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Company

Does International SOS have a 24-hour hotline?
Yes. Every International SOS Alarm Center is operational 24 hours a day, seven days a week for our members. For a list of Alarm Center contact numbers, please visit the International SOS Worldwide Network Directory.

Where are the International SOS Alarm Centers located?
Sydney (Australia), Gaborone (Botswana), Beijing / Hong Kong / Taipei (China), Prague (Czech Republic), Paris (France), Frankfurt (Germany), New Delhi (India), Jakarta / Bali (Indonesia), Tokyo (Japan), Kuala Lumpur (Malaysia), Yangon (Myanmar), Windhoek (Namibia), Auckland (New Zealand), Manila (Philippines), Moscow (Russia), Singapore, Johannesburg (South Africa), Seoul (South Korea), Madrid (Spain), Geneva (Switzerland), Bangkok (Thailand), London (United Kingdom), Philadelphia (USA), Ho Chi Minh City (Vietnam).

How many languages do your customer service personnel speak?
We offer medical and technical support services in more than 77 languages to our members.

How many staff members does International SOS have?
International SOS Assistance, Inc. has a worldwide staff of over 5,000 that includes over 1,500 healthcare professionals.

When was International SOS founded?
With over 20 years of experience, International SOS Assistance, Inc. is the world's leading provider of global medical and security assistance. International SOS provides clients with a comprehensive portfolio of medical and security services to ensure that people traveling and working internationally have access to immediate help.

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Membership Administration

Do I need to be a member to use your services?
Yes. Becoming a member of International SOS gives you the ability to utilize all aspects and benefits of an International SOS membership.

Do I have to go through my insurance company to make a claim for your services?
No. International SOS Assistance services are not like insurance benefits. To initiate assistance from International SOS, all you need to do is make a call to one of International SOS' worldwide 24-hour Alarm Centers.

How soon before my trip do I need to sign up?
You can sign up for an International SOS membership up to one day before your trip begins.

How can I obtain a price quote or enroll online?
To obtain an online price quote, go to the Buy Membership page at www.internationalsos.com, select your Country of Residence and Type of Travel and click GO.

How do I get a receipt?
If you or your company requires written confirmation of payment, email the International SOS Customer Service Center at consumer@internationalsos.com.

How can I extend or renew my policy?
To extend or renew an International SOS membership, contact the Customer Service department by emailing consumer@internationalsos.com or by calling 800.523.8662 (inside the U.S.) or or 215.942.8000 (outside the U.S.) Monday - Friday, 8:30 a.m. - 4:30 p.m. EST. Expired memberships cannot be extended.

How will I get my membership card and how long does it take?
Immediately after you have completed enrollment through the Buy Membership page, you are given the option to print the membership card or have the membership card emailed to you. If desired, a membership card can be mailed to you at your request.

How can I find my membership number?
If you have lost your membership number, you can call any one of the 24-hour Alarm Centers worldwide, email the Customer Service department at consumer@internationalsos.com or call 800.523.8662 (within the U.S.) or 215.942.8000 (outside the U.S.) Monday - Friday, 8:30 a.m. - 4:30 p.m. EST.

What if I lose my membership card?
International SOS will replace a lost card immediately. Your membership information is stored in our database, which is accessible to all International SOS 24-hour Alarm Centers worldwide, so you will still be able to use any of the assistance services even if you don't have your card on hand.

What if I don't know the phone number to call International SOS?
International SOS is well known all around the world. There are 27 Alarm Centers located in key cities such as London, Paris, Tokyo, Singapore, Hong Kong, Sydney and Philadelphia. In addition, U.S. embassies and consulates will also know how to reach International SOS, and Worldwide Network Directory page has all the contact information for all International SOS Alarm Centers, Clinics and offices.

• Name
• Phone number
• Organization
• Destination
• Number of travelers and their dates of birth
• Length of travel
• On average, the number of times your organization travels annually

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Membership Services

Can I talk to an English-speaking doctor at International SOS?
Yes. International SOS members can talk to coordinating doctors about any medical issue by calling any International SOS Alarm Center 24-hours a day. Coordinating doctors are licensed doctors from the U.S.A., Canada, UK, Australia, New Zealand, South Africa, France & other European countries with extensive experience in emergency medicine, travel medicine and the medical conditions in their respective regions.

What is the difference between medical assistance and health insurance?
Medical & Evacuation Assistance (International SOS): Medical & Evacuation Assistance is help when you need it, anytime of the day or night, anywhere in the world. A staff of more than 5,000 dedicated employees with over 1,800 healthcare professionals and multilingual coordinators covering more than 70 languages fulfills the needs of customers while traveling or living abroad with extensive medical, security, travel and online services.

