Help and FAQ’s
How do I contact my health plan representative?
- United Healthcare: 800-832-4643
- MHS: 317-291-9318
- CareSource: 317-291-9318
- IU Health: 888-491-5481
- Humana: 317-291-9318
Who can book my ride with LCP Transportation?
You, health care providers, parents/guardians, authorized health plan representatives or Case Managers/Care Coordinators.
Can I book a ride online?
Click below to view videos how to book your ride online at lcptransportation.com, under Member Login.
Am I eligible for transportation?
The best way to find out and understand your transportation benefits is to contact your health care provider, as each plan is different.
What information does a member need when reaching out to book a ride?
Please have the below information available when reserving a trip:
- Your first and last name
- Healthcare plan name and Member ID # (refer to your health plan card)
- Your address and phone number
- Provider’s name, address, phone number and specialty
- If you have an appointment, time, pick up location and requested return time (include cross streets whenever possible)
- Is anyone riding with the member, relationship to individual and his/her age
- Level of service. (Are you able to walk or do you use a wheelchair?)
- Provide same information for the return trip if required
- Special instructions, such as requesting that the vehicle operator announce their arrival, medical equipment you will be bringing, e.g., wheelchair
When can I schedule my ride?
You can schedule your ride by logging into or contacting the LCP Transportation number for your healthcare provider below.
Allow for enough time for advance notice as your transportation benefit may require this.
We are available 24/7/365 to help schedule your ride for urgent needs and/or hospital discharges.
If a medical emergency, call 911.
How far in advance can I schedule my ride(s)?
Each healthcare plan has their own advance notice requirements for the transportation benefit. You will need to contact your appropriate healthcare partner to find out the specific requirements from your health care plan.
Does my ride cost me anything out-of-pocket?
Nope! If you are within your eligible rides as outlined in your healthcare plan for transportation benefits, you will not be expected to pay for dispatched rides.
I’m running late. Will my driver wait for me? If so, how long?
We ask that you do your best to be on time and available. The drivers will wait up to 10 minutes after arrival time at the pick-up location. Also, please note that drivers may arrive 15 minutes before the scheduled pickup time.
If you know you are going to be late, please call the number for your health plan representative, listed in the first question on this page.
My driver is late or never showed and I’m going to miss my appointment. What should I do?
First and foremost, call the number for your health plan representative, listed in the first question on this page to see if we have an alternate transportation that is closer. If you are in a rural area or not easily accessible at the time, we will do our best to schedule a replacement ride as soon as possible.
We make every effort to ensure your driver is on time, but there may be occasions where they are delayed as traffic conditions may cause a driver to be late.
Communication is key in these types of situations. Please call the number for your health plan representative, listed in the first question on this page with any complaints. All complaints will share and handled appropriately.
What do I do if I need to modify a schedule ride or cancel a reservation?
You can make changes to your ride by logging into your Member Account at lcptransportation.com or by calling the number for your health plan representative, listed in the first question on this page. We will do our best to accommodate your changes if short notice.
Do I have to wear a face mask or covering during my trip?
Yes. We require that everyone wears a proper face mask, covering their nose and mouth, during every ride. This is a federal requirement on all public transportation as recommended by the CDC.
Can I travel with my pet or service animal?
Yes, you are allowed to travel with any kind of service animal.
Trip Detail Questions
What types of transportation is provided?
The level of service and type of vehicle used varies based on your needs, circumstances and of your health plan. We use sedans, vans, taxi’s or rideshare. Another option may be mass transit, rides using local public transportation such as buses, rail, or taxi, if available in your location and health plan.
If you require a wheelchair, we will provide wheelchair-accessible transportation. For patients with more complex needs or limited physical mobility, we may use stretcher vans or a non-emergency ambulance.
If you can drive yourself to and from your appointment, mileage reimbursement is also an option and if your health plan allows.
Is there a mileage limit to my appointments?
You will need to check with your healthcare plan for specific details on any mileage limits as some healthcare plans limit mileage to and from your clinical visits. If your clinical visit is beyond the mileage limit you must have approval from your healthcare plan prior to the trip.
What are the maximum trips per year I can take?
Every health plan is different and there are some plans that do have a hard stop on rides once you have reached your maximum trip eligibility for the year. Check with your health plan for details regarding possible trip limits.
Can I call and schedule a return time if I do not know?
You can call the number for your health plan representative, listed in the first question on this page to check your scheduled time or to let them know you are ready for a ride home. The healthcare partner will provide you with an estimated time of arrival of your driver and will tell you the latest the driver could arrive.
What is “will-call pickup”?
When you do not know the exact time, you will be finished with your appointment, it is called a “will-call pickup”. When making your reservation ensure you let the healthcare plan know you are setting up the ride as “will-call”. On the day of the trip, call the number for your health plan representative, listed in the first question on this page and let them know you are ready for pick-up.
Will-call wait times vary by health plan. The more common is one hour, but some healthcare plans have 30 minutes, 60 minutes, or 90 minutes wait times.
The healthcare plan will inform you the latest the driver could arrive.
Can I travel with someone (i.e. a care taker or relative)?
Most healthcare plans allow one escort to accompany members who are under the age of 21 or those with disabilities. You will need to call the number for your health plan representative, listed in the first question on this page and check with your health plan on whether anyone else can accompany you, including caretakers and children under the age of 18.
Can the drivers come into my house?
No. The drivers may not come inside your home unless it is outlined in your health plan based on the level of service of your needs and limited physical mobility. Your healthcare partner will let you know what is allowed when you schedule your ride.
I or someone booking a ride does not speak English. Are there non-English speaking methods to book a ride?
When you call the number for your health plan representative listed in the first question on this page, they service a wide variety of languages. They also have agents and trained interpreters available to speak to you in your preferred language.
For 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. The interpreter services are available 7 days a week, 24 hours a day, and 365 days a year at no cost to you.
How do I arrange a ride if I am hearing impaired?
You will call the number for your health plan representative, listed in the first question on this page, and they can provide the TTY number for hearing impaired to schedule a ride.
Do I need to provide my own wheelchair?
Yes. It will be your responsibility to provide your own wheelchair for trips.
We will ask questions when scheduling your ride about the type and size of the wheelchair. Also, the member’s height and weight to ensure the appropriate vehicle is sent.
Do I need to provide my child a safety seat?
Yes. The driver cannot transport a child without a safety seat as it is required by law. You will need to provide your own child safety seat. You are also responsible for installing and securely fastening your child safety seat. You must bring the safety seat with you to your appointment, it cannot stay in the driver’s vehicle.
I need to file a complaint about a ride experience. How do I file?
Please call the number for your health plan representative, listed in the first question on this page with any complaints. All complaints will be shared and handled appropriately.
I had a great experience with my ride and the employee was very helpful. How can I let them know?
Please call the number for your health plan representative, listed in the first question on this page directly. The driver and kudos received will be relayed shared with the employee.
Who do I contact if I have questions on something else?
If you need further assistance, please call the number for your health plan representative, listed in the first question on this page.