FAQ – FREQUENTLY ASKED QUESTIONS

About ISO

Health Insurance

"What is ISO and how do I become a member?"
ISO is an organization that offers services to students who are studying outside their home country. Our main goal is to provide the best low–cost medical insurance for students. Online application is quick and easy. To become a member we suggest you review ISO’s services or click here to become a member today!
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"How do I contact ISO?"
Contact ISO by e–mail at mailbox@isoa.org, or call our office at 1.800.244.1180.
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Health Insurance

"What are Compass World Premium and Compass World?"
COMPASS World Premium and COMPASS World are ISO’s Study Abroad health insurance plans. They are affordable health insurance specially designed for American students studying abroad.

COMPASS plans are offered by underwritten by United States Fire Insurance Company, by Fairmont Specialty, a part of Crum Forster, one of the leading insurance companies in the USA. The plans provide coverage for cases that involve medical needs. The plans will cover you worldwide.
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"Is ISO an insurance company?"
ISO is a membership organization of students. ISO is the policy holder of various health insurance plans.

The collective body of students allows ISO to negotiate better insurance rates. ISO cooperates with several insurance companies.

Each insurance company underwrites a different health insurance plan for ISO. ISO members get insurance with more coverage at affordable rates.
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"What is the maximum amount of money the insurance company will pay if I get sick or injured?"

The maximum amount of money the insurance company will pay varies. Depending on the health insurance plan you chose, the amount covered is between $100,000 and $150,000. Check COMPASS for policy benefits.
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"What is a deductible?"
A deductible is the amount ($) of out–of–pocket expenses you must pay to the doctor or to the hospital before your policy will pay any benefits. The deductible is calculated per event, not per visit. Check your insurance plan’s schedule of benefits for the correct deductible that you should pay per event.
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"What is Co–Insurance?"
Co–insurance is the percentage that the insurance company will pay from the total claim, per event. It is the ratio (%) of splitting the bill between you and the insurance company. 80% for the first $5,000 means the insurance company will pay $4,000 and you will pay the remaining $1,000.
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"What is medical evacuation?"
Medical evacuation means the transfer of the insured person to the nearest hospital or medical facility in case of an emergency injury or sickness or back to his/her home country. It could be done by any necessary mean of transportation.
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"What is repatriation?"
In case of death, Repatriation covers the transportation of your remains back to your family and your home country.
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"What is a pre–existing condition?"
A pre–existing condition is any injury or illness that existed prior to the date your insurance enters into effect. A pre–existing condition includes any injury or illness that you:

• suffered from prior to the date your insurance enters into effect.
• received treatment for prior to the date your insurance enters into effect.
• were prescribed medication for prior to the date your insurance enters into effect.

