Reviews, Sales, and Service Ratings for
IMG

STARTED WITH YOU DON'T HAVE A POLICY.
SECOND HAD TO CALL SQUAREMOUTH WHO TOLD ME TO EMAIL THEM
PROVED I HAD A POLICY WITH A RECEIPT.
SENT PART OF CLAIM SEPT. 20,2024

I never went on the trip and asked months ahead if I could get my premium back. They said absolutely NOT!

Rep helpful in helping me select best policy. Have been doing this with you for the last three years and will continue to do so going forward.

The above said, you don't know how good a trip cancellation / medivac policy is until you actually have to use it.

Since I'm not filing any claim, really unable to determine how well your company responds to a circumstance, which is the true measure of an insurance's worth that I paid for.

My pre-departure experience was "not applicable" in my case. Need to include "Not applicable" in your rating system.

Claim was for a damaged rental car windshield. No problems, no issues. Claim was completed and payment made within 2 weeks. Pleasantly surprised and would recommend.

We unfortunately had to cancel our trip due to emergency surgery which occurred about 4 weeks prior to the start of the trip. I filed a claim online, but found that the information asked for online wasn't complete, so after about a week, I was notified that i needed to sent in yet more information. IMG was quick to tell me that I needed to send more information, but never let me know when the information asked for was complete. I had to call to find that out. I did receive reimbursement for the trip fairly quickly.

My only direct contact with IMG was to raise the insured amount after purchasing air tickets. That was easy.

I prefer to speak with a rep rather than having to deal with changes in line

1. Immediately after I purchased my policy I realized that I had overstated the amount of coverage I needed. I called customer service and was able to downsize my policy amount, resulting in a credit back to me for part of the premium paid. This entire process was fast and hassle-free which I very much appreciated.
2. The communications regarding a 24-hour tele-doc line were very confusing. I repeatedly tried to register for this service in advance of leaving home so I would have it available should the need arise. I could not do so and could not determine whether it was a technical issue, I was not eligible, ?? Finally called customer service and was told I could not even register for this service until after I left home. That is not optimal, as when you are traveling abroad your access to internet is more difficult. I ended up never registering, but also I never needed the service. If I had, it would have been very difficult to access from the remote area I was in. There should be a better way to do this, and much better communication to policyholders.

Would have liked more reminders at key dates before. e.g. 120 days, 90 days and 3 or 4 more as these are critical days for depoand decision making