IMG Travel Insurance Reviews

My wife had major surgery so had to cancel my trip. People were kind so I was able to recover all of the deposits and minimized the claim to the airfare which was less than $900. I called and chatted with air carrier and they gave me a credit which I won’t use within a year so it’s a loss. The insurance company said this needed to be voided. The carrier said they cannot take it off my account and I shared the carrier comments (screen shots) with the insurance company. They denied my claim based on the credits as a form of payment. I am very disappointed since I did my best to minimize their exposure, tried to void the credits, plus it was a very legitimate claim. I worked in insurance for 45 years and sometimes reasonable judgement needs to be applied. I am considering filing a complaint with the insurance commission.
It’s not about the claim anymore. It’s about what insurance is supposed to be there for, and trusting it will be there when you need it, and knowing it’s not just a process.

My airline allowed me to change my flights due to a weather forecast. I called to get the new dates added. The agent was very nice and sent an email to his supervisors requesting this update (he copied me) but I never heard from the supervisors. Fortunately, I didn't have a problem.

IMG has been terrible to deal with. My flight was cancelled by the common carrier yet IMG claims I don’t have a valid claim. I filed a claim and was denied. I filed an appeal and was denied. I have filed another appeal. I have not heard back from IMG. I have a valid claim. I am totally baffled by IMG response: this is a perfect example of why we buy travel insurance. I feel like IMG is looking for a reason NOT to pay but their reason for denial contradicts their own policy! I am very frustrated. I would not recommend IMG to anyone.

Good to know I had insurance for my trip but I did think it was too expensive.

The process of filing the claim online is not entirely clear. The application has ambiguous questions and bug with entering certain dates. It took about three weeks to process. Otherwise the claim has been approved to mutual satisfaction.

I was told that I will hear back on March 7. I put in the claim prior to the cruise. We were supposed to take due to my husband‘s sickness. They were waiting for one piece of information and that was obviously the hold up. I must’ve sent it to the wrong address somehow.

I was the point person dealing with IMG personnel for ten days resulting from my husband diagnosis of pneumonia while in Africa. I was very surprised and upset - as was later expressed by the excellent and very experienced physician in Botswana who cared for him - that at no point did a physician to physician contact take place to assess his condition or progress. I was always the go-between providing information to the IMG medical people.

On the only occasion when I called IMG and then put his physician on the phone, the nursing officer with whom I had been dealing essentially hung up on her, saying the connection was bad and that she had to hang up to deal with another situation. It was extremely rude. I have filed a claim but found the amount of paperwork I needed to submit very cumbersome.

Had an accident during the trip.
First invoice came from ambulance. Provider sent the claim to IMG. IMG paid only 20% of the invoice claiming that they paid only negotiated network prices. Provider claims that they do not participate in the network (UHC) and does not acknowledge the negotiated prices. Provider sent me a bill for the remaining of the invoice. Contacted IMG customer service several times. IMG customer service does not want to contact the provider to settle the dispute. They are asking me to contact the provider, to ask them to contact IMG. Now I am on the hook for 80% of the original invoice.

IMG customer service did not answer any of my e-mails for the past 3 months.

I have 2 other invoices from 2 other providers (physician and radiology). I filed physician claim directly with IMG. Customer service asked me to contact the provider because the invoice was not in proper format. They would not contact the provider directly.

In the end I contacted the providers for the last 2 invoices and gave them insurance information. So far no claim shows up in IMG website but no other invoices came.

IMG does not do anything to help their customers, they expect the customer to do all work for them.

I trust IMG 100%

I appreciated my positive experience with IMG because I was looking for a policy that would cover my pet if he became ill. This was the best product I found in that regard (even though expensive). Luckily for me (and for IMG!), my pet did not get sick, nor did I have other travel-related problems (thank goodness). I will likely investigate IMG's products next time I travel.