FAQ - Frequently Asked Question

What are COMPASS Platinum, COMPASS Gold and COMPASS Silver health insurance plans?: COMPASS Platinum, COMPASS Gold and COMPASS Silver are ISO?s leading international student health insurance plans . They are affordable health insurance plans specially designed for international students. COMPASS plans are underwritten by AIG Insurance Company, one of the largest and most stable insurance companies in the world. The plans provide coverage for injury and/or sickness and you have the choice to go to any doctor or medical facility you like.
What are ISO Med 1 and ISO Med 2?: ISO Med 1 and ISO Med 2 are comprehensive student medical plans, underwritten by ACE USA. ISO Med 1 and ISO Med 2 are both affordable student health insurance plans, offering great benefits with low monthly rates. Each plan is specially designed for international students. These plans provide short?term and comprehensive insurance coverage for and/or sickness. You have the flexibility of going to an in-network or out-of-network medical service provider.
What are VOYAGER and VOYAGER Elite?: VOYAGER and VOYAGER Elite are health insurance plans that cover non-US citizens. The insurance plans are available to international students as well as other individuals holding a visa to the USA (non American), such as scholars, dependents, family members, and friends who are visiting the USA. The plans provide coverage for illnesses and injuries nationwide and allow you to seek treatment from any qualified doctor and medical service facility.
Where can I find a qualified doctor or hospital?: You can find in-network doctors and hospitals at the PPO network of each of our insurance plans. Go to Doctor & hospital list and find the appropriate list of your insurance. The lists are generated based on your geographical location.
Do COMPASS plans have a network of doctors and hospitals?: COMPASS Platinum, COMPASS Gold and COMPASS Silver offer same benefits if you go to doctors in or out of the network (PPO). However, we encourage our members to use the PPO in order to easily find doctors and save money out-of-your-pocket. The PPO for the COMPASS plans is Beech Street, T. (800) 878-7896, www.beechstreet.com.
Do ISO Med plans have a network of doctors/hospitals?: ISO Med plans offer higher benefits if you use the in-network (PPO) medical service providers. You may use the PPO in order to easily find doctors and save money out-of-your-pocket. The PPO for the ISO Med plans is Beech Street, T. (800) 432-1776, www.beechstreet.com.
Is ISO an insurance company?: ISO is a membership organization of international students. ISO is the policy holder and administrator of different health insurance plans. The collective body of international 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.
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 from plan to plan. The maximum ranges from $50,000 up to $500,000. Check our plans to see the different benefit levels for each insurance plan.
What is a deductible?: A deductible is the dollar amount of out-of-pocket expenses you must pay to the doctor or to hospital before your policy pays 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.
What is Co-Insurance?: Co-insurance 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.
What is Medical Evacuation?: A Medical Evacuation means transferring 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.
What is repatriation?: In case of death, Repatriation benefit covers the transportation of your remains back to your family and your home country.
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?: Eligibility requirements differ for each plan. All our plans are for non-US citizens. COMPASS and ISO Med are plans for international students, VOYAGER and US NetCare are insurance plans for students, dependents, and other non-US citizens in the USA. For specific eligibility requirements please check each plan's policy brochure.
I am studying English as a Second Language (ESL) and it is not for credits. Can I buy any of your plans?: Yes! Any of the COMPASS or ISO Med and VOYAGER insurance plans can cover you. You need a valid F-1 visa in your passport and a valid I-20 issued by your university.
How do I enroll for one of ISO's plans?: The easiest and fastest way to enroll is online. You can also mail us your enrollment form (with payments by check, money order or credit card) or fax the form (credit card payment only) to our offices. Visit ISO's contact page for further information.
I am already insured through my college (not with ISO). Can I buy insurance for my dependents?: Yes! You can enroll your family members under any of VOYAGER or US NetCare plans.
I am sponsoring a student. Can I get insurance for my student?: Yes. If you are sponsoring a student, you must complete an enrollment form on behalf of the student. You can do it online, by mail or by fax. Visit ISO?s contact page for more information.
Do your health insurance plans meet the requirements of the U.S. State Department?: Yes. All of our plans meet or exceed U.S. State Department requirements for foreign students with F1 or J1 visas.
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 each plan?s exclusions since they vary from plan to plan.
