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Medicaid: Non-Emergency Medical Transportation

Wisconsin Medicaid renewals are back!

Watch your mail for your letter and renewal packet from the Wisconsin Department of Health Services. Read what DHS sends. And act when your renewal is due. No one should renew until they get their renewal packet.

For more information, please visit the Health Care Renewals page or call Member Services at 800-362-3002.

Please note: If you have a medical emergency, call 911 right away.

Person in a wheelchair entering a vehicle using a lift

You may be able to get a ride to your medical appointment if you have no other way to get there. Depending on your situation, you can get:

  • A ride.
  • Bus tickets.
  • Gas money.

Wisconsin’s non-emergency medical transportation (NEMT) manager, Veyo, is required by federal law to use the least expensive type of ride to get you to your appointment based on your needs.

If you can’t ride a bus and aren’t able to use your own car, Veyo will schedule a ride for you based on your medical and transportation needs. That may mean a specialized medical vehicle. You may have to share a ride with another rider.

View the how-to fact sheet for NEMT in English or Spanish from Covering Wisconsin.

How do I know if I can get a free ride?

You can get a free ride to medical appointments if you have no other way to get there and you’re enrolled in one of the following programs:

Read Who Can Get Free Rides to Appointments? fact sheet, P-00533

How do I schedule a ride?

You can schedule over the phone or online, depending on the following:

  • You can only schedule online if you’ve already gone to the appointment location with Veyo.
  • If you haven’t ridden with Veyo before, you must schedule over the phone.
  • If you’re going to a new appointment location, you must schedule over the phone.

Call 866-907-1493 or 711 (TTY). Make sure you have your:

  • Name.
  • Date of birth.
  • Home address.
  • Phone number.
  • Your ForwardHealth member ID (the 10 numbers listed on your ID card).
  • Your phone number and the street address where you want to be picked up.
  • The name, phone number, address, and ZIP code of the provider you’re seeing.
  • The time and date of your appointment.
  • The end time of your appointment if you know it.
  • Any special needs for the ride, including whether you’re bringing your child or a medically necessary escort or attendant.
  • The general reason for the appointment (checkup, eye appointment, etc.).

Go to Veyo’s Member Portal. You’ll need to schedule rides at least two full business days before your appointment. You’ll also need to create an account, which means you’ll need your:

  • Name.
  • Date of birth.
  • ForwardHealth ID.
  • Email address.

How do I get money for gas?

If you need gas money, you can fill out a trip log and get reimbursed for the mileage. You may get 24 cents a mile for every mile you drive to get to your appointment. This applies if you have a car and can drive yourself to your appointment but can’t afford gas.

1) Before your appointment, call Veyo at 866-907-1493 or 711 (TTY). Ask for trip logs to be mailed to you or download them online.

Veyo Medicaid and BadgerCare Plus Mileage Reimbusement Trip Log

2) Fill out the trip log with the following information:

  • Appointment date
  • Appointment time
  • Type of trip (round trip or one way)
  • Starting address
  • Health care provider’s name
  • Health care provider’s phone number
  • Health care provider’s address

3) At your appointment, ask a doctor, nurse, or front desk staff member to sign your trip log.

4) Within 12 months, submit the completed log online or send to:

  • Veyo
    8383 Greenway Blvd.
    Suite 400
    Middleton, WI 53562
    Fax: 888-512-2082

5) Veyo will send you a check or make an electronic funds transfer (EFT) directly to your bank account within three weeks. Veyo doesn’t make payments by debit card.

What’s new with Wisconsin NEMT?

Veyo began providing NEMT services in November 2021. They replaced Medical Transportation Management, Inc.

Veyo services offer a few improvements and changes, including:

  • One phone number for members—Just call 866-907-1493. See “How do I contact Veyo?” below for more information.
  • Call center improvements—These include:
    • Faster call-answering times.
    • Shorter hold times.
    • Better handling of requests for rides to same-day appointments.
    • Immediate outside review for denied services.
  • New mobile-friendly portal—Use Veyo’s portal on a computer, smart phone, or other mobile device. You can:
    • Book a routine ride from a list of your past five appointments.
    • Get information about your driver.
    • Request a pickup.
    • See where your ride is.
  • Optional text alerts—You can sign up to get text messages from Veyo about your trips. You can cancel a ride or request a return ride by text. You can also get:
    • Arrival alerts.
    • Details about your trip.
    • Information about your driver.
    • Trip reminders.
    • An option to rate your trip afterward.
  • Additional riders—You can now travel with additional riders when medically necessary, as well as others who aren’t considered medically necessary. That can include:
    • Children.
    • Legal dependents.
    • People under your care.
    • Riders requested by a health care facility.

Member webinars

We’ve hosted two webinars for members so they can learn more about NEMT. You can view the slides in English (PDF), Hmong (PDF), or Spanish (PDF).

What else do I need to know about getting a ride?

Complaints

Anyone, including health care providers, can file a complaint with Veyo about ride services. Complaints may be about things like:

  • Drivers who are late.
  • Having a hard time getting a ride.
  • Long wait times.

You can file a complaint by:

  • Calling 866-907-1493 or 711 (TTY).
  • Writing to:
    • Veyo
      Quality Assurance
      8383 Greenway Blvd.
      Suite 400
      Middleton, WI 53562
  • Logging it online.

When filing a complaint, you’ll need your:

  • Name.
  • ForwardHealth ID.
  • Date of service or trip number.

Denied services

Sometimes, a request for a transportation service may be denied. If you’re on the phone scheduling a ride and your request is denied, you can ask to be transferred to an independent reviewer who can reconsider your case.

If you’re online scheduling a ride and your request is denied, you can:

  • Appeal with the Veyo ombuds:
  • Call 866-907-1493 or 711 (TTY) and ask to file an appeal. Veyo will send you a letter when a final decision has been made. This may be the fastest way to resolve your denial.
  • Request a fair hearing: Complete the Request a Fair Hearing form and send it to:
    • Department of Administration
      Division of Hearings and Appeals
      PO Box 7875
      Madison, WI 53707-7875

You must submit your request within 45 days of the date on your denial letter.

Read How Do I File a Complaint or Ask for a Fair Hearing? fact sheet, P-00533D

  • To book, manage, and cancel trips, as well as submit complaints, call 866-907-1493 or 711 (TTY). When you call, an automated menu will give you these choices:
    • Schedule a new trip
    • Request pickup for your return trip after an appointment
    • Find out where your scheduled ride is if it hasn’t shown up
    • Change a trip
    • Cancel a trip
    • File a complaint
    • Facilities (e.g., Medicaid provider)
  • To book, manage, and cancel trips online, visit the Veyo Member Portal.
  • To view FAQs (frequently asked questions), get forms and trip logs, or to file a complaint, visit the Veyo website.

Related topics

If you want to know more about:

Last revised June 15, 2023