Igenomix Customer Service — Expert Guide for Clinics and Patients

Executive overview

Igenomix is an international reproductive genetics laboratory network that supports fertility clinics and patients with preimplantation genetic testing (PGT), carrier screening, non-invasive prenatal testing (NIPT) and related genetic diagnostics. For clinics the customer service function is both technical and logistical: it handles test ordering, sample logistics, result delivery, billing and regulatory documentation. For patients, customer service clarifies test purpose, consent, turnaround times, and how results affect clinical decision-making.

Because genetic testing involves chain-of-custody, regulatory compliance and time-sensitive shipping, effective customer service is protocol-driven. Expect multi-layered support: a client-success or clinic liaison for onboarding and recurring accounts, laboratory technical specialists for sample and assay questions, and a patient-services team for pre-test counseling logistics. To confirm current contacts and country-specific support, always consult the official site: https://www.igenomix.com.

How to contact and what to expect

Contact channels usually include a dedicated clinic portal, country-specific phone lines, secure email, and an online case submission system. Typical response SLA for administrative queries is within 24–48 hours on business days; urgent technical or shipping queries often receive an initial response within 4 hours during working hours. If you represent an IVF center, request a named clinic account manager during onboarding to expedite escalations.

When you call or message, you will be asked for: clinic code or patient ID, sample or case number, test type (e.g., PGT-A, PGT-M, carrier screening), date/time of biopsy or blood draw, courier tracking number, and consent documentation. Preparing this information speeds resolution and reduces transcription errors that can delay testing or invalidate chain-of-custody.

Services, turnaround times and commercial details

Service offerings commonly include PGT-A (chromosomal aneuploidy), PGT-M (monogenic disease), PGT-SR (structural rearrangements), expanded carrier screening panels, and prenatal tests. Typical laboratory turnaround times (TAT) vary by test complexity: PGT-A/PGT-SR results often return in 5–12 business days after sample receipt; targeted PGT-M can range 3–15 business days depending on test design and validation needs. NIPT and carrier screening TATs are typically 5–10 business days.

Pricing is region- and test-dependent. Market-based lab fees for PGT-A often fall in the range of €300–€800 per embryo sample (lab-only), while comprehensive panels or bespoke PGT-M setup fees can be €1,000–€3,000 for assay development plus per-sample charges. Clinics commonly add handling, biopsy, and reporting fees so patient-facing prices vary (often €2,000–€6,000 per IVF+PGT cycle in many European clinics). Always request a written quote that itemizes assay setup, per-sample fees, shipping, and rush options.

Sample collection, shipping, and chain-of-custody

Proper sample handling is the most common source of delays or rejections. Embryo biopsy samples are typically transferred into a validated transport medium and shipped with defined labeling and manifests. Acceptable transit times for embryo biopsies are usually within 48–96 hours depending on medium stability; some assays tolerate room temperature shipping up to 72 hours, others require cold-chain. Blood and buccal samples have different stability windows—blood in EDTA is generally stable for 5–7 days at cool temperatures for DNA extraction.

Customer service will provide specific shipping instructions, required documentation, and courier recommendations. Insist on a signed chain-of-custody form that documents patient identity, who collected the sample, dates/times, and consent. For international shipments, customs documentation and import permits (if required) must be attached; expect customs delays to add 24–72 hours and advise the lab immediately if a shipment is delayed or returned.

Data protection, accreditation and results delivery

Genetic results are personal health data protected under GDPR in the EU and similar regulations elsewhere. Igenomix and comparable labs implement secure portals and encrypted email for result delivery; patient-identifying reports are released only to authorized clinicians or directly to patients with signed consent. Ask customer service for their data-retention policy (commonly 5–10 years) and procedures for access, correction, or deletion of data.

Quality and accreditation are essential: reputable reproductive genetics labs operate under national regulations and often maintain international certifications (examples include ISO 15189, CAP, CLIA). When onboarding, request copies of the laboratory’s accreditation certificates and current external quality assessment (EQA/ proficiency testing) performance summaries. These documents support your clinic’s compliance and strengthen informed consent conversations with patients.

Information to have ready before contacting Igenomix customer service

• Clinic identifier and primary contact name; patient full name, DOB and ID used by the clinic.
• Type of test ordered (exact catalog/test code), date/time of sample collection, sample type and container details.
• Courier name, airwaybill/tracking number, and expected delivery date/time; scanned consent and chain-of-custody form if available.
• Any previous case numbers or prior communication threads; urgency level and requested turnaround time.

Common issues and quick resolution steps

• Delayed shipment: notify lab with ETA and tracking; ask for sample hold guidance and confirm whether cold-packs are needed on arrival.
• Sample rejection: request specific rejection reason (insufficient DNA, labeling mismatch) and whether re-biopsy or repeat sampling is possible; document for patient records.
• Billing discrepancies: ask for itemized invoice and match to quote; for insurance claims get procedure codes (CPT/ICD where applicable) and official invoice wording.

How do I email Igenomix medical records?

[email protected]
Get an electronic or paper copy of your medical record
Please, contact us sending email to [email protected]. We will provide a copy or a summary of your health information, usually within 30 days of your request.

