Applies to all Wingz drivers (independent contractors), all markets
1. The rule
All communication with a broker, health plan, or facility about a trip, a member, or an issue comes from Wingz Support — never from a driver.
That includes their dispatch lines, call centers, and member services lines, plus facility staff: case managers, care coordinators, and clinic or dialysis center employees. If you aren't sure whether a contact counts, assume it does and route it through Wingz.
Anything you'd want to say to a broker, send to nemtsupport@wingz.com instead.
2. The most common violation: calling a broker to demand a member
The issue we see most often is a driver calling a broker's dispatch line directly to demand a specific member (brokers call passengers “members”) — usually a member that driver prefers to transport — and the call frequently turns rude or argumentative. Afterward it's almost always described as “advocating for the member.”
Here is how assignment actually works:
- Brokers send trip demand to transportation providers, including Wingz, using many criteria — not just preferred-provider status. Cost, capacity, performance, vehicle type, and their own internal rules all factor in.
- Wingz can request a specific member for you. But the request has to come from Wingz Support, and we document every one.
- Brokers have told us plainly that they do not want drivers calling in. A driver calling to push for a trip won't get that trip. It damages the relationship and puts that driver's account at risk.
If you want a specific member, or you think you aren't getting enough trips, email nemtsupport@wingz.com and we'll make the request through the right channel.
3. What to do instead
| Situation | What to do |
| You want a specific member, or think you aren't getting enough trips | Email Wingz Support. Do not call the broker. |
| A broker or facility contacts you directly | Politely say Wingz will follow up, then end the conversation. Don't answer on Wingz's behalf. |
| A member complains to you during a trip | Stay professional, note it, and report it to Wingz after the trip. |
| A member misses an appointment (drop-off, timing, or facility issue) | Report it to Wingz right away with details. |
| You disagree with how a complaint about you was handled | Raise it with Wingz. Do not contact the broker to explain your side. |
| You have a complaint about Wingz itself | Raise it with Wingz directly. |
Never ask a member to pass a message to their health plan for you.
This applies even when you're right, even when a member asks you to, and even when going direct seems faster. When you go around us, we often don't learn what happened until the broker escalates — and by then there is very little we can do to defend you.
4. If this policy isn't followed
Direct contact with a broker, client, or facility is a violation regardless of intent. Depending on the situation it can lead to:
- A documented coaching conversation
- Suspension — you cannot drive on the Wingz platform while your account is under review
- Further action, up to permanent deactivation, for repeat violations or for any violation that generates a broker complaint
This is handled separately from the underlying issue itself.
Questions about this policy? Contact nemtsupport@wingz.com.