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150 West 30th Street, Suite 1101
New York, NY 10001
Office hours are Monday to Friday, 9 AM to 6 PM EST

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FAQ - Frequently Asked Questions

FAQ – Frequently Asked Questions – is a short list of our most frequently asked questions we are getting from our customers. If you cannot find what you are looking for in here, or have specific questions about benefits and plans, please contact our Customer Care representatives. We are here to assist you!

Before the purchase
Who is eligible for ISO’s insurance plans?

All ISO plans are offered to those who are non-U.S. residents and citizens. If you are a US citizen, US permanent resident, or have applied for US permanent residency, you are not eligible to any of our plans. Our student plans are available to full time international students who are currently away from their home country and engaged in educational activity.  If you are a part-time international student, dependent, or other non-US citizen, you are eligible to purchase our Voyager Plan.  For specific eligibility requirements please check each plan's policy brochure.

Are F1 OPT students eligible for the student plans?

Yes! F1 OPT students with a valid I-20 can purchase the ISO Short Term Limited Duration Plans.

What is the minimum and maximum age to enroll in the student and non-student plans?

The minimum age to enroll in a student plan is 12 years old. The minimum age to enroll in a non-student plan is 7 years old. Maximum age in all plans is 64.

What is covered under the plans?

ISO plans cover sicknesses and injuries, different plans offer different levels of coverage. Please check the schedule of benefits in the brochure. For additional information please call our claims administrator, HealthSmart at (800) 203-4720.

How can people with J2 or F2 visa enroll in the student plans?

Dependents on F2 or J2 visa can enroll either with the F1/J1 visa holder as a dependent or on their own, by purchasing the Voyager plan for non-student. The second option is usually more affordable but less benefits are offered. 

Can I pay the premium by monthly payment option?

No. The minimum enrollment or renewal of insurance plan is 3 months and the total payment for the entire insurance period is due at the time of enrollment.

What are the payment options?

You may pay by debit/credit card online - the most efficient way. You may still enroll online but choose to mail in the application together with a personal check or money order.


When does the insurance plan become effective?

Your insurance plan becomes effective as early as the next day after you completed the online enrollment, or any day thereafter.

Purchase process
How do we enroll in ISO’s insurance plans online?

Please visit ISO’s website at  and choose the plan that fits your needs. Click on the “Buy” icon and follow our convenient registration and purchase process. Make the payment online using your credit or debit card. We will mail you a confirmation email with your Insurance ID card, plan’s brochure and a confirmation letter instantly.

Can I enroll by any other way if I can’t do it online?

Yes, you may also fill in the enrollment form on the brochure, scan/email or fax the form (if paying by credit card) to ISO: Email: Customer care Fax: (212) 262-8920.

Will I receive a confirmation of insurance letter after the purchase?

Yes. A confirmation email will be sent to you automatically after you submit your payment— it will have several attachments in PDF format: insurance card copy, confirmation letter, and plan policy brochure. Please check your junk mail or spam folder if you cannot find in your inbox.

What should I do if my credit card is declined?

Make sure that your billing information is the same as the one you provided for your bank. If the information is correct, please contact your bank and notify them that you are making a payment to ISO. If you hold an international credit card, your bank may have more restrictions or may need your authorization before you can make a payment.

How can I get my ID card, and how long does it take?

ISO is an eco-friendly company, no physical cards will be distributed unless upon request. You may print your ID card from the PDF you receive following your purchase. The ID card is also available in your online account.

Do I need to submit a proof of visa and other documents when I purchase the plan?

No, ISO does not require members to show any proof or documents when purchasing the plan. We might ask for proof in order to process a pending claim. Please note that any failure in providing a valid proof will result in the denial of the claims.

Waiver process
How can I show proof of insurance plan to my school?

You can print a copy of the ID card and/or confirmation letter attached to the confirmation email you received from us and show your school as a proof of insurance.

When can I complete the waiver form for my school?

You can complete and submit the waiver after you successfully purchase the plan. The confirmation letter you receive will provide all necessary information for the waiver.

Can ISO help members to fill out the waiver form?

Yes. You can email ISO at Customer care with an attachment of the waiver. The completed waiver will be then faxed to the school directly.

What should I do if I do not know how to fill out my online waiver?

You should contact ISO Customer Service. Please include the waiver questions and/or screenshot of the waiver when you email us.

What is the name of the insurance company? Is it ISO?

No. The name of the insurance company is listed in your confirmation letter or brochure.

What type of plan do I have?

If you have a COMPASS or VOYAGER plan, the type of the plan is Indemnity. For all other plans, the type of plan is PPO.

How can I check my waiver status?

You should contact your school for the waiver status.

What should I do if my waiver is denied?

Please contact ISO Customer Service and email us a school proof of denial of waiver. This document must include a valid reason for denial. We will do our best to assist.

Will ISO send the completed waiver form to both the school and members?

No. We will send the waiver form directly to the school. However, the student can obtain a copy of the waiver from the school’s office.

How long does ISO take to fax the completed waiver form to my school?

We process the waiver request within 1-2 business days upon email request. Members will receive an email notification when the waivers are faxed.

How to find Doctor/Hospital and claim procedures
What are the differences between in-network and out-of-network?

For in-network providers, the rate of services has been negotiated between the doctors and the insurance company. Usually, your medical expenses will be lower at an in-network hospital when compared with the doctors that are out-of-network.

How can I find in-network doctors/hospitals?

