Aetna Better Health of Virginia
Schedule your ride to medical appointments
We help Aetna Better Health members get to their doctor visits across Virginia. Use MediDrive to book, change, or track your rides.
- Book online or call our support team
- Track your ride in real time
- Stay informed with live updates
24/7
scheduling availability
95%
on-time rate
Real-time
GPS tracking
How to book a ride
As a member, you have multiple ways to book a ride. Choose the method that fits you best.
Use the mobile app
This is the fastest way to book a ride. Download the MediDrive member app and schedule the right transportation for you.
- Book rides instantly from your phone
- Real-time driver tracking and ETA updates
- Easy for family members or caregivers to coordinate rides
Book a ride online
Use our member portal to schedule and manage your trips online, from any device that has a web browser.
- No download needed
- Available anytime, 24/7
- Easy to schedule or cancel rides
Chat with us online
During business hours, you can get help from a representative directly on this website.
- Forget about hold time
- Get answers without calling
- Schedule, change, or cancel rides online
Prefer to speak with someone?
If you prefer scheduling transportation by phone, our team is ready to help you.
Call our team
Medicaid Members
1-800-734-0430FIDE Members
1-844-452-9375- For reservations, choose 1
- For ride assistance, choose 2
Need another language?
We offer free interpreter services available in 200+ languages.
Hours: Mon–Fri, 8 AM – 8 PM (EST)
Need help after hours? Our automated system (IVR) is available 24/7.
It's best to have this information ready before you call so we can help you faster:
- Medicaid ID number (found on the insurance card)
- Your first and last name
- Date of birth
- Home address (including ZIP code)
- Phone number
- Medical facility details
- Appointment date, time, and address
- If anyone is traveling with you
- Special travel needs (e.g., wheelchair van)
- Special healthcare needs
When should you schedule a ride?
To make sure we have the right car ready for you, please book your ride as soon as you know about your doctor's visit.
Booking a standard ride
Here is what you should know when booking a standard ride for yourself of your patient:
- Schedule your ride at least 3 business days before your appointment.
- Have your Member ID (from your insurance card) and your appointment details ready in advance.
When you need a ride sooner
You can schedule rides with less advance notice for urgent medical conditions and life-sustaining treatments (dialysis, chemotherapy) or pharmacy trips. For these situations, please call our team:
- Medicaid members: 1-800-734-0430 (Pick option 1: Reservations)
- FIDE members: 1-844-452-9375 (Pick option 1: Reservations)
For medical emergencies, always call 911.
Need to change or cancel a trip?
If your appointment details change, please let us know at least 24 hours in advance.
- To change details: Please call our team so we can update your trip.
- To cancel a ride: Use the MediDrive mobile app, the member portal or call us.
Downloadable resources
Here are some forms and guides to help you with medical transportation
English Documents
Consent and Acknowledgement of Responsibility for minors traveling.
Trip log form necessary for mileage reimbursement requests.
Guide to submitting a mileage reimbursement request.
Step-by-step guide to downloading and using the app to book a ride.
Get a copy of ride records for your doctor, insurance or legal reasons.
Documentos en Español
Formulario de consentimiento para menores que viajan.
Formulario de registro de viaje requerido para envíos de reembolso por millas recorridas.
Formulario de registro de viaje requerido para envíos de reembolso por millas recorridas.
Mileage reimbursement program
Are you or a family member, friend or neighbor driving to the medical appointment?
Find out more about mileage reimbursementFrequently asked questions
Didn't find the answer you need?
Check out our full list of frequently asked questions.
View all questionsDo you need to file a complaint?
We try our best to make every ride safe, reliable and comfortable for you. But if something happens, we want to hear about it so we can make it right.
Share what happened
Contact Aetna Better Health Member Services at 1-800-734-0430. You can also reach out to DMAS directly. We will listen to your story and give you a tracking number.
Receive confirmation
Within 2 business days, you should receive a confirmation that your complaint is being processed. It will also contain the name of the person helping you.
Receive resolution
Every issue aims to be solved within 10 business days. You should receive a final letter explaining the outcome and any corrective actions taken.
Phone support hours
For medical emergencies, always call 911.
Routine scheduling
Monday - Friday, 8am-8pm EST
Ride help (Ride Assist)
24/7 availability
Automated phone system (IVR Self-Service)
24/7 availability