IMG Travel Insurance Reviews

Claim form easy to understand. My husband died in January. Learned the servers were down and could not get through to representative. Did receive email message this week claim was approved. Have now received as of March 5 the reimbursement was deposited into bank account.

I have complaints! ITravelinsured has dropped the ball. Itravelinsured had already agreed to the claim. It’s embarrassing how bad they are. Even though they had already agreed to the claim the started adding additional, unnecessary requirements. I had to contact square mouth zero complaints customer service who is trying to remedy the situation. One month later, square mouth zero complaints is also having difficulty getting Itravelinsured to respond. have they gone bankrupt?

A week before we were scheduled to leave for our trip, I contacted iTravelInsured to request a quote for additional coverage. I was told that their computer system was down and asked to call back. I attempted to call back every day for the next five days, and never received a connection. As a result, we left on our trip completely uncertain as to whether we had any coverage whatsoever and left to worry about the potential consequences of that uncertainty if we were involved in an accident or had other medical or problems. Thankfully we did not. To date, we still have not heard anything regarding my calls or the coverage that we paid for. This is a very shoddy way to run a business. I absolutely will not ever consider using either Squaremouth or iTravel Insured again, and I will suggest that any of my friends and family not do so either.

It's been 5 weeks since my material was submitted, with not a word from you. I've called the number listed and get a recording that says your computers are down and to call back some other time - this over the course of several days. Does that mean the whole company is shut down, no workers, no call backs. Pretty poor customer service.

Fortunately there was no need to file a claim. I felt comfortable buying this plan in the event something drastic may have occurred since I’m immune compromised and was going to a third world country. It’s always a good idea to buy travel insurance!

My experience with this company has been less than stellar...

When I attempted to initiate expanded coverage for increased trip costs and the subsequent premium adjustment, it took several calls/emails and four days to receive an acknowledgement of my request.
Once I received the quote for the additional premium my credit card details were incorrectly conveyed to the department responsible for confirming the additional coverage - further delaying my expanded coverage. The primary problem was that information was passed along indirectly to the department that reviewed and confirmed the request. As the insured I was not permitted to talk with the department directly but asked to give the credit details to the customer care agent in their customer service department.
In total it took 11 days to confirm additional coverage. This is extraordinarily inefficient and unacceptable when requesting expanded insurance coverage.

I have initiated and submitted a claim. During this process, I had several questions re: the questionnaire that were not specific to the claim but to the form itself. It was very difficult to get these simple questions answered. When I called to clarify their automated system stated that their computer system was down. I had to call their sales number to get my questions answered. On the first attempt, I was rerouted back to the automated system and then disconnected ... On the second attempt, I was able to get a live person who was very helpful. I called one more time for further clarification and after an initial brush-off my follow up questions were answered. If you computer system is down you should have personnel available to answer calls for simple questions.

I just followed up on my claim status - 10 days after it's receipt only to find out that their computer system had been "hacked". I was told that the claims department was still compromised and they were working on resolving the issue as quickly as possible... Their claims system has been down for over a month! Furthermore the representative was not able to state whether personal information had been compromised as a result of this security breach.
Extremely disconcerting.

I have been attempting to file a claim since January 29, 2020. I became ill and attempted to cancel my trip which departed on February 1. I called iTravelInsured claims on January 30 and was told they could not even log my call since their web site was down. I was told to check their website and when it was up and running, I could file a claim. I was told I could check back with the claims department on their toll free number. I have checked the web site everyday since. It has been down ever since. I called on January 30 and was told they were working on the web site but until it was up and running, there was nothing they could do. I called on February 6 and received a recorded message only, telling me the web site was down and to keep checking. I called again on February 11 and got the same message. On February 12 the web page changed to "Insuremytrip". I could not get to the claims section. I e-mailed "contact us" and have not gotten any response. I called on February 18, and got a recorded message. I have been checking the web site everyday. I am no closer to being serviced than I was on January 29.

I am a returning customer to Squaremouth and I have been extremely happy with your service. I have recommended Squaremouth to all of my friends who are contemplating traveling. I hope you can help me resolve this problem. I do not have any recourse at this point.

Thank you,

Lee Nakamura

Policy changes can't be made online and must be made over the phone. Email confirmation of requested policy changes takes several business days.