Contact Medical Mutual Customer Care toll free at 1-800-982-3117 (TTY 711 for hearing impaired) to:

• Schedule a trip
• Check on a ride status
• Cancel a ride
• Check on a driver who is late
• Ask questions

Customer Care representatives are available 8 a.m. to 8 p.m., 7 days a week, Oct. 1 through March 31 (except Thanksgiving and Christmas), or 8 a.m. to 8 p.m., Monday through Friday from April 1 through Sept. 30 (except holidays).

Please provide at least 24-hour notice if you need to cancel a ride.

For medical emergencies, please call 911.

Frequently Asked Questions

How many trips do I get?

You receive 24 one-way trips to select locations as part of your plan benefits.

How much will a trip cost me?

You don’t have to pay anything out-of-pocket to use this benefit.

What information do I need to schedule a trip?

You, or the person scheduling the trip on your behalf, must provide the following information:

• Your name
• Your date of birth
• Your Medical Mutual member ID number
• The pick-up and drop-off location information:
  • Location names
  • Addresses
  • Phone numbers
• If you need an Ambulatory (can walk on your own) or a wheelchair ride.
  • Ambulatory includes:
    • Uber/Lyft (curb to curb)
    • Taxi (curb to curb)
    • Medical sedan (door-to-door)
  • Wheelchair option questions:
    • Bringing a wheelchair?
    • Does the driver need a wheelchair?
    • Does the driver need to provide oxygen?
    • Will there be stairs at your place of residence?
• The date and time of your trip, and if applicable, your return time
• How would you like to be notified?
  • Text
  • Phone call

Please schedule all routine trips at least 2 business days beforehand. If you have an urgent request with less than two days’ notice, it will be accommodated based on the transportation network availability at that time and may not be guaranteed.

If I schedule a return trip home, does that count toward my 24-trip limit?

All 24 trips are one-way trips, so a trip to a destination counts as one trip and a return trip home would count as a second trip.

Where can I go?

A variety of health-related trips can be scheduled to take you to doctor appointments, pharmacies, labs and more.

What if the trip is over 35 miles away?

Trips over 35 miles must go through a prior approval process that is coordinated between Medical Mutual and Roundtrip.

How will I know if my hospital stay was processed as inpatient?

This benefit is only available to those who were discharged from an inpatient hospital stay. If you stayed one night or more at the hospital due to receiving emergency services or certain types of surgery, but a doctor never submitted a written order to admit you as an inpatient, then you were most likely under observation during your stay. Talk to your doctor or call Medical Mutual if you are unsure whether your hospital stay was truly considered an inpatient stay or not.

Is there a time limit on when I can schedule my trips?

You have 90 days after you have been discharged from an inpatient hospital stay to schedule your 24 one-way trips as needed. If you are readmitted to the hospital for any reason, the 90-day/24 one-way trip limit resets once you are discharged.

Can someone come with me on my scheduled trips?

Yes, one family member, friend, or personal care attendant over the age of 18 may ride along with you.

Contact Us

Call Medical Mutual Customer Care toll free at 1-800-982-3117 (TTY 711 for hearing impaired) 8 a.m. to 8 p.m., 7 days a week, Oct. 1 through March 31 (except Thanksgiving and Christmas), or 8 a.m. to 8 p.m., Monday through Friday from April 1 through Sept. 30 (except holidays).

You can also learn more about your plan benefits, claims, out-of-pocket costs and more by logging into My Health Plan, Medical Mutual’s secure member website.