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!
ISO plans are offered to non-U.S. citizens only. Our student plans are available for international students who are currently away from their 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.
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 enrollment for all plans is 64 years old.
If you hold a U.S. citizenship, then you are not eligible to any of ISO insurance policies. This also applies if you have citizenship but not have resided in the U.S. over a period of time.
ISO plans cover sicknesses and injuries, and our different plans offer different levels of coverage. Please check the summary schedule of benefits in the brochure. For additional information please call our claims administrator, HealthSmart at (800) 203-4720, Monday - Friday 8 AM to 5 PM EST.
Dependents on F2 or J2 visa can enroll either with the F1/J1 visa holder's plan as a dependent or on their own, by purchasing the Voyager plan for non-student, if they are age 7 and older. The second option is usually more affordable but fewer benefits are offered.
No, payment for the selected period of insurance (the whole term) is due on time of enrollment.
You may pay by debit/credit card online. Alternatively, you may choose to mail in your payment voucher together with a personal check or money order. Please see specific instructions on the payment voucher.
All our student plans as well as the Voyager plan become effective as early as the next day after you completed the online enrollment and paid for your order. For the OPTima plans, they can only start on the 1st or 16th of the month.
Please visit our website and choose the plan that fits your needs. Click on the “Buy” icon and follow our convenient registration and purchasing process. Make the payment online using your credit or debit card. We will email you a confirmation letter together with your Insurance ID card and plan’s brochure instantly.
Yes, you can complete the last 2 pages of the policy brochure (Enrollment form). Then, scan and email/fax the form (if paying by credit card) to ISO: Email: CustomerCare@isoa.org. Fax: (212) 262-8920.
You can pay by check or money order directly on our website. On step 4 of the purchasing process, you will select “Print and mail with check/money order” then click “create payment voucher”. You can complete the required information on the following page.
Yes, a confirmation email will be sent to you automatically after you have successfully submitted your payment. The confirmation email you will receive will have several attachments: Insurance ID card, Confirmation Letter, and your policy brochure. Please check your junk mail or spam folder if you cannot find in your inbox.
Yes, you can purchase the plan on our website, 24 hours a day and 7 days a week. A confirmation email attached with the PDF insurance card and confirmation letter will be sent to you directly after your purchase.
During step 3 of the purchasing process, you will have the option to add a dependent. You should complete the sections using your dependent’s information and must click “ADD”. If you do not click “ADD” then the dependent will not be added. You will also see the updated premium when the dependent has been added successfully to the plan.
Make sure that your billing information is the same as the one you indicated. Please also contact your bank and notify them that you are making a payment to ISO. If you are using an international credit card, your bank may have more restrictions which need your authorization before you can make a payment. Another option would be to use a different credit/debit card to complete the purchase.
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 additional information when processing a pending claim. Please note that any failure in providing valid proof is liable to result in the denial of a claim.
Please provide a copy of the email we sent you with your Insurance ID card and confirmation letter to your school as proof of insurance.
You should complete the waiver after you have purchased the plan. Please refer to your confirmation letter for all necessary information to complete the waiver.
Yes, you can email us your request 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 stated in your confirmation letter or brochure. Please refer to the insurance carrier section on the confirmation letter.
If you have the "Silver" 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 the waiver denial proof you received from your school. 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, not to you. You can obtain a copy of the waiver from the school’s office.
We process the waiver request within 1 business day upon your email request. You will receive an email notification when your waivers has been sent.
For in-network providers, the rates of services have been negotiated between the doctors and the insurance company. Usually, your medical expenses will be lower at an in-network provider’s office when compared with the doctors that are out-of-network.
You can use either networks to locate an in-network doctor or hospital. Neither network is better than the other. It is just to provide members with more options in finding a providers office.
ISO uses two leading networks in the U.S. - First Health and Multiplan. Please check the lists of service providers here.
Please download the form at the View & Print Center. You can send the documents both by mail and email.
You can contact the provider’s office directly to verify if they are currently participating with either First Health or MultiPlan network. You can call First Health or MultiPlan to verify if the doctor or hospital is in the networks by using doctor's office or hospital’s tax ID number.
