We filed a claim 9OCT25. After seven phone calls we were told they had enough info and were "expediting" our claim. After three more phone calls we were told we needed a claimant statement of medical fitness to travel as of the purchase date which we provided.
The IMG "claim detail" page has been erased. They have yet to provide a decision three months later.
Squaremouth is now investigating.
Posted by
Baltimore, Maryland, USA
429 posts
I had a positive experience with IMG submitting a claim in September for a travel disruption in August. I submitted the claim on Sept 3 and had the money deposited to my bank account by Sept 27. I was very satisfied with their service.
Posted by
Coeur d’Alene, Idaho, USA
16614 posts
Welcome to the forum!
IF you live in the US and once Squaremouth has finished their investigation if you are still denied a legitimate claim, consider contacting your state's Insurance Commissioner. They will sometimes investigate and be able to shake things loose, so to speak.
Posted by
Charleston & Birmingham
5134 posts
I agree with Pam about contacting the appropriate state government agency. I had a problem with a phone company saying I was overdue when I have never ever been a customer of theirs. Apparently they let someone open an account in my name without verifying the person's identity. I got nowhere with the phone company but when I notified the state consumer affairs division, it was amazing how quickly it got fixed.
Posted by
31 posts
I am having a similar experience with IMG. Filed a claim in mid-December. I had to email customer service to shake loose even a basic acknowledgement that the claim is processing. I will call IMG and also notify Squaremouth, which is how I found IMG. Good luck to you!
I am about to purchase insurance for another trip and will certainly not be choosing IMG again.
Posted by
OP
2 posts
After 3 months+ and an appeal to Squaremouth and my social media campaign of reviews on Facebook and Instagram IMG has finally agreed to settle our claim. I think Squaremouth should remove IMG as an option.
Posted by
31 posts
Following up on my Jan. 25 post, I finally heard from IMG this past week (6 weeks after I filed the claim) that they were reimbursing me only for the money I paid the tour company; they have deposited the money in my account. They did not pay my claim for airfare, but I wasn't surprised, as I had been unable to obtain complete documentation from Virgin Atlantic despite a handful of attempts. So I contacted VA again, got an efficient agent, and finally received the necessary document today. I immediately filed another claim with IMG and received the promised initial acknowledgment within hours (which had not happened before). So . . . fingers crossed.