Personalized services and support
We are committed to providing fast and convenient service, tools and resources to help you get the most from your Cochlear hearing solution.
What you'll find on this page
- Learn about the lifetime of support offered by Cochlear
- Connect to the answers you need with personalized customer service
- Learn more about Remote Care services that may be available through your clinic
A lifetime of support
Choosing a hearing implant is an important, life-changing step. We know you will sometimes need support along your journey and that’s why Cochlear is here at every step of the way – with services, resources, and cutting-edge technology to ensure you get the most from your hearing implant. Together with your hearing healthcare provider, Cochlear is here for you now…and always.
"The tools and resources that Cochlear provides allows me an opportunity to train myself and to get better every day… these things empower me to get back to my life that I used to have."
- Chad D. - Nucleus® recipient
Cochlear Account
Your key to fast, personalized service with Cochlear is your Cochlear Account. With a Cochlear Account, you become a member of the Cochlear Family and you’ll be able to stay up to date and informed about your device.
Watch this video to find out more about how a Cochlear Account can keep you connected to Cochlear's Connected Care technology and other services.
Support before surgery
Even before you become a member of the Cochlear Family, Cochlear is here for you. Deciding on surgery for your hearing loss can be a big step and we know you have questions. Experience over decades of working with hearing implant candidates has helped us to create a suite of services that support you and your family during the pre-surgery stage.
Have questions about our products or how to get the care you need?
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Cochlear Concierge
Connect with our Cochlear Concierge team to assist you in learning about the process of getting a hearing implant, how our technology works and what Cochlear is all about. Whether you decide a hearing implant is the right choice for you or not, our experts on the Concierge team are here for you for support.
Contact our Cochlear experts:
• Phone: 877.518.3374
• Email: concierge@cochlear.com
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Insurance support
Cochlear also has an Insurance Support team that is available to help you obtain the necessary insurance approval and provide assistance in appealing denied coverage for hearing implants.
For pre-surgical questions or support, please contact us at:
• Phone: 800.633.4667, option 4
• Email: OMS@cochlear.com
For help with insurance coverage after surgery, contact our Customer Service team or visit our Help with insurance needs section.
• Phone: 800.483.3123
• Email: customer@cochlear.com
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Cochlear volunteers and events
Sometimes the best way to get the information you need before surgery is to talk to someone who has been in your shoes. Connect with Cochlear volunteers at one of our many in-person or virtual events, or connect with a Cochlear mentor directly.
Support after surgery
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Cochlear Family
Once you become a recipient of one of Cochlear’s systems and create a Cochlear Account, you become a member of the Cochlear Family! It’s all part of our lifetime commitment to you.
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Recipient Support
Activation of your hearing implant can be an exciting time – you are hearing with your new device for the first time! To help you learn about your equipment and aural rehabilitation, our Recipient Solutions team is here for you. Ask your clinician about being connected with your local Recipient Solutions representative who teaches virtual sessions to help you feel more confident and satisfied with your equipment.
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Rehabilitation resources
One of the best things you can do to maximize your hearing is to wear your device as recommended by your hearing healthcare provider and to practice. We know that practicing hearing might be new to you, so we’ve developed rehabilitation resources to support you every step of the way. Apple iOS users also have access to CoPilot,* our rehabilitation app, to help you make the most of your hearing every day.
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Device support
Life happens and sometimes you might need troubleshooting support for your device. Get all the help you need with interactive Device Support and access to our US-based call center through chat, phone or email. You can even submit a request for repair through your secure myCochlear portal and, if your clinic is enrolled, Cochlear can program your replacement sound processor and ship it directly, minimizing your time off air with Cochlear Link.
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Upgrading your device
Over time, you might find that it is time for the next-generation replacement sound processor. Cochlear can help you explore options and find out about insurance coverage for the latest technology. If needed, connect directly with an upgrade support specialist who can help you on this next phase of your journey.
Remote Care
Remote Care services may be available through your clinic. With Remote Care, you can connect with your clinician to stay on track even when you aren't in the clinic.
More information
Disclaimer
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.
For a full list of Cochlear’s trademarks, please visit our Terms of Use page.
Remote Check and Remote Assist for Nucleus sound processors are intended for ages 6 and older. Remote Check and Remote Assist features are only visible and accessible if they are enabled by a clinician. Clinicians should consider the suitability of the feature before enabling Remote Check and Remote Assist. Remote Check does not replace clinical care and does not involve remote programming of the sound processor. Only available at clinics that have enrolled in Remote Care. For compatibility information, visit www.cochlear.com/compatibility.
*For complete smartphone compatibility information, please visit www.cochlear.com/compatibility.