IMG Travel Insurance Reviews

Deeply flawed claims tracking and highly frustrating support.
The claims processing and frontline customer support at International Medical Group (IMG) are incredibly disorganized and inefficient.

Discouraging Call Routing: The phone system uses blatant call deflection tactics. For months, their automated greeting has claimed they are "extremely busy" and actively urges callers to hang up and call back in a few days. It feels entirely designed to discourage you from staying on the line to reach a live human.

Untrained Frontline Agents: Once you do bypass the automated recording and connect with a person, the representatives display a clear lack of basic product knowledge regarding the exact policies they are supposed to be servicing.

Severe Administrative Delays: The claims department operates at an unacceptable pace. After waiting nearly 15 business days without receiving a single status update, I was forced to take the initiative and email them directly.

Complete Internal Disconnect: The tracking infrastructure is heavily flawed. An IMG agent replied to my status email stating they had absolutely no record of my claim. This happened despite the fact that I gave them a valid claim number and could actively see the active claim status published live on IMG’s own member portal.

Deflective Communication: When I called out this system contradiction, the agent offered zero apologies or explanations for the error. They simply shifted their story, admitted they actually had the claim, and stated it would take 15 to 20 business days to process.

It makes no operational sense for a company to display a live claim to a customer online while their internal customer service representatives remain completely blind to it. Dealing with automated hurdles, untrained staff, and a complete lack of administrative accountability makes tracking a claim with IMG an incredibly stressful experience.

I submitted the claim and over a short period of time uploaded all supporting documentation. Then, when they first responded, it was as if they hadn't reviewed the uploaded supporting documentation fully. They asked for things I already had submitted.

I also appealed their claims payment amount, and they denied all that I appealed. One thing in particular is that they subtracted the same price per ticket for us for our cancelled flight (that, is because they knew Southwest would refund that to us). But I explained to them that while my husband paid a fare, I had companion pass with Southwest and did not pay a fare , only minor fees. Nevertheless, they insisted on withholding the same amount (close to $350) from the claim payment as they did for my husband's ticket, even though I did not pay what he paid for his ticket. Although they paid a portion of our claimed amount, I would not use IMG in the future.

Had to cancel the trip due to an illness and the claim was processed very quickly and completely. I would give them 6 stars if I could.

I found it frustrating that I could not contact anyone over the weekend. Our son was very sick and we had to cancel our trip and decided to do this on a Saturday. I could not reach anyone until Monday morning.

We filed a rather substantial claim and it took them longer than they said it would to get through the process. However, after I called, they moved very quickly.

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.