IMG Travel Insurance Reviews

They denied claim because we got a discount on a new booking, but that requires us to completely pay for another trip. They gave us nothing for the trip we were on

Review Updated: 04/24/2025

Submitting a claim with IMG was a terrible experience.

1. Online experience: the IMG website directed me to submit my claim on line. The online portal was easy to access and the option to save your claim and return was very important. I had a large and complicated claim and needed time to get all of the paperwork together. I spent several hours adding the documents to the claim and saved it. I then returned a few days later and it was all gone. This happened several times.
2. Customer service: The quality and professionalism were terrible. They didn't know what they were talking about and each CS person would contradict the other. It was impossible to elevate to a supervisor and it was impossible to actually have a call with anyone who knew anything about the terms of filing a claim or the online system. After a month of disasters, I was told my a CS rep that the online portal didn't really work and I needed to fill out the claim manually and then fax or mail to them! One month to be told this. The CS people were rude and condescending and as they are clearly working from home, I could hear children and pets in the background. I learned their technique - they listen to your question, then ask if it's ok to be placed on hold so they can research?? and then they return many minutes later with nothing to say, or a big lie they just made up.
3. My insurance and claim were for trip interruption. After my emergency trip back to the USA, I was denied reimbursement for the additional flight to get me back to Africa to finish my work. The flight - I fly business class - was the most expensive part of the trip. I disputed this finding and have heard from no one.

I will never use that company again, nor yours.

This is my first major insurance claim in my life and it was terrible.

I was unable to provide a receipt for a return trip from the Doctor we saw in Salerno, Italy.
I did have the receipt for the trip to the Doctor and pharmacy but the cab took off before I received the receipt for the return trip.
I explained the situation, but it fell on deaf ears.