Reviews, Sales, and Service Ratings for
IMG

Good customer service

Had to submit some of the same information twice to get the claim processed. Also, my final claim settlement did not reflect all items I submitted and the customer service rep did not know how to fix it. She passed a message to her supervisor and that supervisor left a VM that did not relate to my problem. In the end, I was paid the correct amount so hence the 4 star review. Claims and customer service need more training.

Easy to set up and modify as needed prior to starting vacation.

The claim form is long and often unclear. For delayed luggage, if I'm getting $250 pp, why do I need to list every item I bought, when and where it was purchased, it's cost and provide original receipts?
Your rep hung up on me when I asked if there was an alternative to my providing all my banking information, including account and routing numbers.
The next rep I talked with, child crying in the background, told me to check the domestic wire transfer box in order to get a paper check. I doubted those instructions and wrote my request in the special instructions. I hope a reasonable rep will call if they have questions.

IMG refused to cover losses in full. However, according to the policy it should be covered. The communications take a long time to respond if at all.

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.