Brokered Rides FAQ
Common questions about how brokered ride authorization and assignment works.
Why does my ride still show "Authorizing"?
Roundtrip's authorization team is actively working with the broker to authorize and arrange transport through their network. This typically takes about an hour.
I got a denial email — what now?
Check the denial notes for the reason (often missing information or a medical necessity issue). If it's a missing-info issue, cancel and rebook the ride with the missing details included, and our team will try again. You can also try a different insurance payer, or switch to facility- or patient-pay if your organization allows it.
Why doesn't the ride show an assigned provider yet?
You'll see a placeholder provider in Roundtrip while the broker arranges transport — brokers often can't confirm in real time. Once a company is assigned, Roundtrip passes your contact info to them, and their contact info appears on the ride if you'd like to follow up directly.
There's an ETA on the ride — is that when the provider will arrive?
Once authorized, brokers have a 3-hour window (from the time shown in Roundtrip) to provide transport for a same-day discharge — the listed time isn't a guaranteed arrival time.
The provider hasn't arrived within 3 hours — what should I do?
Contact the broker directly to check on the assignment and authorization status. If this keeps happening, consider trying a different insurance payer instead.