IMG Travel Insurance Reviews

We had to change travel dates on short notice and it was very easy.

This claim was very simple and I know. I had 35 years of claim experience working for the largest property/casualty insurance company in the US. We had to cancel our cruise because my wife had to have unanticipated knee surgery less than 30 days before the cruise. We were requesting reimbursement for the cruise itself and our airline tickets. That's all. The amount of information required to pay our claim was way out of proportion to the complexity of the claim. The delaying tactics to avoid paying the claim were obvious and frustrating. This claim was a very simple one; the type of claim you give to a new employee with limited experience, but it took months until they agreed to pay it. I really thought it was going to require litigation or contact with the applicable Department of Insurance to receive payment. We are still waiting on the funds to be direct deposited into our bank account, but they have finally agreed to pay it.

The claim was for cancellation for medical reasons. It was mostly air travel as I was able to cancel the tours in time to get refunds. They did not cover some parts of the air tickets that had partly been paid by travel credits and miles from my credit card even though those credits could be applied to any tour. So in principle this was money I lost. And I showed them that the card has an annual fee, so it’s not totally free. Second was a credit that was given by Norwegian air but had to be used by Nov 2026. Since it’s a regional airline I can’t use it in that timeframe. Also there are charges. They did not cover those and rejected my appeal on policy grounds.,

Their customer service pre trip is vey good. they listen and advise accordingly

Our trip was cancelled in advance due to state department Level 4 Do Not Travel. IMG has given me the runaround on dates, which they very clearly could have seen my facts were correct if they read what I submitted. They denied, I appealed, and then they stated they couldn't read my screen shots, which were from the state department website, clearly available to them. I have resubmitted my screenshots and it's been a month, I have yet to hear back. I've called customer service several times. They are nice as can be but there has been no resolution. Very frustrating. This situation is exactly why you buy travel insurance so I don't know why they are denying my claim. It makes me question what the point of it is. If they won't pay this, what will they pay?!

I have purchased the Choice product multiple times for several different trips. It's the right combination of basic "get my money back if something happens to me, a travel companion or loved one" without having to load up with features I don't need. I really like that I can insure my basic deposit in order to have pre-ex clause waived and then increase my travel insurance when I pay more for my trip. For this trip, we did need to contact IMG about the possibility of cancelling our trip and filing a claim as our travel companion broke his back. Fortunately, he decided to go on the trip anyway and we did not need to cancel. However, it was very good peace of mind that my coverage was in place and likely would have applied to a filed claim. I will continue to use this coverage in the future

IMG processed and paid the claim within a few weeks. It was very easy to file on line. Although only a very small claim, we appreciated their efficiency.

Had a minor incident occur that created expenses that are coverable through IMG but, due to the excessive amount of data required and the lack of some required documents, have decided not to file. Claim process does not allow for cash expense reimbursements. Also, called the customer service telephone number but gave up after waiting over 60 minutes. I will not choose IMG again when shopping for travel insurance.

Working with Squaremouth is always easy. This was the first time I had to file a claim. Very happy with the process and the outcome.

On the last day of the trip, we had a delay with our flight from Kilimanjaro Airport in Tanzania to Nairobi that could have caused us to miss our Nairobi-JFK flight and spend an extra night in Tanzania. I tried to call IMG's 24-hour number to alert them to the situation and possibly seek assistance, but the recording (before I could even reach a human being) went on, and on, and on… I was probably listening to various recordings for at least 5 minutes without even being given the option to enter a phone tree.

I had to leave for the 4-hour drive to Kilimanjaro Airport, so I wasn’t able to continue to hold as I was going to lose cell service during the drive.

Luckily our local tour agent in Tanzania was able to resolve the situation without the need for further contact with IMG. But what if this had been a serious medical emergency and I really needed assistance from IMG? I’ve purchased travel insurance from IMG in the past, but this experience really makes me reconsider them as a provider.