The Lilly Answers Center

A Promise to Our Customers

Do you have a question about a Lilly product (drug or device)? We are here to help.

Customer Service: If you are a customer and have questions regarding Lilly products, please call The Lilly Answers Center at 1-800-LillyRx (1-800-545-5979). Health care providers should also call this number to request a visit from a Lilly sales representative.

Adverse Events: Any event involving a known or suspected human death, related to a human health product or device, must be reported to The Lilly Answers Center (TLAC) at 1-800-Lilly-Rx (1-800-545-5979) immediately, within 24 hours of receipt. All other reports must be made within one business day. TLAC representatives are available Monday through Friday from 8 a.m. to 7 p.m. Eastern time, excluding company holidays.

Health professionals, patients and consumers are encouraged to report adverse events involving pharmaceutical products or medical devices:  

  • Within the United States, you may contact the Food and Drug Administration (FDA) directly by calling 1-800-FDA-1088 or visiting “Reporting Serious Problems” on the FDA’s website. 

  • Within the United States, you may contact Lilly directly by calling 1-800-Lilly-Rx (1-800-545-5979). 

  • Outside of the United States, please report per local country requirements. Visit a region- or country-specific Lilly-owned site for more information. 

Important note: Patients should always ask their doctors for medical advice about adverse events. 

Regulatory agencies and pharmaceutical manufacturers use a risk assessment and decision-making process to preserve patient safety. This process depends on the reporting of adverse events to identify potential risks of marketed medications, particularly extremely rare events that would not have been identified in clinical trials. Often, infrequent side effects can only be observed after a medication has been approved and used across a large, diverse patient population for an extended period of time. 

For this reason, it is important to report adverse events once a product is marketed. The reporting of all non-serious and serious events associated with a medication, regardless of severity or outcome enables manufacturers to ensure that health care providers have the best understanding we have about the risk profile of a medication. 

Lilly, the regulatory agencies and patients rely on voluntary reporting of adverse events so that patients can be better served. 

Adverse Event Follow-Up 

For some adverse events, Lilly may ask for additional information to understand the characteristics of the reported event as completely as possible. We may call, send a fax, send a letter with specific questions or ask your health care provider to complete an event-specific questionnaire. 

vials with orange caps in ice

Anti-Counterfeiting

Preventing Counterfeits