IMG Travel Insurance Reviews

My scarf was apparentlyj stolen from one of the bins that passed through security check in x-ray at Heathrow airport on Monday November 3, 2025 at about 2:15 PM, enroute to the Gate 52 (past a final passport check) for Delta flight #4 to JFK. It was a very disctinctive multi-color wool blend with a label that said "Barbieri"). The items were loaded and passed through security, I went through quickly through the machine and went to retieve the bins while my husband waited for a pat down due to his medical needs, My bins had been quickly trabsferred to a parallel metal table and the contents appeared to be rearranged. Because I had so many layers to put back on, and because of the chaotic pace of that area, I did not notice the absence of this scarf until I was past passport control. I seardhed my luggage on return and contacted the car service as well as the relatives I had stayed with. I called Squaremouth to see about fililng a claim for this expensive scarf. I was told I had to provide the original receipt and file a report with Heathrow Police (not easy to to amid airport chaos, assuming I knew where it was and was not rushing to find the gate at this huge airport, plus was sure that it had been stolen.). The shop in Venice where I bought it has changed its inventory(and web site) and no longer sells scarves and I had paid cash for it a few years ago, so this was impossible. I did file a claim with Delta Airlines, which consisted of multiple choices and a claim number for a lost item (which I can provide).I also filed a claim at the Heathrow lost and found but was only able to get a list of found items (under "scarves", nothing personal. I can provide a receipt for a similar scarf that I ordered through the mail (an international sale) and a photo from the old company site that has a picture of a scarf. I can probably provide a photo of me wearing this scarf. The rep I spoke to was rigid about his answer that I had not met the requirements of a claim. I doubt that most people save receipts for every item of clothing that they own other than valuable jewelry., making any provision for lost clothing useless, I will keep tjis in mind when considering travel insurance in the future,

IMG Customer Service was very helpful efficiently sending a copy of my documents to my email when I was unable to access the documents through my login.

While buying through SquareMouth went well, when I had to increase the insured value on my IMG policy, I had a lot of difficulty getting this done through IMG.

When I called their help line, I was instructed to send an e-mail, but I received no response.

I contacted SquareMouth to intervene, and I don't know if it actually helped or not. Eventually, it took about 2 weeks for IMG to get in touch with me again by e-mail.

I encountered a similar delay on the part of IMG, months later when I had additional travel expenses to add to my policy.

I doubt that I would insure with IMG again.

(My rating includes 5 stars for IMG experience during my trip, but I had no need to contact IMG during the trip.)

I am in the processs of filing my claim due to delays in Barcelona and also Amsterdam trying to get home.

Glad I didn’t have to use it!

Claim process:
The customer service reps (plural) are very poorly trained. The claims process was arduous - completely unnecessarily - because I was told different things were required. They said a letter from the doctor was okay, then they sent me a packet that said a specific form was mandatory. It turns out, the packet of forms wasn't needed at all because it was all online. I spent HOURS filling out form after form for almost 20 pages, total. All because the customer service reps (plural) gave me wrong information - every single time I called it was something different, and something wrong.
I will not buy IMG insurance again.

The claims process is still ongoing after 8 weeks elapsed time since initially filing a claim. but to date my rating of the claims process is VERY POOR!! The customer service post claim in poor with limited information available, the claim dashboard is not updated real time and the time it takes at each stage does not match what their email communication form states. In addition, they delay the process by requesting data that was initially provided during the initial claim, all of which appears to be a delay tactic as your claim then goes to the back of the line. In addition, they claim you need to provide specific item yet the instruction for filing the claim state you can provide item A OR item B.

I'm hoping for a positive outcome still, but hesitant how long it will take. They need to improve their process and the tools the employ as they are behind what technology has to offer.

Had to cancel trip due to needing unexpected surgery. Cruise line issued partial credit immediately. Filed with IMG the next day, that was the beginning of August, and still no refund. I had no issue with the information they wanted, although the consent requests became annoying as I had to keep going back to the surgeon for more and more information. The biggest issue is the amount of time from sending in the information until someone looks at it and decides they want more. The lag can be up to 2-weeks. Not happy at all.

I contacted IMG when my trip was extended. The agent worked with me to extend my dates without additional cost. They answered all my questions and I felt confident that I was properly covered and knew what to do if I experienced an issue while on vacation. Excellent.

Mari from square mouth was wonderful in expediting this claim. IMG kept stalling, and it became very frustrating and the minute.Mari got involved things got resolved. She is the best!