Reviews, Sales, and Service Ratings for
IMG

Filed trip cancellation its extremely difficult to get a reply and status

IMG finally paid my claim, after more than 4 months, but the experience of working with IMG was a nightmare.
1) Submitting claim documents via IMG's website did not work properly. The file size limits were small. IMG only received some of the documents submitted. The website said no claim existed. On the other hand, submitting claim documents by email worked perfectly well.
2) After submitting all the documents IMG originally requested, IMG kept asking for additional documents every few weeks, prolonging the process needlessly, then taking a long time to review these documents, and then asking for another document.
3) After 3 months of this, IMG wrote in an email "If you no longer wish to pursue this claim, please let us know and we'll update our records". The impression left is that IMG's goal is to exhaust people making a claim, so that they give up.

I needed to adjust the coverage dates and the rep was extremely courteous, prompt, and remained on the phone with me while I confirmed receipt of updated policy. Great!

They corrected a wrong name and early in process answered questions!

Sometimes the information given is different from information when I talked to a different person. Was frustrating at times.

I'm not really sure what trip this policy is for. The last trip we took ended in May 2023. We were scheduled to travel to Europe in April 2024 but had to cancel. That trip was insured by Allianz through the trip organizer. I did have a situation about three years ago involving Squaremouth that wasn't pleasant. Don't really remember the details but it left a bad taste in my mouth. In the meantime we've moved so a lot of those records are gone.

I emailed a claim but did not get a response . I then called customer service and received an email with claim form. I submitted my claim in paper via mail. I did not hear back yet

I sent my claim in by Certified Mail on May 21, 2024. I called to see it you received my claim, but was told that claims mailed in took a lot longer and they didn't know if it had been received .I have not heard from anyone yet. I tried to file the claim on line, but when I tried to enter information a pop-up in red said already entered somewhere. I called and talked to someone, and she spent a lot of time with me trying different ways to get the information entered, but the same red bar kept coming up. She said there has been trouble with that and told me to try it again the next day. I did that and it still didn't work. I have spent hours getting this information together. Please have someone contact me regarding this claim. Thank you

It has been terrible filing a claim with IMG since I got back!
I got sick on the cruise and had to seek medal help onboard, acquiring about $2000 in expenses. I recovered fully, no problem. But to file a claim for medical reimbursement has been very difficult and I still don’t know if the documentation was accepted. I’ve had to call the claim help 4-5 times, spent over 4 hours just trying to submit documentation online! Your app or service is too picky how to receive docs. Very difficult!
First, the online claim app for IMGlobal wouldn’t accept photos of my docs for invoice, medical reports. I’m given only paper docs onboard, so I took photos of everything to submit. I have an Apple iPhone 14. I’ve never had any problem submitting photos online, but your app wouldn’t accept anything, even when I tried to put in .jpeg format too. Ended up after several calls to submit via email, even with problems.
I’m retired as most travelers who get insurance are and not very computer savvy. Then I was emailed the wrong claim forms initially.

Please make filing a claim easier, and acceptance of documentation!

Answered all my questions and concerns about getting the right policy for my trip.