"Who is eligible for ISO’s health insurance?"
You are eligible if you are a citizen or permanent resident of the United States with a current passport, and are temporarily residing outside the USA and registered in a US academic institute or on a recognized study abroad program.
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"How do I enroll for one of ISO’s plans?"
The easiest and fastest way to enroll is online. You can mail us your enrollment form (with payments by check, money order or credit card) or fax the form (credit card payment only). Visit ISO’s contact page for more information.
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"What is NOT covered by your health insurance plans?"
Every plan has a list of procedures that are not covered. Please be sure to view the plans exclusions.
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"What is a ‘Reasonable & Customary’ charge?"
A "Reasonable and Customary" charge is the amount normally charged by medical service providers for similar services and supplies in your area of living.
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"When does my health insurance plan become effective?"
Your health insurance plan becomes effective as soon as your enrollment and payment are received, processed, and approved by ISO. Your insurance may take effect on a later date if requested.
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"Can I purchase insurance for as long as I wish?"
The minimum initial insurance period that can be purchased is 3 months for any of our plans. The maximum period of insurance is 12 months. After 12 months you may renew your insurance if you are still eligible under the terms and conditions of the policy.
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"What should I do if I am sick or injured?"
You should seek treatment with any physician or hospital (in case of emergency). You may call On Call International (01– 603) 898-9159 or email at mail@oncallinternational.com for further assistance.
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"Where can I find a qualified doctor or hospital?"
You can go to the a doctor of your choice.
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"Who can I call if I am not clear about the coverage and benefits?"
If you are unclear about your coverage and benefits, contact ISO customer service at 1.800.244.1180. Our staff will be more than happy to answer your questions and help you. If you already enrolled in one of our plans and need assistance or have questions, please contact On Call directly. Their phone numbers are (800) 407-7307 (U.S. or Canada), 01–603–898–9159 (international). You may also e–mail Claims Department directly at klaisclaims@klais.com.
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"My medical service provider (doctor, clinic or hospital) would like to verify what is covered by my insurance plan. Where can they call to verify coverage?"
Simply give your medical insurance card to the service provider and ask him to call customer service of On Call International at (01–603) 898–9159. It is recommended to carry the brochure with the policy information and present it to the service provider as well.
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"Do I have to pay the doctor or hospital?"
Whether you pay the doctor or hospital depends on the procedure the doctor or hospital follows.

When visiting the doctor, you might be asked to pay the bill yourself. In such a case you should claim a refund from the insurance company.

In other cases, the medical service provider takes your medical information and contacts the insurance company’s claims department directly.
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"I received medical treatment and paid the bill out of my pocket. How can I get the money back?"
To get reimbursed you will need to complete a claim form and mail it to the claims department of your insurance company. Claim forms are available at our website. Simply find your insurance plan to get your copy of the claim form. You may also request it by calling our office at 1–800–244–1180 (U.S.) 01–212–262–8922 (international) and we will be glad to mail it to you.
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"I received a bill from the doctor / hospital! What should I do?"
If you receive a bill from the doctor or hospital, fill in a claim form and mail the form with the original bill to the claims department of your insurance company. Make sure to keep copies of everything for your own records.
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"How can I show a proof of insurance at my school?"
Show proof of your insurance to by presenting your medical insurance card.

Also, log into your ISO onlin account. Select "send" via e–mail a Letter of Confirmation to whomever you choose.

You can also ask us directly to issue a Letter of Confirmation that provides information about your coverage. We can either mail it to you, fax it directly to your school or we can email it as an attachment.
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"Do I get a medical insurance card? Do I need the card in order to be treated by a medical service provider?"
Yes, you will receive a medical insurance card from ISO. It is always advisable to you have your medical insurance card whenever you seek medical treatment.

However, if you don’t have your medical insurance card with you, please ask your service provider to contact either ISO or your insurance company to verify coverage.
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"Do I get a new medical insurance card when I renew the plan?"
No, you do not need a new card. Simply continue using the same card you already have.
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"Which doctor, clinic, or hospital accepts my insurance?"
In general, you can seek service from any qualified doctor or other medical facility. Since our plans offer worldwide coverage, not all medical facilities will recognize the name of your plan. Therefore they might ask you to handle the communication with the insurance company. Bring your medical card with you and ask them to verify coverage.

It is possible that the medical service provider will fill in and mail the claim form on your behalf.
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"Can I pay for my insurance plan every month? Can I renew my coverage for one or two months?"
The minimum enrollment or renewal term for insurance is 3 months. If you are leaving the country you may renew for less than three months. If you need to renew your plan for less than three months for a different reason, please contact ISO’s Customer Care team and we will assist you.
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"What is ISO’s cancellation policy?"
We do our best to be sure you are satisfied with our products and service.

However, if you need to cancel your service, please contact our Customer Care team at customercare@isoa.org or 1.800.244.1180.

If your insurance has already started, a refund will only be permitted if:

•You have joined the military
•You are no longer eligible for the plan (written proof must be submitted).

A processing fee of $50 will be applied.
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