Reviews, Sales, and Service Ratings for
IMG

My experience with this company has been less than stellar...

When I attempted to initiate expanded coverage for increased trip costs and the subsequent premium adjustment, it took several calls/emails and four days to receive an acknowledgement of my request.
Once I received the quote for the additional premium my credit card details were incorrectly conveyed to the department responsible for confirming the additional coverage - further delaying my expanded coverage. The primary problem was that information was passed along indirectly to the department that reviewed and confirmed the request. As the insured I was not permitted to talk with the department directly but asked to give the credit details to the customer care agent in their customer service department.
In total it took 11 days to confirm additional coverage. This is extraordinarily inefficient and unacceptable when requesting expanded insurance coverage.

I have initiated and submitted a claim. During this process, I had several questions re: the questionnaire that were not specific to the claim but to the form itself. It was very difficult to get these simple questions answered. When I called to clarify their automated system stated that their computer system was down. I had to call their sales number to get my questions answered. On the first attempt, I was rerouted back to the automated system and then disconnected ... On the second attempt, I was able to get a live person who was very helpful. I called one more time for further clarification and after an initial brush-off my follow up questions were answered. If you computer system is down you should have personnel available to answer calls for simple questions.

I just followed up on my claim status - 10 days after it's receipt only to find out that their computer system had been "hacked". I was told that the claims department was still compromised and they were working on resolving the issue as quickly as possible... Their claims system has been down for over a month! Furthermore the representative was not able to state whether personal information had been compromised as a result of this security breach.
Extremely disconcerting.

I have been attempting to file a claim since January 29, 2020. I became ill and attempted to cancel my trip which departed on February 1. I called iTravelInsured claims on January 30 and was told they could not even log my call since their web site was down. I was told to check their website and when it was up and running, I could file a claim. I was told I could check back with the claims department on their toll free number. I have checked the web site everyday since. It has been down ever since. I called on January 30 and was told they were working on the web site but until it was up and running, there was nothing they could do. I called on February 6 and received a recorded message only, telling me the web site was down and to keep checking. I called again on February 11 and got the same message. On February 12 the web page changed to "Insuremytrip". I could not get to the claims section. I e-mailed "contact us" and have not gotten any response. I called on February 18, and got a recorded message. I have been checking the web site everyday. I am no closer to being serviced than I was on January 29.

I am a returning customer to Squaremouth and I have been extremely happy with your service. I have recommended Squaremouth to all of my friends who are contemplating traveling. I hope you can help me resolve this problem. I do not have any recourse at this point.

Thank you,

Lee Nakamura

Policy changes can't be made online and must be made over the phone. Email confirmation of requested policy changes takes several business days.

We have been trying to contact insurance to file a claim since before our departure but the iTravelInsured website and telephone lines have not been working for almost two weeks. We contacted the Squaremouth team for assistance and none was offered. This whole process has been disappointing. We bought insurance to have coverage but we haven't been protected. Horrible that we are victims of a bad insurer.

This company does not provide an ID card like most others. I had to call them to find out they wanted me to carry their declarations page as ID instead.

We called iTravelinsured for help because we where under quarantine on the Diamond Princess due to the corvid-19 virus.. We will have several items to file a claim for when we return home.

It’s extremely difficult getting in contact with itravel insurance. Can not get them when you need them.