Others will not cover you if an ambulance is called out to see you, say, at your home, but they don't then transport you to hospital."Ms Conder said she and her husband had ambulance transport on their policy and it should have been covered."That's why you take out insurance, hoping that if something terrible happens there'll be a process."Residents get a 49 per cent discount but visitors pay full price They certainly didn't give me any assistance," she said.Bupa said it was only required to pay such a claim when ambulance services deemed a call out an emergency, unless patients had specific cover for non-emergency transport. A spokesperson said they recognised getting such a bill could be upsetting and they paid it out of goodwill."It's important to remember that ambulance providers decide whether an ambulance trip is classed as an 'emergency' or 'non-emergency', not the health insurer," they said.It has been a decade since Ms Conder lost her husband, but she said she was still traumatised.