Travel Insurance Reviews International Medical Group
For more than 20 years, International Medical Group (IMG) has provided international medical insurance, travel insurance, and service to the international community, with worldwide coverage, multilingual capabilities, international claims specialists, and 24-hour access to services. IMG provides medical security and peace of mind, wherever you travel.
Learn more about International Medical Group.
The trip included a
cruise
International Medical Group
iTravelInsured Travel SE
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.
Thomas R. would not
recommend this plan to a friend or relative.
9 of
9 people found this review helpful
The trip included a
cruise
International Medical Group
iTravelInsured Travel LX
extremely difficult to get info from for claim and very slow
Joseph A. would not
recommend this plan to a friend or relative.
3 of
3 people found this review helpful
-
Megan
Thank you for your feedback.
We would like you and our other customers to know all travelers that purchase a policy through InsureMyTrip have access to our Anytime Advocates® program. This unique program is designed to save our travelers time and money by contacting the travel insurance provider directly to smooth out any kinks in the claims process. The InsureMyTrip Anytime Advocates® will help any customer with:
Claims assistance
Receive expert advice on how to navigate the claims process and file a claim properly with your travel insurance provider.
Dispute resolution
Anytime Advocates® will check the status of a claim. If a claim is denied, an advocate will work on behalf of the customer to learn why or to help with the appeal process.Sep 11,2020
The trip included a
cruise
tour
International Medical Group
iTravelInsured Travel SE
Our trip was cancelled due to the whole Covid-19 pandemic. We therefore did not need to use the insurance and requested a refund. While it is true that our policy stated that no refunds unless canceled within 15 days of purchase, and we requested the refund after 15 days, these are extraordinary circumstances, completely beyond our control and through no fault of our own. Other companies, such as ALLIANZ Insurance are offering refunds to its customers despite contract terms to the contrary.
There is nothing we, as consumers, can do except choose to do business in the future with other companies. We of course will not use insuremytrip.com or United States Fire Insurance Company for any future travel or other insurance needs.
There is nothing we, as consumers, can do except choose to do business in the future with other companies. We of course will not use insuremytrip.com or United States Fire Insurance Company for any future travel or other insurance needs.
Myrabelle S. would not
recommend this plan to a friend or relative.
3 of
3 people found this review helpful
International Medical Group
iTravelInsured Travel SE
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.
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.
Tyler N. would not
recommend this plan to a friend or relative.
8 of
8 people found this review helpful
International Medical Group
iTravelInsured Travel SE
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
Also, very disappointed in Insuremytrip.com - they should be screening their companies better and stepping in on their client's behalf
David M. would not
recommend this plan to a friend or relative.
6 of
6 people found this review helpful
-
Megan
Thank you for your feedback.
Please see the response from IMG iTravelInsured:
"David, it’s IMG’s mission to be there for our members, which means listening to your feedback and making improvements to better serve you. We are sorry IMG did not meet your expectations; help us improve by sharing additional feedback. Please email us at [email protected] to start the conversation. "Sep 22,2020-
DavidM
Yes, an update is in order...almost 5 months to the day of filing the claim. IMG sent me a check...InsureMyTrip reached out to IMG to ensure they stepped up their customer service and the claim was properly paid. Would I use InsureMyTrip again? Yes...they really helped.
My feelings about IMG remain about the same, they paid because they had to and their options were limited...4 1/2 months lateSep 22,2020
-
The trip included a
tour
International Medical Group
iTravelInsured Travel SE
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.
George G. would not
recommend this plan to a friend or relative.
2 of
2 people found this review helpful
-
Megan
Thank you for your review. The insurance provider has issued the following response:
"George, it’s IMG’s mission to be there for our members, which means listening to your feedback and making improvements to better serve you. We are sorry IMG did not meet your expectations; help us improve by sharing additional feedback. Please email us at [email protected] to start the conversation. "
We also want to make you and your fellow travelers aware all travelers that purchase a policy through InsureMyTrip have access to our Anytime Advocates® program. This unique program is designed to save our travelers time and money by contacting the travel insurance provider directly to smooth out any kinks in the claims process. The InsureMyTrip Anytime Advocates® will help any customer with:
Claims assistance
Receive expert advice on how to navigate the claims process and file a claim properly with your travel insurance provider.
