Reviews, Sales, and Service Ratings for
IMG

I filled a claim and have yet to hear back. I provided legal documents and have not been asked to provide anything else. The directions said it could take up to 10 business days to hear back, but it has been over that time frame. Customer service through the chat feature was awful. One associate simply ended the chat for no reason and without telling me. I spoke with someone over the phone and she was very nice and tried to help. She told me it may take more than 10 days if they are behind, but that it looks like no further info was being requested from me and I just needed to wait for the approval. I understand this can take time, but more communication would have been appreciated. It would also be helpful to have a more accurate time frame.

Selecting a policy on Squaremouth is an excellent experience as always. Didn't file a claim.

I didn't go on the trip. I called IMG and they have extended my coverage for later this year.

I made changes to my policy 2 weeks before my trip and it was very easy to do! Thank you for your excellent customer service.

Firstly-- customer service was excellent overall, however... I shopped a policy without rental car coverage (~$75) and with rental car coverage (~$175) and decided that $100 was a worthwhile expense for where we were going. I ordered the more expensive policy. The Squaremouth disclosures included rental car coverage but when double checking paperwork before the trip, it wasn't clear to me if the ACTUAL issued policy had it... so I contacted the carrier directly and was told it did not. I followed up with Squaremouth and-- while great service and apologetic-- they scrambled to get the quoted policy re-issued prior to my departure with the rental car coverage, as orded. That was accomplished, but the premium jumped up to ~$250. Had I been quoted that amount on the initial order, I would likely have NOT purchased the rental car coverage as it's (at that point) cheaper to get it from the rental car company as a damage waiver. We're talking and change from an upcharge of $100 to and upcharge of $175 on a base policy that only costs $75-- and WELL above what was quote when I purchased it.
If your primary function is to compare policy prices and facilitate the price/value/coverage comparisons of them.... and you fail so badly that the result is your customers are upcharged nearly double, then I have to really questions the value and functionality of your service at all. While getting the right coverage in time was the right thing to do (and the reps were great) the scramble and upcharge pretty much negate that -- I would have been better off just shopping myself instead of using your website.

I purchased the insurance from IMG because I had to make a claim with them spring 2023 on a trip where a bicyclist knocked me to the ground and I ended up getting hip replacement surgery in Ghent, Belgium.
It was such a positive Insurance experience, I used them again for this trip (spring ‘24) and have already purchased a policy for next year (spring ‘25). I recommend them to all of my friends because of the outstanding support & claim service I received last year.

I had a pre- trip insurance question. Called IMG. Wait time was reasonable. Question was answered satisfactorily. Using Squaremouth greatly simplified the travel insurance buying experience.

Had to cancel my trip due to surgery. The insurance I purchased was useless and a waste of money. The claim assistance from Squaremouth was just as terrible. Their so-called Zero Complaint department was completely useless. They supported the insurance company not me, their customer. I had purchased all of my travel insurance from them before but after this horrible experience, I will never buy anything from either company again.

Minor ER claim at local hospital- claim to be filed ASAP. Was told by 24 hour line to ensure to get proper documentation and file after return

I haven’t traveled yet. Policy dates were changed!