IMG
Overall Rating 4.23 out of 5
Overall Rating 4.23 out of 5 1,869 Reviews Since 2005

  • Rating 4 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 13, 2023
    Marianne from TX Verified Squaremouth Customer

    Fortunatly we did not have to use the insurance but it was reassuring to know we had it if needed.

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    0 out of 0 people found this review helpful

  • Rating 5 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 13, 2023
    Larry from NC Verified Squaremouth Customer

    Not satisfied with their coverage. The incident happened in the foreign country but the insurance company would not cover the cost for the follow-up/ check-up and care after we returned home back in the States.

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    3 out of 7 people found this review helpful

  • Rating 5 out of 5
    Policy:
    iTravelInsured Travel LX Basic
    Review Received:
    November 12, 2023
    Schilling from OH Verified Squaremouth Customer

    N/a

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    0 out of 1 people found this review helpful

  • Rating 5 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 12, 2023
    Eugene from NJ Verified Squaremouth Customer

    Got Covid just before leaving, had to cancel. Filed a claim, waiting for disposition

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    1 out of 6 people found this review helpful

  • Rating 4 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 12, 2023
    Sandra from CA Verified Squaremouth Customer

    Easy to deal with

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    1 out of 2 people found this review helpful

  • Rating 3 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 11, 2023
    Donald from IL Verified Squaremouth Customer

    My companion was ill on our final travel morning. Called IMG and was basically told they don’t do anything unless there it’s a hospitalization. Had to find physician on our own. Missed flight and had to find a flight on our own 2 days later. Claim filed for medical cost, hotel cost during delay and air fare.

    Review Updated: 01/10/2024

    At the end of a wonderful Rhine River trip, we were to fly home but my companion woke at 3:00am terribly ill. She required medical attention, and we missed our flight.

    We incurred about $2000 in additional costs for 2 days hotel, a Dr visit (It was Amsterdam. The Doctor made a trip to the hotel, on his bicycle), some food, and additional air fare.

    The IMG claims process was straight forward, totally on line, required only a reasonable amount of documentation, and was handled by a processor who clearly communicated the additional items I failed to send. When complete, the claim was approved for payment promptly. Great example of customer oriented best practices. Thanks IMG and Squaremouth.

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    10 out of 11 people found this review helpful

  • Rating 1 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 10, 2023
    Howard from FL Verified Squaremouth Customer

    I'm not sure how to begin other than to say what a terrible experience IMG has been. Right from the beginning the process was not designed to make filing a claim very easy unless you worked for an insurance and new all their correct jargon and read and comprehended every last line of information they give you. Unfortunately this was definitely not the case with IMG. You have no one to guide you through the process, they just ask you a series of questions about your claim and how much you lost. If you should have any question you have to call an 800 number for answers. Most of the time the problem was the way they posed the question, they never designed to be answered correctly. After you submit your claim you have to wait until the review department reviews your claim and lets you know if they need any further information to continue to make a decision. In our case they sent us an email outlining what they would need to finalize the review of our claim and make a decision. The email was laughable at best since it asked me to send documentation I sent in when I originally sent in the claim. The questions and information they were looking for were scattered through the two-page email, which made it very difficult to know they wanting what they were looking for. But I obliged and again sent in a breakdown including all documentation they requested. After several weeks I received another email telling me what they would and would not pay on my claim. Although they gave me no explanation or breakdown or amounts, again I needed to send them the transportation documentation they require. As of this writing 12-8-2023 I have not spoken nor written to them. All I will say is the whole thing has become a nightmare with no end in sight.

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    7 out of 7 people found this review helpful

  • Rating 2 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 9, 2023
    ROBERTA from FL Verified Squaremouth Customer

    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.

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    14 out of 14 people found this review helpful

  • Rating 3 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 9, 2023
    Carolyn from FL Verified Squaremouth Customer

    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.

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    10 out of 11 people found this review helpful

  • Rating 5 out of 5
    Policy:
    iTravelInsured Travel SE
    Review Received:
    November 5, 2023
    Barbara from SC Verified Squaremouth Customer

    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 !

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    1 out of 1 people found this review helpful