Reviews, Sales, and Service Ratings for
IMG

Their 24 hour assistance went to voicemail in off business hours. We extended our trip due to flight changes on our part (non claimable). While on the trip, bad weather was forecast at home the day we were to return. Our airline was allowing changes and we changed to fly home three days later than originally expected. We called to inquire if extending our policy was an option. First we called in the middle of the night and all options selected on their menu went to a voicemail box. I called the next morning (Sunday) and was told that you can only extend the policy before the trip starts. The problem was that by the time I was able to call our policy was expiring that day. So we had to go uninsured for three days.

Their customer service is not very good. If you call for 24 hour assistance, you should not have to leave a voicemail.

After endless emails and calls for months, our claim has still not been approved.

I always use square mouth for my travel insurance. Everyone who works there has all the answers. They are very helpful. They never upsell to make you spend more than necessary. It's amazing how receptive, friendly and helpful they are. The only way to go for travel insurance of any kind.

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.

Initially contacted personnel (1 or 2x) at International 24/7 number. They told me generally where on the web site to locate claim forms. (Those calls OK.) When I was at a computer with a printer later, I called to make sure I was taking the correct forms to Dr.’s office . Called multiple times and was told each time to leave my number and they would call me back. I guessed best forms & went to Dr. since I had no idea when I would get a call back in my int’l time zone. Disappointed since paperwork indicated 24/7 assistance internationally and trying to follow procedures.

Not covering delays until they reach 12 hours is dishonest and useless. For most people a significantly smaller delay is enough to render an entire trip useless - this was the case for us - both trip and insurance ended up being a waste of money. Will not purchase from you again.

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.

Sent claim for medical services in Cambodia. Have not heard back other than telling me to use their form which I did. Have not heard back.

ItravelInsured was very responsive and completed the review as well as servicing our claim very promptly and satisfactorily. I did not have to contact them until about 2 months past submission to answer a couple of their questions.

When I asked for name spelling changes, they were made immediately and updated documents were emailed to me right away. Thank you!