FAQ - Frequently Asked Questions

What are COMPASS Gold and COMPASS Silver and ISO Med 1 and ISO Med 2 health insurance plans?: They are affordable health insurance plans specially designed for international students. These plans provide short-term, limited accident and sickness insurance coverage. The plans are underwritten by United States Fire Insurance Company, one of the largest and most stable insurance companies in the world. You have the flexibility of going to an in-network or out-of-network medical service provider.
What is the difference between the Compass Plans and the ISO Med plans?: ISO Med 1 and ISO Med 2 are limited accident and sickness student medical plans that were previously underwritten by ACE American Insurance Company and now are underwritten by United States Fire Insurance Company. ISO Med 1 and ISO Med 2 offer great benefits with affordable monthly rates. Each plan is designed for international students. These plans provide short-term, limited accident and sickness insurance coverages. You have the flexibility of going to an in-network or out-of-network medical service provider.
What are VOYAGER and VOYAGER Elite?: VOYAGER and VOYAGER Elite are health insurance plans that cover non-US citizens. The insurance plans are available to international students as well as other individuals holding a visa to the USA (non American), such as scholars, researchers, interns, and dependents who are visiting the USA. The plans provide coverage for illnesses and injuries nationwide and allow you to seek treatment from any qualified doctor and medical service facility.
Where can I find a qualified doctor or hospital?: You can find in-network doctors and hospitals at the PPO network of each of our insurance plans. Go to Doctor & hospital list and choose go to either the First Health Network or Beech Street website.
Do your plans have a network of doctors and hospitals?: Yes, we have a network (PPO) of medical service providers. However, we encourage our members to use the PPOs in order to easily find doctors and save on out-of-pocket expenses. Below are the two PPO’s:
First Health Network,
Ph: T. (800) 226-5116
www.myfirsthealth.com

Multiplan,
Ph: (888) 342-7427
www.multiplan.com
Is ISO an insurance company?: ISO is a membership organization of international students. ISO is the policy holder and administrator of different health insurance plans. The collective body of international students allows ISO to negotiate better insurance rates. All of ISO plans are underwritten by United States Fire Insurance Company, which is the insurance company for all plans.
What is the maximum amount of money the insurance company will pay if I get sick or injured?: The maximum amount of money the insurance company will pay varies from plan to plan. The maximum ranges from $50,000 up to $500,000. Check our plans to see the different benefit levels for each insurance plan.
What is a deductible?: A deductible is the dollar amount of out-of-pocket expenses you must pay to the doctor or to hospital before your policy pays any benefits. The deductible is calculated per event, not per visit. Check your insurance plan's schedule of benefits for the correct deductible that you should pay per event.
What is Co-Insurance?: Co-insurance is the ratio (%) of splitting the bill between you and the insurance company. 80% for the first $5,000 means the insurance company will pay $4,000 and you will pay the remaining $1,000.
What is Medical Evacuation?: A Medical Evacuation means transferring the insured person to the nearest hospital or medical facility in case of an emergency injury or sickness or back to his/her home country. It could be done by any necessary mean of transportation.
What is repatriation?: In case of death, Repatriation benefit covers the transportation of your remains back to your family and your home country.
What is a pre-existing condition?: 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 prior to the date your insurance enters into effect; received treatment for prior to the date your insurance enters into effect; were prescribed medication for prior to the date your insurance enters into effect.
Who is eligible for ISO's health insurance?: Eligibility requirements differ for each plan. All our plans plans are for non-US citizens. COMPASS and ISO Med are plans for international students, VOYAGER and US NetCare are insurance plans for students, dependents, and other non-US citizens in the USA. For specific eligibility requirements please check each plan's policy brochure.
I am studying English as a Second Language (ESL) and it is not for credits. Can I buy any of your plans?: Yes! Any of the COMPASS, ISO Med and VOYAGER insurance plans can cover you. You need a valid F-1 visa in your passport and a valid I-20 issued by your university.
How do I enroll for one of ISO's plans?: The easiest and fastest way to enroll is online. You can also scan and email us the form or fax the form (credit card payment only)using the contact information below.
Email: customercare@isoa.org
Fax: (212) 262-8920
Can I buy insurance for my dependents?: Yes. You can enroll your family members under any of VOYAGER or US NetCare plans.
I am sponsoring a student. Can I get insurance for my student?: Yes. If you are sponsoring a student, you must complete an enrollment form on behalf of the student. You can do it online, by email or by fax.
Do your health insurance plans meet the requirements of the U.S. State Department?: Yes. All of our plans meet or exceed U.S. State Department requirements for foreign students with F1 or J1 visas.
What is a Reasonable & Customary charge?: A Reasonable and Customary charge is the amount normally charged by medical service providers for similar services and supplies in your area of living.
When does my health insurance plan become effective?: Your health insurance plan becomes effective as soon as your enrollment and payment are received, processed, and approved by ISO. Your insurance may take effect on a later date if requested.
Can I purchase insurance for as long as I wish?: The minimum initial insurance period that can be purchased is 3 months for any of our plans. The maximum period of insurance is 12 months. After 12 months you may renew your insurance if you are still eligible under the terms and conditions of the policy.
What should I do if I am sick or injured?: If you are a student and become sick or injured visit your school's Student Health Center. If one is not available or cannot provide the necessary treatment, you should seek treatment with any physician or hospital (in case of emergency). If you are NOT a student, you should seek treatment with a physician or in case of emergency - proceed to a hospital's emergency room. Be sure to bring your medical insurance card with you.
