IMG Travel Insurance Reviews

Appreciate SquareMouth has many options to choose from, but in a way it was too many. Hard for me to tell the differences between them.

Re customer support while on the trip: although I was expecting a little more help in finding nearby health clinic to go to, the rep sent the form right away which was much appreciated.

None at this point - the proof of the pudding is in how difficult the claim process is and whether the claim is assessed in a fair manner and actually paid in a timely manner. - so I will wait and see.

My only interaction with IMG was determining (during my trip) how my trip insurance was going to help with issues (caused by the power outage in Portugal and continuing until our bags arrived 5 days later). The agent I spoke to reviewed my policy and explained my options (file with the airline first, IMG second OR skip filing with the airline and just file with IMG). I filed the claim when I got home and now I'm awaiting the completion of their processing.

Of course depending on the outcome I might change my rating.

I purchased the insurance with no intention of using it. But our travel companions got sick (cancer) so we needed to adjust our trip. Submitted my claim in April 2025. The claim is still unresolved. Weeks with no communications. So I'm a little disappointed.

Had to call for a quick question. Satisfied with service and response time. I will continue to purchase on SquareMouth because I’ve had continuous good service even when I had a claim during COVID.

My wife became ill in the middle of the night and we felt we needed a doctor. We were in an area where no doctor or medical facility was available at that time of night. And arranging some kind of transportation was going to be difficult. We used IMG's Tele Doc service, and was quite satisfied. Without it we may have ended our trip right then. The doctor provided instructions and made the necessary paperwork for my wife if she required to go to an emergency care facility. It turned out that most of my wife's problem was brought on by the anxiety of receiving medical care in another country. Her symptoms improved by morning and we continued our trip. Good job IMG.

I became ill in London and called the IMG Assistance number because I had no idea what I needed to do or if there was any assistance that they would provide at that time. The Customer Service person, Brea/Bria, who answered the phone was the rudest person I've ever encountered in a customer service role. If the call was "recorded for quality assurance," I suggest someone listen to the call at 4:45 ppm London time on May 29th.
She kept asking "what do you want?" "Why are you calling us?" I told her I was ill on a trip in London and I have an insurance policy with you and I'm calling for assistance. She says snidely "That's not a question." I asked if there was a medical professional who I could speak with and she seemed astonished that I should ask such a question. It was bizarre and became an argument. After a while, she was exasperated (as was I) and rattled off "go to urgent care or telehealth or the emergency room."
I was naive in thinking that there was assistance at the assistance number, I suppose. But the rep was sarcastic and unprofessional - I was shocked. She could have just explained what the assistance would normally consist of and that I would be on my own and be able to file a claim after the fact. But instead she was immediately argumentative and disdainful. Weird. A very bad experience.

So far I have had fabulous experience with this company. I was in an accident during spring trip of 2023 and ended up needing a hip replacement. Was done in Ghent Belgium. My interaction with IMG was outstanding and their processing my claim was seamless and painless. I have recommended IMG multiple times to friends and colleagues. But, no one believes the dealing with an insurance company could be positive.

All went well. Will be using your company for future travel. Have used before as well.