Our goal is to minimize our clients’ workload, while providing easier access to plan information and other resources.

Current Compass Clients
Prospective Compass Clients


Current Compass Clients
Prospective Compass Clients

Advisors / Administrators

Current Compass Clients

Who do I contact if I have a question about my program?
Either the Advisor Contact that had been identified within the Administrative Guide or your Compass Account Executive will be pleased to assist you in answering your questions.

What services does Compass have to help in the communication of the plan to the insured individual?
Compass can help develop an orientation program and package for your insureds. This will include information on health & wellness, how to best use the medical system and how to use the insurance.

What is the best method of assisting individuals with a claims or enrollment question?
The individual insured is encouraged to access assistance from customer service directly. This experience is more important for international students as it is part of their new surroundings and helps the individual acclimate to their new living situation. The “self-help” approach will also help avoid an over-dependence on the advisor. If you are working with an insured individual that has a question, it is suggested that you first identify the information and assistance options in the brochure and on the website (email, toll-free help), then direct the insured to first seek help there. For those situations that need your intervention, make contact with the advisor contact that had been identified within the Administrative Guide. This person will be able to act as an ombudsman on your and the insured’s behalf.

How can my participants contact the claims or customer service office?
Several of our partner carriers provide online access to claims information and claim status. Plan participants should visit the website identified in the brochure or on this website to access this information. Participants may also call the toll-free number to speak with a customer service rep. In addition, all of our partner carriers encourage contact them by email. Again, this contact information is on the brochure and on this website.

How long does it take to process enrollments?
This will vary slightly by carrier but generally, electronic enrollments (via email or uploaded directly on the website) are entered into the system within two days of receipt. From there, ID’s will be sent within 5 business days.

How long does it take to process claims?
Claims with all the necessary information will be processed within 10 business days. The key element here is that the insured needs to provide the information necessary to process a claim such as itemized bills, claim form, attending physician statements.

Prospective Clients
What services will Compass offer my group?
Compass will consult with you to determine what services and plan design will best meet your group’s needs. We will also work on your behalf to contract with an insurance carrier that will provide a plan that is well-priced.

What would be the rate for my group?
Compass will negotiate a plan that is competitive but there is not a “set” rate. Factors that affect the rate include average age, location, length of the program, past claims activity, etc. A Group Quotation form is also listed in the “Prospective Client” tab. Contact a Compass Account Executive by email, or by phone at 800-767-0169, x22 for a quote.

Should I work with a group or voluntary insurance plan for my program?
Group plans provide the best value and often are easier to administer. (See Elements associated with a group plan for more information). There are, however institutions or programs that may not be able to commit to a group plan because of size or administrative barriers. In these situations, Compass will work to develop an option that will better meet your group’s needs. Contact Compass Benefits to develop a solution for your organization.

How do I start a group plan?
Your advisors at Compass have assisted many programs transition to a group plan and will be able to advise you on issues related to plan design, plan communications and enrollment methods. Again, please see Elements associated with a group plan for more information.

Student / Scholar / Traveler Clients

Current Compass Clients

What do I do if I'm sick or injured?
If an insured is a student and has access to a Student Health Center, these individuals are strongly encouraged to first utilize the services of their Student Health Center. Benefits are often better for care provided by, or referred by the Health Center. Also, the Health Center is more accustomed, and generally more effective in working your needs. If a Health Center is not available, or care is required beyond the Health Center, contact a physician/facility in your Preferred Provider Organization (PPO) if one is part of your plan. If a PPO is not part of your insurance plan, seek advice from others in your community (friends, advisors, peers). If your medical condition is an emergency, visit the nearest appropriate medical facility or call 911.

How do I locate a PPO Preferred Provider in my area?
Most PPO networks provide a list of participating providers on their website. This website should be on both your insurance brochure and ID card. A toll-free telephone number is also provided in your plan brochure or on your medical Identification Card.

What do I do if I require treatment and I haven't received my ID card?
Even though you may not have received your ID card, you can still seek treatment. Request that the provider contact the appropriate Customer Service listed on this website or on the brochure for verification of coverage.

How do I submit (file) a claim?
The information needed to submit a claim is located on your plan brochure, the back of your ID Card, and on your plan claim form.

Where can I get a Claim Form?
You can get a claim form online by selecting your insurance company at the “Current Client” section of the Compass website. You also can call the toll-free number listed on the website, on your plan brochure, the back of your ID Card, and on your plan claim form.

What information do I need to provide when filing a claim?
You must mail the following items to your Claim Administrator:

1. Completed Claim Form including insured's name, address, social security number and name of the organization or institution under which the individual is insured

2. All itemized medical and hospital bills

3. Copies of receipts if the bill has been paid and you are to be reimbursed.

Be sure to keep a copy of all documents for your records.

How can I check the status of a claim?
Some of our partner carriers provide details of a pending or processed claim online by logging onto the Insured Participant site. Refer to the “Current Client” section on this Compass website, and click on the appropriate company handling your insurance for details. Other options are also available including telephone help and email. Again, these options are detailed in the brochure and on this Compass website.

Prospective Clients
Why do I need student medical insurance?
Although you may be healthy, you can never predict a serious illness or accident. If you do need medical care, particularly if it is an involved or serious condition, it will be expensive - medical care in the U.S. is more costly than any other country. Large unpaid medical bills will seriously affect your financial status and could affect your ability to continue with your education. This is particularly true for international students as the government support agencies will not assist in the payment of your medical bills.

Who is eligible for a Compass Medical Insurance Plan?
Voluntary Plans. The eligibility can vary by company but generally, all full-time students are eligible. The eligibility is broader for those involved with international education. This could include visiting faculty, scholars or other person possessing and maintaining a current passport and educational visa, engaged in fulltime educational activities. Be certain to review the eligibility requirements before purchasing, particularly those that have applied for permanent residency status. Group Plans. Eligibility for plans will vary by the group’s guidelines. Please check your group’s eligibility guidelines for details.

Can I enroll my spouse and/or children in the student medical insurance plan?
Insured participants may also purchase coverage for their dependent spouse and/or child(ren). The definition of eligible dependents can vary by group but generally they are the spouse which resides with the insured student and unmarried children under nineteen years of age, who are not self-supporting and reside with the insured student. Dependents must be enrolled for the same term of coverage for which the insured student enrolls unless the dependent status has recently changed (birth, marriage, has just entered the country). Dependent coverage expires with that of the insured student.

How much does the student medical insurance cost?
The cost can vary by location, plan selected and age. Please review the options listed in “Prospective Clients” section of this website for more details.

What does the insurance plan cover?
Insurance benefits will vary by the plan selected. Most plans will provide coverage for eligible expenses incurred for treatment received in a hospital, in an outpatient clinic and by a physician. Be certain to read your Program’s brochure for complete details.

Are there conditions that the medical insurance plan will not cover?
Yes. The lists of conditions that will not be covered and specific limits in coverage are called exclusions, limitations or reductions. Be certain to read these sections carefully, particularly if you have a pre-existing medical condition.

When would coverage begin?
Coverage begins the day you requested coverage to begin or the date we receive payment of premium, or the date you become first eligible, whichever is later.

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