Travel Insurance Reviews for International Medical Group

Our trip in March 2020 was interrupted due to water service being suspended in Cairo due to overwhelming rains. We were told that we were not covered for this since we were already on our trip. A few months ago we were contacted by IMG and told we could file a claim. We were lucky that we had kept all of our emails and receipts from our travel company and airlines. After many emails sending materials requested by IMG they reviewed our trip and we thought we received a very fair settlement for the portion of our trip missed. Knowing the process now, we will look at IMG for our next trip.

Purchased this plan because it would cover preexisting conditions. Had to cancel my March cruise on Doctors orders not to travel after change in my medical condition. I have been fighting with this insurance company for nine months and the still have not payed my claim. The keep losing my Medical record documents that the doctors office send them and they are asking for records for 60 days prior to when the insurance was purchased even though my Doctor sent them a note that there are no medical records for that period because my health was good then. They say they cannot reach my doctors office on the phone when my Doctors office says they have not called even thought the doctors office has been waiting for there call. I would never recommend IMG iTravelInsured or use them again.

Overall, I was sort-of satisfied with this policy; most of the expenses we incurred as a result of sickness while traveling were reimbursed promptly, but unexpectedly not all.

After checking in for a transatlantic flight at the end of our long weekend in Barcelona in December, I became so sick I could not (didn't want to - and nor would the airline have wanted me to) board the aircraft; on the advice of airport medical services I was hospitalized. After many hours and many tests, I was cleared to travel 48 hours later. The Sickness section of this policy covered the ambulance, all direct medical expenses and two hotel overnights for recovery. The Trip Interruption section covered the cost of new airline tickets. Surprisingly, though, none of the other approximately $320 expenses resulting from my sickness (e.g. taxi from hospital to hotel, meals, replacement airport bus tickets, additional parking fee for overtime days at US airport, basic clothing (our baggage had been checked and could not be retrieved quickly) - none of which were pre-paid) were covered.

We're experienced and very moderate travelers. $320 is not a big deal for two adults for two days. Nevertheless, I wanted to check whether this omission was accidental or intentional. If intentional, it is something that a traveling family (more people, possibly more time) should note. After checking with the insurance carrier I'm satisfied that they ruled correctly in accordance with their policies (a data breach and Covid-19 slowed down the review). Nevertheless, my common sense view is that these were unavoidable costs that most people would consider to be the result of Sickness, Trip Delay or Trip Interruption and thus covered.

The Bottom line - read the fine print of any carrier's policy VERY CAREFULLY to see if it meets your common sense expectation of coverage if an unexpected event occurs. You might be surprised. Would I use them again or recommend them? Maybe yes, but with my eyes wide open to the unanticipated hole in coverage.

We paid for Cancel for Any Reason coverage for a trip in early September to Scotland and Ireland that included our small group tour of Ireland and our nonrefundable airfare between Scotland and Ireland. When the Royal Tattoo was canceled due to Covid, we cancelled the airfare we paid for with American miles to allow other American customers access to those seats, but these airfares weren't part of our coverage. We hoped to still be able to fly to Ireland and do the tour. When we were within two to 3 weeks of our trip and Ireland still required a 2 week self quarantine because of Covid, we tried to cancel our small group tour. The tour company refused to give us a refund, but thankfully Viator did. In the end, we only filed a claim for the $200 Ryanair airfare from Scotland to Ireland which was nonrefundable. The claims department refused our claim despite our Cancel for Any Reason coverage because they said we were required to file the entire claim within 20 days of cancelling our airfare to and from Scotland/Ireland. I explained that we used miles for that and cancelled the initial flights hoping to rebook a flight to and from Ireland with miles if Ireland didn't have a quarantine at the time of our tour. They didn't care. We have bought insurance from them 3 times in the past 2 years. I asked them how it was good business to refuse a $150 claim that was the result of Covid uncertainty and lose a good customer. Again, they didn't care. We will never buy an iTravel policy again from IMG.

