IMG Travel Insurance Reviews

Slow walking claim.

IMG was the absolute WORST company to deal with. It took 3 months to finally get our money returned. They required countless duplicate forms to be filled in. They then required 6 months of previous medical records which I thought this was incredibly invasive, but I want our money returned so I'll do what they say. The emails sent indicate they will review the info within 2-5 days and receive payment in 3 business days. When you call customer service to inquire they say it could take 10-15 days. When you call them out on what the actual email states, they say, "We are revamping our wording". THREE MONTHS and you're still revamping? Every time you call you get a different answer on the number of days it will take to review the case. One representative indicated it could take up to 60 days. I've been purchasing travel insurance for over 20 years and had to use it twice. Once for a hurricane and the other for a sudden onset illness & hospitalization. I received payment within 14 days from other companies. RUN AWAY FROM IMG!

I had put in the wrong policy dates (by one day) when I originally made my policy. It took sometime to find the right person to help, because I was told to use the website, which for some reason didn't work for me. When I found the right person, she was very helpful and quickly resolved the problem.

The staff adjusted our policy several times as our travel plans changed. We had a travel cancellation on our return flight. Notified the staff that reimbursement from British Airways was pending. That has now been resolved with British Airways. So, no claim will be filed.

Extremely expensive!!

Deeply flawed claims tracking and highly frustrating support.
The claims processing and frontline customer support at International Medical Group (IMG) are incredibly disorganized and inefficient.

Discouraging Call Routing: The phone system uses blatant call deflection tactics. For months, their automated greeting has claimed they are "extremely busy" and actively urges callers to hang up and call back in a few days. It feels entirely designed to discourage you from staying on the line to reach a live human.

Untrained Frontline Agents: Once you do bypass the automated recording and connect with a person, the representatives display a clear lack of basic product knowledge regarding the exact policies they are supposed to be servicing.

Severe Administrative Delays: The claims department operates at an unacceptable pace. After waiting nearly 15 business days without receiving a single status update, I was forced to take the initiative and email them directly.

Complete Internal Disconnect: The tracking infrastructure is heavily flawed. An IMG agent replied to my status email stating they had absolutely no record of my claim. This happened despite the fact that I gave them a valid claim number and could actively see the active claim status published live on IMG’s own member portal.

Deflective Communication: When I called out this system contradiction, the agent offered zero apologies or explanations for the error. They simply shifted their story, admitted they actually had the claim, and stated it would take 15 to 20 business days to process.

It makes no operational sense for a company to display a live claim to a customer online while their internal customer service representatives remain completely blind to it. Dealing with automated hurdles, untrained staff, and a complete lack of administrative accountability makes tracking a claim with IMG an incredibly stressful experience.

I submitted the claim and over a short period of time uploaded all supporting documentation. Then, when they first responded, it was as if they hadn't reviewed the uploaded supporting documentation fully. They asked for things I already had submitted.

I also appealed their claims payment amount, and they denied all that I appealed. One thing in particular is that they subtracted the same price per ticket for us for our cancelled flight (that, is because they knew Southwest would refund that to us). But I explained to them that while my husband paid a fare, I had companion pass with Southwest and did not pay a fare , only minor fees. Nevertheless, they insisted on withholding the same amount (close to $350) from the claim payment as they did for my husband's ticket, even though I did not pay what he paid for his ticket. Although they paid a portion of our claimed amount, I would not use IMG in the future.