IMG Travel Insurance Reviews

We faced the following issues:
- The assistance line told us we can go to the nearest hospital if we are abroad. We went to a big hospital in Alany Turkey.
- The hospital was not sure how to do direct billing with IMG and requested what IMG would open the case first and send some documentary. IMG has refused that but we have the visa letter and the insurance card and IMG has offered to write an e-mail to the hospital, but the hospital was not clear with this and in the end they told us they cannot do direct billing with IMG, that we must pay upfront, about 800 USD for that case.
- On the IMG client web site, you have the hospital lookup tool, which is described as “it will show hospitals with direct billing”. Id does show 4 hospitals for Alanya, including the one we went to. This is however, highly misleading, because the hospitals with actual direct billing are shown with a. star. There are no such star hospitals in Alany and if you do not know this iconographic, you’d be mislead.
- When we called the IMG service, it was always someone in Illinoi, saying things like: “they don’t have direct billing? That’s probably because you are abroad”. Of course, we are abroad, this is a travel insurance. And they were unable to direct us to a hospital that has the direct billing.
- Filing the claims with all the details and reports is very tedious, it took more than 2 hours. I had to fill two claims for the two children.
- I was informed that the processing times for the claims are 30-45 days, which is way too long. They are not processed yet.
- Finally, I want to say, that if it is an emergency, and we are required to pay upfront the treatment in any hospital in a relatively large city, it is not a kind of ensurance that guarantees us safety — what if the amounts would be higher that we would have available?

I am writing on behalf of my family,
Oleksandr Shekhovtsov

Policy purchase was simple. Customer service quickly answered the only question I asked.

IMG handled the claim fully - although slowly (took 6 weeks). Asked for extra info twice several weeks apart (could have just asked once and gotten everything). But phone calls were answered and the full claim was resolved without pushback/struggle. So overall, a quite good experience.

We had to cancel our trip due to an injury. IMG paid the full amount of our claim. While automated system can be a bit lengthy, when we got to a person, they were very helpful. We would definitely choose IMG again.

Submitted the claim for one traveler on the policy. The trip was cancelled due to traveler’s severe sickness including hospitalization. All required documents have been submitted via online application. After more than a month, the clam is still not processed. At least 4 times I attempted to contact via email or messaging service available through online application. No response at all. Call main claim desk. A representative said that the claim is pre-processed, no additional documents are needed and should have been approved for payment already. But, for some mysterious reason it was not. She escalated the case and assured me that I should receive a confirmation about status update/processing within a day or two. Unfortunately, nothing happened yet. No status updates no issued payments. No explanations either.

Submitted the claim for one traveler on the policy. The trip was cancelled due to traveler’s severe sickness including hospitalization. All required documents have been submitted via online application. After more than a month, the clam is still not processed. At least 4 times I attempted to contact via email or messaging service available through online application. No response at all. Call main claim desk. A representative said that the claim is pre-processed, no additional documents are needed and should have been approved for payment already. But, for some mysterious reason it was not. She escalated the case and assured me that I should receive a confirmation about status update/processing within a day or two. Unfortunately, nothing happened yet. No status updates no issued payments. No explanations either.

My wife suffered a hip dislocation while on a night safari in remote northern Botswana. We had trouble contacting anyone overnight using a satellite phone. The 24/7 phone number IMG gave us was not really an emergency number. Gemini AI did find a true emergency phone number, but Sat phone connection kept dropping. We had good internet, so we got IMG to communicate with us via email and WhatsApp, and then they were VERY helpful! We eventually arranged EMS helicopter evacuation and two days later my wife rejoined me and we finished the self-drive safari. We are in process of completing insurance claims now.

I selected IMG because the coverage was more than five times that offered by the cruise line, and the cruise line insurance was just for the cruise ship. This insurance covered cruise, airfare, and travel to and from the ship. Two other couples were traveling with me and we all agreed on the same insurance coverage. I will definitely use this insurance company again.

Nice to know when you travel you have coverage. Hope I will not need it.

Other than purchasing the insurance, I have spoken with a customer service rep over the phone regarding the claim I planned to file. She did get some assistance from a colleague to help me file my claim. I did have to file it on my own though, so I don't know if I did it correctly.

The reason I didn't give 5 stars is because when I called to ask how to properly file my claim based on the scenario I had (the airline canceled my flight less than 15 hours before it was supposed to leave and they didn't tell me - I had to call them when the tour company I booed for a bus tour notified me that they didn't see the flight data anymore and thought it may have been canceled) the IMG woman on the phone wasn't sure how to tell me to file that claim. As I mentioned earlier, she did ask for assistance and provided me that data, but I am not 100% sure that it was filed correctly. I am still awaiting feedback from IMG since my file is showing "received".