Customer Care

Billing Questions

If you have a question that is not answered on the list below, please contact us.

General Questions

  1. I have insurance coverage--why did I receive an invoice?
  2. Why is a signature required before ambulance treatment and transport?
  3. What is the difference between a private ambulance service and a public ambulance service?
  4. I have no insurance coverage. What are my options?

Private Insurance Questions

  1. Do health insurance plans cover non-emergency services?
  2. Do I need to call my insurance company before my transport?
  3. My insurance company will not authorize my transport. What can I do?

Medicare Questions

  1. Does Medicare cover emergency ambulance transportation?
  2. What non-emergent services does Medicare cover?
  3. What is the difference between Medicare Part A and Part B?
  4. Why won't Medicare cover my transportation to another hospital?

Medi-Cal Questions

  1. Does Medi-Cal cover emergency ambulance transportation?
  2. What non-emergent services does Medi-Cal cover?
  3. What are the limitations of Medi-Cal coverage with ambulance transportation?
  4. I have Medi-Cal managed care (Blue Cross, HealthNet, Community Health Plan, etc...). Do I have the same limitations as other Medi-Cal patients?

I have insurance coverage--why did I receive an invoice?

During emergencies, it is possible that we were unable to obtain your insurance information. If you feel this may be the case, please contact our Customer Care Department to submit your insurance information. We will process payment through your insurance carrier. In some situations, the invoice may reflect the deductible or coinsurance-the amount not covered by your insurance.

Why is a signature required before ambulance treatment and transport?

In order for Gerber Ambulance Service to bill for your ambulance transportation and treatment, it is necessary for us to obtain a patient or guardian signature, which (1) authorizes our personnel to treat and transport the patient; (2) authorizes Gerber Ambulance to bill any insurance plans on the patient's behalf, including releasing necessary medical information concerning the claim submitted; (3) assigns any insurance benefits to Gerber Ambulance, allowing the insurance plan to pay Gerber Ambulance directly for the claim; and (4) acknowledges the receipt of Gerber Ambulances Health Information Privacy Policy.

What is the difference between a private ambulance service and a public ambulance service?

Public-safety agencies, including police, fire, and fire department ambulance services, are supported through both user fees (bills for services rendered) and tax assessments. Taxpayers fund public safety agencies through property and sales taxes, or membership fees. Private ambulance services, including those contracted with public safety agencies are not subsidized, but are funded entirely through user fees.

I have no insurance coverage. What are my options?

If you do not have insurance, the billed amount will be due within 30 days of the transport. If you anticipate having difficulties paying the entire balance, please contact one of our Customer Care representatives to arrange a structured payment plan. We also accept all major credit cards. If you do not have insurance but would like to arrange for transportation, we require a deposit based on the estimated cost of the trip.

Do health insurance plans cover non-emergency services?

Most insurance companies will cover both emergency and non-emergency ambulance transportation services if the insurance provider deems the transport medically necessary. Each insurance company sets their own standards and processes by which they determine whether or not a particular type of transport is covered.

Do I need to call my insurance company before my transport?

If you have a medical emergency you should not stop to call your insurance company. Call 9-1-1 instead. If you do not have a medical emergency it is usually a good idea to check with your insurance company to make sure a particular service will be covered. If you require assistance, our Customer Care representatives will be more than happy to assist you. When calling, please have your insurance card or information available, including the insurance carrier name, policyholder name, policy number, group number, and the toll-free number listed on the back of the card.

My insurance company will not authorize my transport. What can I do?

Oftentimes, denials are due to the fact that the transport is elective (not medically necessary), or the attending physician has not certified the transport or transfer as medically necessary. If your insurance company will not authorize payment for the transport, please contact our customer care department for assistance. We may be able to set up alternative transportation options that may be eligible for insurance coverage, or arrange a structured payment plan.

Does Medicare cover emergency ambulance transportation?

In virtually all emergency situations (transport to an emergency department, 9-1-1 calls), ambulance transports are covered. If you have a medical emergency, do not hesitate to call 9-1-1.

What non-emergent services does Medicare cover?

Medicare and Medicare Advantage will cover non-emergency ambulance transportation services if the transport is certified by a physician as being medically necessary (though there are limitations and exclusions). If you have Medicare Advantage or a Medicare supplemental insurance such as AARP, SCAN, or Secure Horizons, you may have more coverage options. If you have any questions, please contact our Customer Care department for assistance.

What is the difference between Medicare Part A and Part B?

Medicare Part A is insurance for hospital services offered to all eligible beneficiaries. Part A covers inpatient care, blood transfusions, limited skilled nursing care, hospice, and home health care. Part B is optional coverage, which covers many outpatient procedures, tests, doctor's office visits, and medically necessary ambulance transport. It is important to note that Medicare does not cover 100% of the bill for services; there may be limitations and exclusions. If you do not have Part B, you will be billed directly for ambulance transport services.

Why won't Medicare cover my transportation to another hospital?

Medicare will not cover the cost of an ambulance transport if the services offered by the hospital you are staying in are at the same level of care as the hospital you wish to be transferred to. The same holds for hospital services as well, if you are already admitted. For Medicare to authorize a transfer, the hospital you are requesting must have services (vital to your treatment) that are not offered at the hospital you are currently admitted to. Patient or family preference, personal physician's admitting privileges, or location of medical records are usually not sufficient reasons.

Does Medi-Cal cover emergency ambulance transportation?

In virtually all emergency situations (transport to an emergency department, 9-1-1 calls), ambulance transports are covered. If you have a medical emergency, do not hesitate to call 9-1-1.

What non-emergent services does Medi-Cal cover?

Medi-Cal will cover non-emergency ambulance transportation services if the transport is certified by a physician as being medically necessary (though there are limitations and exclusions).

What are the limitations of Medi-Cal coverage with ambulance transportation?

Medi-Cal will not cover transportation requests that are not deemed medically necessary. This includes transfers to other hospitals due to patient or family preference. If you have Medi-Cal managed care insurance such as Healthy Families, Community Health Plan, LA Care, or HealthNet Community Solutions, you may have more coverage options. If you have any questions, please contact our Customer Care department for assistance.

I have Medi-Cal managed care (Blue Cross, HealthNet, Community Health Plan, etc...). Do I have the same limitations as other Medi-Cal patients?

There are many different kinds of Medi-Cal managed care plans, each with different types and levels of benefits. Please contact our Customer Care department for assistance. When calling, please have your insurance card or information available, including the insurance carrier name, policyholder name, policy number, group number, and the toll-free number listed on the back of the card.