Reviews, Sales, and Service Ratings for
IMG

Had a question covering a last minute destination change due to the host property. Handled well by customer service.

Did submit claim for medical expenses and sent the only documentation I had - to IMGlobal early July upon return home
Claim reference # T12637 policy # TSCE084418952-1

Waiting for response

Had been on vacation in Istanbul - was seen at local ER for eye infection and filled prescription. The only document i have is the prescription from the ER that shows the hospital and the doctor info . I did not submit taxi fare to and from ER as taxi issued no receipts to me but all can be verified by tour guide who escorted me to and from ER - and who is the very person who for all tours recommends squaremouth insurance products to all clients.

Josiegrivas@yahoo.com

Our experience purchasing the IMG policy through Squaremouth was excellent. The filtering system made the process easy and we were able to find the policy that matched our needs easily. Our experience making a claim with IMG was just the opposite. The online filing system was quirky and slow. Some categories of documents allowed multiple documents to be filed and others only one, but there was no way to determine the maximum in advance. The claims process itself proceeded at glacial speeds. IMG took longer to respond to each submission than their instructions state, they responded to our first filing weeks after their own deadline, and requested more documentation. This started the clock over again and the process repeated itself several times, extending the delay in issuing a decision to months rather than weeks. When IMG finally made a decision, it was a denial. The explanation was nonsensical, with a justification that was completely inconsistent with the straightforward language of the policy. In fact, the justification was so illogical, it would be appropriate to call it dishonest. When we finally reached a live person by phone to try to understand the basis for the denial, the representative told us that she couldn’t discuss claims, that we would have to file an appeal online. We did, but we also contacted Squaremouth and initiated the Zero Complaint process. The service was superb. They set up an appointment (by phone) with an independent claims adjuster to review the case within days. She agreed with our complaint that IMG improperly denied the claim and Squaremouth initiated a new appeal on our behalf. IMG then apologized in writing for its first decision, quickly asked for a few more documents, and paid the claim. In short, IMG tried to avoid paying a straightforward claim that met the policy requirements in all respects, Squaremouth stepped in and its Zero Complaint process was superb, and IMG reversed its decision. If our experience with IMG is any indication of how it does business, DO NOT purchase one of their policies. The claims process is slow and convoluted and the company is impossible to deal with if you have to file a claim.

The price was reasonable for the coverage that l chose.

Horrible service

They clearly explained the pre-existing condition waiver and whether it applied to my situation.

Canceling our trip, due to a medical issue, has been more work that planning the entire trip to begin with, and we have had not satisfaction from IMG or iTravel. Because we never actually started the trip, we had to try to cancel everything ourselves and submit documents for every detail, even when we were fully reimbursed by the hotel or rental car, etc. Now, they keep asking for documents I do not have available or that I have explained already.

It seems like buying this insurance is a waste for anyone that plans for and makes all of the arrangements independently, using multiple travel providers for their travels.

Nothing much happened fortunately; only one thing was important....you answered the phone without too much nonsense (menu changes etc.) before I got a person in order to talk about purchasing a plan. Keep that up!