How do I send medical records via email?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Sending medical records via email is generally allowed under HIPAA regulations, but it requires careful attention to security measures to protect patient privacy. Unencrypted email is generally not considered HIPAA compliant due to the risk of interception and breaches. Secure alternatives like encrypted email services, secure file-sharing platforms, or dedicated healthcare communication systems are recommended.  Key Considerations for Emailing Medical Records:

• Encryption is crucial: Unencrypted emails are vulnerable to interception, making them unsuitable for sending sensitive patient information. 
• Secure platforms: Using HIPAA-compliant email systems with encryption and access controls is essential. 
• Patient authorization: If the patient requests unencrypted email communication, they must be informed of the risks, and their consent should be documented. 
• Documenting practices: Healthcare providers should have policies and procedures in place for secure email communication and retain records of these practices. 
• Business associate agreements: If using third-party email services, a business associate agreement (BAA) is required. 
• Alternative methods: If email is not feasible or secure, consider other options like fax, secure messaging platforms, or postal mail. 

Alternatives to Unencrypted Email:

• Encrypted email services: . Opens in new tabThese services encrypt emails in transit and at rest, protecting the information from unauthorized access. 
• Secure file-sharing platforms: . Opens in new tabPlatforms like Box, Dropbox, or Google Drive, when configured for HIPAA compliance, allow for secure file sharing. 
• Dedicated healthcare communication systems: . Opens in new tabPlatforms like TigerText or HSPA offer secure messaging and file sharing within the healthcare setting. 
• Blockchain technology: . Opens in new tabBlockchain can provide a secure and tamper-proof way to share medical records, ensuring data integrity and confidentiality. 
• Fax: . Opens in new tabWhile not ideal, fax can be a more secure option than unencrypted email for some situations. 

In summary: Sending medical records via email can be done securely if appropriate measures are taken. Prioritizing encryption, using HIPAA-compliant platforms, and obtaining patient consent are crucial for maintaining patient privacy and complying with regulations. 

AI responses may include mistakes. Learn moreHIPAA Compliant Document Sharing: How to Send Medical RecordsMay 27, 2025 — Secure and Trustable Electronic Medical Records Sharing Using Blockchain. Blockchain is a distributed ledger technolog…Compliancy Group570-Does HIPAA permit health care providers to use e-mail to …Feb 6, 2009 — Note that an individual has the right under the Privacy Rule to request and have a covered health care provider communi…HHS.gov(function(){
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What is the success rate of PGT-A testing?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview PGT-A does not have a single “success rate” because it’s a tool to improve IVF outcomes, not a direct measure of success. Instead, PGT-A helps identify chromosomally normal (euploid) embryos for transfer, which increases the likelihood of a live birth, particularly for older women or those with previous IVF failures. For example, in one study, live birth rates per euploid transfer were high, and for women undergoing multiple transfers, the rate of live birth with PGT-A can be significant.  What PGT-A does:

• Identifies chromosomally normal embryos: PGT-A screens embryos for large chromosomal imbalances to help select the healthiest ones for transfer. 
• Increases the chances of a successful pregnancy: By transferring only euploid embryos, the chances of a clinical pregnancy and live birth per embryo transfer increase. 
• May lead to fewer transfers: Identifying euploid embryos can reduce the number of embryo transfers needed to achieve a live birth. 

Factors influencing success rates:

• Age: Success rates are influenced by the female partner’s age, with older women benefiting more from PGT-A to improve their chances of a live birth per transfer. 
• Number of transfers: For women undergoing multiple transfers, the cumulative chance of a live birth with PGT-A can be high. 
• Euploid embryo transfer: A transfer of a PGT-A-tested euploid embryo significantly improves the likelihood of implantation and a live birth. 

PGT-A is not a guarantee of success but a tool to optimize the IVF process 

• Accuracy: The accuracy of PGT-A is very high, around 98%, but it’s not 100%. There’s a small chance of misdiagnosis. 
• It is a screening tool: PGT-A is a screening tool, not a diagnostic one, and cannot detect all genetic conditions. 
• Individual circumstances matter: It’s essential to discuss personal circumstances and potential outcomes with a fertility specialist, as individual factors can significantly influence success rates. 

AI responses may include mistakes. Learn morePGT-A Preimplantation Genetic Testing for AneuploidiesJul 19, 2024 — How accurate is PGT-A? PGT-A is a chromosome screening test or embryo grading with a high accuracy rate of up to 98%, MedPark HospitalWhat is the success rate with PGT normal FET? : r/IVF – RedditDec 8, 2022 — The success rate is 60-70% per embryo with a 10% risk of miscarriage so 50-60% chance of live birth per euploid transfe…Reddit · r/IVF(function(){
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What does Igenomix test for?

Our technology, Next-Generation Sequencing (NSG), allows us to analyze all 24 chromosomes. Chromosomal abnormalities are detected prior to embryo transfer to enable ranking of embryos for transfer and increase pregnancy rates.

How long does Igenomix genetic testing take?

The clinician that has requested the test will receive the results. Pre-PGT-M results will be available within 3 weeks for common mutations and 6 weeks for the non-frequent mutations, from receipt of samples by Igenomix. PGT-M results will be available within 10 working days from receipt of samples by Igenomix.

How long does it usually take to get genetic testing results back?

How long does it take to get test genetic results back? Genetic test results typically take 2-4 weeks to come back. Some disease specific tests can be ordered for patients making immediate medical decisions, so we get results back sooner, typically 5-12 calendar days.