Health Insurance: Health Insurance is the reimbursement of medical expenses incurred during an emergency, medical visit, etc. The act of insuring, or assuring, against loss or damage by a contingent event; a contract whereby, for a stipulated consideration, called premium, one party undertakes to indemnify or guarantee another against loss by certain specified risks.

Is International SOS a medical insurance provider?
No. International SOS in the world's largest medical assistance company and manager of international medical risk. We provide fast solutions to protect your health and well being, whether it's a critical medical emergency or helping find the most appropriate health care for you, anywhere in the world. Using a multi-disciplinary approach, International SOS has the unique capability to bring together a host of integrated services and solutions for our clients through emergency assistance, medical services and management of the delivery of health care

Does International SOS offer travel insurance?
Yes. International SOS offers optional insurance with the Global Traveler and Scholastic Traveler programs.

Can International SOS provide me with pre-trip information on vaccinations and medical conditions for the countries I plan to visit?
Yes. Information on individual countries can be accessed via the Member Login page (a password protected site for the sole use of International SOS members) or by speaking to coordinating doctors by calling any International SOS Alarm Center 24 hours a day. To access the membership area on the Web, your membership number is your password.

Will International SOS monitor my medical condition while abroad?
Yes. International SOS coordinating doctors are available 24 hours a day to monitor all medical assistance cases, whether it involves outpatient or hospitalized care.

What if I lose my prescription medication?
If you have previously received prescription medication, International SOS can send these items to you (where legally permissible). Members are responsible for the cost of the items and shipping & handling charges. International SOS Alarm Center doctors will coordinate with your personal doctor to get your prescription information.

Can International SOS store my medical records so that I can access them while abroad?
Yes, the International SOS Emergency Record allows members to create their own online record of their medical records and personal information. Using a private user ID and password, the record will store medical history, medications, allergies and personal doctor contact details. You can also upload any digital documents (text files, photographs, scanned images, etc) such as a copy of your passport, dental records or your will. You can access the Emergency Record from any internet-capable computer worldwide via the Member Login page.

In an emergency, will International SOS have my contact information and my travel itinerary?
Yes. With an International SOS Comprehensive Membership, the membership database contains all of your personal and family contact information. Additionally, you can also use the International SOS Personal Locator program to provide details of your trip (flights, hotels, contact numbers of friends abroad) so that we can establish your whereabouts in an emergency.

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Global Traveler

What is included in the International SOS Global Traveler Comprehensive Membership?
The most important features of the International SOS Global Traveler Comprehensive Membership are:

• 24-Hour Worldwide Medical Information and Assistance
• Medical and Dental Referrals
• Emergency Evacuation up to $1,000,000
• Online Travel Health Information
• Travel Safety Services

What kind of travel insurance is available with the Global Traveler Membership?
The types of insurance offered with a Global Traveler program are:

• Trip Cancellation/Interruption
• Medical Expenses
• Accidental Death & Dismemberment

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Scholastic

I am an American student studying abroad. Is the Student Visitor USA Membership the program I should have?
The Student Visitor USA Membership is intended for foreign students studying in the United States. International SOS Scholastic Membership is the program needed by American students studying abroad.

What kind of travel insurance is available with a Scholastic Membership?
The types of insurance offered with a Scholastic Membership are:

• Medical Expenses
• Accidental Death & Dismemberment

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Student Visitor USA

Who is intended to purchase the Student Visitor USA Membership?
The Student Visitor USA Medical Evacuation and Repatriation Program is purchased by students and scholars studying on a visa in the United States.

I am a visiting scholar in the United States. Why do I need to purchase the Student Visitor USA Membership?
There are United States Government regulations for students studying in the U.S. on student visas which require you to have medical evacuation and repatriation of mortal remains coverage.

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Evacuation & Repatriation

How many evacuations do you perform annually?
For the calendar year of 2006, International SOS performed over 14,000 missions, averaging out at about 35 per day.

If I'm evacuated, where will I be taken?
You will be taken the nearest "center of medical excellence" capable of providing the care you need. For example, the centers most frequently used are:

• Asia Pacific: Hong Kong, Singapore, Sydney
• Africa: Johannesburg, major European cities (i.e. London, Paris, Geneva)
• Middle East: major European cities (i.e. London, Paris, Geneva)
• CIS: Helsinki, Paris, Vienna
• Central/South America: Houston, Los Angeles, Miami

Will you repatriate me to my home country after an evacuation?
Yes. International SOS will repatriate you to your home country for subsequent in-patient hospitalization or rehabilitative treatment. This is usually performed on a commercial flight with a doctor or nurse escort.

