IMG Travel Insurance Reviews

Awaiting reply to my appeal:

Thank you for the reply (denying my claim). As you might imagine, I find this decision to be highly disappointing.

It seems that the "issue" is the fact that Kay X, for whom I'm Power of Attorney, is not a blood relative. I will suggest that for the past three years, I've assisted her at the same level of care that I provided to my mom during her final years. I moved Kay, cleaned out and sold her house, found an assisted living home, have seen her through two major surgeries in addition to the current health crisis, and I regularly tend to her health and financial care, including paying all bills, filing her taxes, etc.

I will be glad to go to the 4th floor of the Cleveland Clinic Hillcrest Hospital to have a multitude of nurses and the Doctor advise you that I was there each and every day, seeing to Kay's needs and making decisions regarding her wellbeing. The same is true for asking the staff to at the rehab post-acute care center, where she still resides while hopefully recovering, to confirm that I'm there daily ensuring her care and next steps.

I would also contest that a "legal guardian" (covered by the policy) is inherently similar to — or equal to — a Power of Attorney. A definition found online indicates: A power of attorney is a voluntary legal document you sign while you have capacity to appoint someone to act for you, whereas guardianship is a court‑ordered arrangement created after you become incapacitated, giving a guardian authority over personal, medical, or financial decisions. In either case, the PoA or Legal Guardian has authority over personal, medical or financial decisions. In this case, my friend, whose only two blood relatives — her sister and niece — died during Covid and Kay selected me to serve in this capacity. That was a wise decision before a court had to determine who would be in charge of her wellbeing. Would you mind checking with your legal department to see if they think that the duties of both a PoA and legal guardian are the same to reconsider reimbursement?

They say blood is thicker than water. I might suggest that friendship and love of neighbor is thicker than blood.

Thank you for your continued assistance with my claim. And let me know if documents from her caregivers at the hospital and rehab would be supportive and helpful to you.

During the trip, I developed a fever and trying to figure out where I could access medical care locally and if there would be any assistance to rebook one of our hotel stays. I called the phone number and it said that they were very busy and try back in a few days. The only other option was, I could select filing a claim which did very little to help me when I was sick in bed or the other option had to do with a hospitalization which I did not need, but I did need medical care. Ultimately, we were left to figure it out ourselves with the proprietor of the bed-and-breakfast who could make some recommendations. I do not have any confidence in the future with IMG support. When things happen and we need the support. I don’t want to hear call back in a few days. I tried multiple different phone numbers that they had listed and all led to the same result.

We unfortunately had to cancel this trip. Some health issues arose that our Doctor advised against travel due to immune issue.
We filed a claim for refund on September 9,2026 with all supporting documents. The site says to wait 15 business days. We are past that now. I will be following up on Monday October 19,2026. There has been no communication on this. When I log into my account, all it says is processing. It has been processing for 3 weeks. I need a decision on this.
I have purchased other travel insurance policies that were much easier to get refunds for. Your process needs upgrading.

Answer all my questions. Hopefully, they can continue to the completion of the claim.

Very easy to purchase travel insurance through Squaremouth.

It was perfectly satisfactory once we decided to go with travel insurance this time.

Your customer service, both in the US, and while away in Europe, was very reassuring.

Getting the policy was very easy. Every time I called I got a real person quickly and they were always helpful. The claims process was easy to do on line.

The tour company refunded my $

IMG is giving me the run around and not paying my claim. All the paperwork has been submitted twice. Still waiting.

IMG Travel Insurance – Easy to Purchase, Frustrating Claims Experience

Rating: 2 out of 5 stars (provisional, pending claim resolution)

We purchased IMG travel insurance through Squaremouth at the same time we booked our Gate 1 trip. The policy was reasonably priced, and Squaremouth’s comparison indicated that coverage for pre-existing medical conditions was available if the insurance was purchased within the required period after the initial trip deposit.

Unfortunately, our experience with IMG’s claims process has been extremely disappointing.

Three days before departure, an annual medical examination identified a possible heart condition. Following additional testing, the cardiologist would not recommend or medically clear me for an extended trip until further testing could be completed. Consequently, we had no reasonable alternative but to cancel our trip.

We promptly notified Gate 1 and IMG. IMG’s customer service representative explained how to submit a claim online. The process was straightforward, and we submitted all requested documentation, including a letter from the cardiologist confirming the medical reason for cancellation.

IMG’s website indicated that claims would be addressed within three days. When we received no response, we contacted customer service and were informed that three days referred only to an initial review and that the review process could take up to 15 days.

After approximately 15 days, IMG requested additional documentation, including bank statements proving payment to Gate 1, despite our having already provided Gate 1’s confirmation of payment.

IMG also requested a letter from our primary care provider confirming that the possible heart condition was not pre-existing when we purchased the trip and insurance policy. This was particularly frustrating because we had purchased the insurance at the time of booking, specifically to qualify for the policy’s advertised pre-existing condition coverage provisions. IMG should also have records establishing when our insurance policy was purchased.

We provided the additional documentation as requested. IMG has now informed us by email that reviewing the claim will take additional time, without providing a definite resolution date.

Our concern is not that IMG has a responsibility to verify claims. We understand that reasonable documentation is necessary. Rather, it is the seemingly piecemeal requests for information, changing timelines, and lack of clear communication that have made an already stressful medical situation unnecessarily difficult.

Although IMG’s premiums were competitive and its online claim submission system was easy to use, our experience suggests that obtaining a claim decision may be considerably more difficult than purchasing the coverage.

At this point, I would think twice before purchasing IMG travel insurance again. The real value of travel insurance is demonstrated when a legitimate claim is submitted, not when the policy is sold.

Our claim remains unresolved, and we hope IMG will provide a fair and timely decision. We will update this review when the process is completed.