IMG Travel Insurance Reviews

The airline cancelled the flight so the trip never happened. I got a refund from the airline but it didn’t cover a new flight last minute with a different airline. I filed a claim. Called about a month ago and was told to wait, that you were very busy. I was about to call again.
Everyone has been very polite but I’m disappointed. This is not a big claim, I wondering how it would have been if I had a major medical emergency. Hesitant to purchase another insurance through Squaremouth.

My trip was interrupted due to my mother being seriously ill and I had to come home early. I had to arrange for new flights home which were costly. How do I initiate this claim?

I found the staff VERY helpful and informative. It was extremely easy to talk to someone. When one is upset regarding a cancellation it was refreshing to deal with a user friendly system. Many thanks.

early Janurary, I made a claim and IMG found every excuses to not process the claim.

frist it took very long time to get response ( 20 to 40 days to get one response) .

in their first response , IMG claimed my address was in US, after I explained the reason I purchased the insurance while I have already in US because the first 31days I have group insurance coverage. then after another 20 days or so, IMG asked me to provide the prove of my residency, I send all my drivers license and passport and our hotel bills gas bills even my candian Tax return, it took another 25 days(I have already back to Canada) that I have received an email to deny the claim ,the reason was I need to purchase an insurance before my trip.(back to the same circle)

IMG is very difficaut to communicate , the call center staff will not answer any questions, the only response from them was "I can escalate your request," then everything I have to communicate through online.

I have purchased travlor insurance from Square mouth for two years , only made one small claim, and it was declined after over three month difficulty communication .
it would be appreciated if you could contact me at 403-4722899 between May8th to May 17th

It is a good thing that we purchased the travel insurance. We never thought we will need it, my husband came down w pneumonia and had to be hospitalized for 3 days in South Africa. I called the customer service line and they gave me the link for the claim, the service was professional and speedy.

keep up the good work

Easy enough to purchase -

Process was clear. Reimbursement was prompt and complete.

IMG's review process is extremely long. It takes 10-12 days to even assign a claim reviewer. I am not impressed with IMG.

The claim process with IMG was awful from the beginning. I had a very ill child, and had to cancel my trip- I had very detailed documentation from medical doctors to provide.
IMG asked that I use their online portal, which I did, after which point there was no way for me to retireve or check on my claim information- it seemed to disapper. Although IMG did send an email saying it was received.
I then heard nothing for months, and every IMG customer service representative I spoke to told me different things- one said my claim was "not found at all" and that there was nothing I could do but re-submit, and then another "found it" all of a sudden. Their claims representatives are very rude and unhelpful. I asked that the claim be escalated, and only then did I hear back via email, asking that I re-submit the exact same documents that I already had- very frustrating.
I then had my claim denied, despite having a non-refundable dining event that the policy clearly covered.
I asked that SquareMouth assist me via their "Zero Complaints" process, but they simply sided with IMG, and also overlooked the non-refundable event, and all of the detailed evidence I provided.
I disputed the cliaim with IMG, and they decided the policy DID cover it, and refunded the amount.
I'm highly dissapointed with both IMG and Squaremouth. Buying a policy is of course easy and seamless, yet when it's time for them to honor it, as well as their own customer service promises, they fall short.