Reviews, Sales, and Service Ratings for
IMG

I think we are talking about a claim I submitted in August of 2024. It is in appeal for over three months and IMG is playing games by telling me they are busy. I think they are looking for any way not to cover the claim fully.

We put in a claim as we had to cancel due to an unexpected admission to a 30 day Alcohol facility. We were denied because they said it was not initiated by a Physician / Doctor. We did provide documentation from the facility. A $2800 hit as the hotel will not refund.

This is the last time I'll use SquareMouth. On each occasion I've had a claim or potential claim, the SM rep acted more like the insurance company offering reasons why I either did not have a claim or should not file a claim. At no point did I feel the SM reps were on my side or even empathizing with my situation. In some instances, they didn't listen carefully to what happened.
In summary, there has been no value add whatsoever.

I filed a claim and some of my documents did not go through. Noone told me about it. When I called the customer service person was rude and hung up on me.

I have used Squaremouth Ins services on previous trips and will continue to do so in future trips. The website is very easy to navigate - from comparing different insurance companies, to payment instructions etc.
I had the error of inputting the incorrect Return date from my trip so I had to call your Head office to make the correction. The Customer Service Rep I talked to was very helpful and made the correction, effective immediately.
Thank you for your assistance.

Very easy overall. The only hiccup in the signup process was contradictory statements. We found the wording in the policy was not consistent with the wording of the online checkout page. Specifically, we selected a policy which accepted pre-existing conditions but the online checkout had statements that contradicted the policy about pre-existing conditions. We spoke with someone about this and in the end accepted the verbal conclusion that the policy wording would override the checkout statement. I would have felt more comfortable with the wording being aligned correctly. We did not file a claim in the end so the point was moot.

Easy service to use!

FILED CLAIM AND THYE ASKED FOR ALL KINDS OF ADDTIONAL INFORMATION IN ADDTION TO BILLS I HAD PAID. SUBMITED IT 10DAYS AGO AND HAVE NOT HEARD BACK.

My wife had major surgery so had to cancel my trip. People were kind so I was able to recover all of the deposits and minimized the claim to the airfare which was less than $900. I called and chatted with air carrier and they gave me a credit which I won’t use within a year so it’s a loss. The insurance company said this needed to be voided. The carrier said they cannot take it off my account and I shared the carrier comments (screen shots) with the insurance company. They denied my claim based on the credits as a form of payment. I am very disappointed since I did my best to minimize their exposure, tried to void the credits, plus it was a very legitimate claim. I worked in insurance for 45 years and sometimes reasonable judgement needs to be applied. I am considering filing a complaint with the insurance commission.
It’s not about the claim anymore. It’s about what insurance is supposed to be there for, and trusting it will be there when you need it, and knowing it’s not just a process.

My airline allowed me to change my flights due to a weather forecast. I called to get the new dates added. The agent was very nice and sent an email to his supervisors requesting this update (he copied me) but I never heard from the supervisors. Fortunately, I didn't have a problem.