IMG Travel Insurance Reviews

I have not been happy so far at all. I filed my claim on July 31st and sent in all of the information IMG asked for. A few days later, they emailed me and said I was missing some information and then asked for the same information I had already sent. I resent it all on August 15th and have not heard anything else from them except that they received my second submission. They said it would take approximately 8 days to hear back from them, and it's been two weeks. I feel like they are drawing the process out by asking for redundant information and not keeping me informed about my claim.
On the first claim submission, they said that we could send either a letter from my husband's doctor stating what his diagnosis was with codes and if the doctor recommended that he not travel, or the doctor could fill out a form which basically had all of the same information on it. The doctor gave us a letter with all that they had asked for and we sent it in with the first submission of the claim. IMG came back and asked for the other form to be filled out and sent in. We had been given the choice of either the letter or the form and the doctor chose the letter.
I am not going to take up my doctor's time filling out the same info he already wrote about in a letter. It seems like they are just putting us off by asking for the same information over again. I have read reviews that say they are known for this. If I had been aware of their less than honest practices, I would have gone with a different company.
I have used IMG several times for travel, and I have never had to make a claim until now. If this is the way they treat their customers, I certainly won't be using them again, and you should be careful about which companies you suggest to people.

My conversation with the representative was cutting in and out but she was very helpful in helping me fill
out claim.

The coverage was want we needed. Information provided when requested.

Just fine

We had to change travel dates on short notice and it was very easy.

This claim was very simple and I know. I had 35 years of claim experience working for the largest property/casualty insurance company in the US. We had to cancel our cruise because my wife had to have unanticipated knee surgery less than 30 days before the cruise. We were requesting reimbursement for the cruise itself and our airline tickets. That's all. The amount of information required to pay our claim was way out of proportion to the complexity of the claim. The delaying tactics to avoid paying the claim were obvious and frustrating. This claim was a very simple one; the type of claim you give to a new employee with limited experience, but it took months until they agreed to pay it. I really thought it was going to require litigation or contact with the applicable Department of Insurance to receive payment. We are still waiting on the funds to be direct deposited into our bank account, but they have finally agreed to pay it.

The claim was for cancellation for medical reasons. It was mostly air travel as I was able to cancel the tours in time to get refunds. They did not cover some parts of the air tickets that had partly been paid by travel credits and miles from my credit card even though those credits could be applied to any tour. So in principle this was money I lost. And I showed them that the card has an annual fee, so it’s not totally free. Second was a credit that was given by Norwegian air but had to be used by Nov 2026. Since it’s a regional airline I can’t use it in that timeframe. Also there are charges. They did not cover those and rejected my appeal on policy grounds.,

Their customer service pre trip is vey good. they listen and advise accordingly

Our trip was cancelled in advance due to state department Level 4 Do Not Travel. IMG has given me the runaround on dates, which they very clearly could have seen my facts were correct if they read what I submitted. They denied, I appealed, and then they stated they couldn't read my screen shots, which were from the state department website, clearly available to them. I have resubmitted my screenshots and it's been a month, I have yet to hear back. I've called customer service several times. They are nice as can be but there has been no resolution. Very frustrating. This situation is exactly why you buy travel insurance so I don't know why they are denying my claim. It makes me question what the point of it is. If they won't pay this, what will they pay?!