Compare IMG Plans in Just A Few Simple Steps
IMG has nine policies on Squaremouth, including ‘cancellation-only’ and ‘medical-only’ options. They offer some of the best Travel Delay and Emergency Medical coverage available, with certain plans providing up to $2,000,000 in medical protection.
See how IMG compares to other providers on Squaremouth in customer satisfaction and service quality:
*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.
IMG customers have noted that the customer service is attentive both before and during their trips, especially when they need to modify their policies. Some customers have experienced difficulties with the online claims portal and uploading documents. However, IMG has recently improved its claims process to make it more efficient and transparent for customers.
early Janurary, I made a claim and IMG found every excuses to not process the claim.
frist it took very long time to get response ( 20 to 40 days to get one response) .
in their first response , IMG claimed my address was in US, after I explained the reason I purchased the insurance while I have already in US because the first 31days I have group insurance coverage. then after another 20 days or so, IMG asked me to provide the prove of my residency, I send all my drivers license and passport and our hotel bills gas bills even my candian Tax return, it took another 25 days(I have already back to Canada) that I have received an email to deny the claim ,the reason was I need to purchase an insurance before my trip.(back to the same circle)
IMG is very difficaut to communicate , the call center staff will not answer any questions, the only response from them was "I can escalate your request," then everything I have to communicate through online.
I have purchased travlor insurance from Square mouth for two years , only made one small claim, and it was declined after over three month difficulty communication .
it would be appreciated if you could contact me at 403-4722899 between May8th to May 17th
Review Updated: 05/07/2024
Refering to SquareMouth's email, "Four weeks ago, you reviewed IMG and told us your claim had not yet been closed."
In fact, I received the last email from IMG on April 3rd, 2024. They have declined and closed the case.
I thank SquareMouth for following up. This gives me a chance to express my feelings. My experience with IMG was painful, shocking, and disappointing.
to summarize the facts:
At first, IMG declined the claim fbecause I purchased the insurance when I was already in the USA.
I explained to IMG that I am a Candian, and I have group insurance that covered the first 31 days . IMG asked me to provide the evidence of Canadian Residency and evidence of a fuel receipt purchased for the trip or any lodgings purchased on the journey.
I sent all the evidence that they required. After a month, IMG declined the claim again for the same reason(that I had purchased the insurance after the trip ). I had already clarified this to them.
it is simple to summarize. The $350 claim was submitted at the beginning of January. Three months later, they circled back to the beginning. Through he entire process I felt like talking to the wall. Every time I dealt with a different agent and repeatedly asked the same questions.
Every resp onse took about a month. I called the 1800 number and tried to get a real person. The call center agents were always very polite and told me they would request to escalate my process. Then they advised me to write an email or use their online claim process.
I have worked in a financial institution and was dealing with clients' requests for many years. I have also made some small claims during the past years. I understand that a company may have standard procedures. However, IMG's bureaucy, inefficiency and arrogance shocked me.
I have been back in Calgary since March 29th. I have all the email correspondence on file.
thank you
Ping Chen
It is a good thing that we purchased the travel insurance. We never thought we will need it, my husband came down w pneumonia and had to be hospitalized for 3 days in South Africa. I called the customer service line and they gave me the link for the claim, the service was professional and speedy.
keep up the good work
Easy enough to purchase -
Process was clear. Reimbursement was prompt and complete.
IMG's review process is extremely long. It takes 10-12 days to even assign a claim reviewer. I am not impressed with IMG.
The claim process with IMG was awful from the beginning. I had a very ill child, and had to cancel my trip- I had very detailed documentation from medical doctors to provide.
IMG asked that I use their online portal, which I did, after which point there was no way for me to retireve or check on my claim information- it seemed to disapper. Although IMG did send an email saying it was received.
I then heard nothing for months, and every IMG customer service representative I spoke to told me different things- one said my claim was "not found at all" and that there was nothing I could do but re-submit, and then another "found it" all of a sudden. Their claims representatives are very rude and unhelpful. I asked that the claim be escalated, and only then did I hear back via email, asking that I re-submit the exact same documents that I already had- very frustrating.
I then had my claim denied, despite having a non-refundable dining event that the policy clearly covered.
I asked that SquareMouth assist me via their "Zero Complaints" process, but they simply sided with IMG, and also overlooked the non-refundable event, and all of the detailed evidence I provided.
I disputed the cliaim with IMG, and they decided the policy DID cover it, and refunded the amount.
I'm highly dissapointed with both IMG and Squaremouth. Buying a policy is of course easy and seamless, yet when it's time for them to honor it, as well as their own customer service promises, they fall short.
We had to cancel our trip due to illness and I was pleased that the claim process was so smooth. I simply uploaded documents. The communication about the claim process was a little confusing at first because it had a different name from the policy, and I almost missed the email that contained the reimbursement information. But all in all, I was so pleased that our claim was handled without issue.
always like doing business w you
I was surprised to learn that if I missed getting on the cruise my only option was a refund not getting me to the next stop to meet up with the cruise.