Frequently Asked Questions

How do I...

» How do I enroll?
» How do I receive a replacement insurance identification card?
» How do I access a listing of in-network providers and facilities?
» How do I view my school-sponsored student health insurance plan brochure?

Travel Assistance Services

» Who do I call in an emergency away from campus?
» How do I find a qualified medical provider when I am traveling?
» Will I receive a separate ID card for the travel assistance services?
» Do I have to call On Call International before I leave on a trip?
» If I have an accident or illness, and the hospital or I arrange all the necessary transportation, will On Call International reimburse me for the expenses involved?
» What if the foreign hospital refuses to accept my insurance and requires me to pay in full at the time of services?
» Will On Call International transport a family member or friend to be at my side?
» What happens when I'm ready to be discharged but I still need assistance?
» I don't travel internationally--what's the benefit of this service to me?
» Why is it important to use your emergency assistance services?
» Do I have to purchase my school's student health insurance plan to receive travel assistance services?
» What are emergency travel assistance services?

Why Buy Student Insurance

» What is spouse and dependent coverage?
» Why should I purchase a student health insurance plan?
» What are the risks and costs of purchasing a short-term policy?

International Student Information

» What are the insurance requirements for international students in Massachusetts?
» What are the Visa requirements for international students?

Questions about Claims

» How do I file a claim for foreign medical services?
» Is it my responsibility to file a medical claim?

Plan Coverage

» What do I do if I am sick and need to go to the hospital?
» What access to local and national providers do I have?
» Does my health insurance plan cover treatment for substance abuse and mental illness?
» Does my health insurance plan cover pregnancy?
» When is pre-certification required?

How do I enroll?

  • Search for your school on the homepage
  • Find the plan you would like to enroll in and click the enrollment link
  • Fill out the enrollment application

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Who do I call in an emergency away from campus?
If you have an emergency while traveling at least 100 miles from your primary residence or when traveling in a foreign country, call On Call International as soon as possible by dialing 866-525-1956 (within the United States) 603-328-1956 (outside the United States). On Call International can provide the travel and medical assistance services.

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How do I find a qualified medical provider when I am traveling?
Call On Call International at any time, day or night to speak with an Assistance Coordinator who can refer you to a qualified medical professional in your travel location.

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Will I receive a separate ID card for the travel assistance services?
Yes. Once you enroll in a student health insurance plan that includes these benefits, you will receive an On Call International member card. The card may be used for services in the United States (anytime you are 100 miles or more from your campus address) or in any other country. Always carry the card with you when you travel. The 24-hour help-line telephone number is printed on the cardYes. Once you enroll in a student health insurance plan that includes these benefits, you will receive an On Call International member card. The card may be used for services in the United States (anytime you are 100 miles or more from your primary residence) or in any other country. Always carry the card with you when you travel. The 24-hour emergency assistance telephone number is printed on the card.

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Do I have to call On Call International before I leave on a trip?
It is not required that you contact On Call International before you leave on a trip; however, if you will be traveling for more than one semester, please contact On Call International to receive valuable pre-trip and extended travel information. Also, remember to take your On Call International card with you and call if you need medical, travel or security advice or assistance.

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If I have an accident or illness, and the hospital or I arrange all the necessary transportation, will On Call International reimburse me for the expenses involved?
No. On Call International is a service provider, not an insurance company; therefore On Call International must make the arrangements for all services. On Call International cannot reimburse participants for any assistance expenses not arranged, approved and provided by On Call International.

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What if the foreign hospital refuses to accept my insurance and requires me to pay in full at the time of services?
You will need to pay the provider and then file a claim for foreign medical assistance with Aetna Student Health. If you do not have the funds available to pay the hospital, On Call International can help you make financial arrangements with the provider. The source of the funds is your responsibility.

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Will On Call International transport a family member or friend to be at my side?
Yes. If an eligible participant is traveling alone and the participant is expected to be hospitalized for seven or more days, On Call International will transport a family member or friend to be by the participant's side. On Call International must coordinate and pre-approve the transport in order for the benefit to apply.

