Trip Detail Questions

  • What types of vehicles do you use for transportation?

    The type of vehicle depends on your needs and the requirements of your health plan. We use sedans, vans, taxi’s or rideshare. Another option may be mass transit (buses or rail transit), where available in your location and health plan.

    If you require a wheelchair, we will make sure that the vehicle can hold a wheelchair. For patients with more complex needs, we may use stretcher vans or a non-emergency ambulance.

    Mileage reimbursement is also an option if you can drive yourself, and your health plan allows. Download a mileage reimbursement form.

  • Is there a mileage limit?

    Some healthcare plans limit mileage to and from your clinical visits. You must have prior approval from your health plan for trips beyond the mileage limit. Check with your plan for specific details on any mileage limits.

  • Is there a limit to the number of trips that I can take?

    Some plans limit trips to a certain number per year. Check with your health plan for details regarding possible trip limits.

  • What if I’m not sure of my return time?

    You can call customer service to check your scheduled time or let us know when you are ready for your ride home. The customer service representative will provide you with an estimated time of arrival and can also will tell you the latest the driver could arrive.

  • What is “will-call pickup”?

    We call it a “will-call pickup” when you do not know the exact time you will be done with your appointment. When you’re scheduling your reservation, let the customer service representative know you’d like to setup your return ride as a “will-call”. Then, on the day of the trip, simply call customer service to let us know you’re ready to go.

    Will call wait times vary by health plan. Most commonly one hour, but some plans have 30 minutes, 60 minutes, or 90 minutes wait times.

    The customer service representative will tell you the latest the driver could arrive

  • Can I bring someone on my ride?

    Most plans allow one escort to accompany members who are under the age of 21 or those with disabilities. Check with your health plan on whether anyone else is allowed, including caretakers and children under the age of 18.

  • Are the drivers allowed to come into my house?

    No, drivers may not come inside your home unless specified by your health plan based on your level of service need. We will let you know what is allowed when you schedule your ride.

  • I do not speak English. Is there someone who can assist me with scheduling my ride?

    When you call our customer service, we have agents or trained interpreters available to speak to you in your preferred language.

    If you need translation assistance, you will be asked your preferred language at the beginning of the call. We will then connect with an interpreter that will provide support to our Customer Service Representatives. The interpreter services are available 7 days a week, 24 hours a day, and 365 days a year at no cost to you.

  • I am hearing impaired. How do I arrange for a ride?

    We have a TTY number for hearing-impaired members to call: 1-866-288-3133.

  • Do I need to provide my own wheelchair?

    Yes. You will need to provide your own wheelchair for trips.

    When scheduling your ride, we will ask questions about the type and size of the wheelchair, and the user’s height and weight to make sure an appropriate vehicle is sent.

  • What about child safety seats?

    You will need to provide your own child safety seat. You will also be responsible for installing and securely fastening your child safety seat. The driver will not transport a child without a safety seat as required by law. You must bring the safety seat with you to your appointment. It cannot stay in the driver’s vehicle.

  • What if I want to file a complaint?

    We work hard so that you have a good ride. But we understand that there are times when service issues may occur. Please share your complaint by filling out this form. Or if an urgent matter, you can contact the Member Experience team by calling 1-800-486-7647 and select Option #4.

  • How can I let you know that a driver or one of your employees were especially helpful?
  • What if I have a question about something else?

    If you can’t find an answer to your question and need further assistance, please contact us. We’re happy to help.