IMG Travel Insurance Reviews

I had a serious injury during my trip requiring a trip to the emergency room for X-rays. I called IMG and I was trying to decide if I should continue my trip or go home. And I found out from talking to IMG that I would have to get a raft of paperwork filled out by the emergency room doctor in order to get any kind of reimbursement for any changed travel plans. Also the IMG people who handled hotel changes were not available on the weekend. I went to the emergency room by ambulance, but that small population area has no taxis and no ubers and IMG did not help me get back to a hotel, when I had to leave the emergency room after midnight. I could not get to my reserved hotel because no ferry was running at that time. IMG did not try to help me get a hotel room for the one night. I received absolutely no help from IMG.

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Our flight was canceled due to mechanical issues which caused us to miss our cruise. We provided iMG with a letter from Iceland Air stating the flight was canceled due to technical reasons. In airline language technical means mechanical but iMG refused to accept that and denied our claim. I now have asked Iceland Air for a more specific letter which I am not sure they will provide. We are quite distressed over IMG’s refusal and we most certainly will never use them again and we will certainly tell others not to use them. We are retired airline employees and we certainly know about aircraft maintenance issues. This has been a horrible experience-not only a ruined vacation but a large monetary loss which we thought was covered by insurance only to be denied coverage.

Our original trip was cancelled by the tour company. We then scheduled another trip for early next year and with help from IMG customer assistance we were able to re-do the insurance for the new trip. There was a significant difference in premium cost and IMG refunded that difference almost immediately.

I had a tick bite, and the process of finding both online doctors--and then a doctor in person--was easy through IMG. Then, in filing a claim, everything was clearly laid out, and completed without difficulty.

Options were easy to navigate on the website and select from a variety of carriers at different service / price points. We wanted a "cancel for any reason" policy as we have horses. Sometimes things go from ok to vet office shows up in Sprinter van late night. Or fire happens and we have to evacuate. Fortunately, all went well and we had a great trip.

Best price I could find for the level of protection we wanted. Easy online sign up.

When we travel, we rely on IMG through SquareMouth for our insurance. It's an easy process to review options and determine the best choice for us. WE will continue to travel, therefore, we will continue to rely on IMG and SquareMouth Travel Insurance.

Submitted my claim on August 19th, still processing and waiting for my refund

I have not been happy so far at all. I filed my claim on July 31st and sent in all of the information IMG asked for. A few days later, they emailed me and said I was missing some information and then asked for the same information I had already sent. I resent it all on August 15th and have not heard anything else from them except that they received my second submission. They said it would take approximately 8 days to hear back from them, and it's been two weeks. I feel like they are drawing the process out by asking for redundant information and not keeping me informed about my claim.
On the first claim submission, they said that we could send either a letter from my husband's doctor stating what his diagnosis was with codes and if the doctor recommended that he not travel, or the doctor could fill out a form which basically had all of the same information on it. The doctor gave us a letter with all that they had asked for and we sent it in with the first submission of the claim. IMG came back and asked for the other form to be filled out and sent in. We had been given the choice of either the letter or the form and the doctor chose the letter.
I am not going to take up my doctor's time filling out the same info he already wrote about in a letter. It seems like they are just putting us off by asking for the same information over again. I have read reviews that say they are known for this. If I had been aware of their less than honest practices, I would have gone with a different company.
I have used IMG several times for travel, and I have never had to make a claim until now. If this is the way they treat their customers, I certainly won't be using them again, and you should be careful about which companies you suggest to people.