Frequently asked questions (FAQs)

Our transportation benefit, powered by Roundtrip, is available to the following members who have both diabetes and congestive heart failure::

• Keystone 65 Basic Rx HMO
• Keystone 65 Focus Rx HMO-POS
• Keystone 65 Preferred HMO
• Keystone 65 Select HMO
• Personal Choice 65 Elite Rx PPO
• Personal Choice 65 Prime Rx PPO
• Personal Choice 65 PPO

This benefit covers 24 one-way rides within 80 miles (or 12 round-trip rides) per year to plan-approved, non-emergency medical facilities at no cost.

Call the Independence Transportation Line, powered by Roundtrip, at 1-877-661-1864 (TTY/TDD: 711) when you need your ride. Book your rides at least 48 hours in advance or schedule them weeks or months in advance (but within the benefit period). Representatives are available 24/7. Have your member ID card available when you call. Provide the pickup and/or drop-off location name and address.

Roundtrip offers 24/7 ride support. To book, cancel, or edit a ride, please call the transportation line at 1-877-661-1864 (TTY/TDD: 711). Representatives are available 24/7. Have your member ID card available when you call.

The Roundtrip customer service team will help you book a ride via rideshare service (Uber/Lyft), taxi, medical sedans, or wheelchair van, depending on your mobility needs.

When you book your ride, you will confirm your phone number and notification preference (text or call) with the Roundtrip customer service representative. You will receive ride notifications, such as a ride reminder, driver assignment and contact information, pickup status updates, and more.

No. To book your ride, call the Independence Transportation Line, powered by Roundtrip, at 1-877-661-1864 (TTY/TDD: 711) at least 48 hours in advance of when you need your ride. Representatives are available 24/7. Have your member ID card available when you call. Provide the pickup and/or drop-off location name and address.

No. You will receive ride notifications via text message or phone call. Ride notifications include ride reminders, driver assignment and contact information, pickup status updates, and more.

A family member or friend can manage this process for you. This should be someone you trust with viewing and having access to your personal health information. This person is known as a personal representative (power of attorney or legal guardian). To authorize Independence and Roundtrip to speak with this person, you must have a current and complete Appointment of Representative (AOR) form or equivalent written notice on file with Independence.

You and your personal representative will need to complete and return the AOR form or equivalent written notice to our Member Correspondence team.

Missing information will result in delays in processing your AOR form.

Please mail or fax the completed form to:

Address:

Member Correspondence
P.O. Box 41890
Philadelphia, PA 19101-1890

Fax:

1-888-457-3013

Independence has contracted with Roundtrip, an independent company, to manage the Independence transportation benefit for certain Keystone 65 HMO and Personal Choice 65 PPO plans.