Compare IMG Plans in Just A Few Simple Steps
IMG has nine policies on Squaremouth, including ‘cancellation-only’ and ‘medical-only’ options. They offer some of the best Travel Delay and Emergency Medical coverage available, with certain plans providing up to $2,000,000 in medical protection.
See how IMG compares to other providers on Squaremouth in customer satisfaction and service quality:
*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.
IMG customers have noted that the customer service is attentive both before and during their trips, especially when they need to modify their policies. Some customers have experienced difficulties with the online claims portal and uploading documents. However, IMG has recently improved its claims process to make it more efficient and transparent for customers.
Needed minor assistance in correcting some dates I provided and was relatively easy (as I recall had 2 possible contact avenues and was offered referral for my specific need.)
Liked the walk thru in application process - felt I knew exactly what I was paying for and there was security in knowing we were covered, pretty much no matter what.
Explained the policy well it met our needs and we were able the buy increase insurance later without consequences once we understood our needs better
We did not go on the trip. My wife required a medical procedure that prevented international travel, and now is scheduled for major surgery.
It's been six months since I've filed my claim. Every time I call I get the same response: we'll escalate this so it can get investigated. Then I receive a generic email saying I need to submit missing evidence. I've spent hours on the phone with agents going through every single item I've sent and completes their requests, but they keep delaying any sort of further information nor payments. I had used them several times before, but this is the first time claiming. So beware of their delay tactics.
I got an email asking me for exactly the same items I was asked months ago, which I have provided already. Proof of payment and bookings, they are very specific things I have already sent and verified it was received, by know it is evidence that is almost a year old. They clearly have incompetent people at their claims department and clearly have complete disregard for the effort I have already made.
I DO NOT recommend.
Have insured several trips with IMG in the last 5 years. First time I filed a claim due to flight cancellation by united airlines. I have submitted all the documents and awaiting to see how quickly IMG settles this claim.
I really have nothing to report or even comment on.
I would NOT recommend IMG. I purchased this on Squaremouth website based on Squaremouth's reputation and the Zero Complaint Guarantee. We are VERY disappointed with the IMG policy. Our return flight had a delay of almost 10 hours. So, I submitted our travel delay claim with IMG when we returned. Their website said they will respond within 10 days. It has been two weeks now and it is still only showing as "processing" online. We received no other communication from IMG besides the original email acknowledging the submission of claim. That email said "You will receive another email (within 2 - 3 business days) once a claim number has been assigned as well as details regarding next steps.". We received NOTHING. Their claim site said we will hear back within 10 days. We heard NOTHING. I just called them and they said it will take 30 days to process, which is NOT what is shown on their claim site. My husband and I travel often and we have purchased from Squaremouth a number of times (and hadn't had to file claims until this time). With our experience like this, we will definitely not purchase any more IMG policies and will certainly rethink about purchasing from Squaremouth again. Very disappointing.
Review Updated: 12/23/2025
When we submitted our claim, the info on IMG's website showed they would let us know in 10 business days. We didn't hear back anything after this timeline has passed. It was only after we initiated Squaremouth's Zero Complaint process and had a Squaremouth agent intervened and contacted IMG did we hear that our claim had been successfully processed and we would be reimbursed. We would not have gotten this without Squaremouth's help. So, 5 stars for Squaremouths and 1 star for IMG. Our claim was very simple and the amount is small, it should not have been so difficult for IMG to respond. My husband and I travel frequently and use Squaremouth for travel insurance regularly. I also referred my daughter & her husband to purchase travel insurance from Squaremouth recently. We are happy with Squaremouth's customer service, but not so much with IMG.
I appreciate being able to speak with a representative when needed.
Small claim in process. Submitted electronically
Review Updated: 12/20/2025
Handled quickly and efficiently
IMG was absolutely terrible at responding to my questions. I first asked if the insurance would lapse if, because of the government shut down, I wound up getting home later than I scheduled. They asked me for more information, which I supplied, and then never responded to the question.
Our ship broke down at sea and we had to be airlifted out of the Antarctic. Again, I wrote to them and asked if they provided any assistance at rescheduling if I missed my plane. Three days later, I still had not gotten even the courtesy of a response.
This was an extremely expensive policy and the service was absolutely non-existent. I will never use this company again.