IMG Travel Insurance Reviews

We were unable to go on our planned trip 6/20-6/27. I filed the claim and was asked for additional documentation from my husbands physician, which I have provided. On the claims page the tracker still hasn't moved. I purchased insurance in the event something happened I would not lose my money. I need my money back desperately and have not heard anything back.

From: Stanislav Kligman
Insurance Company: IMG Plan: iTravelInsured Choice
I do not agree with the major decision and the appeal decision issued by IMG. This appeal decision (issued on 6/3/26) was never emailed to me. On June 22, 2026, I contacted IMG and was informed that the appeal had been decided long ago. The representative agreed to send me a copy. I checked both my Junk and Deleted folders—there were no communications from IMG. This is not acceptable service.
I purchased travel insurance to cover two independent travel suppliers:
1. Inspiring Vacations (IV) — $7,333
2. Turkish Airlines (TA) — $8,821
These suppliers are not connected. The total insured amount was $16,154.
After Inspiring Vacations cancelled the trip before it began, I was forced to cancel my Turkish Airlines tickets. I submitted a claim for:
• $930 in unrecoverable expenses from Inspiring Vacations
• $800 in cancellation fees charged by Turkish Airlines
IV clearly identified the $930 as “unrecoverable expenses” in my agreement with them. IV refunded the remainder as a credit ($7,333 – $930 = $6,403).
Both claims were denied.
1. Denial of the $930 Claim
IMG denied the $930 based on General Exclusions and Limitations (GE&L), citing paragraph 16:
“Benefits are not payable for any loss due to, arising or resulting from:
16. Failure of any tour operator, Common Carrier, or other Travel Supplier, person or agency to refund money due to You, or to provide the bargained-for Travel Arrangements.”
My response:
The policy clearly states that IMG does not cover “money due to You.” However, the $930 was not money due to me. It was explicitly classified by IV as unrecoverable expenses—not a refund owed to me.
IMG attempted to bypass this fact by stating that “the classification of this amount does not alter the underlying cause of the loss.” This reasoning is not supported by the policy language. If IMG intended to exclude losses that “flow from the underlying cause,” the policy should have included wording such as:
“...to refund money due to You and/or any costs flowing directly from the underlying cause of the loss.”
Because this language does not exist, the denial is unsupported.
2. Denial of the $800 Turkish Airlines Cancellation Fee
I also disagree with the denial of the $800 cancellation fee. Turkish Airlines is a separate, independent travel supplier with its own cancellation policy: $400 per ticket, totaling $800. This fee is a contractual penalty, not a failure to refund money.
IMG GE&L does not specify how many independent suppliers may be covered under one policy, nor does it state that IMG may combine independent suppliers under a “consequential loss” doctrine.
Paragraphs 16 and 19 apply only to the supplier who failed to provide the bargained-for travel arrangements or promised services. Turkish Airlines did not fail to provide service; they simply applied their standard cancellation fee.
If IMG intends to treat multiple independent suppliers as a single chain of causation, the GE&L should include language such as:
“If more than one independent provider is insured under the same policy, and the primary cause of loss is not covered, any costs flowing from that event are also excluded, regardless of the independence of the suppliers.”
No such clause exists. The current wording reasonably leads an insured person to believe that independent suppliers are evaluated separately. This ambiguity is misleading and results in insured individuals paying premiums for coverage that becomes useless when multiple independent suppliers are involved.
This creates a paradox:
• If I had purchased two separate policies, one for IV and one for TA, the TA cancellation fee would be covered.
• Because I purchased one combined policy, it is denied.
This is unreasonable and not disclosed in your GE&L.
3. Industry Analysis
I conducted an independent review of insurance practices. Summary:
Concept Meaning: How Insurers Apply It: When It Favors the Insured:
(Consequential / indirect loss) (Financial losses flowing indirectly from an initial event) (Often excluded if policy mentions consequential or indirect losses. When policy wording is ambiguous or when the airline fee is a separate contractual penalty)
As shown, ambiguity favors the insured. The Turkish Airlines cancellation fee is a separate contractual penalty, not a refund failure.
IMG Schedule of Benefits lists a trip cancellation limit of $200 per person, totaling $400 for two insured persons. At minimum, this amount should be paid.

I spoke to a representative to reduce the amount of coverage as I ended up purchasing insurance from Icelandair for the flights. The woman was professional and extremely knowledgeable and made the change quickly and efficiently. Thank you.

Policy/Certificate Number: TCCH085942408 (Travel dates: 05/12/26 - 05/30/26)
Claim Number: T56229
Primary Claimant: JoJo Yuen

Claim Reason and description:
It started on May 21, 2026, late morning. I felt uncomfortable and had stomach aches. It got worse later in the day. I stayed at the hotel and had bed rest the rest of the day. I felt the pain escalate and repeated vomiting. At about 11:00 pm, I decided to go to the ER department of a local hospital near the hotel where I stayed. The ER doctor ordered some tests, including blood work, X-ray, and a CT scan, to diagnose my issue. I checked into the hospital room on May 21 after midnight, and I was discharged on May 23 afternoon. Since it happened while I was travelling in Hong Kong, the hospital doctor gave me some medicines to take care of the immediate problem. He suggested that I follow up on the issue when I am back home. I worried about the long flight coming home. So I went to a local clinic on May 26 for a second opinion to ensure I would be fine for the trip home on May 30.

Complain and request:
I submitted the claim and related ducuments, etc. on June 4 after I was back from the trip. It has been a month but still waiting for the approval and reimbursement. Would you follow up this claim for me? Please email me for any questions: Java1633@aol.com
Thank you!

This has been a terrible experience. I've had a claim pending for over 2 months. I wish the claims representative would call me and talk about this claim. It would clear up any questions or confusion on their part. The back and forth over a relatively uncomplicated situation is unfortunate. The lack of compassion from your company is truly awful. I will not recommend or use your company again. I've tried to escalate my concern, but it goes nowhere since it all ends up back with the claims representative who has never picked up the phone and talked to me. It seems like the longer they drag it out, the better the chances of me giving up.

Was able to easily contact IMG on ship's phone re coverage for treatment at a hospital in Korea of a medical issue. Could have made a claim for the ship's doctor's fee for diagnosis of a scopolamine reaction issue, but it wasn't worth the hassle. The reaction dissipated after removal of the patch, and further treatment at a hospital in the port wasn't sought.

Although I did not make a claim, I felt confident that we were well covered based on reviews and interaction with a SquareMouth consultant. I was especially impressed that the consultant did not try to "upsell" me and actually recommended a lower priced policy.

The initial agents who answer the 24hr help line did not often have complete information and couldn’t help me at times. The nurses on the medical team were outstanding and told me the key words to get past the initial agents and to the medical team. I’m SO glad I had this policy because we had an accident that resulted in over $10,000 in medical care and travel changes.

Very confusing instructions from travel agency and what I was supposed to click at first.
Phone call to customer service clarified what was needed in what order.
Only needed one additional call to get verification that anything had gone through