Reviews, Sales, and Service Ratings for
IMG

IMG ITravelInsured is THE WORST! On April 7, 2024 I submitted an extensively documented claim for trip interruption (total claim $831, corrected 5/4 to $942). The trip was delayed by one day because of terrible weather throughout much of the eastern US on the previous and current day. (Miami airport was a disaster zone of delayed travelers). Ever since, IMG has delayed, mishandled records, and insisted on a ridiculous level of documentation, and three months later still has not even made a decision on the claim. Here are details:
4/7/2024: Claim submitted.
5/4/2024: A phone call to IMG (Alicia) reveals that they had not yet begun to review the claim. I correct a hotel charge by email, which increases the claim by $111.
5/9/2024: IMG requires written evidence that hotel refuses to refund me for missed day even though documented hotel policy is "no refunds". IMG also requires written statement by American Airlines detailing why they canceled the flight, even though flights throughout the eastern US were grounded that day by weather.
5/14/2024: Statement from hotel refusing refund submitted to IMG.
6/14/2024: Statement from American Airlines attributing cancelation to weather and consequent crew unavailability submitted to IMG.
7/1/2024: IMG CLOSES THE CLAIM by email because--they say--the airline's reason for cancelation was not submitted. (Not true).
7/1/2024: Phone call to IMG (Kamya) reveals that my email of 6/14 was indeed in their records but not properly attached by them to my file. She reopens the claim and purportedly escalates it. A response is promised within a week.
7/12/2024: No response yet. A phone call to IMG (Sylvia) reveals that a reactivated claim for $831 still has not even been reviewed. Agent states that I should wait two more weeks and then call back if no resolution; there is no way for me to contact the claims department by phone.
7/12/2024: A second phone call to IMG (Quincy) confirms that the claim is still--in their records--for the uncorrected amount of $831. She determines that the 5/4 email correcting the claim to $942 email was received but not properly attached by them to my file (again!). No escalation was made on 7/1 either. Agent apologizes profusely for all of these "communication" errors by IMG, attaches my 5/4 email to the file and also forwards it directly to the claims agent (Ms. Wright), promises escalation today, and offers to have a supervisor call me, which offer I accept.
Clearly this is a company that uses delay, mishandling, and a presumption of fraud to deny payments to its customers. Only the loudest and most persistent may ever get compensated. Beware!