What is a Usual & Customary charge?: A Usual and Customary charge is the amount normally charged by medical service providers for similar services and supplies in your area of living.
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.
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 19 months. After 19 months you may renew your insurance if you are still eligible under the terms and conditions of the policy.
What should I do if I am sick or injured?: If you are a student and become sick or injured visit your school's Student Health Center. If one is not available or cannot provide the necessary treatment, you should seek treatment with any physician or hospital (in case of emergency). If you are NOT a student, you should seek treatment with a physician or in case of emergency ? proceed to a hospital's emergency room. Be sure to bring your medical insurance card with you.
Where 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 (800) 244-1180. Our multi-lingual staff will be more than happy to answer your questions and help you. You may also contact the claims department of your insurance company directly. The contact information of your insurance company is listed on your medical card.
My medical service provider (doctor 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 the claims department listed on your card.
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.
I received medical treatment and paid the bill out of my pocket. How can I get the money back?: To get your money back you will need to complete a claim form and mail it back to the claims department, along with your bills, statements and receipts. 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 ISO at (800) 244-1180 and we will be glad to mail it to you.
I received a bill from my doctor or hospital! What should I do?: If you receive a bill from the doctor or hospital, fill out 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.
How can I show a proof of insurance to my school?: You may show proof of your insurance to your school by presenting your medical insurance card. Alternatively, you can login to your ISO account, view your account and print or e-mail directly from there. You can also ask ISO to issue a Letter of Confirmation which 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.
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 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.
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.
Which doctor, clinic, or hospital accepts my insurance?: In general, you may get service from any qualified doctor or other medical facility. Since our plans offer nationwide 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. ISO advises you to go to doctors within the PPO where you can reduce your contribution. The PPO for our COMPASS, ISO Med and VOYAGER is Beech Street, www.beechstreet.com.
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.
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 (800) 244-1180. If your insurance has already started, a refund will only be permitted if you have joined the military or are no longer eligible for the plan (written proof must be submitted). A processing fee of $50 will be applied.
Are there any other fees involved when purchasing insurance?: Yes. There is an application administration fee of $10 to $25 (depending on the plan you purchase) for all new enrollments. You also need to be a member of ISO. First year membership is free, and from the second year, annual student membership is $10 and non-student membership is $25.
Would you charge me for a bounced check?: Yes. If your check bounced ISO will charge you $25 handling fee.
I have the COMPASS Platinum plan. What is the pharmacy network that I should use?: Member?s insured with our COMPASS Platinum plan use the Medco pharmacy network. You may price a medication, locate a pharmacy, and manage your prescriptions online at www.medcohealth.com.
Do you offer any plan that has no deductible?: Yes. Our COMPASS Platinum plan has no deductible. A co-payment may apply, and benefits are paid according to the insurance policy.
Am I eligible for the ISO Med, or COMPASS plans if I am on OPT?: Yes. Students who are on OPT will be eligible to purchase our ISO Med and Compass health plans as ling as their student visa is valid.

Questions? Please call us at (800) 244-1180 or e-mail to mailbox@isoa.org
ISO Customer Care representatives are standing by to assist you!

ISO, International Student Organization, is the principal provider of international student health insurance. As such, ISO is the sole service provider of ISO health insurance plans: COMPASS Gold, COMPASS Silver and COMPASS Platinum are the leading AIG student insurance plans; ISO Med 1 and ISO Med 2 are the foremost ACE student insurance plans. International students who need student health insurance are looking for international student insurance at ISO whose main interest is providing health insurance for international students for more than 50 years. In addition to insurance for international students, ISO insurance plans are also offered to non-US citizens who are seeking visitor health insurance plans and medical insurance for non-US citizens. The leading visitor health plans are VOYAGER Elite and VOYAGER plans; US NetCare Apex and US NetCare Advanced medical insurance plans for non-US citizens.