IMG Travel Insurance Reviews

I became ill in London and called the IMG Assistance number because I had no idea what I needed to do or if there was any assistance that they would provide at that time. The Customer Service person, Brea/Bria, who answered the phone was the rudest person I've ever encountered in a customer service role. If the call was "recorded for quality assurance," I suggest someone listen to the call at 4:45 ppm London time on May 29th.
She kept asking "what do you want?" "Why are you calling us?" I told her I was ill on a trip in London and I have an insurance policy with you and I'm calling for assistance. She says snidely "That's not a question." I asked if there was a medical professional who I could speak with and she seemed astonished that I should ask such a question. It was bizarre and became an argument. After a while, she was exasperated (as was I) and rattled off "go to urgent care or telehealth or the emergency room."
I was naive in thinking that there was assistance at the assistance number, I suppose. But the rep was sarcastic and unprofessional - I was shocked. She could have just explained what the assistance would normally consist of and that I would be on my own and be able to file a claim after the fact. But instead she was immediately argumentative and disdainful. Weird. A very bad experience.

So far I have had fabulous experience with this company. I was in an accident during spring trip of 2023 and ended up needing a hip replacement. Was done in Ghent Belgium. My interaction with IMG was outstanding and their processing my claim was seamless and painless. I have recommended IMG multiple times to friends and colleagues. But, no one believes the dealing with an insurance company could be positive.

All went well. Will be using your company for future travel. Have used before as well.

I did file a claim and after my initial submission of paperwork, more is requested. Compiling those items now. A bit frustrating that I was told all inquiries or questions are handled over e-mail and not a person on the phone. My opinion of your company is still pending as I will see how my claim is addressed. Greg K

The IMG claims process was horrible. It took exactly 4 months for them to pay after I submitted the claim. They took forever to review the documentation I provided, then I would receive an email that said to check the website. The website said they needed more information but didn't say what they wanted, so I had to call them. The phone reps were nice enough but repeatedly demanded much more (and repeated) information than they needed and took forever to evaluate each batch of additional information as I provided it. Updates were cryptic. Once you upload documentation to their website, there's no way to see what you uploaded. The claim was finally paid after it was "rushed" (or some wording like that) after it had been weeks since it had been "escalated". We will never use the carrier again and strongly recommend against anyone else using them.

We have used square mouth to buy travel insurance for years. We have never filed a claim before. Unfortunately,
Just prior to our trip departure I had a medical emergency. My doctor said it was not safe for me to travel.
We have filed documents with IMG twice and hoping they will resolve our claim.

We will give you feedback when the claim is completed.
Patricia Hade TCCH085261685

I had fail on the sidewalk in Dublin Ireland due to the uneven pavement. I called your 24\7 International support team in order to notify and find out your procedures before going to an emergency room. The incident happened on Saturday 5/3/25 around 8:30 pm All doctor‘s clinics were closed on week end. I was recommended to go the nearest emergency room. However, we had to fly early flight to Edinburgh on the next morning. I couldn't get in touch with your International support team on that evening.
Upon arrival to Edinburg, Scotland. I called the International support team again. This time, I had someone to talk to me. However, that person did not help or provided any info of your claims process. With the un-professional attitude, he just told me to see any doctor and hung up. I was very disappointed to hear what he said to me.
I went to the only one Emergency Health center that open during the long holidays. The doctor ordered a Xray , examined my anger and leg. She provided medication, and a pair of cane to support walking.
I was able to walk in 4-5 days with uncomforted pain below the right knee cap.
I returned to US and still have to see the anger & knee specialist due to the pain under the knee cap. Please advise how can I file a claims for my expenses from this accidence.

Sincerely yours,

Kris P.

This trip had no issues. Flights left as scheduled. Baggage was in decent shape when we claimed them. However, we had the peace of mind that we had coverage for any medical issues or other problems.

The broker only listed half of the trip which left me somewhat vulnerable. I asked before I left and was told it was to late. So what was the point. There was a huge gap in there. Which made no sense

Our experience with IMG was positive and we saved significant money by buying travel insurance from IMG instead of from the cruise line.