IMG Travel Insurance Reviews

When calling in to ask a question (the claim form wasn’t able to deal with departures to/from New Zealand due to crossing the international dateline) the customer service person was quick to answer, friendly, and very helpful. Her name was Ebony and she was on the night shift.

Very easy to contact them and change dates when my flights changed, no extra charge.

Very personal service. So appreciated being able to speak with a real person when purchasing my travel insurance.

My covered spouse had a medical emergency during an overseas trip and was hospitalized. I called the 24-hour emergency number and was told my policy was a “pay and claim” policy and I would need to call the customer service number during normal business hours,” which is 8 hrs or different from the time zone in Italy. I subsequently called the claims customer service number during their business hours got a recorded message telling me the call volume was high because of events in the Middle East and to go online and file a claim. I would have liked to report the loss and received a claim reference number. I was/am very disappointed.

My trip canceled by my tour company due to Terror Attacks from Hezbollah to the area is Israel we were scheduled to visit. Terror attack are covered by my policy, and I submitted news articles, cancellation required paperwork, but my claim was denied.

I will not be using this company for travel insurance in the future.

We didn’t file a claim that’s always a good vacation.

Chose this policy based on price and the fact that the full cost of the trip need not be covered to maintain the pre-existing condition waiver. Pre-trip discussions with customer service very helpful in terms of deciding whether to increase coverage due to additional expenses incurred.

Purchased this policy because it did not require full-trip coverage to maintain pre-existing coverage waiver. Agents helpful in discussing possible increase of coverage after initial purchase. Medical issue during trip resolved promptly by a Teledoc phone call and visit to an ER, which went smoothly enough. IMG promptly reimbursed me for medications and taxi fare; the foreign hospital has not yet billed for the ER visit and might not.

Buying the policy was easy.
Our experience filing the cancellation claim has been awful. We tried to file the claim online, but the IMG website was not working. It would not let us input the medical documentation. We spoke to an IMG representative, and she had us fill it out send it in through their email. It was properly filled out and submitted on April 24. We have all the uploads. From there, it has been a comedy of errors. However, we are not laughing.
First someone sent it to the UK office, which eventually contacted us to refile with the US office. We contacted the US office, and they said they had received the information from the UK office too, and that they would process our claim again.
Then we received an email saying the claim was incomplete, and it showed our claim was missing all the forms we had sent in on April 24! We called the main US office and told them we had sent in all the documents. They looked and said yes, in fact, we had correctly sent them in by email on April 24. Every time we check the status online, it says it cannot be completed because information is missing. When we call them and ask what is missing, they say nothing is missing, we just have to give them time to process it.

I did have a medical problem during my trip. A spider bit me and my lower right leg was swollen, inflamed, and bleeding in places. I called IMG and reached voice mail; it may have been before business hours (why no 24 hour service?). I left my name and policy number; due to distress I forgot to leave my phone number which they have on file. I never received a call back. I will never buy IMG again.