This section provides you with the answers to the most frequently asked questions about the medical, security and travel assistance services provided by ISOS.
Who is eligible for the ISOS Assistance Services Program?
If you are actively employed by a Center and you are enrolled in the IARC Insurance Plan, you and your respective dependents are eligible to participate in the ISOS Assistance Services Program. (Note: Security evacuation is not available to local nationals in their home country.)
How do I access the services?
In the event of an emergency, call one of the phone numbers listed on your SOS Membership Card or call the Assistance Center collect in Philadelphia, Pennsylvania at +1-215-942-8226..
To ensure a prompt response when calling, you should be prepared to provide the following:
- Your name, location, age, gender and nationality
- Your International SOS membership number: 11BCMA612778 (use this code to also access the ISOS AIARC Web Portal)
- The telephone number from which you are calling (in case you are disconnected)
- Your relationship to the AIARC member employee (if the person calling is not the employee)
- Name, location and telephone number of the hospital, clinic or treating doctor (when applicable)
What if I have pre-trip questions about my travel destination?
In addition to calling the Assistance Center for any pre-trip questions you may have, you can access ISOS’s Country Guides in the ISOS AIARC Web Portal or from the ISOS Assistance Smart Phone App. These comprehensive guides provide both medical, security and general travel advice, such as information on the standard of health care, how to pay for medical care, the availability of medications, safety of the blood supply, embassy/visa information, dialing code information, cultural etiquette and financial and voltage/plug information.
Do I need to activate my membership?
No, your membership is already active. Simply carry the card in your wallet at all times while traveling. Whenever you need service, contact one of the emergency phone numbers listed on the back of the card. You do not need to report specific trip dates to International SOS each time you travel.
What do I do if my card is lost or stolen?
You can print an electronic card by logging in the AIARC Web Portal on www.Internationalsos.com and by entering the ISOS AIARC Membership Number 11BCMA612778.
What if the local facilities are not capable of providing treatment?
If you are hospitalized in an area where adequate medical facilities are not available, International SOS will obtain approval from AIARC to evacuate you to a medical facility capable of providing the required care. A physician supervises evacuations, and when necessary, a medical specialist or nurse will accompany you during the evacuation. An air ambulance will be used when required.
How does International SOS facilitate hospital admissions?
After approval, International SOS will coordinate all billing and insurance verifications including settling any guarantees of payment with the medical provider. This ensures that there is no delay or denial of medical treatment because you are unable to make the up-front payment or because your insurance is not recognized.
Once I am released from the hospital, do the coverage services end?
When your condition is stabilized and International SOS has determined that it is medically advisable to bring you home or to a facility near your permanent residence, International SOS will again obtain approval from AIARC and arrange the repatriation under medical supervision.
Am I able to have someone join me?
Following a medical evacuation, International SOS will arrange for transportation and accommodation for a relative or friend to join you when you are hospitalized outside the Home Country or Country of Assignment.
What about care for my young children?
If you have minor children who are left unattended as a result of your injury, illness or medical evacuation, International SOS will arrange for transportation of such minor children to your Home Country or Country of Assignment.
If I should die, what happens?
If you sustain an injury or suffer a sudden and unexpected illness that results in your death, International SOS will assist in obtaining the necessary clearances for your cremation or the return of your mortal remains. International SOS will coordinate and pay for the expenses of the preparation and transportation of your mortal remains to your home country.
What is security evacuation assistance and coordination?
International SOS will assist you in the event of threatening situations such as civil and political unrest, insurrections, revolution and similar situations by providing information, guidance and resources in the event personal safety and security can no longer be assured.
What should I do if I am concerned about my security or in the event of a security emergency?
You will need to contact International SOS immediately and a security specialist will assist you for both urgent and non-urgent situations.
How do I access up-to-the-minute information about security alerts, warnings and the latest situations?
You can access information from Travel Security Online or download the free smartphone Assistance App from app.internationalsos.com to receive travel and security alerts on your phone directly.