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.
IMG time constraints to file a claim are too tight. The claim period started at the beginning of our two week trip. So we did not have the ability to collect the documentation until after the completion of the trip. So we were hitting the deadline to file right after returning from the trip. That created some stress on us to meet their deadline. Additionally, we feel the documentation provided was sufficient to honor the claim. However, they demand a carrier letter detailing the delay and cause of the delay. That required being on the phone with United Airlines for hours multiple times to obtain the letter. That seemed too much of a burden on us.
They were glad to receive our premium payment but difficult to honor the claim.
Review Updated: 04/20/2024
On 3/20/2024, I submitted a claim. Today is 4/20/2024, a month later and still no activity on this claim. I have submitted all required documentation in a timely fashion. I have not received an follow-up communication from IMG since their initial generic email 3/21 acknowledging the filing of the claim.
On 4/8/2024, I scheduled a Zero Complaint Interview with Squaremouth representative Mari McIver. She stated she understood the issue and would follow-up with IMG claims Management Team on my behalf. She asked for a full set of documentation already sent to IMG which I did. The information was emailed to Mari McIver and zccase@squaremouth.com.
She indicated I would be contacted to confirm the information was received. Her response:
We have received your documentation and added it to your Zero Complaint case.
We have escalated your request to the provider and provided them with your feedback regarding your customer experience. Once we have received a response, we will follow-up with you by email. THIS NEVER HAPPENED.
At the end of that email, the following:
Please reply to this email if you have any questions, we are happy to help.
On 4/19/2024, I followed up with the following email:
Good morning Mari,
Per your note 10 days ago, I never received an update from you showing IMG responded to your inquiry.
Please provide an update today.
I am very disappointed and dissatisfied with Squaremouth and IMG. This is a simple claim that can be processed in about 2 minutes.
I should end by saying that this claim was paid and I am happy with the result. We filed the claim in January and it is now the middle of April and it was just paid. I guess that is not such a long time considering that it was paid in full. My only complaint is that they asked me for the same documentation 3 different times, which is aggravating. When I would call or email to inq
The agent was knowledgeable and understanding.
I tried to extend my policy by 2 days to cover a later return but was told I could not because it was already the first day although we hadn't departed yet.
I was grateful to get coverage
On March 6, I called to tell them that my husband was in the hospital but I've never heard back from them.
Filed my claim today for flights, food & lodging. I had a great cover letter all prepared but forgot to attach it. Now, when I go to my claims on their website, I can't find my claim to add the cover letter. Very frustrating.
I sent a message to them so we'll see what happens.
Called and was directed to their website. Haven’t filed the claim, but would have liked to converse with someone regarding questions other than just being directed to the website
Easy to work with.
The definition of what constitute an illness is not specifically delineated in the coverage documentation. Any type of mental illness is also not recognized or stated for non coverage in the documentation provided by IMG. Almost a medieval view of what constitutes an illness . I would not use IMG again.
When I purchased the policy, I immediately realized I had made a mistake. I called IMG and was surprised to get an agent right away. She was extremely helpful and I was able to make the modification with her on the phone.