Emergency Protocols and Response Overview

1.4. FAQ's - ISOS

What is the role of International SOS? International SOS provides students, staff and faculty travelling outside Canada on University business with health care and medical and security assistant response services worldwide 24 hours a day.

How does it work? Carry the International SOS membership card with you at all times. It includes the telephone numbers of the three major worldwide International SOS Assistance Centers. In the event of an emergency, call one of the phone numbers listed on the card. If you do not have a card, contact Financial Services (Staff & Faculty) or Student Services (Students).

When do I call International SOS? You can call anytime with a medical, security or travel related question or in an emergency. As a member, advice is unlimited and it is free to call and speak to a representative anytime.

What do I need to do to use the program? To access the services of International SOS call any Assistance Center from anywhere in the world by calling directly, calling collect or calling the toll-free number.

To ensure a prompt response when calling, you should be prepared to provide:

• Your first and last names.
• Your International SOS membership number.
• You are travelling on behalf of Royal Roads University.
• Phone number where you can be reached.
• Reason for your call.

Is International SOS an insurance company? No. International SOS provides medical, security, travel, and emergency assistance, but it is NOT insurance. All RRU Travellers must have appropriate out-of-country health and travel insurance. If there are costs associated with your case (e.g., prescription medication, hospital stays, emergency evacuation), they are the responsibility of the traveller and may be covered by your health or travel insurance.

RRU employee benefits insurance provider BlueCross provides medical emergency travel assistance coverage up to $5 million per lifetime for faculty, staff, and dependents.

Do I need to activate my membership? No, your membership is already active. Download the assistance app on your mobile phone and always carry the card in your wallet while travelling. Whenever you need service, the mobile app will direct you to the nearest Assistance centre, or you can contact one of the emergency phone numbers listed on the back of the card.

Can I use this for personal travel? No. This program can only be used for RRU-sponsored travel. If any component of the work trip is personal, participants will need to use their emergency travel assistance card through an extended health and dental plan.

What if I have pre-trip questions about my travel destination? In addition to calling the Assistance Center for any pre-trip questions, you can access Country Guides by logging in with your membership to International SOS. These comprehensive guides provide both medical and general travel advice, such as information on:

• The standard of healthcare
• Passport and visa requirements
• Vaccination requirements
• Cultural etiquette
• Currency
• Voltage/plug information
• Personal and driving information
• Hygiene: quality of food and water
• Personal safety advice

What steps should I take if I have a pre-existing medical condition that needs to be managed while I am abroad? Contact an International SOS confidential Assistance Centre for a pre-trip consultation.