Palo Alto FireMed Frequently Asked Questions

• All permanent residents of the subscribing household are covered in addition to umbrella coverage for visitors to your home that experience an emergency when ambulance service is needed. 

• For business subscribers, all employees are covered. Visitors and guests at the business are not covered. 

• Everyone subscribed is covered if they’re picked up within the City of Palo Alto limits. If you’re transported to a hospital is outside of Palo Alto, the subscription still provides coverage.

• The fastest way to enroll is online. Click here for the Residential or Business enrollment and submit your online registration.  

• You may also email us at FireMed@paloalto.gov or call the dedicated program line at (650) 838-2808.

The monthly fee for the program is added to your City of Palo Alto Utility bill.

• Residential subscription fee is $8 per month.  

• Business subscription monthly fees range from $20-$1,000 per month, based on employee headcount. See table below.

If you move from a location in Palo Alto to another residence or business address within Palo Alto, your membership will need to be updated accordingly.

Call the Palo Alto FireMed ambulance subscription program at (650) 838-2808 or email FireMed@paloalto.gov.

A subscription provides unlimited emergency ambulance transports for the subscribing household, all permanent residents of the household, and any visitor to the subscriber's household (the visitor must be picked up at the subscriber's household). This holds true for Palo Alto businesses and their employees.

• When the Palo Alto Fire Department charges insurance companies for transportation, there is no guarantee that your insurance company will cover all the charges. The charges may be denied or only partially paid, or your deductible may result in an unpaid balance for which you are responsible and typically costs hundreds of dollars. 

• As a Palo Alto FireMed member, you don’t have to worry because you are not responsible for any costs at the time of the ambulance ride. Also, keep in mind that your membership covers your guests who may not have the same insurance as you do and may need that extra financial protection in an emergency. Subscribing to the program gives you peace of mind for yourself and guests to not worry whether your insurance will pay the ambulance bill. The monthly fee is only a fraction of most insurance companies’ deductibles.

• When you take an emergency medical ambulance ride within the Palo Alto city limits, a Palo Alto Fire Department ambulance will likely transport you - or a County-maintained ambulance will arrive if all PAFD ambulances are otherwise occupied. As a Palo Alto FireMed member, you may receive an invoice or bill from Digitech, the ambulance insurance billing company that handles billing for the Department. FireMed members are not required to pay the amount on the invoice. Please call Digitech at (888) 980-9213 to verify your membership and waive potential fees.

Palo Alto FireMed is not an insurance company - we are a provider of services. In order to provide the current level of emergency service to the community we must attempt to recover the costs associated with treatment and transportation. Through the monies collected from treatment and transportation charges, and membership fees, the current system of pre-hospital emergency services in our community is greatly enhanced.

No. Medi‐Cal does not require a co‐payment or deductible for emergency medical transportation; therefore, this program is not beneficial to you. 

No. Your Palo Alto FireMed membership is for emergency transports only, from a Palo Alto location to an emergency-receiving hospital. The types of non-emergency transports such as those stated in the question can be provided by any ambulance company provider, but they will not be covered by your Palo Alto FireMed membership. 

• Even if you aren't subscribed to Palo Alto FireMed, you will always receive the highest level of emergency treatment and transportation when you call 911.  

• As a non‐subscriber, you will be billed for the emergency ambulance transportation. You may give the bill to your insurance company, and you will be responsible for any co‐payment or deductible.  

Palo Alto FireMed members who receive an emergency medical ambulance ride will typically be transported to a county approved receiving facility. To be covered by Palo Alto FireMed, the point of origin needs to be within Palo Alto city limits; location of the hospital does not determine eligibility.

If the car accident happens within the City of Palo Alto and if the passengers are Palo Alto FireMed subscribers themselves or guests of a participating household, then they would be covered.

No, this program only covers emergency medical ambulance transportation from within Palo Alto City limits.

You will need to provide your name, employer information, and the City will contact the agency to verify your employment.

You may cancel your membership at any time. The cancellation will become effective on your next utility bill date. Please email FireMed@paloalto.gov and include your name, address, and telephone number.