Who will make the decision to evacuate or repatriate me?
All medical decisions are made by the International SOS Medical Directors and Coordinating Doctors (fulltime employees of International SOS) located at each International SOS 24-hour Alarm Center.

Do you have air ambulance aircraft located around the world fully dedicated for your sole use?
Yes. International SOS has our own air ambulances in China, Germany, Papua New Guinea, Russia, South Africa (3) and Singapore. Additionally, International SOS has more than 150 contracted air charter companies providing a complete global network of aircrafts.

Can you evacuate or repatriate me on a commercial airline?
Yes. International SOS uses all available airlines and our own medical teams for stretcher, seated and unaccompanied medical repatriations worldwide.

Are the International SOS aircraft available to the general public?
No. International SOS aircraft operate solely for International SOS to evacuate International SOS members.

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Clinics

Is access to International SOS Clinics included in my membership?
Yes. As part of your membership you have access to the 22 International SOS Clinics located worldwide, subject to their local terms and conditions. To see where the clinics are located or get contact information for a particular clinic, visit the Worldwide Network Directory.

What if there is no clinic where I am located?
Don't worry. International SOS has a global network of more than 15,000 medical providers and 3,500 technical providers managed by our team of dedicated network specialists. To find out where the nearest hospital where appropriate medical care is available, contact any of our 24-hour Alarm Centers worldwide.

Are the costs of clinic services included in the International SOS membership?
No. The member is expected to pay for services rendered.

What is the fee schedule for your clinics?
The specific fees charged at an International SOS Clinic are reasonable and customary based on location and services provided. The schedule varies in each country and includes doctor consultations, diagnostic tests, minor surgical procedures, pharmacy service, vaccinations, etc.

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Terms & Conditions

Can I get a copy of the International SOS Terms & Conditions to review?
Yes. A copy is automatically provided to International SOS members upon subscription. You can download a PDF file of the Terms & Conditions from the International SOS website for the Global Traveler, Scholastic and Student Visitor USA Memberships or request a copy from International SOS.

Can I get a copy of the program emailed or faxed to me?
Yes. To obtain a copy of the program contact the Customer Service department by emailing consumer@internationalsos.com or by calling 800.523.8662 (inside the U.S.) or 215.942.8000 (outside the U.S.) Monday - Friday, 8:30 a.m. - 4:30 p.m. EST.

Are all types of sporting activities covered?
No. Any expense related to accident or injury occurring while the member is engaged in caving, mountaineering or rock climbing necessitating the use of guides or ropes, potholing, skydiving, parachuting, bungee-jumping, ballooning, hang gliding, deep sea diving utilizing hard helmet with air hose attachments, martial arts, rallying, racing of any kind other than on foot and any organized sports undertaken on a professional or sponsored basis is excluded.

Are war risks covered?
Yes, if you are an innocent bystander. However any expense incurred as a result of the member engaging in active service in the armed forces or police of any nation; active participation in war (whether declared or not), invasion, act of foreign enemy, hostilities, civil war, rebellion, riot, revolution or insurrection is excluded.

Is pregnancy covered?
No. Any treatment or expense related to childbirth, miscarriage or pregnancy is not covered. However, this exception does not apply to any abnormal pregnancy or vital complication of pregnancy that endangers the life of the mother and/or unborn child during the first 24 weeks of pregnancy.

Is scuba diving covered?
Yes, proving that you are not using a hard helmet with air hose attachments.

Can I arrange a service myself and send the bill to International SOS for reimbursement?
No. All assistance services must be coordinated by and arranged through International SOS.

Is there an age limit restriction for International SOS membership?
No, but when the member is above 70 years of age, the membership fee is increased.

What is the definition of "Couple"?
Couple means member and his/her spouse or life partner. It does not mean two unrelated people.

What is the definition of "Family"?
Family means member, spouse and dependent children up to the age of 18, or dependent children up to the age of 21, if he/she a fulltime student, or guardian(s) or grandparent(s) traveling with children.

Are pre-existing conditions excluded under the medical evacuation service?
Yes. Pre-existing condition means any medical condition for which a Member has received hospital care during the twelve (12) months immediately prior to commencement of the Service Program or any medical condition that has been diagnosed or treated by a health care provider, including the prescription of medication, within six months prior to the commencement of membership.

However, International SOS can still perform evacuations for excluded conditions on a fee-for-service basis.

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