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!
All ISO plans are offered to non-U.S. citizens only. Our student plans are available for international students who are currently away from your home country and engaged in educational activity. Voyager plan is available for part-time students, dependents, and other non-US citizens in the USA. For specific eligibility requirements please check each plan's policy brochure.
Yes! F1 OPT students with a valid I-20 can purchase the ISO Short Term Limited Duration 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.
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) 331-1096.
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.
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.
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.
Your insurance plan becomes effective as early as the next day after you completed the online enrollment, or any day thereafter.
Please visit ISO’s website at www.isoa.org 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.
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.
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.
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.
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.
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.
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.
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.
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.
You should contact ISO Customer Service. Please include the waiver questions and/or screenshot of the waiver when you email us.
No. The name of the insurance company is listed in your confirmation letter or brochure.
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.
You should contact your school for the waiver status.
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.
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.
We process the waiver request within 1-2 business days upon email request. Members will receive an email notification when the waivers are faxed.
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.
ISO offers some of the leading networks in the USA. Please check the lists of service providers here.
Please follow the instructions on the Claim Procedures page in the event of sickness and injury.
Please download the form here. You can send the documents both by mail and email.
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: firstname.lastname@example.org . Online claims status via the internet is available 24 hours a day at www.healthsmart.com.
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.
After the claim is completely processed, the reimbursement will be mailed to you as a check.
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.
No. None of ISO plans cover vision and dental, unless the symptoms are related to an injury.
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.
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.
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.
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.
Yes, the dependent will receive the same coverage as the insured under the same account.
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.
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.
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).
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.
We do our best to provide the best product and service. Please refer the "Refund of premium" section in the brochure of your plan.
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.
Yes. All of our student and scholar plans meet the federal requirements for J1 visa holders.
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.
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, www.lloyds.com/complaints. Details of Lloyd's complaints procedures are set out in a leaflet "Your Complaint – How We Can Help" available at www.lloyds.com/complaints 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.
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: email@example.com; Phone: 011-23745128/23365608.
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.