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Frequently Asked Questions

Popular questions

Won’t my insurance pay for an ambulance or emergency medical transports?

Due to the nature of modern health insurance, there’s a chance that you could be responsible for a large portion of your emergency transportation bill. Even if health insurance covers part of your bill, there are many scenarios where they may not cover the total cost. The ambulance that picks you up may be out-of-network, the reason for your trip may not be deemed a medical necessity, or you might still have to meet your health insurance deductible.

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What if the ambulance that picks me up is out-of-network?

There are over 10,000 ambulance companies operating in the United States. Some companies are run by cities and states, others are run by local or national companies. Most insurance plans only cover in-network ambulance companies. Even if you're heading to an in-network hospital, the ambulance itself could be out-of-network and leave you with a "balance bill." MASA offers coverage for ALL ambulance companies operating in the United States and other coverage areas, including Canada, Mexico, the Bahamas, Bermuda, and the Caribbean (excluding Cuba).

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What is medical necessity?

In order for health insurance to accept an emergency medical transport claim, they first need to decide whether or not the ambulance trip was a medical necessity. Medical necessity is established when the patient's condition requires emergency transport and any other means of medical transportation solutions (besides an ambulance) would endanger the individual's health. Sounds pretty vague, right? In many situations it is, which is why it's so important to protect yourself with comprehensive coverage like MASA. Say you're experiencing symptoms commonly associated with a heart attack and end up taking an ambulance to the hospital. If your health insurance decides that the cause of your symptoms (perhaps indigestion, heartburn, or a panic attack) doesn't meet their requirements for an ambulance, they could deny your claim and leave you on the hook for thousands of dollars. At MASA, we address your medical transport claims, even if your health insurance denies them.

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What is a deductible?

A deductible is the amount of money you pay for health care services before the insurance begins to pay. In the context of an ambulance ride, you could end up paying a majority of the bill just to meet your deductible. Essentially, this means that your health insurance could leave you on the hook to pay most of the ambulance bill, even though you pay your monthly premium.

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Which ambulance company can I use?

At MASA, we work with all emergency transportation providers. In the event of an emergency, simply call 911 and get to the hospital. When you receive the bill from the ambulance company, just send it to us. There are thousands of ambulance companies operating throughout our coverage area. When you become a MASA member, you are effectively covered by all of them.

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Should I pay the ambulance bill?

If you are a MASA member, please refrain from paying your ambulance bill. We will take care of it for you. Send the bill to MASA with your member number clearly written on the front. You can either email your bill to, fax it to 817-681-2399, or mail it to MASA – Member Services at 1250 S. Pine Island Road, Suite 500, Plantation, FL 33324. You can also log in to the members section of our site to file a claim or check the status of an existing claim.

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Do I call MASA at the time of an emergency?

No. In the event of an emergency, call 911 and get yourself or your loved one to the hospital. Later, when you receive a bill from the ambulance company, simply send it to us. However, if you are in stable condition and the doctor wants to send you to a different medical facility for specialized care, call us and we will help to facilitate transportation.

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Does MASA provide coverage if I get sick outside the US?

For most plans, the basic coverage area for MASA includes the United States, Canada, Mexico, the Caribbean (excluding Cuba), the Bahamas, and Bermuda. If you plan to travel outside these areas, you must provide MASA with your itinerary 10 days before your trip to adjust your global emergency medical transportation coverage area. Please check your plan documents to confirm if you have international coverage.

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How can I sign up for a seminar in my area?

Signing up for a seminar is easy. Visit and select your city from the dropdown menu or call the MASA Seminar Hotline at 855-941-2455.

Don't see a seminar near you? Click here to schedule your own one-on-one consultation with one of our knowledgeable counselors.

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How do I log into the member portal?

Click on "Members" at the top right corner of the header. Follow the steps on the "Member Log In" page to register online.

If you’re having trouble logging in, try to reset your password. If you are still having trouble, please call MASA at 1-800-643-9023. There may be a discrepancy with the information on file.

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Which MASA plan is right for me?

The best way to figure out which plan is right for you is to schedule a one-on-one consultation, either in-person or over the phone. Our friendly and knowledgeable representatives will guide you through every aspect of MASA coverage and help you identify the gaps in your current coverage. To schedule a consultation, simply click here.

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When should I call MASA?

You should call MASA after you receive a bill from any emergency medical transportation solution. You should also call if you’re hospitalized more than 100 miles away from home, are in stable condition and need:

  • To go to a different hospital.
  • A family member or friend by your side.
  • To be returned home after an emergency while traveling.
  • A pet, vehicle, RV, or motorcycle returned home after using MASA benefits.
  • To get your children or grandchildren home after using MASA benefits.

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How can I refer a friend?

Please call your MASA Sales Agent directly. If you do not have your sales agent's information, please have your friend call MASA directly at 1-800-643-9023.

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Which plan is right for you?

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