IMG Travel Insurance Reviews

My claim was denied because it was on the return flight that their bags were lost for over a week. That was not clear in the coverage document, and I'm not sure why that should matter. The loss of the bags caused my daughter to have to do school shopping all over again because the kids started school before the bags were ultimately returned. I was just disappointed that the baggage coverage did not apply to the last part of the trip.

I was not satisfied with the claim process findings as IMG and I have a different view of what is considered covered claim for trip interruption.
Since there was no actual financial loss for scheduled events on the ship they didn't feel a percentage reimbursement was due!

"While quarantine is recognised as a covered event under certain benefits of the policy, Trip Interruption coverage provides reimbursement for eligible unused, pre-paid and non-refundable travel arrangements resulting from a covered interruption.

Based on the information provided, you remained aboard the cruise during the period of quarantine and continued to use your cruise accommodation. You have also confirmed that the two cancelled dinner reservations resulted in no financial loss and that the two cancelled shore excursions were fully refunded.

We appreciate that your illness and quarantine significantly affected your experience during the cruise. However, the policy does not provide reimbursement simply for the calculated value of days during which the enjoyment or use of the trip was affected. In order for Trip Interruption benefits to be payable, there must be an eligible unused, pre-paid and non-refundable financial loss."
This was their explanation, my point was that yes while i was still on the ship i was quarantined to my stateroom for 2 days and "Could Not" use the cruise accommodations other than my bed and bathroom! If this is typical with travel insurance I will just roll the dice for my future travels that I have planned.

They did correctly settle our claim but they kept asking for additional information from our doctor, which was very frustrating and cumbersome for the medical office. For example, after we had given them everything they had asked for including the specific letter they had asked for, they required an additional letter saying that the injury wasn't a pre-existing condition. This was totally ridiculous because they had all the information with the original x-ray and the original visit date. So of course the fracture wasn't a pre-existing condition. We had to bother the medical office yet again to get this specific letter.

We were pleased to have two claims settled in our favor with IMG. We felt the outcome was better than expected and we are appreciative. However, the second claim took much longer to be paid than they said it would. We received notice that our claim was approved on September 18 and that the payment would take 3-5 business days. I had to make a phone call to IMG to let them know it hadn't been paid and the agent was very helpful and friendly. She was surprised it hadn't gone out. It finally came through on October 5 which was 11 business days after notification. Still, we were happy that they settled the claim fairly.