Reviews, Sales, and Service Ratings for
IMG

We have twice provided the documentation we have for our claim to address the expenses we incurred as a result of our covid infection while traveling. We have provided the name and contact information for the doctor we tried to see. We were told that UK protocols prohibited our visiting the doctor's office in person since we had tested positive. The doctor's instructions were to isolate for five days and test again. This forced us to reschedule our flights. Health directives at the time in New Castle, England confirmed that we were restricted from coming to the emergency room unless our covid infection was creating serious health issues.
Our communication with your IMG 24 hour assistance line at the time reassured us that all we would need to provide your company was positive PCR tests documenting our infection and we have done that. In our last email to you we also provided proof that our initial plane tickets were non-refundable. We feel that we have adequately provided all documentation you have asked for, so please fulfill your part of the insurance contract by covering the costs we have incurred. They are real, they are accurate and they were out of our control.

We are very frustrated with your ongoing delay in acknowledging our claim and continuing to say we have not responded to or complied
with your requirements. Please help us in resolving this. c comstock

I filed a claim around August 28 and still have not heard anything from IMG.

We're waiting on our claim to be processed.

Nothing to add, but thanks for asking.

Terrific web site and service answering my questions

Before I purchased IMG insurance through the Squaremouth site, I emailed IMG directly to get advice regarding the best plan to purchase, since I wanted to cover pre-existing conditions and I had not purchased insurance within the normally allocated time period following my downpayment. The response with advice was timely and thorough. I could have purchased directly through IMG, but I've used Squaremouth for other trips, and appreciate the service you provide. So I returned to your site, and purchased the policy the IMG agent suggested.

This experience was very positive, however; we are still experiencing issues from a previous trip that we purchased insurance from square mouth and had to file a claim. I have spent numerous hours putting things together and submitting only to be denied, having to call for advice and information from your company as well as others, resubmitting the client, and finding out a couple of days ago it is again been denied. I found additional information that I hope will be helpful for your team to help us with the claim from the previous trip to France. I’m starting to think that insurance is good only if you don’t need it. We have another trip upcoming that we have also purchased insurance through you. The way our claim is handled is going to be very contributory to whether we purchase future policies. As the gentleman I spoke with on the phone when I purchased the next two policies after our policy for France, he said that you guys would take care of it no matter what. This was no fault of our own and we were stuck at London Heathrow on memorial day where we were supposed to have a connecting flight having flown in from Nice, France. The whole day was a nightmare and cost an extra day off of work not to mention the hassle and harassment of the day. Hopefully, we will receive the assistance we desperately need to bring that situation to successful closure. Thanks so much for asking!

The communication has been very poor since filing a claim. I was supposed to get an email within 5 business days and still have not received one 12 days later. I emailed and have not received a response. I called yesterday and I am supposed to get a call back but have not yet.

IMG customer service could not provide clear guidance about documentation and travel advise regarding coverage when I came down with COVID. The company was later non-communicative about claims status (only after calling did they tell me they had approved a shockingly low reimbursement, that they had held for a month w/o depositing). Company does not respond to emails, nor do they allow a conversation with claims about why claims were denied. There is simply stated, no one to help guide customers through the labyrinthine process of filing a claim.

Fortunately I did not need to file a claim, so I have no experience with IMG