Reviews, Sales, and Service Ratings for
IMG

It’s been two weeks since I filed my claim and still have not received the result.

I needed to adjust my purchase price, originally I only had the price of 1 person not two. It took several days for customer service to get back to me on a revised dollar amount and several more days to actually get my new policy. There should be a better way to do this, more automated with confirmation that my communication was received and processed.

I will never use your online travel insurance agency again. The policy you sold me was misrepresented. I purchased a policy that you described as Excellent and contained the coverages I was looking for.

I took a trip to Antarctica and Chile. While in Antarctica I tested positive for Covid 19. I was put in quarantine for 6 days on the vessel. I was not allowed to leave my room for 6 days. My “dream” trip to Antarctica was ruined.

I was informed that Covid 19 protocols required I could not fly out on the charter flight with the rest of the expedition members. Instead I would be required to take a medivac flight. I reviewed the information you sent me on my policy as well as the policy documents which confirmed I had coverage for Covid 19 illness.

When I called the claims assistance number to seek a guarantee of payment for the medivac I dealt with a representative who was rude and didn’t understand the policy. She told me I had no coverage and that I had bought a “standard” policy. You had told me my policy was excellent!! I reached out to a friend in the United States and asked him to call because the connection from Antarctica was difficult to get through. He was told by another claims representative that coverage only applied to the transportation of remains. It was as if the claims administrator was looking for a way to deny coverage. I had to spend the next several days battling with the claims people, getting the EVP of the cruise company directly involved, and resorting to having to write a detailed letter indicating that the claims administrator had violated the California insurance regulations on claims handling and that the company was trying to take a position where my claim would be denied.

My claim was finally paid but only as an accommodation. The claims administrator still took the position that my circumstance was not a covered cause of loss. When I landed back in Chile I had to spend another night in quarantine at a specially designated quarantine hotel.

I filed a claim with all my receipts and medical reports for trip interruption upon my return home (one month ago). Given the way my medicvac situation was handled, I have no confidence that my claim will be adjusted properly.

Your company acted as the insurance agent for this transaction. You represent that you are experts in travel insurance coverage and only partner with top rated insurance companies. Nothing could be farther from the truth. I have told all my friends not to use your website. A “real” insurance agent would have explained the coverages and made sure I was covered in the event I got Covid. That’s what I thought I received when I went to your website and compared coverages and relied on your descriptions, comments, and explanations of the coverage. I was terribly wrong!

So far it has been terrible. When we had to cancel trip due to covid status in the countries we were going to visit, I called the claims and they tried to talk me out of filing for a claim. Reluctantly they sent the form. I sent back all the required information, and simply got an email saying they were sending to the claims department - no kidding. Tried to call for status, someone took name and number but no return call. Now trying email again but no response yet.

Waiting for claim to be processed for Trip Interruption.

Our trip was postponed because of illness. I called customer service to extend our policy and was told my request would be sent up the chain. By the time I got the email denying my request, my trip was almost over.

Took a couple weeks to get a hold of someone for a claim report.

Great customer service…called them to ask a couple of questions about “what if” scenarios regarding COVID quarantine coverage should we test positive during the required testing while on vacation.

I tried to call iTravelInsured several times from Germany. Was on hold ‘forever’ and gave up each time after spending a small fortune in phone charges (overseas roaming)
So I was not able to get any assistance while/after I spent 4 days in a hospital after an emergency room visit.

Unable to take trip due to covid. I contacted you and was told my policy was extended til the end of the year. Nancy