IMG Travel Insurance Reviews

Why did it take a month to realize that the incident was covered. Initial rejection and appeal BOTH missed that the policy was purchased in a timely manner and the claim was legitimate and should be paid. Took multiple emails and a phone call to get someone to recognize that I WAS covered, and that the policy was legitimate and in force. After a month of bouncing around and multiple rejections, once the person in the UK realized THEIR mistake at not understanding a calendar and dates of policy initiation and coverage, I received a check for the proper amount within 10 days. No clue why it was so hard, and even the appeal was initially rejected for the same mistake of the adjuster not understanding the dates of coverage and the policy period. WAAAY too much time on my part to get this settled - so much for online only customer (dis)service. At least the agent I FINALLY got to speak with on the phone quickly saw the error by the adjuster/s and helped get it quickly resolved.

My claim was denied because it was on the return flight that their bags were lost for over a week. That was not clear in the coverage document, and I'm not sure why that should matter. The loss of the bags caused my daughter to have to do school shopping all over again because the kids started school before the bags were ultimately returned. I was just disappointed that the baggage coverage did not apply to the last part of the trip.

I was not satisfied with the claim process findings as IMG and I have a different view of what is considered covered claim for trip interruption.
Since there was no actual financial loss for scheduled events on the ship they didn't feel a percentage reimbursement was due!

"While quarantine is recognised as a covered event under certain benefits of the policy, Trip Interruption coverage provides reimbursement for eligible unused, pre-paid and non-refundable travel arrangements resulting from a covered interruption.

Based on the information provided, you remained aboard the cruise during the period of quarantine and continued to use your cruise accommodation. You have also confirmed that the two cancelled dinner reservations resulted in no financial loss and that the two cancelled shore excursions were fully refunded.

We appreciate that your illness and quarantine significantly affected your experience during the cruise. However, the policy does not provide reimbursement simply for the calculated value of days during which the enjoyment or use of the trip was affected. In order for Trip Interruption benefits to be payable, there must be an eligible unused, pre-paid and non-refundable financial loss."
This was their explanation, my point was that yes while i was still on the ship i was quarantined to my stateroom for 2 days and "Could Not" use the cruise accommodations other than my bed and bathroom! If this is typical with travel insurance I will just roll the dice for my future travels that I have planned.

They did correctly settle our claim but they kept asking for additional information from our doctor, which was very frustrating and cumbersome for the medical office. For example, after we had given them everything they had asked for including the specific letter they had asked for, they required an additional letter saying that the injury wasn't a pre-existing condition. This was totally ridiculous because they had all the information with the original x-ray and the original visit date. So of course the fracture wasn't a pre-existing condition. We had to bother the medical office yet again to get this specific letter.