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.
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IMG was extremely slow in processing our cancelation claim. They ultimately did pay but it took from Nov 5th to January 26 to process.
I wasn’t sure which policy would meet my needs and the representative from Squaremouth was very helpful
The claim was easy to submit via the online portal including uploading of supporting documentation. The claim was for a qualifying medication refill and associated medical office visit to obtain an acceptable country prescription while we were traveling internationally. The claim was processed within 3 weeks of submitted to our satisfaction. The portal application was a little glitchy at first try- closed down and tried the next day and it worked perfectly.
My trip can elation claim due to illness was fairly and timely resolved.
After purchasing trip insurance for years, this is the first time I have had to submit a claim. Our flight was cancelled due to engine issues. This caused us to miss our cruise, excursions, hotel stay, etc. I filed a claim the same day and submitted dozens of documents with the intent of being redundant in case they asked for more proof. I felt that I provided more than sufficient evidence of cancellation but I was asked to submit additional documents that I did not receive from the cruise line, airline or excursion company. I am in the process of trying to verify what these documents are and then obtain them so that I can be paid for my claim. I feel like I'm going to have to jump through hoops before this is resolved. Hopefully that isn't the case.
Review Updated: 02/20/2026
I was fully reimbursed for my trip, which was a relief. The claim process was a little hectic trying to determine which documents to submit, but when additional items were needed they were titled in such a way that I was able to easily understand what was required in addition to what I had already submitted. I did, however, think it took longer than it should have with several weeks passing with no updates.. Their web site states that the customer will be updated every 10 days. This did not happen and I ended up sending an email inquiry about payment. It was answered within 2 days and I received payment 2 weeks later. The entire process took about 6 weeks, from Jan 4th to Feb 19th.
The only complaint I have with IMG was their customer service on the day our trip was cancelled. Since our flight had been cancelled, I called IMG to ask if I would be reimbursed if I took an alternate flight that was much more expensive but would get us to our destination that day. I also stated that I needed a reply within the hour to let me know if I could book it. I was assured that I would receive a call back within that time frame. (Note: the person I spoke with was apparently just a message taker, you aren't connected to someone who can actually help you in real time.) I did not receive a phone call within the hour or at any time. Instead, I received an email one week later with a generic reply about medical treatment guidelines. I sent an email back stating that I had received a reply that had nothing to do with my request and that I had received it a week late. IMG replied with an apology for the error and instructed me to take the higher priced flight. Uh...the flight left 10 days ago. (Not the sharpest tacks in the box.)
Will I use IMG again? Maybe. Customer service before, during and after are imperative for travelers needing help when things to wrong. IMG did not deliver in this area.
We filed a claim 9OCT25. After seven phone calls we were told they had enough info and were "expediting" our claim. After three more phone calls we were told we needed a claimant statement of medical fitness to travel as of the purchase date which we provided.
The IMG "claim detail" page has been erased. They have yet to provide a decision three months later.
Review Updated: 02/18/2026
It took 3 months, 10 calls, appealing to Squaremouth and an internet 1star campaign to get a decision and check which did not include contractually mandated interest.
My husband fell on November 20th. We were unable to go. We contacted IMG right away. Sent fire department, ER report and all doctors reports. We have been going back and forth. They kept asking for more information. We sent them everything and are still waiting.
IMG made it very difficult to file and settle a claim. I had to cancel due to an ankle problem making walking very difficult. Took 3 doctor calls/visits to complete all the forms and information needed, including an attestation from a doctor that I did not have a problem when I took out the policy 9 months before the trip! Whenever I submitted one document it usually took 3-4 weeks for them to come back and ask for additional documentation. In total took 3+ months to get reimbursed from when I submitted the original claim.
It was pretty easy although some of the stuff you asked for proved impossible to provide. Fortunately, my particular claim did not require that info. It also helped that my situation was not unique to me and affected many other people.