Reviews, Sales, and Service Ratings for
IMG

I had a small medical claim ($250). IMG required me to submit over a dozen pages of records for every part of my trip. It took a few weeks to get paid also. This may all be standard. I’ve never had a claim before.

Review Updated: 05/13/2023

I sent in the original documents and now they asked me for the original documentation.

We were satisfied both with the outcome -- almost all our claim was approved and an adequate explanation given for the small part that was not -- and also with how well IMG kept us informed of what it wanted us to provide and the receipt of all provided information. But the claims process was overly difficult to the point of approaching obstructive in three regards:

1. My wife tested positive for Covid the day before we were to embark on the tour; and we when first made the insurance claim we supplied from her MyChart web account my wife's entire report and notes from her medical provider affirming by separate and proctored testing the Covid diagnosis, its treatment, and the consequent recovery and travel restrictions imposed by the illness. Despite the completeness of these documents, IMG came back requiring the completion of IMG's own medical form specifically attesting that she should not travel even though the originally submitted medical report clearly did the same. The IMG-form requirement, made known a couple weeks after our original claim, engendered an additional delay in securing the hand-written completion of that form by the provider.

2. In our view, the later requirement to provide a specific attestation on an IMG medical form that my wife's doctor declared that medically she should not travel was unnecessarily redundant and unduly delayed the approval of our claim. For in our very first submission, we supplied the rules of our tour provider which clearly forbade tour participation by anyone who tested positive within 10 days before the beginning of the tour, our situation being the very day before. Moreover, we additionally supplied the website advice of the U.S. Embassy for the country (Greece) that we were visiting clearly stating that Greece then mandated a five-day hotel quarantine of a visitor testing positive for Covid. Either reason, independent from my wife's physician's findings and dictates, whether or not found on an IMG physician's statement form, was sufficient reason to demonstrate that we could not proceed with the tour.

3. Finally, part of our tour was paid for by a credit that we had with the tour provider which was specifically identified as stemming from a provider-cancelled travel some three years prior when the Covid pandemic first shut down all tourist travel. Even though logically it should not have mattered why we enjoyed this credit -- whether, for example, as a gift from another or as a customer service gesture by the tour provider separate from any refund -- IMG required us not only to prove that the prior tour had been cancelled but also to further demonstrate either by check or credit card statement that we had paid for all the cancelled tour from which came the subject credit, implying that absent such proof this part of the insurance claim might not be granted. After some difficulty in resurrecting three-year old booking and credit card statements for that cancelled travel, we were able to meet this demand. But it was facially unnecessary to do so because it should not have mattered why we enjoyed this credit which covered a substantial portion of the actual cost of our 2023 trip. However obtained, the credit was a cash equivalent which should have been reimbursed without more.

The bottom line, in essence, was a fully granted insurance claim obtained with both unnecessary travail and delay.