Reviews, Sales, and Service Ratings for
IMG

So far, we are happy with our experience and your customer service. However we did have to make a claim because of an accident on our trip. We have not resolved our claim as yet, so cannot give you a review of this experience until our claim is completed.

Excellent service

Please note: This policy was cancelled before we purchase a new one TCLX283537364. We did receive a confirmation email of the cancellation.

The customer service representative was very helpful in the process of policy replacement. Everything went well.

Please note: This policy (TCLX283537364) is a replacement of TCSE283533638 that we initially purchased. After reviewing the first policy, we decided to make a change and called the Customer Service number, on the policy summary page, for help. The representative suggested us to cancel the previous policy and then purchase a new one. We did receive an email from IMG confirming cancellation of TCSE283533638 before purchasing TCLX283537364.

Our experiences with Squaremouth and IMG customer services during policy purchase stage are quite good. The representatives at both companies are courteous and very helpful in explaining coverages.

I haven’t heard back yet so can’t say anything.

I would like to know, how long take it, to get respond of my claim. Thank you

They seem to want a lot of unnecessary information about my claim. They must have a blueprint to follow including full itinerary which is not relevant.

I initially filed the claim on 12/30/23. I received several requests from IMG for additional information which I then provided. On 1/11/23 I received an email from IMG that all information needed is complete and I should receive a response within 10 business days. In early February I called IMG to find out the status of the claim and was told it still had not been processed by an adjuster and it may take 45 days. I called again on 3/1 and was told that it looked like it had been looked at by an adjuster but the notes are unclear. That representative told me she would elevate it to a claims Supervisor. Today on 3/3 I received an email denying the claim. Not only do I disagree with the denial; but I'm actually even more dissatisfied by their poor customer service and lack of timely communication. I will continue to purchase travel insurance through Squaremouth as I think your comparison service and ability to purchase policies is excellent. However I will always exclude IMG from future consideration. I have never had a problem with any other travel insurance purchased through Squaremouth; this is the outlier. Perhaps Squaremouth should consider dropping IMG from their offerings.

Selecting the insurance the coverage for trip cost was unclear whether it was for one person or both people. That varied from one website to another, so not consistent within the industry. Therefore it would be helpful to make it clearer. I did have to call them afterwards when reading the policy and the customer service person was very helpful at that time. We never needed the trip insurance, but it was important to have and understand for the big trip we were on to Antarctica.

IMG customer service in claims has been helpful. They have an online process for filing a claim that is easy to use. The claim for a cancelled cruise due to urgent surgery has just been filed so I have no report on the outcome of the claim.