Reviews, Sales, and Service Ratings for
IMG

I called IMG customer service on one leg of our trip because a piece of baggage was missing to ask for assistance with the airline to help retrieve it. The customer service agent who answered not only did not help, she had no idea what I was talking about when I told her it was in my information provided by their company that they were supposed to assist. She said they don't do this. Then a day or two later, I emailed to ask for assistance in retrieving our bag and was told to provide information to file a claim. Filing a claim was simple and straight forward.

A waste of $261.98

Never again!! Customer service is terrible! Way overpriced - will be using the airline insurance from now on.

We will definitely look to IMG for insurance needs on any future trips.

When I had questions about filling out the claim form they were very helpful.

So far so good

I contracted COVID 2 days before our scheduled trip departure. I am 79 years old, and my doctor prohibited travel to England. I therefore was compelled to cancel our trip and I notified IMG prior to date of departure.

I took action to successfully cancel all hotels, except one, car rental, and airlines. I have filed a claim with IMG for less than $500 for incidental travel events (like shows and SIM cards) on which I could not receive a rebate. I have rebooked the trip and got the one hotel to agree to reschedule at no cost to me. And we have used our airline credit to rebook our flight.

I was able to contact IMG immediately on a holiday and spoke with an agent who sent me claims forms. I have filed a claim, which was received by IMG on June 20, 2023. I have not heard from IMG yet.

I had the misfortune of acquiring Covid-19 while visiting Thailand. This resulted in trip interruption resulting from a 5 day quarantine. I submitted a claim and have since spent many, many hours complying with multiple IMG requests for information. Each time the requested information was supplied, they came up with new and more difficult to fulfill requests. In the end my claim was denied and my appeal denied because I could not supply documentation that I received "a mandatory quarantine order from the local government in Thailand". The order from the emergency room physician was not sufficient. The requirement that a local government official order quarantine is obviously unreasonable and is not consistent with the language in the policy. Unfortunately I have no further recourse.

In summary, IMG will harass you unmercifully for documentation in the hopes that you will abandon your claim. If you are persistent, they will ultimately deny your claim anyway. Don't waste your money and time on IMG travel insurance.

Filed a trip interruption claim. Initial flight delayed. Weather the night before caused plane to arrive late, meaning crew did not have required off time to allow our flight to leave on time. We would miss Al connections, so had to be rescheduled for following day. We missed two days of trip. Many hours spent gathering information for claim. Ultimately, claim ( and appeal ) were denied because plan does not cover “ crew issues “. Crew issue was due to weather issues! I finally gave up. Totally lost faith in travel insurance!

Our trip, paid for in full in November, was cancelled by the provider, Vantage Deluxe World Travel, on May 12, 2023 for a departure date of May 21, 2023. They provided 4 options. We chose a full refund. Vantage has agreed to to a refund of $10,897.00 yet they did not offer us a timeframe to deliver that refund. I have requested a timeframe several times with no commitment.

I believe Vantage has entered into a "cessation of operations" as they have continued to cancel trips. I intend to deliver a claim to you shortly.

Regards,

Robert and Patricia Neidhardt

Excellent assistance with the unique priorities of this policy.