Reviews, Sales, and Service Ratings for
IMG

The IMG website for submitting a claim was not working properly. I contacted their customer service and they confirmed that the problem was on their end. As a result, I had to file my claim via email, which was much less convenient. Not happy about that.

My travel companion fell on ice and broke her right wrist and she is right handed. She was so handicapped with this and unable to travel. I did not want to travel by myself to Costa Rica. We both filled a claim weeks ago. I have called and contacted them several times with no results. The unfortunate part also is I have a policy with them for another trip. Terrible, terrible company. Please help us receive our refund asap. Can I cancel the other policy with them for the other trip with full refund. This is so frustrating and not good for our health. Thank you.

My experience with IMG is horrible regarding the filing of claims . I would not recommend that Squaremouth represent them anymore . I filed a claim in Feb. 2025 . They sent me the same forms at least 8 times to fill , forms which I indeed completed immediately and returned to 8 different “ claims coordinators “ . I had even complained to a manager about this but to no avail . After the complaint IMG sent me even more claim forms which I again filled out faithfully .

The California Insurance Code prohibits the repeated request for the same information from the Insured in order to delay the Settlement of a Claim . IMG is clearly dealing with me in Bad Faith .

AK .

I have submitted the claim on 2/17. IGM has been asking for the same documents over and over again even though I already submitted it through their portal. So far a bit frustrating.

They answered all my questions, clarifying the claims process and what contingencies to consider.

I think we are talking about a claim I submitted in August of 2024. It is in appeal for over three months and IMG is playing games by telling me they are busy. I think they are looking for any way not to cover the claim fully.

We put in a claim as we had to cancel due to an unexpected admission to a 30 day Alcohol facility. We were denied because they said it was not initiated by a Physician / Doctor. We did provide documentation from the facility. A $2800 hit as the hotel will not refund.

This is the last time I'll use SquareMouth. On each occasion I've had a claim or potential claim, the SM rep acted more like the insurance company offering reasons why I either did not have a claim or should not file a claim. At no point did I feel the SM reps were on my side or even empathizing with my situation. In some instances, they didn't listen carefully to what happened.
In summary, there has been no value add whatsoever.

I filed a claim and some of my documents did not go through. Noone told me about it. When I called the customer service person was rude and hung up on me.

I have used Squaremouth Ins services on previous trips and will continue to do so in future trips. The website is very easy to navigate - from comparing different insurance companies, to payment instructions etc.
I had the error of inputting the incorrect Return date from my trip so I had to call your Head office to make the correction. The Customer Service Rep I talked to was very helpful and made the correction, effective immediately.
Thank you for your assistance.