Reviews, Sales, and Service Ratings for
IMG

I had to submit proof of claims and other pertinent information multiple times.
When I called to speak with customer service, I often got conflicting answers.
I had to file trip delay and trip interruption claims separately even though they were related.
The fact that they should be filed separately was not clear on the claims forms.
Trip Interruption claim was initially denied although clearly covered in the policy.
I had to write an extensive appeal email again submitting reports I obtained from the airline and cruise companies.
I had to point out specifically their contract data that covered this situation.
It took a very long time to receive feedback from my appeal.
Decision was finally reversed in my favor although I have not yet received compensation but it is expected in 10 days.
It took a lot of time and effort on my part to file claims. I am sure that some policy holders simply give up.
All said it has been five months since my trip for total compensation. I think this is too long.

While traveling in Spain I needed to seek medical care for an infection. I went to the emergency room at Hospital Universitario San Agustin in Aviles where I was evaluated. The doctor determined that the infection need IV treatment and that I should spend 2 - 3 days at the hospital. I reached out to IMG to verify my coverage and if any pre-authorization was necessary. I was informed my policy would cover the stay and treatment and instructed on what documents to collect to submit my claim. When departing the hospital I paid the bill and verified I had all the required documents to submit for reimbursement. Four weeks later when I returned home I submitted the claim via the web interface to IMG on Thursday. On Saturday I received an email indicating the claim was approved and payment would be made. On Wednesday the payment was deposited to my account. It was less than 1 week from claim submission to payment for me. I was careful to ensure I submitted all the documents with the claim along with the credit card statement showing the charge. I am very pleased with the responsiveness and 100% coverage for my claim. I did not expect the claim to go so smoothly and quickly. My advice to anyone who purchases a policy and needs to file a claim would be to understand what documents you need and collect them from the doctor / hospital when being discharged.

We had to notify IMG of a potential claim on the rental car portion of the policy. It seemed that area was a new product offering. Their web site was not really set up for rental car claims.

I contacted them through their web site and and spoke with a representative on the phone. Both interactions were very positive. They were able to find the answers that I needed.

Will be filing a claim shortly. Did not get help when called during my trip. Was told to take care of changing land and air arrangements on my own and file claim when I got home.

Very clear and easy to get the policy I wanted. The agent was helpful and understood my needs. Will definitely use SquareMouth travel insurance again.

I recently heard about Squaremouth at work, but had never bought travel insurance before. My friend & I planned a short 5 day cruise to get away & relax. Because we live in Satellite Beach, FL and were cruising from Port Canaveral in early October, we were concerned about hurricanes. I also have an elderly father who I worried might get sick & I would have to miss the cruise. We were also a concerned about catching Covid before the cruise. We wanted travel insurance that would allow us to cancel our cruise if one of us couldn't make it, as well as if there was a storm brewing in the Atlantic. We looked at some of the travel insurance options Squaremouth showed on their website, but there were so many, we decided to call Squaremouth Customer Service. Although it was only 10 minutes before they closed, the person we talked to was not rushing us at all. She was knowledgeable, patient, explained a couple of options we might be interested in and we bought the coverage during that call. It was so easy to tell her our concerns and she was able to immediately assess all of the travel insurance options & make a recommendation. The price was very reasonable for our peace of mind. We didn't have to use the insurance and enjoyed our 5 day getaway, but as we book more vacations in the future, we will definitely be calling Squaremouth again. I highly recommend them.

I was able to reach someone outside of normal business hours in the US. Representative was helpful.

I thought it was pricey. No interaction because we didn’t have to file a claim.

I will never use IMG again. Our trip was interrupted due to a death in the family (my wife's nephew passed away) so I needed some advice regarding how to file a claim. I am new at this, so I needed to know how to verify and document the relationship between my wife and her nephew. For starters, there was nothing in the IMG literature that we received prior to our trip that told us what number to call in order to speak to a live human, so I had to call Squaremouth to get this. When I called IMG, I had the misfortune of speaking with an inexcusably rude woman named Shana. She was so totally unhelpful and had such a miserable attitude that I finally just hung up on her. I called back later and spoke with a reasonably polite lady named Brianna, but she was too inexperienced to help me, and basically she just told me to start working on the claim and take my chances.

The next thing I tried to do was use the on-line application form on the IMG website. I answered all of the questions and uploaded a couple of documents, but when I reached Step 4 and attempted to upload Additional Documents for "Proof of Relationship" and "Documentation of Unforeseen Event", it attempted to upload the file and then crapped out, displaying this message in bright red:

"Sorry, we are unable to upload your file right now due to an unexpected server error. Please try again later."

I tried it several times that day without success, and then tried it again the next day, with the same results. Without uploading these two documents, the process would not go any further. In desperation, I called IMG again spoke with a reasonably helpful lady named Nia. She said that it is not uncommon for the website claim program to **** out at that point, so she advises the people she speaks with to fill out the manual claim form instead. She sent me one of these via an e-mail attachment and I filled it out and returned it to her the same day. That was last Friday, October 6. Today is Wednesday, October 11, and so far I have not received an acknowledgment of my claim nor anything else from IMG.

On a scale of Zero to ten, I would rank my satisfaction with IMG as a ZERO. On my next trip, I plan to use Allianz.