Travel Insurance Reviews for International Medical Group

What terms of the policy were deceptive and not clear. The turnaround time for claims was super slow and the representatives weren’t able to articulate what they needed. I would never use this insurance. It would make a lot more sense to spend the extra $50-$75 to get a different Insurance that is worth its value.

The plan provided good coverage for our trip at a reasonable price, and fully reimbursed the claim that we submitted. I give four stars instead of five because the communication was suboptimal. There was no feedback following the submission of our claim, and the reimbursement appeared in our bank account without any email or acknowledgement that the process was complete. That said, we appreciated the reimbursement!

Although the coverage was very good and I felt good about that part, the claim process was majorly frustrating. Too much to go into here. Even though the claims department says they will contact you ( either email or phone) they never do. If you contact customer service by phone they cannot tell you anything about your claim, only general information and that is not always the same information even though you are asking the same question.
My suggestion is, if you have or think you have a claim open up one immediately for your full amount in question then collect back-up info within the required timeframe. And then send in.
Be sure to open an account with them, because it is the only way to track your claim. You will never and I mean NEVER be contacted by them!

We filed a claim for an urgent care visit. The claim was filed electronically 7/30 and we had a mailed check by 8/17.

I will never again use insure my trip I purchased img global for a trip I took in Sept 2023.My husband needed medical care it took 7 months to get a check I was calling constantly and emailing more times that I could count.IMG is located in England and I couldn’t get anyone to call me back.i was frustrated with what it took to finally get my money. Unfortunately I am using the insurance again for a trip this Sept I had previously purchased it before all this happened. Never again. In all my years I never experienced this kind of customer service from IMG.

Unfortunately, my mother-in-law passed away while my husband & I were on a cruise. We flew back to the states after reaching the first port. Although IMG originally asked for some items that didn’t really apply to our situation & their communication & turnaround time was a bit slow, we did receive the full eligible claim reimbursement a little under 2 months after we submitted the claim.

We always get trip insurance when we travel internationally and this time I needed to see a doctor while on the trip. When we got home I submitted the claim online with copies of the receipts. After submitting the claim I read the information they sent and thought that I had missed the deadline (and some documentation) for filing that they set, so figured it would be declined, but I received a full reimbursement a week later.
Just a note: I requested that the reimbursement be deposited into my bank account, but the credit came through saying it was from a charity in Mexico! I called my bank and they tracked down that it was initiated by Cambridge Mercantile. I googled it and saw someone else had received a credit from them and it was a travel insurance claim. Mystery solved! Delighted that they paid my claim and so quickly!

Unfortunately we had to file a claim when on the first day of a ski trip to Colorado my wife fell injuring her knees. We sought medical attention and she was unable to resume skiing. We documented the medical visit, the cost of the unused ski passes, and reimbursement for 5 of the 9 days that we missed, having to check out of our condo early. It took some back and forth receipt documentation but eventually IMG approved our claim and sent us a check. It took several weeks which is standard for a claim but I am so glad I purchased trip insurance which when you are in your 70"s is mandatory, even at about 10% of your trip cost. Therefore, I would rate them 4 1/2 stars.

I had to cancel my trip due to illness, so I filed a claim. There was some confusion on what was covered, but once that got sorted out, they did pay for my cancelled flight. The problems with this company are:

a) They require notification within 20 days for all losses. This is ridiculous; most companies allow much more. If you have a loss while you are on the trip, you might not be able to make that deadline.

b) The claim submission website has numerous bugs. First it assigned my claim to the wrong policy. Then, halfway through the process, it got stuck in a loop, asking me to re-submit documents and then rejecting them because they had already been submitted.

c) They took 11 weeks to resove my claim, which is slow. One week was due to the confusion on what was covered, but the rest was their bureaucracy.

I won't use them again.

The IMG plan seemed to cover what I needed, however the claim process is horrible. The website is glitchy and sometimes lost documents. The “secure messaging” site seems to work but then documents are either not forwarded to claims or lost somehow. My claim was one simple item but The claims process was ridiculously lengthy and they requested irrelevant documents (each time after a long delay). If you write with questions or concerns you get a generic form e mail in return most of the time. I spent many hours obtaining information from the tour provider and uploading documentation. If someone is not somewhat computer savvy or patient, you’d give up readily. The process wears you down. phone reps were pleasant but sometimes gave conflicting information and have no real ability to resolve issues. Requested to speak with a supervisor twice and after several days someone finally called and left a message (of course there is no direct way to return the call). when I consider the cost of the insurance and the hassle it makes me think I will not purchase comprehensive insurance again (certainly not from IMG)