+1 215-942-8333
FAQs
Company
- Who is International SOS?
- What is an assistance center?
- Does International SOS have a 24-hour hotline?
- How many languages does International SOS support?
- How many people work for International SOS?
- When was the company founded?
Membership administration
- Do I need to be a member to use your services?
- Do I have to go through my insurance company to make a claim for your services?
- How soon before my trip do I need to sign up?
- How can I obtain a price quote or enroll online?
- How do I get a receipt?
- How can I extend or renew my policy?
- How will I get my membership card and how long does it take?
- How can I find my membership number?
- What if I lose my membership card?
- What if I don't know the number to call International SOS?
- Do you offer any member loyalty discounts?
- Are there group discounts?
Membership services
- Can I talk to an English-speaking doctor at International SOS?
- What is the difference between medical assistance and health insurance?
- Does International SOS offer travel insurance?
- Can International SOS provide me with pre-trip information on vaccinations and medical conditions for the countries I plan to visit?
- Will International SOS monitor my medical condition while abroad?
- What if I lose my prescription medication?
- Can International SOS store my medical records so that I can access them while abroad?
- In an emergency, will International SOS have my contact information and my travel itinerary?
Global Traveler Membership
- What is included in Global Traveler Membership?
- What kind of travel insurance is available with the Global Traveler Membership?
Scholastic Traveler Membership
- What is included in Scholastic Traveler Membership?
- I am an American student studying abroad. Is the Scholastic Visitor USA membership the program I should have?
- What kind of travel insurance is available with Scholastic Membership?
Global Visitor USA Membership
- What is included in the International SOS Scholastic Visitor USA Membership?
- Who is intended to purchase the Student Visitor USA Membership?
- I am a visiting scholar to the United States. Why do I need to purchase the Student Visitor USA Membership?
- What kind of travel insurance is available with the Scholastic Visitor USA Membership?
Evacuation & Repatriation
- How many evacuations do you perform annually?
- If I'm evacuated, where will I be taken?
- Will you repatriate me to my home country after an evacuation?
- Who will make the decision to evacuate or repatriate me?
- Do you have air ambulances located around the world fully dedicated for your sole use?
- Can you evacuate or repatriate me on a commercial airline?
- Are the International SOS air ambulances available to the general public?
International SOS clinics
- Is access to International SOS Clinics included in my membership?
- What if there is no clinic where I am located?
- Are the costs of clinic services included in the International SOS membership?
- What is the fee schedule for your clinics?
Terms & Conditions
- Can I get a copy of the International SOS Terms & Conditions to review?
- Can I get a copy of the program details emailed or faxed to me?
- Are all types of sporting activities covered?
- Are war risks covered?
- Is pregnancy covered?
- Is scuba diving covered?
- Can I arrange a service myself and send the bill to International SOS for reimbursement?
- Is there an age limit restriction for International SOS membership?
- What is the definition of "Couple"?
- What is the definition of "Family"?
- Are pre-existing conditions excluded under the medical evacuation service?
Company
Who is International SOS?
International SOS is the world's leading international healthcare, medical assistance, and security services company. Through our worldwide network of assistance centers, clinics, and health and logistics providers, we offer local expertise, preventative advice, and emergency assistance during critical illness, accident, or civil unrest. In 2009, we handled over 4.64 million assistance calls and 1.2 million cases.
What is an assistance center?
Our assistance centers are 24/7/365 call centers staffed by doctors and nurses, security experts, multi-lingual coordinators, and logistics support personnel. We can respond rapidly to any type of emergency or call for assistance.
Does International SOS have a 24-hour hotline?
Yes, International SOS assistance centers are open to members 24-hours a day, 365 days a year. If you have an emergency, please call your nearest assistance center. International SOS assistance centers will accept collect calls.
How many languages does International SOS Support?
International SOS employees speak over 90 languages and dialects in our assistance centers, clinics, and offices.
How many people work for International SOS?
We employ over 6,000 employees across the world, of which 30% are medical professionals—emergency trained physicians, general practitioners, Advanced Life Support (ALS) medics or paramedics and nurses.
When was the company founded?
International SOS Assistance was established 25 years ago by Dr Pascal Rey-Herme and Arnaud Vaissié. In the early, 1980s our founders became aware of the need to deliver international standards of healthcare to the wider expatriate community and to international organizations in South East Asia. From that time, International SOS has grown rapidly and is now has offices in over 69 countries.
