Reviews, Sales, and Service Ratings for
IMG

We cancelled our trip due to emergency dental diagnosis and surgery the week before the trip. We provided a full explanation of the circumstances, along with specific medical letters and claim forms, fully completed. We had no way to attend the trip as the doctor indicated that no air travel could be used for 4 to 6 weeks after the surgery.
We were efficient in faxing the claim, although the first fax number given to us was not working. I had to call for a working number from your office.
Today, I contacted the claims department to inquire about the status of the claim. I was told simply, it was in process, that it would be 45 business days, or 64 calendar days before we would receive any reply. I was told that our account was gone as we did not take the trip.

Not the most friendly of conversations. Not the best customer service; much different from our past purchases with SquareMouth.

The claim process was extremely frustrating. Though we were clearly prevented from taking our trip due to a hurricane closing our airport and roads to other airports, for which we provided documentation, it was not the “slam-dunk” it should have been. You had our money for months and we actually wondered if you were getting interest on it! We were not informed about what the progress on the claim was unless we called, despite your claims to regularly keep us informed. Even when we called, the status availability was always in another department that could not be called. My emails went unanswered except in one case. It took 43 BUSINESS days for us to be authorized for the full amount. That was absurd in light of the circumstances of a clear weather impediment.

Our Brazil trip had to be cancelled due to an unexpected surgery and recovery. Everyone I spoke to with Squaremouth and IMG was courteous and helpful. We will be using the company again !

I had to cancel for medical reasons - ironically on October 6th. I have filed ther claim and am awaiting the results. I spoikje with IMG staff b y phone and found them very helpful. I do not expect any issues, but the claim is "in process."

Very easy to find and purchase the policy I needed. When my partner was taken ill and could not make the trip, phone advice on steps to take was prompt. Filing the claim was a bit confusing, had some glitches in uploading the requested documents but ultimately succeeded. Currently awaiting action on my claim.

My flight was canceled from Boston to Rockland Me. I had to stay the night and rent a car to get home. All flights on Cape Air were canceled for 3 days. I sent paperwork to IMG a few days later (Oct 8) and have sent paperwork two more times. Still no resolution from IMG. This is a very simple claim with back up paperwork. I just glad I don't have a major claim with them. Still waiting for a response from IMG.

My husband was not able to take this trip but it was impossible for him to obtain a doctor's confirmation of his deteriorated condition due to the complications of dealing with the VA. Therefore we were not able to file a claim for him and lost all the money for the original airfares and his share of the holiday rental accommodation. I went alone so was still insured, but nothing happened to require use of the insurance.

So far it is not very pleasant.

I appreciated being able to speak with a live person during generous business hours. As I has more questions, each person was kind and helpful. I went on my trip confident if I had any further questions or needs I would be professionally served.