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.
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.
I have not been contacted regarding my claim yet.
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 called at the last minute, so documentation via email was excellent. The paper copy was waiting for me when I returned home. I have no idea when it arrived, so I can't evaluate how quickly that part of the process took.
I did not need to use the insurance during the trip.
Policy gave us a sense of confidence while traveling in Cuba.
You actually speak with a real person. I needed my certification immediately for visa and received it quickly. Phone conversations were very polite & professional. Pleasant company to work with.
There was no need for customer service during trip. It was a good trip.
Because there was no claim I cannot give a complete rating but overall II was satisfied. Take note on returning that you should call to cancel immediately if secondary insurance because if you call after the 1st of month you won't receive that months reimbursement but for the reimbursement I did receive it was accurate and in time frame customer service stated.
No claim made
Uneventful trip so did not have any interaction with insurance company.
Acquiring the policy was easy. Did not really get to test the product because there was not a reason to try and make a claim. The proof of a good policy would be when it was tested under critical conditions. My trip went smoothly without need to actually call for assistance or benefits.
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