clear, timely communication and outstanding service—24/7.
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Contact Our Care Team
New Hampshire / Vermont
1-800-338-8022
Massachusetts
1-866-278-6358
Maine
1-800-439-7969
Have Questions? We’re Just a Call or Message Away.
Insurance Coverage
If you have questions regarding your insurance coverage for services being provided, please contact us at
1-800-290-6558 between the hours of 8:00 AM and 5:00 PM, Monday through Friday.
Billing
If you have questions regarding bills you have received, please contact us at 1-800-290-6558 between the hours of 8:00 AM and 4:30 PM, Monday through Friday.
Supplies
Your supplies will be jointly managed by you, your nurse, and New England Life Care throughout your therapy. It is extremely important that you notify us of any changes in your supply needs as soon as possible by calling our toll-free number.
Equipment
Our staff is available 24 hours a day to solve any equipment problems you may encounter. Routine delivery, pick-up, and service of equipment is normally scheduled during regular business hours.
Scheduled Services
Your care may require New England Life Care to schedule appointments with you for nursing visits, routine equipment maintenance, or deliveries. Please notify us if you are unable to keep any appointment with our staff.
Patient/Client Complaints:
Your concerns and/or complaints are welcome at any time. If you wish to voice a concern or complaint, please call toll-free number and ask for a member of the New England Life Care management team. All concerns or complaints received are reviewed and resolved at the senior management level in a timely manner. It is through this process that we are able to continually evaluate and improve our level of care or service to you.
State Home Care Hotlines
Maine State Hotline
1-800-621-8222
Massachusetts Home Health Agency Hotline
1-800-462-5540
New Hampshire State Hotline
1-800-852-3345