Membership administration
Do I need to be a member to use your services?
Yes. Only members can access the benefits of 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 call your nearest assistance center.
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?
Becoming a member of International SOS is easy. You can enter your trip details in the Find a Plan quote form or call +1 800-523-8662 or +1 215-942-8333 for sales inquiries.
How do I get a receipt?
If you require a written confirmation of payment, email the International SOS Customer Service Center at customersupport@internationalsos.com.
How can I extend or renew my policy?
To extend or renew an International SOS membership, contact the Customer Service department by calling +1 800-523-8662 or +1 215-942-8333 or through email at customersupport@internationalsos.com.
How will I get my membership card and how long does it take?
After you have purchased membership, you will be sent immediately an email confirmation. From that email you can print out your membership card—free of charge. You also have the option to receive a plastic membership card in the mail for a small additional fee.
How can I find my membership number?
If you lost your membership number, you can:
- call any assistance center worldwide
- call our Customer Service department at +1 800-523-8662 or +1 215-942-8333
- email us at customersupport@internationalsos.com
What if I lose my membership card?
As long as you know your membership number, you can access International SOS services. You can print a new card by logging into the membership portal. If you don't know your membership number, call an assistance center and we can look it up for you. Should you wish to receive a new plastic membership card, we can mail one to you for an additional fee
What if I don't know the phone number to call International SOS?
Please contact your nearest assistance center, located in key cities such as London, Paris, Tokyo, Singapore, Hong Kong, Sydney and Philadelphia.
Do you offer any member loyalty discounts?
Yes, we offer loyalty discounts to active members that require additional membership coverage. Examples of members that are eligible for discounts include those renewing an annual membership plan and those who have existing corporate membership through their company. For more information, see our existing member page.
Are there group discounts?
Yes, group discounts may be extended to groups of 6 (six) or more whose trip does not exceed 90 days in length. If you would like more information on a group discount, please contact customersupport@internationalsos.com and provide the following information:
- Group organizer name
- Phone number
- Organization name
- Destination or destinations if more than one country to be visited in a single trip
- Number of travelers and their dates of birth
- Trip departure and return dates
Membership services
Can I talk to an English-speaking doctor at International SOS?
Yes. International SOS members can speak to our coordinating doctors about any medical issue by calling our assistance center. Our coordinating doctors are licensed from the U.S.A., Canada, UK, Australia, New Zealand, South Africa, France and other European countries. They have 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 assistance: refers to the advice and help we provide through our assistance centers and network providers. Our assistance centers offer medical advice, help arranging doctor's visits at accredited network providers, and coordinate evacuations. Our network providers comprise over 60,000 accredited doctors, hospitals, ambulances and medical facilities around the world.
Health Insurance: refers to 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.
Does International SOS offer travel and medical insurance?
Yes, International SOS offers optional insurance with the Global Traveler, Scholastic Traveler, and Visitor USA memberships. These plans are provided by Nationwide Insurance.
Can International SOS provide me with pre-trip information on vaccinations and medical conditions for the countries I plan to visit?
Yes, as a Global Traveler or Scholastic Traveler member, you can login to International SOS.com with your membership number to access information on vaccination requirements, infectious diseases common in destinations, food and water safety, and tips on staying healthy while abroad. You can also call an assistance center for vaccination and medical advice on countries around the world.
Will International SOS monitor my medical condition while abroad?
Yes. International SOS coordinating doctors are available 24/7 to monitor 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 Global Traveler and Scholastic Traveler members, where legally permissible. Members are responsible for the cost of the items and shipping & handling charges.
Can International SOS store my medical records so that I can access them while abroad?
Yes, the International SOS Emergency Record allows Global Traveler and Scholastic Traveler members to update their medical records and personal information on their medical history, medications, allergies and personal doctor contact details to a secure location online. These members can also upload any digital documents such as a copies of their passport, dental records, and will. The Emergency Record is accessible through any internet connection.
In an emergency, will International SOS have my contact information and my travel itinerary?
Yes. International SOS has access to emergency contact details of our members in a secure database. You can also login online and provide travel details on upcoming flights, hotels, and contact numbers of friends in the Personal Locator program.
