Travel Insurance Reviews for International Medical Group

My claim was processed quickly and fairly. I will work with this company again.

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.

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)

Well, well, well...
Our flight back was canceled, we were forced to buy and pay out of pocket for our flight back -- double the original fare! We filed a claim: denied, based on some stupid reasoning on page 22!!! on the contract!!!

Filed for the appeal/review...and 3 month later were paid about half of what they owed us, based on our understanding of coverage!
Something is better than nothing, I guess!

We're only talking about a claim for $58 , but the process was pretty painless.

I think the key is to follow all of the claim instructions to a T. As long as you submit the the required paperwork and your claim is valid, you should have no problem...at least I didn't. I was able to do everything online, including obtaining the required doctors notes and credit card statements, etc. I then submitted everything through the Insurance company's portal and 8 days later I received payment directly into my bank account . Im sure it takes a much longer for larger claims, but that's expected.

Paid $1900+ for am IMG plan and filed a $375 claim for a "no-show" hotel due to airline cancelling flight from JFK to Rome and an 18 hour departure delay. IMG declined claimed because it was a "no show pilot" and not another covered reason. Spoke to IMT and they are trying to advocate for me and I have also appealed to IMG who said they will try to get back to me in a month. My claim is 18% of the premium! Also recommended IMT to good friends for a month-long overseas trip in July that also experienced cancelations and IMG refused payment of some clothing items bought because they could only provide AMEX proof and not the original receipts. It appears IMG is in the CUSTOMER NO SERVICE BUSINESS and is reflecting badly on IMT. Your reps have always been outstanding, but this is out of their hands.

I bought this plan for a trip to Italy and Greece. In Athens, we had a power failure in the late afternoon with no power all night. The hotel had no available rooms and they weren't sure if they could get power restored.

By the next day, power had not been restored and so I called IMG. I told them what happened and asked if it would be covered by my policy. I was told that, yes, it was covered under trip interruption.

I booked another hotel at a higher price and filed a claim. I uploaded all supporting documentations. My claim was denied.

While it is possible that this was not a covered event, I wish they hadn't told them it was covered, which was probably a factor in what I paid for the new hotel.

Read the terms and conditions carefully, and I don't suppose that you should believe what they tell you, verbally.

iTravelInsured SE is a terrible insurance company. The clients rating them highly have not had cause to file a claim like my and my family had to do. We had a very difficult time.

When we uploaded our documents proving payment for medical services rendered during our vacation the phone agents would claim we never did so. They then forced us to upload more than once again the same very documents.

Next when we called to get a status about our claims the phone agents stalled again by claiming they did not see the documents. Finally if we did get a phone agent who could see the documents they would deny we were entitled to any reimbursement. Thus, it took months before we could get reimbursed. We had one remaining claim that we filed two months after our vacation because the foreign hospital did not send the bill until that time. Upon receiving the bill we immediately paid it by credit card and submitted a claim. However, when it took over a month we called to get a status and was told by the phone agent that the supervisor said the claim was paid already. That was not only untrue but made no sense whatsoever. It took filing a complaint with the local BBB office (Indiana) before iTravelInsured decided to reimburse us. The reason they gave the BBB was that there was an 'inadvertent delay'. The real reason for this delay was their own by trying to deny us reimbursement and it was not done inadvertently; it was done with intent.

Therefore, I will never fall victim to buying travel insurance from iTravelInsured again nor do I recommend anyone else to do so. We had purchased travel insurance from a reputable company (we filed claims with this company successfully and timely) but took a chance this time with negative results all around because their rate was a bit cheaper. Never again!!

Had to cancel our trip due to medical reasons. We received a partial settlement in two weeks for the land portion of the trip. Not bad! We were issued airline credits directly from the airline. However, we had purchased seat upgrades which were not reimbursed by Delta. Trying to get the last $189.98 from this insurance company was like pulling teeth, at best. Picture the most frustrating, mind-boggling experience you could have with a company. Don't expect to ever speak to a claims rep. CLAIM REPS DON'T TAKE PHONE CALLS! The CSRs who answer the phone are pleasant enough, but will put you on hold forever and then tell you they can't transfer you to anyone who is actually handling your claim. Are you kidding? Not only don't they take phone calls, apparently they never read their email or look at a claim file. They do, however, send the most ridiculous emails saying they need more information from you, or a provider, to process your claim but they don't say what they require. Who do you require it from? What? If you send them an email, you will get an automated reply.

Do yourself a favor and shave your head before you try to submit a claim to these people. It will be much less traumatic than pulling your hair out every time you have to deal with them.

Oh and by the way, I worked in Claims for many years, so I know what decent service is. This company does not have it.

Good luck if you have to actually argue an issue like a pre-existing condition or have a large dollar claim. I can't even imagine the runaround you will get.

I stopped counting after 12 phone calls and 14 emails. In the end, it took me just over 5 months to get the last lousy $189.

Also, side note....Saying a company has a 4.5 star rating is very misleading when most of the reviews say, "I'm so glad I didn't need to make a claim." How about having a separate rating for people who actually did make a claim???!!! Sorry, if that exists somewhere, but I didn't find it.

We notified IMG immediately and then filed our claim promptly, a month after our trip was cancelled because of my mom's death. Three weeks after filing all documents requested, through their secure portal, I called and was told they had never received any documents. A week after I sent them a copy of the receipt confirm they had sent me when I filed, they "found" the documents. Another three week pause before they requested additional info that they had not initially asked for. Another three weeks (always with me needing to initiate the follow up) and they said the claim from a hotel was not valid because they did not charge me until we had cancelled (which their website, which I had sent a link to, clearly stated was how they would handle charges and cancellations). Another three weeks and they said that even though I had provided proof that our train ticket was non-cancellable / non-refundable, I needed to prove that I had cancelled it and did not get a credit. It was not until I wrote a letter stating that I no longer felt that I was being dealt with in good faith, that three plus months after I submitted our claims, and lots of hassle, they paid the claim. This has caused me to seriously question whether trip insurance is really worth what it costs when you factor in all the work and hassle to file a claim. P.S. If a company is always experiencing "heavier than usual call volumes" is it really heavier than usual?