Reviews, Sales, and Service Ratings for
IMG

Love Squaremouth - have used it several times. Always easy to get and review quotes then purchase. This trip had to be cancelled due to cancer treatment, so claim was filed November 8, 2017. Still awaiting decision and/or reimbursement. They requested additional medical info from provider on 11/27/17.

We reported the incident/claim. The rep told us to file a claim when we return home. We are in the process of filing.

I filed a claim almost a month ago and still haven’t received any update status on it.

Since I bought the insurance through squaremouth and have no claim, I didn't have any experirnce with IMG.

Filed a claim nearly a month ago, trip cancellation due this a concussion and post concussion syndrome 2 weeks before my departure. I’ve called iTravel twice now but get the same treatment as far as to when I would receive my claim check. They are experiencing a high amount of claims and don’t know when it would be processed and to keep calling back the next week. When I filed the claim I was told it would be processed and a check sent in two weeks of receiving the claim. I shouldn’t have to continually remind them by phoning every week. It’s so typical of insurance companies to gladly accept your payment but have a tough time processing a claim. My expectations were much higher as far as the prompt service I would receive in case of such event. Greatly disappointed .. I could not recommend this company to others in need of travel insurance.

At first I did want to make a claim but then I found the missing item

I WAS FINALLY ABLE TO GET INSURANCE FOR A PRE CONDITION...THANK YOU

Our entire trip was canceled. I tried to cancel or make adjustments to our policy to reflect the changes in our travel. Emailed customer service never heard back. Tried contacting customer service by phone. Was never able to reach anyone to talk to you. Tried leaving a voicemail. Never a response. So I purchased insurance for a trip that did not happen and was unable to make changes because no one was available to speak to.

hard to provide real feedback when all well and we never made a claim

My online experience prior to departure was very positive — I used the online chat to help navigate my choices. However, when i needed to access IMG for emergency assistance, the office was getting ready to close and they didn't have my policy on file and said i had to wait for it to be emailed to me in order to understand what i was eligible for. It was September 8, Friday afternoon when i just learned that my return flight home to Miami was cancelled due to Hurricane Irma. All the airports were closing and there was no way for me to return home to Miami. Desperate to get back to the states, i made other plans on my own recourse. i contacted IMG Monday, September 11 to file a claim and spoke to several representatives who said i was not eligible to file a claim because the Natural Disaster needed to happen in my home town/country. Miami/S. Florida is my hometown and place of employment. The region and state was under mandatory evacuation, closing all airports due to Category 4 life-threatening strength. The destruction of Hurricane Irma could hit $120 billion in the United States and Caribbean and has been listed as the worst hurricane in history to date. As stated in my policy listed below, Hurricane Irma was a Natural Disaster (N) and therefore my trip was Interrupted (R) because this directly effected me returning to my home country (USA) and home town (MIAMI). I called IMG again and they told me someone will return my call, 5-days later i'm still waiting for the return call on how to make a claim. I'm extremely disappointed with their customer service, lack of awareness and knowledge of policy and connection to hurricane Irma and lack of compassion by IMG. PLEASE SOMEONE FROM IMG RESPOND.

N. Natural Disaster

NATURAL DISASTER: Subject to the Terms of this insurance and in the event of a Natural Disaster that occurred during the Period of Coverage, the Company will pay the Insured Person up to the amount shown in the SCHEDULE OF BENEFITS/LIMITS if the Insured Person is displaced from scheduled, paid accommodations due to an evacuation before a forecasted Natural Disaster or following a Natural Disaster. The evacuation must have been ordered and mandated by the governmental authorities having jurisdiction over the location of the predicted or actual Natural Disaster.

R. TRIP INTERRUPTION: Subject to the Terms of this insurance and in the event of the Unexpected death of a Relative of the Insured Person, or in the event the Insured Person’s trip or travel plans must be cancelled or interrupted as a result of a break-in or substantial destruction due to a fire or Natural Disaster of the Insured Person’s principal residence in his/her Home Country, the Company will reimburse the Insured Person’s actual expense up to the amount shown in the SCHEDULE OF BENEFITS/LIMITS for the costs of a one-way air or ground transportation ticket of the same class as the unused travel ticket to transport the Insured Person from the International airport nearest to where the Insured Person was located at the time of learning of such death or destruction to the International airport nearest to: (i) the location of the Relative’s funeral or place of burial, or (ii) the Insured Person’s destroyed principal residence; subject to the following conditions and limitations:
(1) The Insured Person must be outside of his/her Home Country at the time of the Unexpected death of the Relative or the substantial destruction of the principal residence; and