IMG Travel Insurance Reviews

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".

I had called IMG after returning from my trip. I spoke to a representative who told me "I didn't have
Cancellation insurance". This really upset me and I had to tell her a few times that I that I did. (I had a question that I wanted to clarify but did bit have the time to call prior to leaving for my trip.)
She was not knowledgeable at all and so had asked for a call back from a supervisor, which I never received.
I was not very impressed with
IMG! Not the customer service I expected!!!!!

Our return date was later and it was easy to change that without paying extra.

Customer service was excellent, all my questions were answered.

IMG has good prices and they responded with information from a past claim that was pending. The claim was resolved so I purchased IMG for our trip to Puerto Vallarta and Eastern Eaurope in August.