Questions and answers
Before your first text.
Is GrandLine really free?
Yes. GrandLine is free. There is no fee to sign up or to text with us, and we don't sell insurance or take payment from the providers and programs we point you to. Standard message and data rates from your phone carrier may apply.
Who is answering my texts?
GrandLine uses a trained assistant to research your question and write back, with GrandLine's health navigators reviewing conversations and stepping in when a person should. When a phone call would help more than a text, we schedule one with a navigator at a specific time.
Is this Medicare? Is it the government?
No. GrandLine is a private service. We are not connected with or endorsed by Medicare, the Centers for Medicare and Medicaid Services, or any government agency. For official Medicare help you can always call 1-800-MEDICARE.
Do I need an app or a login?
No. GrandLine works through the text messaging app already on your phone. On an iPhone that's iMessage; on other phones it's regular text messages. There is no password to remember.
What information do you ask for?
To sign up: first and last name, date of birth, state, the phone number you'll text from, and a sentence about what you need. We only ask for your Medicare number when a specific question requires it, such as a coverage check for a procedure, and we never ask for a Social Security number.
Will you give me medical advice?
No. GrandLine helps you find and understand your options: which doctors take your insurance, what a benefit covers, which program to call. For questions about symptoms, diagnoses, or treatment, talk with your doctor. If it's an emergency, call 911.
How quickly will I hear back?
Most questions get a specific answer within minutes. Some take longer when we need to verify something with an office or program, and we'll tell you when that's the case. We check back the next day to see how it went.
How often will you text me?
As often as you're writing to us, and otherwise no more than once a day. You can reply STOP at any time to stop all messages.
Can I use this for my parent or spouse?
Yes. Choose "someone else" on the signup form and enter their details with your own phone number, or sign them up with their number and share ours. See the For families page for details.
What if I don't have a cell phone?
GrandLine works over text message, so it needs a phone that can text. A family member, friend, or caregiver can sign up and text on your behalf; see the For families page.
I'm not on Original Medicare. Can you still help?
Yes. Many of the people we help have Medicare Advantage, Medicaid, employer coverage, or no coverage at all. Finding doctors, rides, home care programs, and equipment suppliers doesn't depend on which card you carry.
Ready when you are.
Tell us a little about yourself, then send your first text. Most questions get a specific answer within minutes.