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What happens when I'm ready to be discharged but I still need assistance?
If you still need assistance at the point of discharge from the hospital and the treating doctor and On Call's medical team recommend that you return home for follow-up care, On Call International will arrange and pay for any medically necessary return arrangements you require. For example, On Call can coordinate and pay to return you home with a medical escort if the treating physician and On Call's medical team recommend that that is the safest way for you to travel.

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I don't travel internationally--what's the benefit of this service to me?
On Call International will help you with any medical situation if you are 100 miles or more from your primary residence or traveling in a foreign country - this can mean while you're on campus, studying abroad, or on spring break. If you become ill or have an accident while traveling, you may not know how to access care, but with On Call International, you can call 24 hours a day, 365 days a year for assistance and advice.

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Why is it important to use your emergency assistance services?
By calling On Call International immediately, you can receive services before your medical condition becomes serious. Also, On Call International can protect you in the event of an emergency by getting you to appropriate medical care when there may not be good local medical facilities.

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What are emergency travel assistance services?

Medical Services:
Most Aetna Student Health Insurance programs include access to emergency assistance services when you are traveling 100 miles or more away from your primary residence or outside your country of residence. You can access the On Call International assistance services 24 hours a day, 365 days a year during your policy effective period. On Call International provides a wide array of services to assist you in the event of an emergency. Some of the many services include:

Medical Consultation and Evaluation - Your call to the On Call International Global Response Center will be handled by professionals who will refer you to qualified doctors and medical facilities throughout the world.

Medical Consultation and Evaluation - Your call to the On Call International Operations Center will be handled by medical personnel who will refer you to qualified doctors and medical facilities.

Medical Monitoring - On Call International's Global Response Center will communicate regularly with your attending physician. On Call's medical team will monitor your condition by reviewing medical reports and consulting with your attending physician. On Call's Assistance Coordinators will relay information to you and to your family if you release them to do so.

Emergency Medical Evacuation - Should adequate medical facilities not be available locally, On Call International will evacuate you, by whatever means medically necessary, to the nearest medical facility capable of providing you with appropriate care.

Foreign Hospital Admission Guarantee - On Call International will assist you in gaining access to emergency medical care by validating your health insurance coverage.

Medically Necessary Repatriation - If you require special arrangements to return home upon being discharged from the hospital, On Call International will coordinate and pay for the medically necessary arrangements to get you back to your primary residence or campus location.

Prescription Assistance - If you are traveling and require prescription medication, On Call International will help you fill that prescription.

Emergency Trauma Counseling - On Call International will provide online telephonic counseling for emergency situations while traveling.

Personal Assistance Services include:

General travel information - On Call International will provide you with pertinent travel information such as passport and visa requirements, country-specific cultural information and travel advisories.

Transport of a family member - if you are injured or fall ill while traveling alone more than 100 miles from your primary residence and will be in the hospital for more than 7 days, On Call International will arrange and pay for economy transportation for a family member or friend to join you.

Legal Assistance - On Call International will refer you to legal counsel in the event you have been arrested or detained. On Call International will also notify the consulate/embassy.

Lost Documents/Lost Luggage and Translation assistance - On Call International will assist you in replacing lost documents such as passports and will assist in the tracking of lost luggage. Additionally, On Call International provides telephonic translation assistance.

Return of Mortal Remains - On Call International will render every possible assistance in the event of a death while traveling. This service includes locating a sending funeral home to prepare the remains for transport, procuring required documentation and the necessary shipping container.

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Do I have to purchase my school's student health insurance plan to receive travel assistance services?
To find out if your school offers emergency assistance services:

  • Read your school's Health Insurance Plan brochure by clicking on Find your School; type your school's name then click on the Full Plan Details tab on your school-specific website.
  • Contact your school's Health Center or Insurance Office.
  • Call Aetna Student Health's Customer Service Center at 1-877-480-4161.