If you are sick or injured, you can find an in-network provider here. You should call the providers office to make an appointment. When calling a provider to set an appointment mention that your plan works with First Health or MultiPlan. If the provider needs to verify benefits they may call the claims administrator (HealthSmart): (800) 203-4720 between 8:00 A.M. and 5:00 P.M. EST Monday through Friday. The phone number and address where to mail the claim is listed on your card (you can download a copy of the card from your on-line account).
When you are visiting in-network, this means you will be receiving the services at a negotiated rate, this does not mean it will be covered at 100%. All claims will be processed according to your plan’s benefit limits.
First, confirm if it is a bill and not an explanation of benefits (EOB), which was sent to you by the insurance company. Then, contact our claims administrator, HealthSmart, and check if there are any pending claims.
Yes, if it is for the same injury or sickness, you can submit one claim form.
To see the status of your claim please check here.
It is recommended to submit the claim form as soon as possible or within 90 days of your initial date of service.
When submitting a claim, please insure that you have the itemized bill. The itemized bill must have the name of the facility, the date of services, patient’s personal information, diagnosis code(s), CPT code(s), tax ID number and total charge of the services.
After the claim is completely processed, the reimbursement will be mailed to you as a check.
When submitting a claim for prescriptions, be sure to complete the claim form and submit it along with the prescription slip. The prescription slip will contain patient’s personal information, drug name, RX number, date of fill, and the amount paid.
You can find the BIN and Group number on the bottom right hand corner on the back of your medical card.
If your claim has been processed and approved, the reimbursement will be mailed to you in a form of a check.
You can go to the View & Print Center on www.isoa.org to review the brochures or use the “Find Insurance Plan” search engine on the homepage.
No, we do not offer routine dental and/or vision coverage, unless the treatment is related to a covered 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 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. If your bill exceeds the benefit limits of the covered expenses, you will be responsible for the difference. Please view the plan brochure to view benefit information.
The dependent will receive the same coverage as the primary insured person under the same policy. We do not issue a separate card for dependents. They can use the same insurance ID card as the policy holder. The confirmation letter, which shows dependent’s name, can be used as proof of coverage.
Claims are processed according to your plan’s benefits limit and it is not a guarantee of payments of benefits. However, you may contact HealthSmart (800-203-4720) directly for the general coverage questions.
Yes, but please note that you will be responsible for the cost of treatment that is not covered by your plan.
The annual service fee is valid for one year. You are only charged the service fee again if the new coverage period that you are purchasing will be active after the initial service fee expiration date. We would not be able to waive the service fee. For example, if the service fee expires 12/01/2017 and you have purchased a new plan terminating after 12/01/2017, then you will need to renew the service fee again.
Unfortunately, we are unable to change your plan once it is effective.
To purchase additional coverage dates, login to your account using your Member ID and password. The Member ID can be found on your confirmation letter or medical card. If you forgot your password, you can reset it here.
You can make the payment on our website with your credit/debit card, including international cards. However, we do not take payments over the 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).
The official receipt is provided at the last stage of your purchase. It will not be provided thereafter. Contact ISO for a copy of your receipt.
Login to your online account to view your confirmation letter, insurance ID card and brochure of the policy. Then click “email me all” or print directly from your account to your local printer. If you did not receive the email, please check your junk or spam folder. Contact ISO Customer Service if you still did not receive your documents.
Assuming the benefits are the same, ISO plans offer coverage to tens of thousands of international students nationwide. 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 products and service. Please refer the "Refund of premium" section in your plan brochure.
A student health center is the designated clinic in your university. If your school does not have a student health center, you can find an in-network provider through our two networks of service providers.
Yes, ISO special plans for J visa holders plans meet the U.S. Department of State requirements.
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.
No, the 1095 form is provided only if you purchased ACA compliant insurance such as from the marketplace (www.healthcare.gov) or if you have insurance from your employer. Since we do not offer ACA compliant insurance plans, we do not provide the 1095 A, B or C.
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.