IMG Travel Insurance Reviews

Getting the policy was very easy. Every time I called I got a real person quickly and they were always helpful. The claims process was easy to do on line.

The tour company refunded my $

IMG is giving me the run around and not paying my claim. All the paperwork has been submitted twice. Still waiting.

IMG Travel Insurance – Easy to Purchase, Frustrating Claims Experience

Rating: 2 out of 5 stars (provisional, pending claim resolution)

We purchased IMG travel insurance through Squaremouth at the same time we booked our Gate 1 trip. The policy was reasonably priced, and Squaremouth’s comparison indicated that coverage for pre-existing medical conditions was available if the insurance was purchased within the required period after the initial trip deposit.

Unfortunately, our experience with IMG’s claims process has been extremely disappointing.

Three days before departure, an annual medical examination identified a possible heart condition. Following additional testing, the cardiologist would not recommend or medically clear me for an extended trip until further testing could be completed. Consequently, we had no reasonable alternative but to cancel our trip.

We promptly notified Gate 1 and IMG. IMG’s customer service representative explained how to submit a claim online. The process was straightforward, and we submitted all requested documentation, including a letter from the cardiologist confirming the medical reason for cancellation.

IMG’s website indicated that claims would be addressed within three days. When we received no response, we contacted customer service and were informed that three days referred only to an initial review and that the review process could take up to 15 days.

After approximately 15 days, IMG requested additional documentation, including bank statements proving payment to Gate 1, despite our having already provided Gate 1’s confirmation of payment.

IMG also requested a letter from our primary care provider confirming that the possible heart condition was not pre-existing when we purchased the trip and insurance policy. This was particularly frustrating because we had purchased the insurance at the time of booking, specifically to qualify for the policy’s advertised pre-existing condition coverage provisions. IMG should also have records establishing when our insurance policy was purchased.

We provided the additional documentation as requested. IMG has now informed us by email that reviewing the claim will take additional time, without providing a definite resolution date.

Our concern is not that IMG has a responsibility to verify claims. We understand that reasonable documentation is necessary. Rather, it is the seemingly piecemeal requests for information, changing timelines, and lack of clear communication that have made an already stressful medical situation unnecessarily difficult.

Although IMG’s premiums were competitive and its online claim submission system was easy to use, our experience suggests that obtaining a claim decision may be considerably more difficult than purchasing the coverage.

At this point, I would think twice before purchasing IMG travel insurance again. The real value of travel insurance is demonstrated when a legitimate claim is submitted, not when the policy is sold.

Our claim remains unresolved, and we hope IMG will provide a fair and timely decision. We will update this review when the process is completed.

Filing a claim was a nightmare. They kept asking for additional documentation. Even asked for credit card statements. 6 weeks later and it is still not settled. The whole experience has made me not want to travel again.

Satisfied

I had to cancel my trip for medical reasons. I was able to get credits or refunds for most of my expenses except for my transatlantic airfare plus seat purchases. I submitted everything required but was still asked for an invoice which I submitted with my initial claim submission. I resubmitted it and still hadn’t seen anything new. Fortunately, my credit card insurance supported me. Because IMG doesn’t refund points or value, I was only asking them for the cash amount paid. I submitted a claim with my credit card (Chase Sapphire Reserve) for originally just the points since I assumed IMG would be paying me the cash portion. Instead with one submission of all of the same documents I sent to IMG, they processed the full payment (cash and points value at time of purchase) plus seat purchases through the airline within a couple days.

Because IMG still hadn’t reviewed my resubmittions of invoice and I had my refund from Chase, I called IMG to tell the agent to notify the claims department to cancel my claim submission.

I must say, I’m very concerned about IMG’s claim processing considering I’ve purchased three more policies for three upcoming trips using SquareMouth as the agent.

I have purchased policies through square mouth for IMG in the past . IMG was supportive of a previous claim, and hopefully will respond to my upcoming claim.

While on our trip we attempted to find a local medical facility who would treat us with a cash payment. There was no information available. We ended up in an emergency room, which was not a great experience.

My husband was treated, but I needed to still speak with someone about a sinus infection. I spent at least 30 minutes on the phone internationally with Teladoc trying to get the international app working. That was after IMG told me to call Teladoc because they didn’t know what to do about it. That’s bad Customer Service.

I ended up never connecting with a doctor locally and it gives me pause for using IMG in the future with regard to primary medical care.

The Teladoc international app was terrible.

Great folks to deal with

After we bought the policy my wife was diagnosed with cancer. She could not travel. We had to cancel our trip. Because airline was booked with points they were separate from our trip insurance and the airline refunded us immediately. Filed a claim with IMG. They requested more information. I provided it and have heard nothing. I went online and found they still wanted more information. I emailed through their website and asked what else they needed and have heard nothing back. Not even an acknowledgement that they received my email. I will have to call next.