Insurance travel and safety
International travel is an important part of UNSW activities. Your safety during travel is of the upmost importance. UNSW has engaged International SOS, a medical and travel risk management service to help UNSW take proactive steps to minimise and avoid risk for its travellers.
International SOS services are available to help you prepare for travel and during your trip. You have access to assistance and advice for medical, security and other risks associated with overseas travel. International SOS also provides emergency assistance if things go wrong while you are travelling overseas. The International SOS service does not apply to travel within Australia, so for domestic travel emergencies (you are seriously injured, need urgent medical help or your life is being threatened) you should contact local emergency services for help.
Information is available online via the International SOS Portal or by calling the International SOS Sydney Assistance Centre on +61 2 9372 2468.
Note: International SOS is not an insurance company, it provides travel risk management. ACE Insurance will continue to provide UNSW's travel insurance. The ACE Assistance card is replaced by the International SOS Membership Card. To obtain a card, visit the International SOS Portal.
- Before I travel
Read the UNSW Travel Procedure and ensure you obtain any necessary approvals your need to travel.
- What is International SOS?
- As soon as you know you are travelling, sign yourself up for email alerts for each of the countries/cities you will travel to or through by clicking here
- Review the country guides
- Contact the assistance centre (available 24/7) to get a travel brief over the phone
- Ensure your International SOS app is active – allowing you access to medical and security alerts while you’re away
- Call an assistance centre 24/7 if you:
- Need a referral for a doctor, dentist or other care
- Hear of travel disruption affecting your itinerary
- Hear of adverse weather or a natural disaster that impacts your itinerary
- Hear of riots or protests outside your hotel or place of business
- Require a language translator
- Need prescription medication
- Your wallet /passport/ identification documents are lost or stolen
- Are the victim of a theft or assault
In an Emergency
- Call an assistance centre 24/7 in any emergency situation. International SOS will assist you and your managers with:
- Hospitalisation and medical monitoring (including upfront payment to ensure emergency admission)
- Step-by-step security instructions and advice to ensure your safety
- Operational and logistical management of your medical and/or security evacuation
- Liaising with your family members and UNSW with updates on your situation
- Post-incident follow-up and return to work assistance.
- International SOS Membership Card
You can print an International SOS membership card to take on your travels from the iSOS portal.
Please download the How to Use Your iSOS Membership Card Information Sheet.
To obtain a plastic credit card sized membership card contact Azita Karpour (02) 9385 1980 of Insurance.
- During Travel
Need support while you're away?
Should you have a question, you can always call International SOS.
Contact an International SOS Assistance Centre at any time if you have any questions about the program, International SOS benefits, or the services available to you.
- If calling from U.S. or Canada, the Call Assistance Centre in Philadelphia, PA at this number 1-800-523-6586, Call collect: 1-215-942-8226.
- If calling from Mexico or South and Central America, the Call Assistance Centre in Philadelphia, PA Call collect: 00-1-215-942-8226.
- If calling from Europe, CIS, Africa or the Middle East, the Call Assistance Centre in London Call collect: 44-208-762-8008.
- If calling from Asia, Australia or the Pacific Rim, the Call Assistance Centre in Singapore Call collect: 65-6338-7800
Whilst you can contact any International SOS Assistance Centre at any time, we recommend that you contact the closest lead Assistance Centre in case you need emergency medical information once you are stabilised. As a general guideline:
- On call 24/7 advice and assistance - medical, security or general travel enquiries (e.g. language barrier, visas, lost passports)
- Use the International SOS mobile app to review medical and security alerts in real time
- Online medical and security country and city guides, as well as security forecasts
- Email alerts in line with your itinerary providing you with the latest medical and security information, analysis and advice
- Access to emergency medical records
- Emergency medical and security assistance
How to obtain assistance:
- Utilise your iSOS App or contact an Assistance Centre by telephone. Provide your UNSW membership number 12AYCA086931
- You will be asked for basic contact information so International SOS can call you back if your call is disconnected
- You will need to provide a brief description of your issue or concern so you can be put through to the appropriate medical or security consultant
- You may be asked personal questions, the information you provide is bound by privacy laws, so please speak frankly with your consultant so you can receive the best possible care and advice.
- Emergency Assistance
In an emergency, International SOS can:
- Arrange appropriate medical attention
- Arrange an ambulance if required
- Update your family and your manager of your situation
- Pay medical fees when approved by us or our insurer
- Monitor your condition and give advice - review your treating doctor's diagnosis
- Evacuate you via commercial plane or air ambulance to a centre of medical excellence depending on the severity of the condition and with the approval of UNSW
- Evacuate you to a safe area or advise on the best course of action based on the country you are in
- Help with your family
- Handle logistics.
How to obtain assistance:
1. Utilise your iSOS App or contact an Assistance Centre by telephone. Provide our UNSW membership number 12AYCA086931
2. You will be asked for basic contact information so International SOS can call you back if your call is disconnected
3. You will need to provide a brief description of your issue or concern so you can be put through to the appropriate medical or security consultant
4. You may be asked personal questions, the information you provide is bound by privacy laws, so please speak frankly with your consultant so you can receive the best possible care and advice.
- My Trips
MyTrips allows you to record your trip with International SOS so you can receive pre travel alerts before and during your travel. It also allows UNSW to contact you if there is an incident or emergency while you are travelling.
All international travel booked through the preferred travel agents and the UNSW travel management system Serko will automatically be loaded into the International SOS (iSOS) MyTrips system including mobile phone and email contact details. Travel booked independently must be entered directly to MyTrips. Please go to the MyTrips Guide for details of how to create a user profile and add a trip to the system.
It is the responsibility of all travellers to update MyTrips if their itineraries change. For more information refer to the MyTrips Guide.
- Travel Risk Assessment
Do I need to complete a risk assessment before I travel?
Before travelling to any destination it is important to consider the risks associated with the destination, planned activities and any medical requirements or concerns you may have.
For international travel, a risk assessment will be mandatory for all destinations rated at a travel risk of:
- DFAT 3 (Reconsider your need for travel)
- DFAT 4 (Do not travel)
- International SOS high or extreme travel risk levels.
If your destination is rated at high or extreme by International SOS for Medical Risk only it is important for you to consult with your School/Department supervisor and your medical practitioner for appropriate preparations to be made prior to your travel. A Travel Risk Management Form is not mandatory for high or extreme medical risk destinations, but may assist you when seeking approval from your supervisor for travel.
Travelling to higher travel risk destinations will require consultation with a member of the Insurance Team and permission of the Deputy Vice Chancellor (Academic). The Insurance Team are available to work with (or guide) you if you require assistance with your risk assessment. Information is also available from International SOS to assist travellers to assess the risk of their intended destination and can be used as part of the travel approval process.
- Download the International SOS App
Travellers can also download the International SOS mobile app to their smart phones. It provides immediate access to the assistance centre, where medical, security or logistical experts will support you in the event of an emergency
You can access the app via http://app.lk/sos-member/ or by visiting the relevant App store using the UNSW International SOS Membership number (12AYCA086931) to access it.
Alternatively you can scan the QR Code to access the app.
1. Scan the QR code and select your mobile
2. Select 'Yes' when you run the app to make it a trusted application
3. Enter our UNSW membership number: 12AYCA086931.
Call or Go Online
International SOS medical and security specialists are on hand 24 hours a day to answer any queries and concerns you have prior to travel.
Save the Sydney Assistance Centre number to your mobile now: +61 2 9372 2468
Before departing on your overseas travel, a great place to start your pre-trip preparation is the iSOS portal to view up-to-date medical and security information.