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What is Spouse and Dependent coverage?
You may also need insurance for your family while attending school. The first step is to ensure your school offers dependent coverage. (Your student health insurance brochure will highlight this information). During the open enrollment period, you may add your dependents onto the student health insurance plan. You may also add a dependent outside of the enrollment period when you experience a "change in life status" (marriage, birth, divorce, or loss of a job).

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What access to local and national providers do I have?
A national network of more than 1 million health care providers. That includes more than 567,000 primary care doctors and specialists and more than 5,400 hospitals.* Of course, you can also seek treatment with a non-preferred physician or hospital, but you can generally reduce your out-of-pocket expenses and maximize your savings by using Preferred Providers that bill Aetna Student Health directly.

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Why Purchase a Student Health Insurance Plan?

  • Enrollment periods are specific to your academic schedule.
  • Enrollment requirements do not depend on age, but on student eligibility status as determined by your school.
  • Coverage is continuous during your academic career, 24 hours a day, anywhere in the world--summer break included.
  • The student health insurance plan coordinates care with each campus and its local community providers to promote access to appropriate medical care.
  • In most cases, a student health insurance plan will include a worldwide travel assistance service offering unlimited emergency medical evacuation services.
  • Spouse and dependent coverage is available at most schools.

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What are the insurance requirements for international students in Massachusetts?
Massachusetts Students Must Have Health Insurance - It's the Law!

If you are planning to attend school in Massachusetts, you must have health insurance that provides adequate coverage and is easily accessible (that is, insurance that is recognized and available in Massachusetts). This is the law under QSHIP (Qualifying Student Health Insurance Program).

  • Coverage by an insurance company outside the U.S. is not considered comparable.
  • National Health Service Programs from other countries are not considered comparable.
  • If you have comparable coverage, and the University you attend allows you to waive the student health plan, it is your responsibility to provide proof of comparable coverage by following the waiver process at your school.

Visit the Massachusetts Division of HealthCare, Finance and Policy at: http://www.state.ma.us/dhcfp

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How do I file a claim for foreign medical services?
When You Receive Treatment Outside the United States:

Most providers outside the United States will not file a medical claim for you. If that's the case, you'll need to pay the provider in full for your treatment and then file a claim with Aetna Student Health.

What you will need to do:

STEP 1 - Get an itemized medical bill from the provider-in English, if at all possible-before you leave the country you're in. The bill should include:

  • The full name and address of the provider
  • The date that services were provided
  • A detailed listing with separate charges for each service provided
  • A notation that you paid the bill in full (This is very important so that we'll know to send any payment to you, not to the provider.)

STEP 2 -Send us the itemized bill, along with the following information:

  • Student's name
  • Patient's name (This is especially important if the patient is the student's spouse or dependent)
  • School name
  • Student's identification number or Social Security number

You may write this information right on the bill, if there's space, or attach a separate piece of paper, if necessary.

Mail the bill to:
Aetna Student Health Claims Administrators, Inc.
P. O. BOX 981106
EL PASO TX 79998

STEP 3 - Be sure to include your current mailing address if you're studying abroad for the year, so we'll know how to reach you. When we receive your claim, we will process it according to the benefits and other plan provisions of your school's student health insurance plan.

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What are the risks and costs of purchasing a short-term policy?
There are many health insurance plans that students can buy on a short-term basis.

Why is selecting a school-sponsored student health insurance plan more advantageous than buying a short-term policy?

  • Short-term policies may have strict enrollment guidelines.
  • Pre-existing conditions may be limited or completely excluded from a short-term policy.
  • There is no guarantee that you can extend coverage past your original enrollment period.
  • The policy may not provide travel assistance services with unlimited medical evacuation or repatriation.

