Healthcare on Non-op Overseas Duty

NZDF aims to provide our personnel and their families access to quality healthcare no matter where in the world they may be required to be.

Healthcare on Non-op Overseas Duty

International SOS

If you’re heading overseas for non-operational work (whether it’s for a training course, as a Defence Attaché or for a conference), your medical and travel security needs will be covered through International SOS.

What do I need to do?

  • Download the International SOS Assistant App to your mobile – from app.internationalsos.com(external link) or from app stores. Use NZDF’s membership number (Z76YCA647550) to access the app
  • Save NZDF’s membership number (Z76YCA647550) in your mobile
  • Save the ISOS Assistance Centre phone number for your country in your mobile (you can find this number on the back of your NZDF ISOS Membership Card or on the ISOS website www.internationalsos.com)(external link)
  • Put your NZDF ISOS Membership Card in your wallet
  • Visit www.internationalsos.com to sign up for email alerts

Please note: private travel is not covered by ISOS – remember to take out appropriate travel insurance for when you’re travelling privately to another country.

Families

You’ll need to tell your family:

  • That families, if they are accompanying you, are covered by ISOS as well
  • How they can access ISOS (follow the instructions under “What do I need to do?”)
  • That private travel is not covered by ISOS – remember to take out appropriate travel insurance for when they’re travelling privately to another country

Does ISOS arrange access to routine healthcare?

ISOS can give you advice on how and where to access all health care. However, as per the current process, you’ll need to arrange and pay for routine healthcare (GP visits, dentists, physiotherapy etc) yourself and claim the cost back from your administration unit.

Frequently Asked Questions

Who is ISOS?

International SOS (or ISOS) is the new provider of medical and travel security assistance for NZDF duty travellers and NZDF personnel and their families who are on non-operational deployments. ISOS is replacing CustomerCare, the previous provider.

When does ISOS take over from customer care?

ISOS takes over from Monday 20 November 2017.

If you are currently receiving treatment with the support of CustomerCare, CustomerCare will continue to manage your treatment until 31 December 2017, after which you’ll be transitioned onto the ISOS service. However, for any new medical issues (or for travel advice), ISOS is to be contacted from 20 November 2017.

Who can access ISOS's services?

All non-operationally deployed NZDF personnel and their families, plus duty travellers, have access to ISOS’s services.

What issues can I contact ISOS about?

You can contact ISOS for any medical and travel related questions or help. Some examples are:

  • Health emergencies
  • Doctor and dentist referrals
  • Lost wallet
  • Hotel referral
  • Directions
  • Air quality
  • Airline delays
  • Vehicle accidents
  • Toothache
  • and many more

Travel and medical advice from ISOS incurs no extra charge to NZDF, so you can even contact ISOS for advice on countries you’re travelling to in a private capacity.

Does ISOS arrange access to routine healthcare?

ISOS can give you advice on how and where to access all health care. However, as per the current process, you’ll need to arrange and pay for routine healthcare (GP visits, dentists, physiotherapy etc) yourself and claim the cost back from your administration unit.

How do I access their services?

To access ISOS services, you’ll need to ring the ISOS Assistance Centre for your country. You can find this phone number on the back of your NZDF ISOS Membership Card or on the ISOS website.

You’ll need to have the NZDF membership number ready to give the operator (Z76YCA647550).

What do I need to do before I go overseas?

  • Download the International SOS Assistant App to your mobile – from app.internationalsos.com or from app stores. Use NZDF’s membership number (Z76YCA647550) to access the app
  • Save NZDF’s membership number (Z76YCA647550) in your mobile
  • Save the ISOS Assistance Centre phone number for your country in your mobile (you can find this number on the back of your NZDF ISOS Membership Card or on the ISOS website)
  • Put the NZDF ISOS Membership Card in your wallet
  • Visit www.internationalsos.com to sign up for email alerts
  • If your family is accompanying you, make sure that they know about ISOS and how to access its services (as per the above steps)

What happens if I lose my NZDF ISOS membership card?

You can:

  • print a new card from the ISOS website
  • request a new card from HRSC (if you’re overseas) or from DSSG (if you’re in NZ)
  • request a new card from your Business Manager (Australia, UK, USA and Singapore only)

I'm deployed overseas and I want to take a private trip to another country. Does ISOS cover me while I'm on private travel?

Private travel is not covered by ISOS – you’ll need to remember to take out private travel insurance for when you and your family are travelling privately. However, travel and medical advice from ISOS incurs no extra charge to NZDF, so you can contact ISOS for advice on countries you’re travelling to in a private capacity.

I didn't receive an ISOS pre-trip advisory with my itinerary - where can I get this from?

If you are in NZ, call our local ISOS Assistance Centre on +61-2-9372-2468 (ring collect). Otherwise ring the ISOS Assistance Centre phone number for your country. You can find this number on the back of your NZDF ISOS Membership Card or on the ISOS website. The ISOS Assistance Centre will generate your trip advisory and send it to you.

I'm currently receiving care with CustomerCare - will ISOS take over?

If you are currently receiving treatment with the support of CustomerCare, CustomerCare will continue to manage your treatment until 31 December 2017, after which you’ll be transitioned onto the ISOS service. However, for any new medical issues (or for travel advice), ISOS is to be contacted from 20 November 2017.

How do I find out more about ISOS's services?