Reviews, Sales, and Service Ratings for
IMG

We're waiting on our claim to be processed.

Nothing to add, but thanks for asking.

Terrific web site and service answering my questions

Before I purchased IMG insurance through the Squaremouth site, I emailed IMG directly to get advice regarding the best plan to purchase, since I wanted to cover pre-existing conditions and I had not purchased insurance within the normally allocated time period following my downpayment. The response with advice was timely and thorough. I could have purchased directly through IMG, but I've used Squaremouth for other trips, and appreciate the service you provide. So I returned to your site, and purchased the policy the IMG agent suggested.

This experience was very positive, however; we are still experiencing issues from a previous trip that we purchased insurance from square mouth and had to file a claim. I have spent numerous hours putting things together and submitting only to be denied, having to call for advice and information from your company as well as others, resubmitting the client, and finding out a couple of days ago it is again been denied. I found additional information that I hope will be helpful for your team to help us with the claim from the previous trip to France. I’m starting to think that insurance is good only if you don’t need it. We have another trip upcoming that we have also purchased insurance through you. The way our claim is handled is going to be very contributory to whether we purchase future policies. As the gentleman I spoke with on the phone when I purchased the next two policies after our policy for France, he said that you guys would take care of it no matter what. This was no fault of our own and we were stuck at London Heathrow on memorial day where we were supposed to have a connecting flight having flown in from Nice, France. The whole day was a nightmare and cost an extra day off of work not to mention the hassle and harassment of the day. Hopefully, we will receive the assistance we desperately need to bring that situation to successful closure. Thanks so much for asking!

The communication has been very poor since filing a claim. I was supposed to get an email within 5 business days and still have not received one 12 days later. I emailed and have not received a response. I called yesterday and I am supposed to get a call back but have not yet.

IMG customer service could not provide clear guidance about documentation and travel advise regarding coverage when I came down with COVID. The company was later non-communicative about claims status (only after calling did they tell me they had approved a shockingly low reimbursement, that they had held for a month w/o depositing). Company does not respond to emails, nor do they allow a conversation with claims about why claims were denied. There is simply stated, no one to help guide customers through the labyrinthine process of filing a claim.

Fortunately I did not need to file a claim, so I have no experience with IMG

I contacted IMG to increase our coverage as more non-cancellable expenses were added. (I’ve done that in the past with other carriers without a problem.) couldn’t do online but their site said to email and I’d hear back in 48 or 72 hours. I never heard back (and yes I checked my spam filters). Will never use them again.

There should be alternate ways to document a covered event than requiring a doctor's letter on letterhead. Doctors and their staff are incredibly busy and under no obligation to provide this, and I'm still waiting on it. I have other documentation that shows that my mother has to have surgery, which should suffice but doesn't. So I can't file my claim, and I'll never use your insurance again. You make it almost impossible to get reimbursed. The paperwork requirements are too difficult. I give up.