Where can I call if I am not clear about the coverage and benefits?: If you are unclear about your coverage and benefits, contact ISO customer service at (800)244-1180. Our multi-lingual staff will be more than happy to answer your questions and help you. You may also contact our claims company, Klais & Company, Inc. (phone: (800)331-1096 email: iso@klais.com).
My medical service provider (doctor or hospital) would like to verify what is covered by my insurance plan. Where can they call to verify coverage?: The should call our claims company, Klais & Company, Inc. (phone: (800)331-1096 email: iso@klais.com).
Do I have to pay the doctor or hospital?: Whether you pay the doctor or hospital depends on the procedure the doctor or hospital follows. When visiting the doctor, you might be asked to pay the bill yourself. In such a case you should file a claim with the claims company, Klais. In other cases, the medical service provider takes your medical information and contacts claims department directly.
Klais & Company, Inc.
1867 West Market Street
Akron, OH 44313
iso@klais.com
(800) 331-1096
I received medical treatment and paid the bill out of my pocket. How can I get the money back?: To get your money back you will need to complete a claim form and mail it back to the claims department, Klais, along with your bills, statements and receipts. Claim forms are available at our website. Below is the contact information for Klais.
Klais & Company, Inc.
1867 West Market Street
Akron, OH 44313
iso@klais.com
(800)331-1096
I received a bill from my doctor or hospital! What should I do?: If you receive a bill from the doctor or hospital, fill out a claim form and mail the form with the original bill to our claims company, Klais. Make sure to keep copies of everything for your own records.
Klais & Company, Inc.
1867 West Market Street
Akron, OH 44313
iso@klais.com
(800)331-1096
How can I show a proof of insurance to my school?: You may show proof of your insurance to your school by presenting your medical insurance card. Alternatively, you can login to your ISO account, view your account and print or e-mail directly from there. You can also ask ISO to issue a Letter of Confirmation which provides information about your coverage. We can either mail it to you, fax it directly to your school or we can email it as an attachment.
Do I get a medical insurance card? Do I need the card in order to be treated by a medical service provider?: Yes, you will receive a medical insurance card from ISO. It is always advisable to have your medical insurance card whenever you seek medical treatment. However, if you don't have your medical insurance card with you, please ask your service provider to contact either ISO (800-244-1180) or Klais (800-331-1096) to verify your coverage.
Do I get a new medical insurance card when I renew the plan?: No, you do not need a new card. Simply continue using the same card you already have.
Which doctor, clinic, or hospital accepts my insurance?: In general, you may get service from any qualified doctor or other medical facility. Our plans offer nationwide coverage but, not all medical facilities will recognize the name of your plan. Therefore they might ask you to handle the communication with the insurance company. Bring your medical card with you and ask them to verify coverage.
It is possible that the medical service provider will fill in and mail the claim form on your behalf. ISO advises you to go to doctors within the PPO where you can reduce your contribution. The PPOs for our plans are First Health Network, www.myfirsthealth.com and www.multiplan.com.
Can I pay for my insurance plan every month? Can I renew my coverage for one or two months?: The minimum enrollment or renewal term for insurance is 3 months and the total payment for all months is due at the time of enrollment. If you are leaving the country you may renew for less than three months. If you need to renew your plan for less than three months for a different reason, please contact ISO's Customer Care team and we will assist you.
What is ISO's cancellation policy?: We do our best to be sure you are satisfied with our products and service. Insurance plans that have already begun cannot be canceled. If your insurance has already started, a refund will only be permitted if you have joined the military and in active duty. A processing fee of $50 will be applied. Please contact ISO at customercare@isoa.org or (800) 244-1180.
Are there any other fees involved when purchasing insurance?: Yes. There is an application administration fee of $16 to $25 (depending on the plan you purchase) for all new enrollments. You also need to be a member of ISO. First year membership is free, and from the second year, annual student membership is $10 and non-student membership is $25.
Would you charge me for a bounced check?: Yes. If your check bounced ISO will charge you $25 handling fee.
Am I eligible for the ISO Med, or COMPASS plans if I am on OPT?: Yes. Students who are on OPT will be eligible to purchase our ISO Med and Compass health plans as long as their student visa is valid.
How soon will the plan be active?: The plan will be active the next day after your purchase. Right after you enroll you can log into your isoa.org account, view your services and print up an insurance card.
Under the COMPASS plans, I pay the deductible and then the insurance company covers everything?: The insurance will pay everything after the deductible up to the benefit limits. For example, the insurance will pay $35 per visit for one visit per day (12 visit maximum) for any inpatient physiotherapy. If the therapy costs more than $35 per day then the insured person will have to pay the difference.
Do any of the insurance plans cover for dental/vision?: None of our plans cover dental or vision.
Is there a discount if I purchase the insurance for several months?: There is no discount for purchasing several months at one time. The prices that are shown are already discounted. We are able to offer students a discounted insurance because we are a group that purchases the insurance a negotiated low price.
What sort of sicknesses/injuries does it cover?: All of our plans offer different coverage for different sicknesses and injuries. Please check the benefit limits for more information or call our claims company, Klais (800) 331-1096, if you have a more specific question.
How can I get my card?/ When will I get my card?: After you have enrolled in an insurance a plan a card will be mailed to you within 10 business days. You can also log into your isoa.org account and print up a copy of your card.
My school requires a specific start date but I purchased the insurance after the required start dated. Is there any way to change the start date of my coverage?: We only change start dates for members if it is required by their school. In order to change the start date of coverage send an email to ISO with the following information: proof from the school that a specific start date is required, whether or not you have been to a doctor between the requested start date and the present day, Member ID and your full name as it appears on your insurance card.