Should I consider COBRA an option for my health plan? There are many reasons your student health insurance plan may be a more advantageous plan:

  • Monthly COBRA premiums can possibly change if your company previously paid a percentage of your premium while employed.
  • Under COBRA your former employer can charge you up to 102% of the total premium amount to continue coverage in your original plan.
  • Aetna Student Health premiums will remain the same throughout your enrollment period.
  • COBRA coverage could run out while you are still in graduate school because employers are required to offer the COBRA option only for a set number of months.
  • Aetna Student Health coverage is guaranteed during the entire enrollment period.

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What are the Visa requirements for international students?
U.S. federal regulations require J-1 students and dependents to buy health insurance. (It is strongly recommended that F-1 students and dependents also buy health insurance.) According to current regulations, J-1 students and their J-2 dependents must buy health insurance that provides:

  • Medical benefits of at least $50,000 for each accident or illness
  • A deductible of $500 or less for each accident or illness
  • Benefits for medical evacuation of at least $10,000.
  • Benefits for repatriation of remains of at least $7,500

In order to participate in a J-1 Exchange Visitor Program, students and dependent family members must continue this healthcare coverage throughout their stay in the U.S.

Please see the link for International Students.

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What do I do if I am sick and need to go to the hospital?
Your student health insurance plan may require you to contact Aetna Student Health when you are being admitted to the hospital on an inpatient basis. Outpatient services, including day surgery and emergency room visits, do not need to be pre-certified. Your specific pre-certification requirements are listed on the back side of your student health insurance identification card. If it is not an emergency, your plan may have a referral requirement through the health center.

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Does my health insurance plan cover treatment for substance abuse and mental illness?
Most of Aetna's Student Health student health insurance plans provide coverages for medically necessary treatment of substance abuse and mental illness conditions. Generally, the extent of coverage may depend on whether the treatment is provided on an inpatient or outpatient basis. Please refer to your student health insurance brochure for specific details or call the toll-free 800# on the front of your student identification card.

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Does my health insurance plan cover pregnancy?
Most of Aetna Student Health's student health insurance plans provide coverage for a pregnancy the same as any other medical condition. Please refer to your student health insurance brochure for specific details or call the toll-free 800# on the front of your student identification card.

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Is it my responsibility to file a medical claim?
If you visit an In-Network Preferred Provider, they should file a medical claim on your behalf. In the event that the provider does not submit a claim for you, see your plan brochure on how to file a medical claim.

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How do I receive a replacement insurance identification card?
You can request a new plastic ID card or print a copy of your ID card by searching for your school-specific website and clicking "Print Your ID Card".

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How do I access a listing of in-network providers and facilities?
A complete listing of participating Preferred Providers and Pharmacies are available through the internet by accessing DocFind.

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How do I view my school-sponsored student health insurance plan brochure?
The brochure can be downloaded from your school-specific website. Search for your school name on the homepage where it says "Find Your School".

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When is Pre-certification required?

Pre-certification is required for all inpatient admissions. Pre-certification is obtained by contacting Aetna Student Health Claims Administrators, Inc. (Please note: pre-certification is not required for any outpatient services)

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*Aetna website. http://aetna.com/about-aetna-insurance/aetna-corporate-profile/facts.html.

Aetna Student Health provides access to certain Accidental Death and Dismemberment (AD&D); Medical Evacuation/Repatriation (MER); Natural Disaster and Political Evacuation (NDPE); and Worldwide Emergency Travel Assistance (WETA) coverages and services through a contractual relationship with On Call International, LLC (OnCall). AD&D coverage is underwritten by Fairmont Specialty dba United States Fire Insurance Company (USFIC). MER & NDPE membership services are administered by OnCall. These services, programs or benefits are offered by vendors who are independent contractors and not employees or agents of Aetna Student Health. This material is for information only. Plans and programs provided through OnCall contain exclusions and limitations. Review the Aetna Student Health Description of On Call Services document for conditions, limitations and exclusions. Information is believed to be accurate as of the production date; however, it is subject to change. Policy forms issued in OK include: GR-96134. Aetna Student Health is the brand name for products and services provided by Aetna Life Insurance Company, Chickering Claims Administrators, Inc. and their applicable affiliated companies.