Reviews, Sales, and Service Ratings for
IMG

I haven’t heard back yet so can’t say anything.

I would like to know, how long take it, to get respond of my claim. Thank you

They seem to want a lot of unnecessary information about my claim. They must have a blueprint to follow including full itinerary which is not relevant.

I initially filed the claim on 12/30/23. I received several requests from IMG for additional information which I then provided. On 1/11/23 I received an email from IMG that all information needed is complete and I should receive a response within 10 business days. In early February I called IMG to find out the status of the claim and was told it still had not been processed by an adjuster and it may take 45 days. I called again on 3/1 and was told that it looked like it had been looked at by an adjuster but the notes are unclear. That representative told me she would elevate it to a claims Supervisor. Today on 3/3 I received an email denying the claim. Not only do I disagree with the denial; but I'm actually even more dissatisfied by their poor customer service and lack of timely communication. I will continue to purchase travel insurance through Squaremouth as I think your comparison service and ability to purchase policies is excellent. However I will always exclude IMG from future consideration. I have never had a problem with any other travel insurance purchased through Squaremouth; this is the outlier. Perhaps Squaremouth should consider dropping IMG from their offerings.

Selecting the insurance the coverage for trip cost was unclear whether it was for one person or both people. That varied from one website to another, so not consistent within the industry. Therefore it would be helpful to make it clearer. I did have to call them afterwards when reading the policy and the customer service person was very helpful at that time. We never needed the trip insurance, but it was important to have and understand for the big trip we were on to Antarctica.

IMG customer service in claims has been helpful. They have an online process for filing a claim that is easy to use. The claim for a cancelled cruise due to urgent surgery has just been filed so I have no report on the outcome of the claim.

This policy seemed to have higher coverage limits for the best price.

Customer service was very accommodating. They adjusted (extended) the length of my trip by a week with no hassle and no change in cost.

Easy experience getting travel insurance.

Still awaiting processing of claim. Will complete review when claim is settled