Reviews, Sales, and Service Ratings for
IMG

I actually did not take the trip as it was canceled by the cruise company. I thought I got the coverage transferred to another cruise this August. Now I’m not sure if that was actually completed on you end.

A little difficult to manage claim online but was resolved in about 2 months.

The insurance website was not working to file a small claim for an emergency on a cruise ship so I had to call the company and was emailed a form. I filled out and sent all documentation. Ten days later they notified me the paperwork was not complete. They wanted me to go back to the "attending physician" to have him fill out paperwork!!! This was the ship doctor on a Holland American ship. They had the medical center report and the bill and my final statement showing we had paid the bill. This insurance company is requiring impossible and nonsensical paperwork. How am I to contact a doctor that works on the cruise ship after the cruise? Even if I could, the doctor would only send the record I already gave the insurance company. Fortunately, it was only an allergic reaction and not a TIA but I believe this insurance company would only cause huge headaches for anyone having a sizable claim. Mine was only for one emergency visit and condition was rectified by the medical clinic I have always bought but never had to use insurance for over 30 years of travel but in the future wonder if it's a waste of money. I will be extremely careful who I use and see if any reviews have actually had claims paid. This was a new company for me, and I absolutely do not recommend it.

There was some confusion initially when I bought the online policy. It was quickly Corrected with a phone call and a very patient and understanding Agent.

Did not go on trip due to mother suffering massive stroke. I will be submitting claim for unreimbursed trip costs.

I had to cancel my trip due to the fact my mom was 86 y/o mom had to go to ER and was hospitalized with serious heart and lung condition a few days before my trip departure. I am her only child and my father is deceased. My mom does not drive and is handicapped so I am the primary person to help her. I spoke with IMG reps several times to inquire about how to file my claim since I had to cancel my trip due to my mom's health crisis. Initial conversations were acceptable. They suggested I use the online portal to file my claim which I did. Once claim filed they were suppose to get back to be in 10 business days. After the 11th business day I had to call in to inquire about my claim. The next day there was an email response and an update to my claim in the portal that asked me to provide additional information. Once that additional information was uploaded I would need to wait another 8-12 days to get an update on my claim. I also want to mention their portal was experiencing IT technical issues when I went to upload my additional documentation so I called claims dept they recommended I email their claims dept with an attachment to get in their queue since their website portal seemed to be down. I sent an email but never heard back that email was received and/or acknowledged. The next day I went into online portal and it was working so I went ahead and uploaded my additional information and within a few hours I received an email acknowledgement that my additional information was received and an adjuster would be further reviewing my claim.

Easy process.

One area that is still not clear is cancellation prior to departure. What if you just change your mind?

Weve purchased the policy before and will do so in the future.

Since my claim is only in the beginning phase, I do not have any comments at this time.

Setting up the policy was easy. I did have a visit to an emergency clinic in Jakarta during my almost three months away following a small accident. But the costs were under my deductible of $200USD and not too high, so I paid them. But it felt good knowing I had coverage, had it been more serious.