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We have to two claims. One is a medical claim taking us from Cambodia where we were established to Malaysia for medical procedures. The second is around a theft of a wallet in Greece.
I researched several policies and finally settled on one. When I went to purchase, I got an error message, which said a representative would call me. As I needed the policy quickly, I called the rep directly. It went to voicemail the first try, so tried again and connected with a rep who told me that it seemed that particular insurance company had a technical glitch with that policy. I was told that I would be contacted by another rep once IT looked into it. A couple hours later, I received an email stating that the policy I selected was no longer available and that I needed to pick a new one. I was hesitant to go through the process again, but researched again and found another policy. This time the purchase went through fine. Fortunately I traveled without incident so did not need to open a claim, so I have no feedback on that portion.
Very poor customer service, they had no idea where Merida was, Mexico. The terrible translation service. I never use your insurance again. I have an invoice with you to collect.
Make sure your web site is set up to process Allied Post Office information for addresses (APO AE)
Fortunately, remained healthy and active! Will use your insurance again the next time I travel!
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.
Very easy to obtain the insurance online. I have FEP Anthem Blue Cross which will cover me overseas but I was concerned since the country of Equador requires insurance that lists your dates of travel. My insurance company only provided a letter with the date of enrollment. Your plan gave me reassurance that I would be able to enter the country with the dates of coverage listed. I was not asked to provide the information at immigration at the airport but it was good to know that I had it in case I was asked for it.
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.
Had no need of service, fortunately.
Cancelled policy do to change with travel plans. IMG cancelled and refunded monies without problem.
Squaremouth rep should have mentioned to me that IMG is only a secondary insurer as i wanted a primary insurer. Big difference!!!
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