Frequently Asked Questions

Who do I call in an emergency away from campus?
If you have an emergency while traveling at least 100 miles from campus, call On Call International as soon as possible by dialing 1-866-525-1956.

How do I find a qualified medical provider when I am traveling abroad?
You can call On Call International at any time, day or night to speak to a medical professional and receive information on medical providers in your travel location.

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 home 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 card.

Do I have to call On Call International before I leave on a trip?
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 advice or assistance.

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 and provided by On Call International.

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. (How to File a Foreign Claim) 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.

Will On Call International transport a family member or friend to be at my side?
Yes. If an eligible participant is traveling alone and it seems likely that they will be hospitalized for more than seven days, On Call International will transport a family member or friend to that location.

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, On Call International will arrange for you to come home with a medical/non-medical escort.

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 campus address--this can mean your weekend trip home or your vacation plans. 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.

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.

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 Finding your School; type your school's name or policy number and click on Read your Plan Brochure.
• Contact your school’s Health Center or Insurance Office.
• Call Aetna Student Health's Customer Service Center at 1-800-966-7772.