Reviews, Sales, and Service Ratings for
IMG

The claim process with IMG was awful from the beginning. I had a very ill child, and had to cancel my trip- I had very detailed documentation from medical doctors to provide.
IMG asked that I use their online portal, which I did, after which point there was no way for me to retireve or check on my claim information- it seemed to disapper. Although IMG did send an email saying it was received.
I then heard nothing for months, and every IMG customer service representative I spoke to told me different things- one said my claim was "not found at all" and that there was nothing I could do but re-submit, and then another "found it" all of a sudden. Their claims representatives are very rude and unhelpful. I asked that the claim be escalated, and only then did I hear back via email, asking that I re-submit the exact same documents that I already had- very frustrating.
I then had my claim denied, despite having a non-refundable dining event that the policy clearly covered.
I asked that SquareMouth assist me via their "Zero Complaints" process, but they simply sided with IMG, and also overlooked the non-refundable event, and all of the detailed evidence I provided.
I disputed the cliaim with IMG, and they decided the policy DID cover it, and refunded the amount.
I'm highly dissapointed with both IMG and Squaremouth. Buying a policy is of course easy and seamless, yet when it's time for them to honor it, as well as their own customer service promises, they fall short.

We had to cancel our trip due to illness and I was pleased that the claim process was so smooth. I simply uploaded documents. The communication about the claim process was a little confusing at first because it had a different name from the policy, and I almost missed the email that contained the reimbursement information. But all in all, I was so pleased that our claim was handled without issue.

always like doing business w you

I was surprised to learn that if I missed getting on the cruise my only option was a refund not getting me to the next stop to meet up with the cruise.

IMG time constraints to file a claim are too tight. The claim period started at the beginning of our two week trip. So we did not have the ability to collect the documentation until after the completion of the trip. So we were hitting the deadline to file right after returning from the trip. That created some stress on us to meet their deadline. Additionally, we feel the documentation provided was sufficient to honor the claim. However, they demand a carrier letter detailing the delay and cause of the delay. That required being on the phone with United Airlines for hours multiple times to obtain the letter. That seemed too much of a burden on us.
They were glad to receive our premium payment but difficult to honor the claim.

The agent was knowledgeable and understanding.

I tried to extend my policy by 2 days to cover a later return but was told I could not because it was already the first day although we hadn't departed yet.

I was grateful to get coverage

On March 6, I called to tell them that my husband was in the hospital but I've never heard back from them.
Filed my claim today for flights, food & lodging. I had a great cover letter all prepared but forgot to attach it. Now, when I go to my claims on their website, I can't find my claim to add the cover letter. Very frustrating.
I sent a message to them so we'll see what happens.