Travel Insurance Reviews for International Medical Group

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)

We insured a long-anticipated tour of Turkey and had to cancel our trip because I needed an unexpected coronary bypass. We have been sending documentation and asking what else they needed for 3 months and have never gotten any explanation why we have NEVER received reimbursement. Looks like they just hope we will give up and go away. Fortunately, our non-refundable flight was insured with the booking agent and they paid right away. This was more expensive, but apparently a better option!