ISO offers some of the leading networks in the USA. Please check the lists of service providers here.

Who should I contact when I am sick or injured?

Please follow the instructions on the Claim Procedures page in the event of sickness and injury.

How can I find the claim form? Should I send the documents by mail or email?

Please download the form at the View & Print Center. You can send the documents both by mail and email.

How can I check my claim status? How long is the claim processing?

To check your claim status, you may contact HealthSmart at (800) 331-1096 between 9:00 AM and 5 PM EST Monday through Friday or via email: . Online claims status via the internet is available 24 hours a day at ISO's section with HealthSmart.

What should I do if I received medical bills from the provider’s office?

First, make sure it is a bill and not a copy of the bill which was sent to the insurance company. Then, you should contact our claims administrator, HealthSmart, and check if there are any pending claims. Please refer to our claim procedures online.

How do I receive a reimbursement of my payments? Will the money go back to my credit card account or sent to me as a check?

After the claim is completely processed, the reimbursement will be mailed to you as a check.

Where do I see the brochure of an insurance plan?

You can go to the View & Print Center on our website, My Account or the confirmation email you received when you purchased an insurance plan.

Does any of ISO plans cover vision and dental?

No. None of ISO plans cover vision and dental, unless the symptoms are related to an injury.

What is 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, received treatment for, and/or were prescribed medication for prior to the date your insurance started.

What does “deductible” mean?

Deductible is the dollar amount of out-of-pocket expense you must pay to the doctor or hospital before your policy pays any benefits. The deductible is calculated annually or per event, not per visit.

What is co-insurance?

The co-insurance is the percent of your bill that the insurance will cover (after you pay the deductible) and it varies from plan to plan. Please refer to your plan brochure for more information.

What are the main differences between the COMPASS plans and the ISO Med plans?

The main difference is how the plans pay for benefits. The COMPASS plans cover 100% up to the listed maximum for each covered medical expense, while the ISO Med plans cover a percentage, with fewer maximums.

If I have a dependent in my account, is the coverage of dependent the same as the insured person?

Yes, the dependent will receive the same coverage as the insured under the same account.

Will COMPASS plans cover 100% after I pay the deductible?

The insurance will pay for eligible covered medical expenses after the deductible has been satisfied. Benefits will be paid in accordance with the plan maximums, exclusions and limitations listed in the plan brochures.

General questions
Can I pay for my insurance over the phone? Can I use an international card?

You can make the payment online with your credit/debit card, including international cards. However, we are not able to take any payment over phone.

What rate will I be charged if I am currently 24 years old but turning 25 soon?

If you purchase a plan with an effective date before your 25th birthday, you will still be charged with the lower rate (under 25 years old).

Why is the ISO plan sometimes less expensive than my school’s plan?

Assuming the benefits are the same, ISO plans offer coverage to thousands and thousands of students. The large number of insured allows the insurance company to offer competitive rates compared to individual schools.

What is the ISO cancellation policy?

We do our best to provide the best product and service. Please refer the "Refund of premium" section in the brochure of your plan.

What is a Student Health Center? What if my school doesn’t have one?

A student health center is the clinic in your university. Not all universities have a student health center. You can always find an in-network provider by our two provider networks if there is no student health center in your school.

Does any of ISO plans meet the insurance requirements for J1 visa, as set by the U.S. Department of State?

Yes. All of our student and scholar plans meet the federal requirements for J1 visa holders.

What is the ISO referral program and how does it work?

As an ISO member, you are eligible for a $10 reward for each friend you refer to an ISO health plan (as long as they were not an ISO member before). You are given a special referral link when you enroll which you can send to your friends. When they click on your link before purchasing any plan from ISO, we will keep a record of the people who have been referred by you. You can contact us via phone or email to request for your combined reward check.

Who shall I contact if I have a complaint?

Every effort is made to provide you with a high standard of service. However, occasionally disputes or misunderstandings can arise and you need to know what to do. Claims: If you wish to make a complaint about a claim please contact your Claim Administrator as defined in your plan's brochure. Sales/Policy Administration: If you wish to make a complaint about anything else other than claims, please contact ISO's customer service complaint team. Further Steps: If you remain dissatisfied and are unable to resolve the situation, you may also refer your complaint to the Complaints team at Lloyd's at: One Lime Street, London, EC3M 7HA, United Kingdom. Tel: +44-20-7327-5693, fax: +44-20-7327-5225, Details of Lloyd's complaints procedures are set out in a leaflet "Your Complaint – How We Can Help" available at and also available from the above address. If you remain dissatisfied after Lloyd's has considered your complaint, you may have the right to refer your complaint to your local ombudsman or dispute resolution body. Alternatively you may be entitled to refer your complaint to the United Kingdom Financial Ombudsman Service, further details will be provided at the appropriate stage of the complaint process.

More commonly asked questions by customers
Are there any special instructions for students from India who wish to purchase insurance?

It is the responsibility of international students from India, who are buying our insurance coverage while still in India (still considered Indian residents), to obtain permission from the Central Government and Reserve Bank of India. Such permission may be requested from: Ministry of Finance (Insurance Department) Department of Financial Services, 3rd Floor JeevanDeep Building, Sansad Marg, New Delhi-110001. Email:; Phone: 011-23745128/23365608.


I made a mistake on selecting the effective date of my plan, how can I change that?

Please email us and request the dates that you would like your plan to take effect. We will do our best to modify the date for you.