Compare IMG Plans in Just A Few Simple Steps
IMG has nine policies on Squaremouth, including ‘cancellation-only’ and ‘medical-only’ options. They offer some of the best Travel Delay and Emergency Medical coverage available, with certain plans providing up to $2,000,000 in medical protection.
See how IMG compares to other providers on Squaremouth in customer satisfaction and service quality:
*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.
IMG customers have noted that the customer service is attentive both before and during their trips, especially when they need to modify their policies. Some customers have experienced difficulties with the online claims portal and uploading documents. However, IMG has recently improved its claims process to make it more efficient and transparent for customers.
Was very pleased & satisfied with customer service going over the various plans/coverages I could choose for our needs. I Have dealt with Square Mouth a couple times before & found it seamless getting travel insurance coverage through them. They are very helpful & knowledgeable.
It had what I would need if needed.
Claim process slow. It took 8 weeks to get a response from initial claim and then appeal.
Customer service inadequate. I was placed on hold for 15 minutes waiting for someone to answer my question and then disconnected. Customer service could not provide any explanation other than to repeat what was on the IMG email. To get further review a written appeal was required. Little explanation was provided with the IMG responses. Overall very unfriendly.
Unfortunately wife was hospitalized just before vacation. I am still waiting on resolution of my claim.
Please do not post this feedback - this is for your information only - I will be contacting you once I return from Iceland.
I was in a horseback riding accident in Iceland on the second day of my trip. I broke 5 ribs, punctured a lung and have a stable fracture in my L3, L4 and L5. I had to be airlifted from one hospital to another. I am still in Iceland recovering. I will be fit to fly on August 21st. IMG has been helpful in many ways and a struggle for me in others, at times getting mixed information and not able to access records. I will follow up with my details - my star rating for IMG may change.
I filed a claim in early July, sending all documentation that an agent told me to send. A few weeks later, I called to check on the status of the claim and was told that it was processing and everything was in order. The next day I received an email asking for more documentation, which I sent that day. I continued to check the status, which continued to say more documentation was needed. I called back and was told they had received the information and hadn’t updated the status. A week and a half later, I called again because the status had not changed. I also emailed IMG and Squaremouth. I received an email from IMG saying an agent was being appointed to my case and it would be a priority. I also received an email from Squaremouth about the zero-complaint policy. Three days later, I received another email from IMG that said they needed two more items of documentation. One item was something that was sent with the original claim; the other was a form to be filled out by my cancer doctor who had already written a letter, which was also sent with the original claim. I resent the first document and the form from my doctor. A week later, I filed a claim with Squaremouth and was given an interview time. The next day I received another email email from IMG saying that my claim had been recommended for settlement. When I talked to Mari from Squaremouth, she told me that that email was a good sign and the claim should be settled within the week. Six days later, I received an email from Mari saying that the claim had been settled. The next day (9/9/25) it appeared in our bank account. I have yet to receive any notification from IMG.
I feel this could’ve dragged on for longer-stall, stall, stall-if IMG had not intervened. It seems as if I had to harass them to get anything done, which a customer should not have to do.
Dealing with IMG has been horrible. I was unable to take my dream vacation due to an injury and IMG has been extremely slow to respond to my claim. It took a month for them to respond and they continue to ask for information I already provided and make it difficult for my doctor to respond. I have been unable to talk to anyone from IMG. Its clear they are doing everything possible to delay my claim. Unfortunately this also reflects on Squaremouth and I would appreciate any help you can provide.
All good
I suffered a heart AFIB event that could not be controlled with medicine and was admitted to the hospital Emergency Room. I was treated and referred to my Cardiologist for follow-up. I had another event and the Doctor was able to mitigate it with medicine but issued a letter restricting my ability to travel. I contacted both Travel with Alan and IMG a week before the trip to share my condition. The agent at Travel with Alan said the Travel Insurance people are difficult and wished me luck. I then contacted the phone number on the policy at IMG. Initially, I was advised by their agent to send a completed claim package to Michigan Post Office Box. I forwarded their form and a total of 18 pages including Hospital release and Doctors written statement regarding my inability to travel. The Post Office advised me that the Post Office box was closed without a forwarding address. I then contacted IMG again and was given an e-mail address to forward the document as an attachment PDF file. I forwarded the file and checked back four days later. I was advised they received the email but the PDF file was lost at their end. I contacted them again and was given a web site and subsequently created an account. I downloaded the documents to the web-site as per their instructions. Subsequently, I received Travel with Alan information regarding the no refund policy and signed on to their website under the same user account and password to amend the claim. The Web site advised that there was not a claim to amend and none had been recorded. I re-entered the information and resubmitted the claim for the fourth time. I am waiting their response that is in fact overdue. I fear that you are propagating a service that has questionable benefits. Gail is my wife and travel partner and was also cancelled from the trip.
Gene Knight
You make it easy to get information about the coverage. Calling and talking to an agent answered questions quickly and explained clearly.