Frequently Asked Questions

Who is International SOS?

International SOS is the world’s leading medical and travel security risk services company. We care for clients across the globe, from more than 850 locations in 92 countries. Teams work night and day to protect our members. We pioneer a range of preventive programs strengthened by our in-country expertise. We deliver unrivalled emergency assistance during critical illness, accident or civil unrest. We are passionate about helping clients put ‘Duty of Care’ into practice. With us, multinational corporate clients, governments and NGOs can mitigate risks for their people working remotely or overseas.

What is an assistance center?

Our assistance centers are staffed 24/7/365 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 about 100 languages and dialects in our assistance centers, clinics, and offices.

How many people work for International SOS?

Our expertise is unique: More than 11,000 employees are led by 1,400 doctors and 200 security specialists.

When was the company founded?

International SOS was founded 30 years ago by Dr. Pascal Rey-Herme and Arnaud Vaissie. In the early 1980’s, our founders became aware of the need to deliver international standards of healthcare to the wider expatriate community and to international organizations in Southeast Asia. From that time, International SOS has grown rapidly and has offices in more than 90 locations worldwide.

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 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 membership?

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, an email confirmation of coverage will be sent to the email address you used during your purchase. 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 our Customer Service department at +1 800-523-8662 or +1 215-942-8333
• Email us at customersupport@internationalsos.com
• Call any assistance center worldwide

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 members’ only website. If you don't know your membership number, you can:

• Call our Customer Service department at +1 800-523-8662 or +1 215-942-8333
• Email us at customersupport@internationalsos.com
• Call any assistance center worldwide

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

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 any of our assistance centers. 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 76,000 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, 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.

What is included in Global Traveler Membership?

The most important features of the International SOS Global Traveler Membership are:

• 24/7 medical 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
• medical and dental referrals
• emergency medical evacuation up to $1,000,000
• arrange repatriation of mortal remains in the event of a fatality
• coverage while traveling 100 miles (160 km) from place of residence
• access to online services including email alerts and country guides
• access to the International SOS Assistance App

What kind of travel insurance is available with Global Traveler Membership?

The types of travel insurance offered with a Global Traveler program are:

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

What is included in Scholastic Traveler Membership?

The most important features of the International SOS Scholastic Traveler Membership are:

• 24/7 medical 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
• medical and dental referrals
• emergency medical evacuation up to $1,000,000
• arrange repatriation of mortal remains in the event of a fatality
• access to online services including email alerts and country guides
• access to the International SOS Assistance App

I am an American student studying abroad. Is the Scholastic Visitor USA membership the program I should have?

No. The Scholastic Visitor USA membership is intended for foreign visitors coming to the US on a visa to study or teach. You should have the Scholastic Traveler membership.

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

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 $75,000
• Medically Supervised Repatriation up to $25,000
• access to online services including email alerts and country guides
• access to the International SOS Assistance App

Who purchases the Scholastic Visitor USA Membership?

The Scholastic Visitor USA membership is intended for foreign visitors coming to the US 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

How many calls does International SOS answer a year?

Our doctors, nurses and medical and security professionals answer about 4.7 million calls a year.

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 eight dedicated air ambulances in Singapore, Johannesburg, Dubai, Baden-Baden, Tianjin and Port Moresby. Additionally, International SOS charters other aircraft as needed 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.

Is access to International SOS Clinics included in my membership?

Yes. As part of the Global Traveler or Scholastic Traveler membership, you have access to the International SOS clinics that are open to members. But always call the local assistance center first. Read more about clinics.

What if there is no clinic where I am located?

Don't worry, International SOS has a global network of more than accredited 76,000 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.

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 the following hazardous activities including, but not limited to trekking, 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 coverage?

Yes. International SOS can cover travelers up to 85 years old.

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 medical evacuation service?

No. International SOS coverage was recently changed to include evacuation service for pre-existing conditions.