Dispute resolution
Anytime Advocates® will check the status of a claim. If a claim is denied, an advocate will work on behalf of the customer to learn why or to help with the appeal process.Jul 21,2020
International Medical Group
iTravelInsured Travel SE
Summary: Avoid. IMG refuses to cover what their policy says is covered.
Detail: I purchased IMG travel insurance for our March trip to New Zealand. The New Zealand government imposed a 2-week mandatory quarantine for all travelers coming in due to COVID-19 four days before our trip, so instead of touring the country in a camper we’d have to book brick and mortar accommodation (additional costs) and stay there for 2 weeks. We canceled the trip as a direct result of the New Zealand government imposed quarantine. We lost money on our camper rental (the rental company refunded only 25% of the costs), and local airline travel within New Zealand. Point 3 of the IMG policy Trip Cancellation section we purchased states the policy covers “Insured or Traveling Companion being hijacked, quarantined”.
I called IMG’s customer service. They told me there was no point in submitting a claim as it will be rejected, because my quarantine was caused by the COVID-19 pandemic. Their policy mentions no quarantine exclusion due to a pandemic or any other reason. If IMG want to exclude quarantine due to specific reasons – e.g. a pandemic – their policy description should state so. It doesn’t, yet IMG acts as if it did.
I’d give zero stars if I could.
Detail: I purchased IMG travel insurance for our March trip to New Zealand. The New Zealand government imposed a 2-week mandatory quarantine for all travelers coming in due to COVID-19 four days before our trip, so instead of touring the country in a camper we’d have to book brick and mortar accommodation (additional costs) and stay there for 2 weeks. We canceled the trip as a direct result of the New Zealand government imposed quarantine. We lost money on our camper rental (the rental company refunded only 25% of the costs), and local airline travel within New Zealand. Point 3 of the IMG policy Trip Cancellation section we purchased states the policy covers “Insured or Traveling Companion being hijacked, quarantined”.
I called IMG’s customer service. They told me there was no point in submitting a claim as it will be rejected, because my quarantine was caused by the COVID-19 pandemic. Their policy mentions no quarantine exclusion due to a pandemic or any other reason. If IMG want to exclude quarantine due to specific reasons – e.g. a pandemic – their policy description should state so. It doesn’t, yet IMG acts as if it did.
I’d give zero stars if I could.
Rene S. would not
recommend this plan to a friend or relative.
1 of
1 people found this review helpful
-
Megan
Thank you for your feedback.
Please see the response from iTravelInsured:
"It’s IMG’s mission to be there for our members, which means listening to your feedback and making improvements to better serve you. We are sorry IMG did not meet your expectations; help us improve by sharing additional feedback. Please email us at [email protected] to start the conversation. "Oct 13,2020
International Medical Group
Patriot International Lite
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.
Cathy Z. would not
recommend this plan to a friend or relative.
5 of
5 people found this review helpful
-
Megan
Thank you for your feedback.
Please see the response from IMG iTravelInsured:
"Cathy, it’s IMG’s mission to be there for our members, which means listening to your feedback and making improvements to better serve you. We are sorry IMG did not meet your expectations; help us improve by sharing additional feedback. Please email us at [email protected] to start the conversation. "Sep 03,2020
International Medical Group
Patriot International Visa
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.
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.
Jesse S. would not
recommend this plan to a friend or relative.
3 of
5 people found this review helpful
International Medical Group
iTravelInsured Travel SE
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.
Deborah M. would not
recommend this plan to a friend or relative.
5 of
5 people found this review helpful
-
Erin
We appreciate you providing feedback. We are sorry to hear your experience with IMG did not meet your expectations. The travel insurance industry has been experiencing an increased volume of inquires and claims due to the COVID-19 pandemic and have been trying their best to address all requests in the order in which they are received.
For any additional questions or concerns, please contact InsureMyTrip at 800-487-4722 where a licensed representative would be happy to assist you.May 01,2020
Please see the response from IMG iTravelInsured:
"Thomas, it’s IMG’s mission to be there for our members, which means listening to your feedback and making improvements to better serve you. We are sorry IMG did not meet your expectations; help us improve by sharing additional feedback. Please email us at [email protected] to start the conversation. "