IMG Travel Insurance Reviews

Claim process slow. It took 8 weeks to get a response from initial claim and then appeal.
Customer service inadequate. I was placed on hold for 15 minutes waiting for someone to answer my question and then disconnected. Customer service could not provide any explanation other than to repeat what was on the IMG email. To get further review a written appeal was required. Little explanation was provided with the IMG responses. Overall very unfriendly.

I filed a claim in early July, sending all documentation that an agent told me to send. A few weeks later, I called to check on the status of the claim and was told that it was processing and everything was in order. The next day I received an email asking for more documentation, which I sent that day. I continued to check the status, which continued to say more documentation was needed. I called back and was told they had received the information and hadn’t updated the status. A week and a half later, I called again because the status had not changed. I also emailed IMG and Squaremouth. I received an email from IMG saying an agent was being appointed to my case and it would be a priority. I also received an email from Squaremouth about the zero-complaint policy. Three days later, I received another email from IMG that said they needed two more items of documentation. One item was something that was sent with the original claim; the other was a form to be filled out by my cancer doctor who had already written a letter, which was also sent with the original claim. I resent the first document and the form from my doctor. A week later, I filed a claim with Squaremouth and was given an interview time. The next day I received another email email from IMG saying that my claim had been recommended for settlement. When I talked to Mari from Squaremouth, she told me that that email was a good sign and the claim should be settled within the week. Six days later, I received an email from Mari saying that the claim had been settled. The next day (9/9/25) it appeared in our bank account. I have yet to receive any notification from IMG.
I feel this could’ve dragged on for longer-stall, stall, stall-if IMG had not intervened. It seems as if I had to harass them to get anything done, which a customer should not have to do.