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Very long phone wait times to speak with customer service. Not something you want when you've got a problem. Also, they didn't respond to my email when I asked about changing the policy. I think that was over three weeks ago and haven't got a response.
My online experience prior to departure was very positive — I used the online chat to help navigate my choices. However, when i needed to access IMG for emergency assistance, the office was getting ready to close and they didn't have my policy on file and said i had to wait for it to be emailed to me in order to understand what i was eligible for. It was September 8, Friday afternoon when i just learned that my return flight home to Miami was cancelled due to Hurricane Irma. All the airports were closing and there was no way for me to return home to Miami. Desperate to get back to the states, i made other plans on my own recourse. i contacted IMG Monday, September 11 to file a claim and spoke to several representatives who said i was not eligible to file a claim because the Natural Disaster needed to happen in my home town/country. Miami/S. Florida is my hometown and place of employment. The region and state was under mandatory evacuation, closing all airports due to Category 4 life-threatening strength. The destruction of Hurricane Irma could hit $120 billion in the United States and Caribbean and has been listed as the worst hurricane in history to date. As stated in my policy listed below, Hurricane Irma was a Natural Disaster (N) and therefore my trip was Interrupted (R) because this directly effected me returning to my home country (USA) and home town (MIAMI). I called IMG again and they told me someone will return my call, 5-days later i'm still waiting for the return call on how to make a claim. I'm extremely disappointed with their customer service, lack of awareness and knowledge of policy and connection to hurricane Irma and lack of compassion by IMG. PLEASE SOMEONE FROM IMG RESPOND.
N. Natural Disaster
NATURAL DISASTER: Subject to the Terms of this insurance and in the event of a Natural Disaster that occurred during the Period of Coverage, the Company will pay the Insured Person up to the amount shown in the SCHEDULE OF BENEFITS/LIMITS if the Insured Person is displaced from scheduled, paid accommodations due to an evacuation before a forecasted Natural Disaster or following a Natural Disaster. The evacuation must have been ordered and mandated by the governmental authorities having jurisdiction over the location of the predicted or actual Natural Disaster.
R. TRIP INTERRUPTION: Subject to the Terms of this insurance and in the event of the Unexpected death of a Relative of the Insured Person, or in the event the Insured Person’s trip or travel plans must be cancelled or interrupted as a result of a break-in or substantial destruction due to a fire or Natural Disaster of the Insured Person’s principal residence in his/her Home Country, the Company will reimburse the Insured Person’s actual expense up to the amount shown in the SCHEDULE OF BENEFITS/LIMITS for the costs of a one-way air or ground transportation ticket of the same class as the unused travel ticket to transport the Insured Person from the International airport nearest to where the Insured Person was located at the time of learning of such death or destruction to the International airport nearest to: (i) the location of the Relative’s funeral or place of burial, or (ii) the Insured Person’s destroyed principal residence; subject to the following conditions and limitations:
(1) The Insured Person must be outside of his/her Home Country at the time of the Unexpected death of the Relative or the substantial destruction of the principal residence; and
Overall, I was very satisfied so far with our IMG insurance experience. Until the outcome of my claim, I can't give my final review. My only comment of note so far is that I contacted IMG when on my trip late on a Saturday to notify them of my medical issue and seeking pre-authorization for treatment and got the impression that the people who handle pre-authorizations are not available during the weekend. So all the person I spoke to was able to do was make note of my call. I sought pre-authorization later when I was in a position to do so. It would be helpful to be somewhat better informed about the notification/pre-authorization procedure when one is in the unfortunate position of having to contact IMG during the weekend.
On the positive side, the main person I spoke with was pleasant and seemed to be trying to be helpful. But it was confusing trying to figure out who to talk to about what - e.g., benefits, vs. "necessary" medical care vs. emergency travel arrangements. And it was impossible to find out at the time what would or might be covered. An IMG representative told the doctor treating my son that she should discharge him with an IV in his jugular and have me give him injectable medication in his neck while taking a commercial flight home. (The doctor thought that was outrageous and thankfully refused to do it.)
Review Updated: 10/18/2018
Within a few weeks of me emailing them all of the paperwork, IMG paid the entire claim. It turned out to be easier than I expected.
Took the Patriot America insurance for my trip to the USA
Fell down and broke my hand
1 When I went to the clinic for an XRay, I had to pay upfront because the IMG phone number was not responsive when the care provider tried to call them
2 I made the claim. They say that the claim will be treated 40 working days from the day the claim was made. It was not. When I contacted them to find out what was happening, they said they TRY to treat the claim within 30 days but they don't have to. In the end, my claim was processed, but it took nearly 4 months
We apologize for the inconvenience during your claim process. Thank you for your patience and hope you had a good vacation.
I have not been contacted regarding my claim yet.
we changed the dates of our trip and informed IMG by Email. We were halfway through the trip before I got confirmation from them that the policy would be in effect for the new days.
Contacted IMG via email after a fall with questions about my policy. I ended up not needing to go to a doctor but was very happy with the fast and comprehensive response I received.
Thank you for allowing IMG to provide you with World Class International Medical Insurance. We look forward to serving you again in the future.
i made several phone calls before purchasing, i needed help to find an appropriate policy. the first 2 phone calls referred me back to the internet, the last one finally matched me with a policy and emailed it to me so that i could purchase it.
I decided to purchase the medical insurance for my husband and myself because we were going to a third world country. We were just gone for a week but you never know..... We didn't need to use it but having it gave me piece of mind !!!
Very easy process. Spoke to a representative who recommended coverage amounts. All the information was emailed to me and we were able to print out our cards and go.
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