I was promised payment and have yet to receive it. Please contact them for me to see if you can help. They claim that their computer system has been down for these past weeks.
Later: After much effort on my part I finally got restitution. Case closed

The claim took a while, and you could not speak to anyone on the phone. All of my flights were cancelled by the airlines as there were mandatory quarantines in both the USA and our destination countries. I did receive refunds from the airlines but they refused to refund for the other prepaid expenses even though the airlines, and not me, cancelled the trip.

Had to cancel my trip for a surgical procedure. Contacting them was pretty painless and all of the follows were prompt. Instructions were pretty straight forward. Did have to submit additional than what I originally submitted but it made sense and was pretty easy to get. Took a bit longer to process because of Covid but overall excellent experience and I will absolutely purchase another policy from them.

My dissatisfaction with the claim and policy is complexity of the contract, written with an abundance of language that allowed my claim to be denied, all within reason, given the contract (20 pages). First reason given, no notice within 20 days of loss. I filed on grounds of employer canceling my vacation given the need for me to remain on duty (I'm a surgeon). The company stated that my loss occurred when the vacation was canceled. I filed 15 days after the date of return, assuming the loss occurred when trip would have been concluded; when all the arrangements were beyond salvage and when I had a chance to request all the refunds from airlines, etc. Second reason, some of the travel providers issued vouchers rather than refunds. There exists no way to use those as the trip was overseas, but the company considers vouchers to be refunds. Some of the vouchers expire before we will be allowed into those countries. The policy states "unused non-refundable Prepaid Payments or Deposits" will be reimbursed. I maintain that an unusable voucher is not a refund, since the definition of re-fund is to return my funds to me, not a promise for future travel. Lastly, I made what is a fatal error in changing my departure date by a single day without changing the policy. That apparently invalidates it. I may no longer bother with comprehensive insurance, and stick to medical only, as it appears to be an unnecessary expense given the myriad ways a claim can be denied. Although I shudder to think of the all the ways a company could escape paying a large medical claim.

Do not do business with this company! Truly the worst experience with an insurance company I ever had. The company denied my claim because: “United Airlines indicates the purchased airline tickets have a credit value that can be applied toward future travel. A credit is not considered a loss until the credit is no longer available for use. United has indicated the credit is valid for one year from the issue date. The issue date is November 20, 2019. Additionally, they have indicated change fees would be waived for these tickets if exchanged. In the event the credit remains unused and is not reissued prior to the expiration date, please contact iTI® at 866.243.7524 once the credit has expired for further claim consideration. Documentation will be required from the United Airlines stating credit has expired and was not used.”

This decision is not only at odds with public policy on corporate responsibility in an unprecedented business environment, but is incorrect for the following legal reasons:
1. I purchased non-refundable airline tickets for a trip that we preemptively canceled due to the Covid-19 Pandemic using the Cancel for Any Reason provision within our policy. Had we not taken these preemptive measures to protect our family and fellow world citizens out of an abundance of caution, we would have been entitled to a full refund of the airfare when the flight was officially canceled.
2. I was unable to find an explicit stipulation that a non-refundable airline travel credit must expire before a claim can be filed identified in the terms and conditions of my policy. Moreover, while the “loss” they referred to as basis for denial is not a defined term in my insurance policy, it is generally accepted that a loss refers to the monetary injury that results from the occurrence of the contingency for which the insurance was taken out. There is no situation that will occur to make non-refundable travel credits refundable. These credits cannot legitimately be construed as monetary currency, and as such we incurred the loss on the date we canceled the flights.
3. We specifically indicated on the Authorization form of our claim that we will not be using our airline tickets and included a copy of the electronic ticket confirmation which included the ticket numbers as appropriate. It is our expectation that the company would follow standard business practice and request the airline void any non-refundable credits pursuant to the claim and pay out on the legitimate claim submitted. We are absolute in our statement that we will not ever use these credits, as we do not plan to travel by plane at any time in the foreseeable future.

The Company denied my appeal without addressing the points noted above, instead citing general policy language regarding irrelevant terms, which explicitly construed were satisfied - very bizarre.

Claim including paperwork was filed four months ago in February. Missed connection due to weather. Claim was for hotel and meals. Simple. Still has not been paid... Terrible service.