Curb-to-Curb. Door-to-Door. Door-Through-Door. Is Your Insurance Keeping Up?

#MedRideMonday | Curb-to-Curb. Door-to-Door. Door-Through-Door. Is Your Insurance Keeping Up?

Your driver arrives for a scheduled pickup. The passenger needs a little extra help getting to the van.

Seems simple enough. But what happens when the assistance your driver provides goes beyond what was originally scheduled?

In NEMT, not every trip involves the same level of service.
🚐 Curb-to-Curb: The passenger is picked up and dropped off at the curb. Depending on the service agreement, some assistance may be included.
🚪 Door-to-Door: The driver assists the passenger between the vehicle and the outside entrance of the pickup or drop-off location.
🏠 Door-Through-Door: Assistance extends inside the home or facility, not just to the entrance.

The difference might sound small, but from a safety and insurance standpoint, it matters.

Here's something NEMT operators should think about:
If your company is contracted for curb-to-curb transportation, but your drivers routinely assist passengers into their homes, does your insurance reflect that additional service?

What if a passenger falls on the front steps? Or your driver is injured while helping someone through a doorway?

These situations can raise questions about your company's responsibilities and which insurance policy responds.

Commercial Auto, General Liability, and Professional Liability don't necessarily cover the same activities. Loading/unloading and patient-handling exclusions can also affect coverage.

Three things worth reviewing:
✅ Know your service levels. Make sure your broker agreements, dispatch instructions, and actual operations match.
✅ Train your drivers. They should know what assistance they're authorized and trained to provide, and what to do when a passenger needs more help.
✅ Check your coverage. Does your insurance address the passenger assistance your drivers actually provide? Have you reviewed loading/unloading and patient-handling exclusions or endorsements?

At Southeastern Insurance Agency, we believe a good insurance review starts with understanding how your business operates, not just looking at your policy limits.

Here's a question for NEMT owners:
Does your insurance reflect the services your drivers provide today, or only the services you originally told your agent you would provide?

Because sometimes, the biggest coverage concern isn't what happens on the road. It's what happens between the front door and the van.

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