Quick answer: When a NEMT broker stops sending trips to a provider who was already credentialed, one of the most common causes is the certificate of insurance on file. It expired at your policy renewal and the broker never got the new one, the policy was cancelled or set to cancel, a vehicle isn't covered the way the broker requires, or the certificate no longer matches what the broker contract asks for. Check the compliance or document status in your broker portal first, then put your current certificate next to the insurance section of your broker contract and compare them line by line.

Key takeaways:

A certificate of insurance has an expiration date. When your policy renews, the broker needs a new certificate. Many providers get paused because nobody sent it.
If the broker is set up to be notified of cancellation, a cancellation or non-renewal notice on your policy can reach the broker before it reaches you.
A new van that isn't on your commercial auto policy, or isn't on the certificate the broker has, is a common reason trips dry up for a vehicle.
"Additional insured" typed on a certificate is not the same as being named additional insured by an endorsement on the policy. An audit that checks for the endorsement will fail it.
Broker requirements can change when the contract renews. A certificate that passed last year can fail this year.
Not every pause is insurance. Driver credentials, vehicle inspections and service complaints can stop trips too. The portal usually tells you which one it is.

Read this before anything else: broker requirements are private contract terms, not law. They vary by broker, by state and by contract year, and they change without notice. Nothing here is a number to write down. The requirement that governs you is the one in your actual broker contract, so confirm every item against that document before you change anything.

Why Would a NEMT Broker Stop Sending Trips?

Brokers can only assign trips to providers who are in compliance with their contract. Insurance is one of the items they check, and it is one of the items that changes on a schedule. Your policy renews every year. Your broker contract renews on its own schedule. Every one of those dates is a chance for the paperwork the broker has on file to stop matching your actual coverage.

When that happens, the broker usually doesn't call to ask what's going on. The provider just stops showing as eligible, and the trips go to someone else. From the outside it looks like the work dried up. From the broker's side, a document expired.

Why Does a Certificate of Insurance Fail Broker Credentialing?

A certificate fails when it doesn't prove what the broker contract asks for. The recurring misses we see are the same ones that delay new credentialing files:

Commercial auto liability below the broker's required minimum. The broker minimum commonly runs higher than your state's floor. A $1 million combined single limit is commonly seen, and some contracts ask for more. Your contract is the only number that counts.
No sexual abuse and molestation (SAM) coverage shown. Several broker networks require it or strongly prefer it, and it has to appear on the certificate explicitly.
The broker's legal name wrong or missing in the additional insured field. It has to match the contract exactly, including the entity type and spelling.
Additional insured shown on the certificate but not endorsed onto the policy. A certificate is a summary. Additional insured status is created by an endorsement on the policy, and if the endorsement isn't there, neither is the coverage.
No advance notice of cancellation endorsement, when the contract calls for one.
The wrong ACORD forms, or incomplete ones. Brokers commonly want an ACORD 25 for commercial auto and an ACORD 126 for general liability and workers' comp.

Any one of these can hold up a new file for weeks. On an active account, the same miss can pause the trips you already had.

What Happens to Your Trips When Your Policy Renews?

Your certificate shows your policy dates. On the day your policy renews, the certificate the broker has on file shows coverage that has ended, even though you renewed and you're fully covered.

This is the most fixable cause on the list, and it catches a lot of operators. You paid the renewal and the policy is in force, but the broker's system only sees an expired document. The fix is to get the renewal certificate to every broker you work with before the renewal date, not after the trips stop.

Two things make this easier:

Know your dates. Write your policy renewal date and your broker contract renewal date in the same place. They are rarely the same day.
Ask your agent to send renewal certificates to each broker as a certificate holder. Then check the broker portal a week after renewal to confirm the new document was accepted.

Can a Cancellation Notice Stop Your Trips?

Yes. Many broker contracts ask to be notified if your policy is cancelled, and some ask for advance notice by endorsement. That protects the broker, but it also means a cancellation or non-renewal notice can go to the broker at the same time it goes to you.

If a payment is missed and the carrier issues a notice of cancellation, the broker may pause your account while the notice is open, even if you pay the next day and the policy is reinstated. When that happens, get proof of reinstatement or a fresh certificate to the broker right away, and confirm in the portal that the status changed back.

What If You Added a Van?

A vehicle that isn't covered the way the broker requires can't take trips. When you add a van, two things have to happen. The vehicle has to be added to your commercial auto policy, and the broker needs updated proof that shows it, in whatever form the contract asks for. If the broker lists vehicles by VIN, a typo in the VIN can be enough for a mismatch.

And remember: personal auto doesn't cover NEMT work, and a rideshare or delivery endorsement isn't commercial auto for scheduled patient transport.

Is It Always an Insurance Problem?

No. Brokers check more than insurance. Driver background checks and training, vehicle inspections, Medicaid enrollment status, complaints and on-time performance can all affect whether a provider gets trips. Before you assume it's the certificate, look at the compliance or document status in your broker portal. It usually names the item that's out of compliance. If the item is insurance, the rest of this article is your checklist.

What Should You Do This Week?

Check the broker portal. Find the compliance or documents section and note anything marked expired, missing or rejected.
Pull the insurance section of your broker contract. The actual contract, not the recruiter's summary email.
Put your current certificate next to it and compare them line by line. Limits, SAM, additional insured name, notice of cancellation, the forms the broker asks for, and every vehicle.
Ask your agent three questions. Is the broker named as additional insured by endorsement, or only on the certificate? Will renewal certificates go to the broker automatically? Is every vehicle I run for this broker on the policy?

We put the full list of what brokers commonly require, and the certificate errors we see most, on our NEMT broker credentialing page. There's also a free NEMT insurance guide you can get sent to your inbox. If you're still getting credentialed for the first time, start with our breakdown of what insurance NEMT companies need to get credentialed.

We work with NEMT and commercial transport operators in the eight states we're licensed in: Louisiana, Texas, Arkansas, Oklahoma, Tennessee, Georgia, Alabama and Mississippi. Send us your broker's requirements and your current certificate, and we'll tell you what's missing before the broker does.

Want a second set of eyes on your coverage? Book a free insurance review: https://calendar.app.google/VAXw1WFmRwkG2zjS7

This article is general information, not legal advice or a coverage determination. Coverage depends on the actual policy language and your broker contract.

Why Did Your NEMT Broker Stop Sending You Trips?