Travel Insurance Reviews for International Medical Group

extremely difficult to get info from for claim and very slow

On paper, International Medical Group and iTravelInsured offer a good product at a reasonable cost. However, their claims process is one defined my delay, dishonesty, and obfuscation. Policy language is misapplied. Policy definition is misconstrued. Policy requirement is ignored.

My claim was partially denied based on their team's misunderstanding of the product and their misreading of Policy definition. My attempts to initiate the informal and formal grievance processes defined in the Policy were repeatedly blocked. Eventually, the claim was fully covered as a "goodwill gesture".

I recommend spending a little more for a better brand. It will be less headache and heartburn in the end.

Pandemic resulted in resort closing and a trip interruption. We filed a claim. They initially denied it as IMG's legal staff advised them that "a global pandemic is not a natural disaster..." - which is not true and also not relevant to the claim (its simple trip interruption). Appealed the claim and in what seems to be a permanent hold. Absolutely horrible support from carrier - in any other climate, this would have been approved immediately...
Also, very disappointed in Insuremytrip.com - they should be screening their companies better and stepping in on their client's behalf

I had an emergency appendectomy the day my husband and I were to leave on an extended and expensive trip. It was obvious that the insurance should cover the trip. They received my claim on February 18 - and required a HUGE amount of paperwork, including our marriage license to show proof of relationship, and the payment was made May 12. There WERE extenuating circumstances (the business was hit with a malware attack and then of course the coronavirus). However, they kept on asking for additional information which they already had, but in a different format, and THEN finally, after numerous phone calls, they passed it on to another underwriter because of the size of the claim. That took an additional 3 weeks. Insure My Trip was of NO HELP. They sell the insurance and then you are on your own. I will not use either company again.

Took 6 months and multiple call attempts after filing a claim to finally get a denial for an emergency root canal for sudden nerve pain despite the policy saying dental is covered for “Unexpected pain or Treatment due to an Accident”. I even emailed to pre-certify and they responded that dental didn’t need pre-authorization. Regardless of the decision this was absolutely terrible service - 6 months without any response! Stay away from IMG.

I highly recommend searching for other health plans with other companies. The average rating on this webpage is artificially inflated by people who rate this company highly who only bought the policy and never used it.

I have been told by customer representatives it takes 30 business days for a claim to even begin to be processed. Given that you have to pay upfront and get reimbursed later, this can be problematic if services cost quite a bit of money. Furthermore, I have a claim that I filed over 3 months ago that has yet to be processed. I was told this claim would be "escalated and prioritized" twice and to check in after 15 business days. After waiting those 15 business days, it was revealed that the person I originally spoke with forgot to actually prioritize the claim.

This company has recently been the victim of a cyberattack and they are claiming that as a reason for the delays in claims for good measures. However, now is not a good time to buy a policy as time will only tell how long they will use this hack and CoVid-19 as an excuse for horrible customer service. In my opinion, the lack of cybersecurity measures given by this company not only delays their capacity to provide quality service, but also puts customer's personal information including banking details for reimbursement at risk for hackers.

If you read the fine print of most of their plans, you will see that many things such as pre-existing conditions, mental health coverage, and many other illnesses and conditions are not covered in this plan. This plan gives its policyholders a false sense of security.

I would steer clear from this company. I have experienced nothing but utter incompetence since opening my policy with them and actually using it by filing claims.

The website was down for weeks and phone calls were not answered. When I did reach them, I was promised an email with a link to file a claim. They could not send the form to file by email or USPS. I never received an email. Very poor service and disastrous that they had no backup plan for an IT failure of this magnitude.

A change in the cruise itinerary dis embarkation city was caused by the Covid-19 situation, yet the insurance company totally disregarded this as a legitimate reason for the claim. They only covered the additional costs (most of it had been reimbursed by the cruise line) in the change of airfare. No additional expenses that were incurred because of the change in flight to return home were covered. They claimed that I could not file as flight delay (it was a totally different flight from a totally different city) since I arrived home less than 12 hours from the original flight time (it was 11 hours).

Had medical issue so had to cancel trip. Filed on January 7th. Received payment on march 17th in correct amount.

When a medical condition forced me to cancel my trip, I tried to reach IMG by telephone. After repeated unsuccessful attempts to contact IMG by telephone, I called Insuremytrip, and was told that IMG's online system had crashed several weeks ago, and they could not predict when it would be back online. I was also told that once IMG's system was restored, there would be a long delay before my claim was processed since was growing backlog of claims.

Fortunately, I was able to obtain full refunds from American Airlines and the hotel, making an insurance claim unnecessary.

It is unacceptable for an American insurance company not to have a backup system in place in the event its system crashes or there is a hacking incident. IMG also was not willing to manually process claims while the their system was down. Insuremytrip, which apparently acts as a broker or agent, was not helpful in resolving the problem other than offering its sympathy.