Reviews, Sales, and Service Ratings for
IMG

Due to unforseen issues with my boyfriend, i didnt have a place to stay, I had to cancel my trip. IMG keeps telling me I couldn't be reimbursed because of a divorce or separation. I'm not married. They have also disregarded every attempt to discuss the matter further so I not only lost the whole trip but the policy cost too. Very very unhappy with this company and their lack of customer service.

The SM website is user friendly and a precise evaluatory tool to assist for best policy. This, coupled with available and knowledgeable Ins agents.

IMG provided exactly the coverage I needed at a reasonable cost. I've learned to not book a vacation without insurance in today's world of uncertainty and nonrefundable bookings! Thankfully, this time I didn't have to make a claim.

Easy experience. Agent helped my modify trip dates.

So Far So good

Claim denied.
I sent an appeal to email address IMG told to me

Appeal was not deliverable to email address provided

Called back to clarify email address

Representative from IMG could not find my policy with the certificate number I gave

Still can not send an appeal- now I’m stuck with a denied claim and no way to send an appeal email letter

I got different answers on the phone . One agent told me my claim would be covered another said no. The claim computer request did not have a reason that reflected the current Israel situation to check as a reason for cancellation . When I called back I got another agent that said her supervisor told her to tell people war was an exclusion and the claim would not be covered .

I had to submit proof of claims and other pertinent information multiple times.
When I called to speak with customer service, I often got conflicting answers.
I had to file trip delay and trip interruption claims separately even though they were related.
The fact that they should be filed separately was not clear on the claims forms.
Trip Interruption claim was initially denied although clearly covered in the policy.
I had to write an extensive appeal email again submitting reports I obtained from the airline and cruise companies.
I had to point out specifically their contract data that covered this situation.
It took a very long time to receive feedback from my appeal.
Decision was finally reversed in my favor although I have not yet received compensation but it is expected in 10 days.
It took a lot of time and effort on my part to file claims. I am sure that some policy holders simply give up.
All said it has been five months since my trip for total compensation. I think this is too long.

While traveling in Spain I needed to seek medical care for an infection. I went to the emergency room at Hospital Universitario San Agustin in Aviles where I was evaluated. The doctor determined that the infection need IV treatment and that I should spend 2 - 3 days at the hospital. I reached out to IMG to verify my coverage and if any pre-authorization was necessary. I was informed my policy would cover the stay and treatment and instructed on what documents to collect to submit my claim. When departing the hospital I paid the bill and verified I had all the required documents to submit for reimbursement. Four weeks later when I returned home I submitted the claim via the web interface to IMG on Thursday. On Saturday I received an email indicating the claim was approved and payment would be made. On Wednesday the payment was deposited to my account. It was less than 1 week from claim submission to payment for me. I was careful to ensure I submitted all the documents with the claim along with the credit card statement showing the charge. I am very pleased with the responsiveness and 100% coverage for my claim. I did not expect the claim to go so smoothly and quickly. My advice to anyone who purchases a policy and needs to file a claim would be to understand what documents you need and collect them from the doctor / hospital when being discharged.

We had to notify IMG of a potential claim on the rental car portion of the policy. It seemed that area was a new product offering. Their web site was not really set up for rental car claims.

I contacted them through their web site and and spoke with a representative on the phone. Both interactions were very positive. They were able to find the answers that I needed.