The Department of Defense (DoD) is establishing a pilot program to provide enhanced health care support to DoD civilian employees in Japan. The Pilot Health Insurance Enhancement for DoD Civilian Employees in Japan will assist eligible civilian employees with assignments in Japan with health care navigation. The Secretary of Defense for Personnel and Readiness directed this action due to concerns regarding access to medical care for DoD civilian employees stationed in Japan.

DoD civilian employees with assignments in Japan and enrolled in FSBP are eligible to participate in this pilot program. The services provided by the pilot will begin Jan. 1, 2025, and run through Sept. 29, 2025. Here is a helpful factsheet of the program, created and published by DoD.

FAQs

Who is eligible to participate in this pilot program?

The pilot is available to DoD civilian employees with assignments in Japan. The employee must have medical insurance through the FEHB Program that includes overseas coverage in Japan to be eligible. The pilot does not extend to dependents.

The pilot program says only employees are eligible for this service. Are my dependents covered? Or do dependents handle their own access to care?

International SOS is not authorized to assist dependents with appointment booking, admission arrangements, coordination of insurance coverage, or direct payment to medical providers. Dependents will be referred to contact the insurance carrier for coverage. FSBP dependents will continue accessing and receiving care in Japan as they always have.  For additional information on DBA providers in Japan, please visit https://www.afspa.org/fsbp/overseas/

What is included in the service?

International SOS will assist eligible employees with health care navigation, coordination of insurance coverage, and direct payment to medical providers to provide you with a cashless service whenever possible. Health care navigation includes Health care Finder referrals, appointment scheduling, hospital admission arrangement, and Japanese language assistance to help you communicate with your healthcare provider.

What if I have a deductible or coinsurance requirement when accessing care? Do I still get a cashless service?

International SOS will facilitate coverage with insurers and guarantee payment with providers for covered services, and inform you of your deductible and coinsurance obligations. All employees are responsible for paying their deductible and coinsurance obligations.

How do I access the service?

International SOS is delivering the service. You are welcome to email DODHealthcareSupport@internationalsos.com for any non-urgent healthcare support requests. Please be sure to include your full name, insurance details, and phone number in your email.

If health care support is required within 72 hours, please call +81 33560 8185. International SOS is operating 24/7 so feel free to call at any time.

Will International SOS help me speak with medical providers? I don’t speak Japanese, and this is a barrier to health care.

Yes! Eligible employees will receive support to speak with providers for appointment scheduling and insurance benefit coordination. International SOS’ Health Care Coordination Specialists are based in Tokyo and are fluent in both Japanese and English.

Will International SOS only arrange care for covered services? Or will International SOS arrange appointments for all services, and I can pay directly to the hospital?

International SOS will confirm insurance coverage prior to arranging any services that may not be a covered benefit. If the service you requested is not covered, International SOS will contact you to give you the option of scheduling the service so you can self-pay, or to cancel your healthcare request.

Do I need to complete a form to receive care?

You do not need to complete a form to initiate a healthcare request with International SOS, however, after your initial contact with International SOS you will be asked to sign a Release of Medical Information Form online. Japanese healthcare providers require a Release of Medical Information Form to allow third parties, like International SOS, to arrange services on your behalf.

Is my insurance ID card necessary to access care?

You should have your insurance ID on hand when contacting International SOS. International SOS will request details from your insurance card so they can coordinate coverage with your insurance. You do not need to bring your insurance card to your appointment. If you do not have your physical ID card, you can access a digital card by downloading the Aetna Health App or by scanning the QR code here.

The Pilot Health Insurance Enhancement for DoD Civilian Employees in Japan is a significant step forward in addressing the healthcare needs of U.S. government employees stationed in this region. With dedicated support from International SOS, eligible employees can now navigate health care services more effectively and easily, ensuring they receive the care they need. We encourage all eligible employees to take advantage of this program. If you have any questions or need assistance, do not hesitate to contact International SOS for support. Your health and well-being are our top priority.

Thank you for your attention, and we look forward to supporting you through this important and trusted initiative.