Global Traveler Membership
What is included in Global Traveler Membership?
The most important features of the International SOS Global Traveler Membership are:
- 24/7 medical and security information, advice and reassurance
- help with travel plans - from extending a visa to getting further vaccinations, replacing lost credit cards or referring them to a lawyer or interpreter
- access to security experts who can provide advice during a developing crisis
- medical and dental referrals
- emergency evacuation up to $1,000,000
- arrange repatriation of mortal remains in the event of a fatality
- access to online services including email alerts, country guides, and Travel Security Online, Personal Locator Service and Emergency Record
What kind of travel insurance is available with Global Traveler Membership?
The types of insurance offered with a Global Traveler program are:
- Trip Cancellation/Interruption
- Medical Expenses
- Accidental Death & Dismemberment
Scholastic Traveler Membership
What is included in Scholastic Traveler Membership?
The most important features of the International SOS Scholastic Traveler Membership are:
- 24/7 medical and security information, advice and reassurance
- access to security experts who can provide advice during a developing crisis
- medical and dental referrals
- emergency evacuation up to $1,000,000
- arrange repatriation of mortal remains in the event of a fatality
- access to online services including email alerts, country guides, and Travel Security Online, Personal Locator Service and Emergency Record.
I am an American student studying abroad. Is the Scholastic Visitor USA membership the program I should have?
The Student Visitor USA Membership is intended for foreign visitors coming to the USA on a visa to study or teach.
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
Scholastic Visitor USA Membership
What is included in the International SOS Scholastic Visitor USA Membership?
The most important features of the International SOS Scholastic Visitor USA Membership are:
- 24-Hour Worldwide Medical Information and Assistance
- Medical Referral Information
- Emergency Evacuation up to $50,000
- Medically Supervised Repatriation up to $20,000
- Travel Safety Services
Who is intended to purchase the Scholastic Visitor USA Membership?
The Student Visitor USA Membership is intended for foreign visitors coming to the USA on a visa to study or teach.
I am a visiting scholar in the United States. Why do I need to purchase the Scholastic Visitor USA Membership?
The United States government requires foreign students studying or teaching in the US to have appropriate medical evacuation and repatriation of mortal remains coverage. The Scholastic Visitor USA program helps students meet these government requirements.
What kind of travel insurance is available with the Scholastic Visitor USA Membership?
The types of insurance offered with a Scholastic Visitor USA Membership are:
- Medical Expenses
- Accidental Death and Dismemberment
Evacuation & Repatriation
How many evacuations do you perform annually?
For the calendar year of 2009, International SOS performed more than 16,000 missions, averaging about 45 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 our International SOS Medical Directors and Coordinating Doctors at our Assistance Centers.
Do you have air ambulances located around the world fully dedicated for your sole use?
Yes. International SOS has 11 dedicated air ambulances in Singapore, South Africa, Namibia, Papua New Guinea, Nigeria, China, and Abu Dhabi. Additionally, International SOS can charter other aircraft as required for evacuations.
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 air ambulances available to the general public?
No. International SOS air ambulances operate solely for our members.
International SOS Clinics
Is access to International SOS Clinics included in my membership?
Yes. As part of your Global Traveler or Scholastic Traveler membership, you have access to the International SOS clinics that are open to members.
What if there is no clinic where I am located?
Don't worry, International SOS has a global network of more than accredited 60,000 network providers including doctors offices, hospitals, and clinics.
Are the costs of clinic services included in the International SOS membership?
No. The member is expected to pay for services rendered. However, with the purchase of the optional medical expense insurance, these fees may be reimbursed through the insurance carrier.
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.
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 Traveler, and Scholastic Visitor USA Memberships or request a copy from International SOS.
Can I get a copy of the program details emailed or faxed to me?
Yes. To obtain a copy of the program details, contact the Customer Service department at +1 800-523-8662 or +1 215-942-8333 or email customersupport@internationalsos.com.
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. International SOS membership does not cover any treatment or expense related to childbirth, miscarriage or pregnancy. 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 an International SOS assistance center.
Is there an age limit restriction for International SOS membership?
No, but fees increase when members are over 70 years of age.
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 the child is a full-time student, or legal guardians or grandparents 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.
International SOS can still perform evacuations for excluded conditions on a fee-for-service basis.
Insurance plans underwritten by:
