International Medical Group
Reviews and Complaints

We bought travel medical insurance for our daughters' trip overseas. Unfortunately, they had medical issues on the trip. We paid out of pocket tens of thousands of dollars, but when it came time for IMG to pay us back, they have given us nothing but the runaround. Totally unresponsive and they keep making excuses. We have been forced to file complaints with the insurance regulators -so be warned before doing business with them.

First, the salesman sold us insurance that won't even pass the COVID requirements for entry. The letter they sent us for the health pass requirements didn't mention lodging insurance as required. When we called to amend this, the salesman was dismissive: "Ma'am you've asked me about that letter 3 times now..." His rudeness made us reconsider our business with him. To cancel the insurance, he directed me to another number. The new agent informed us that changes or cancellations required an email, with a 72-hour processing time, which was too close to our departure date.

It is Oct 8th, 2020. Claim refers to Nov 28th, 2019. Since January I have been reaching IMG multiple times. In between the system collapsed and they missed access to some data. Every time I called, a representative was telling a contradictory version of what was missing to the prior one as if none one them had the full access to my files. I have submitted correctly all the documents at the very beginning. At some point at June I called a representative that confirmed they have everything they need to proceed with a payment. He agreed to call my debt collector. The debt collector confirmed a call on June 23rd, when IMG representative promised to take care of the bill in its total amount within 3 weeks. After three and half months, the bill is not paid and yet, I have not received any information whether any document is missing (if any) or a payment confirmation. Absolutely unfair.

DO NOT BUY COVERAGE WITH IMG. Bought this insurance for 3 months of coverage last year (while I transitioned to live in the United States from Brazil). During those 3 months I suddenly needed to go to the ER because of severe abdominal pain, keep in mind I was a healthy 27 year old at this time, so this was alarming and unusual - definitely an emergency. They DENIED ALL MY CLAIMS, claiming preexisting conditions, and stuck me with about $6,000 in hospital bills that I have no easy way of paying since I was awaiting work authorization / my green card. Still dealing with these bills as of April . Such a waste of money and time. Also, since the hospital thinks I had legit insurance (because IMG used a plan through UnitedHealthCare) they are resistant to discount / wont discount my bills. I would have been better off without buying insurance, at least I would have gotten heavily discounted bills.

I really regret buying insurance coverage through this scam company IMG. After reading so many reviews here, i genuinely feel stupid for spending money with these scumbags. I bought insurance for my gf in Jan 2022 for a 5 month period. We were in Utah for a weeks trip in late Feb and needed to see the urgent care facility. They didn't accept the insurance copy from IMG. We paid the urgent care and *** pharmacy bills in cash. I've submitted claims in early March and it's been over two months now and there has been no action on the claims. I had sent an email asking about the claims processing to which they replied, it will take at least 30 days. It's been over two months now and there is no action yet. Not even a claim number has been generated. I called up a couple of times and they say our systems are frozen, please call some other time. I really don't understand how this company has been operating and scamming people for such a long time. It feels like a joke.

I've had policies with IMG for the last few years while living in Japan. I, fortunately, hadn't needed to file a claim until last year, and it was only for the $250 travel vaccination benefit. I went on safari in Kenya last year and needed quite a few vaccinations and boosters, which totalled over $1000, well over the maximum covered, but should easily qualify for the reimbursement of the $250. I spoke with a representative before my trip and she told me the process. After I returned I sent my medical info, receipts and explanations, and boarding passes to the claims department. It's been nearly 5 months and my claim still hasn't been resolved. Their site was down for weeks earlier this year and my only interaction with them has been them pestering me about renewing my policy. I'm obviously not going to give them thousands of dollars more when they still owe me money from a claim from last year! Absolute negative experience. I'd recommend everyone to avoid this company.

A scam that should be prosecuted by federal agencies and not allowed to continue their business by Complaintsboard.com. I entered my trip information on their website and purchased the most expensive and expansive coverage they had. After purchasing it, in the insurance letter there was no mention of Covid, even though it was right there before purchasing the insurance. I contacted their customer service, they replied after a whole "week". They said "Our Patriot plans do not cover *** at this time. It is scheduled for May." I don't even understand what this means. I have a screenshot of the plan before I purchased it and this is obviously false advertisement and a scam. Then I try to cancel the policy, and the only way to cancel is by writing an email. It takes the about "14" days to respond! And the guy just writes me one sentence: "Please note your request has been reviewed in accordance with the *** and there is no refund". I am not sure where this business is really being operated from, I have a strong suspicion not from the . It is a scam and it should be closed ***.

AVOID - "PLATINUM" SUBSCRIBER RECEIVED NO SUPPORT IN EMERGENCY. IMG has proven unavailable when I needed them and then unresponsive when I followed up. I reached out early in the pandemic, calling from a "hot spot" in northern Italy in early March. After waiting a significant time on hold (anticipated, not a problem) I explained my urgent need to understand my options with regard to evacuation, or if I were to fall ill how I should proceed, speaking with someone who told me they would call me back shortly after investigating further or, if I heard nothing in a satisfactory time period, I could feel free to call back. Then, silence... I never heard from anyone so repeated this process a couple more times before realizing I was on my own. Nobody I spoke with could explain my options to me, nobody ever followed up with me as I expressed my need for further information, and all my calls and emails since have gone unreturned. I have no idea what I paid for since the only time I needed my travel insurance, I got nothing in return except for some time on hold and some few conversations with uninformed representatives.

I entered information to purchase international medical insurance, received a quote, saved it on the website then emailed it to my myself and my employer. I opened the email a couple of hours later in order to make the purchase. Several coverages were quoted in my email and I decided to opt for the next level of coverage at its quoted rate. I clicked on the "buy" button and a higher rate populated. After several attempts to obtain my initial quote, I contacted the company via email and received a response asking for a reference number, however no reference number was included in my email from the website. IMG Replied with another email containing 2 reference numbers, which led to the higher quoted amount. -- When I telephoned a representative, he denied that a problem existed, saying I was mistaken, it was impossible. I offered to email him the quote sent to me and he refused - saying that I'd entered the wrong information, basically calling me a liar. The initial quote was false advertisement used to entice me to make a purchase. When I clicked on the 'buy" button, a higher rate populated every time. The representative with whom I spoke was extremely rude and obtuse. I initially thought to speak with another rep but decided if this is this was the type of employee hired, I wouldn't trust this company enough to do business with them.

Awful. IMG does not honor its contracts. Stay away from them! Last November , I bought a travel insurance policy (inclusive of the Cancel-Any-Reason clause) from IMG through InsureMyTrip.com for a trip with my wife to Italy, scheduled for June . Given the Covid-19 situation (my wife has a lung problem), I canceled the trip in April and filed the claim complete of the medical justification form completed by our doctor. After one delay after another, IMG just informed me that, because Covid-19 is a force majeure (according to them), they will pay at only the 75% reimbursement rate as required by the Cancel-Any-Reason clause, rather than at 100% for a medical reason. And, if I had not had paid for the Cancel-Any-Reason coverage, I would not therefore receive anything! Our friends, another couple with whom we had planned to travel, took out their travel insurance without the Cancel-Any-Reason clause from Nationwide. They canceled the trip at the same time, because the husband had a heart condition. They have been reimbursed already at the 100% rate for the medical reason. I have reviewed the travel insurance policy and I find no exclusion from payment for force majeure or act of god. I maintain that IMG is not honoring the contract and employing another one of they delay tactics, hoping I would accept their proposed settlement out of sheer frustration. I will file a claim with Small Claims Court, if I need to. I ma not giving up!

I deeply regret buying insurance from this company. A detailed review of my experience follows:1. For some context: I had to cancel a trip because a party member caught COVID before we left. I filed a claim citing their extensive COVID coverage and was denied. 2. (This part is important!) Their denial is predicated on refusing to recognize my party member as a "Travel Companion," as defined by their policy documents. However, their usage of Travel Companion does not match the written definition, meaning they do not follow their own policy documents.*** These documents are foundational terms and conditions, but if they cannot follow their own definitions, then how is anyone supposed to argue their case?3. I have continued to fight this denial. This denial came on January 19th. It is now March 10th and they continue to run circles, citing the same logic that I keep pointing out does not match with their definition.4. Perhaps most frustratingly is their customer service line. I have called their reps over a dozen times over the past 2 months. Not once have I gotten through (tried calling at all times of the day). Instead, I am routed to their answering service, which only takes messages. I've left over a dozen messages and not ONCE have I received a phone call. You CANNOT get in touch with a rep, it's impossible. And when you leave messages, they ignore you.If I can resolve this issue, I will update this message. But for now, I implore you NOT to trust this company's service.

THIS IS NOT AN ACTUAL COMPANY. They have never provided coverage for anyone, ever. No amount of research can turn up a single example. This business made it's profit off of me by collecting my premium and not providing service. I filed a claim while on vacation. It required so much paperwork that took about 16 hours and involved a process clearly designed to discourage people from filing claims because it was so much work. Despite pledging to respond within 2 to 8 weeks, they ignored the claim for 6 months until I harassed them enough that they finally paid attention to it. A month or two after that, they said NO. I read the long version of the coverage (100s of pages) and found out that unlike the services advertised, the actual circumstances under which service was provided were so extremely specific it is virtually impossible anyone would ever meet them. I filed an appeal anyway for at least partial payment. 4 months later (about a year after the initial claim at this point), they said NO again spitting back all this legalese at me from the absurdly specific criteria for coverage. They were right of course, I did not meet the criteria in the contract (despite the fact that the outline of coverage provided in the application said I would be covered.) However, I guarantee you that if anyone ever investigated this company to see if any customer has ever met the criteria of the paragraph in question, they would find that no one ever has. All documentation has been saved and I am willing to join a class action lawsuit against this company when the time comes.

I've bought insurance twice, the first time I never used it, and the second time I purchased international insurance for 1 month from June to July for my stay abroad. This time I used it after a hike and a bad allergic reaction to the local pollen. I called their customer support to inquire about medical services and they were very helpful, explaining the process. The support left a good impression until I filed my claim. I filed on 6/16 for $296.80 and never heard back. Initially, I thought they were processing it and I'd just have to wait for the refund, but after six months, nothing. I contacted support in December ; they admitted to losing my claim but promised to resolve it. A month later, they were less helpful, advising me to wait. In March, another rep tried to escalate the issue. Since then, silence. It feels like a scam. I offered to resend my documents, but there was no interest. A reliable insurance agency should process claims efficiently and rectify their mistakes, not ignore them. I'm skeptical about the company's willingness to fix their error, as it seems they prefer to exploit customers.

We had purchased Patriot America during my fathers US visit. He had to go to ER on 14th Dec 2019 because of shortness of breath. We went to an Immediate clinic , from there they referred us to another hospital. The bill is around 10k for just 5 hours in ER. When we started receiving bills to our address , we contacted IMG. And on April 27th we were asked to provide Claim Authorization form. We send it on the same day and received automatic acknowledgment mail. As months passed, there was no update and we started receiving more reminders from hospitals. The IMG site was also down for many days. I contacted IMG customer care and in Sep and they said they have not received the Claim Authorization form (I have proof of it delivered on April 27th in mail) . Hence I sent it again to them again on Sep 14th 2020. After that there were a series of mails where they said they have contacted the first clinic we went to for Medical records but have not received them yet and hence they cannot go ahead with the claim process. And they again requested a signed Claim Authorization form on Nov 10th. Now when I call the customer care, they say that Claim Authorization form was only received on November 12th whereas it was sent way back in April and then again in September. I also contacted the clinic from where they have requested Medical records and they replied they never got such a request from IMG. I have now made a request on behalf of the Insurance company for the Medical records. Meanwhile I am getting mails from hospital saying my bill is due and it will be sent to Collections Agency in December. Its been such a horrible experience. I only get the same answers when I call the customer care, i.e. We received the claim Authorization only on Nov 10th and hence it will again take weeks to process the claims. Also it seems no efforts were made from their end to get the medical records on time. I am not sure how I will be able to pay this hefty amount. We had taken Patriot America plan for 8 months while my parents were here. We would have never trusted them if I had seen these reviews.

A critical issue with IMG's short-term Patriot plans makes them unsuitable as a premium short-term medical insurance option for travelers. For peace of mind, avoid IMG. Reviews reveal frequent denials of claims for pre-existing conditions, which on the surface seems reasonable. However, IMG's contracts exclude any pre-existing condition, known or unknown, prior to the effective date. They denied my claim for COVID-19 during a business trip. I tested positive after arrival and later became severely ill, resulting in a hospital stay and $70,000 in claims, all denied by IMG as pre-existing. I was unaware of my condition upon arrival, making their denial based on a technicality. IMG's response to my appeal was delayed, and their reasoning was that I must have contracted COVID-19 before departure, classifying it as pre-existing. This leaves a coverage gap for the gestation period of an unknown illness, making the plans unsuitable for short-term travel. Despite being regulated, the legal recourse for bad faith is limited, and consumer protection laws offer little help. IMG's business model relies on avoiding payouts, a stark contrast to their advertised COVID-19 coverage and peace of mind. The cost of medical care necessitates substantial insurance, but IMG should be avoided for reliable coverage.

I purchased A Patriot travel insurance for my trip abroad. During the trip, I injured myself and upon visiting the Doctor (12/22), I filed a claim for $2757.40. Since then, I've had very poor communication and transparency in the process. Over the entire communication timeline, I received only one letter requesting more information. We called multiple times and after several attempts, received an additional claim form on Jan 25th, 2021, to which we promptly responded on Feb 4th. A month later, I finally reached them and was told they were waiting on medical records from the provider and I didn't need to do anything further. After months of trying to contact them, on Feb 5th, 2022, they informed me they were still waiting on the records. I obtained the records myself and sent them on Feb 5th, 2022. After another two months of silence, I kept emailing and calling. I kept reaching their customer service who noted my information and promised a callback, but I never received one. Finally, on April 25th, I spoke to someone who informed me that the claim was denied on Feb 24th and I was past the 60-day appeal period. Moreover, they deemed it a pre-existing condition without evidence. The doctors' notes and medical history show no record of a pre-existing condition. This has been an incredibly frustrating and disappointing experience.

On December 27, I purchased an international travel insurance with IMG Global for coverage in Lebanon. At the time, I trusted websites for this company but it is clearly a scam or a shell company. Shortly after purchasing, their systems and website went down along with any phone numbers to reach the company to. I would call and it would hang up automatically. Upon experiencing this, I realized this wasn't a reputable company and decided best to cancel. My first email for cancellation per their guidelines was about 3 weeks ago. I sent to their [protected]@imglobal.com email. However, I only got generic canned responses. This has happened, once, twice, three times, four, five, and six. After this, I decided to call their customer service number and spoke to someone who said she would solve my cancellation that same day but she never called back or sent me an email. It was straight silence from this company. I went online to start a chat with a person on their website but all they said was to call them to cancel but as stated before, no one is of help. I am starting to worry as I am concerned that I could have trusted an insurance company that was to protect me during my trip. Should I have had an emergency, clearly I would have been at a loss. Therefore, I filing this complaint against the company for their false advertising and lack of customer service that is quite scary to think for an insurance company. I have now found the emails of several senior leaders within the company and have emailed all of them hoping someone will solve my issue. I am trying to cancel this insurance before the policy kicks in this weekend.

On behalf of my wife, we lodged an appeal with IMGlobal regarding their response to a medical bill. This bill pertains to the date of service on September 25, when my wife underwent a double mastectomy to treat breast cancer. Due to COVID-19 restrictions, the surgery was performed, and she was discharged on the same day, which is not typical for such a procedure. IMGlobal processed a payment of $300 for a bill amounting to $5,390, which covered pathology services during the surgery, treating it as an outpatient procedure. We submitted an appeal on September 10. After receiving no response, I sent a follow-up email on December 22, and only received an automated reply asking for 14 days to process our query. To date, we have not received any further communication. I have contacted them again today and informed the medical provider about the appeal. However, we are now getting final notices from the provider, indicating the bill may soon be sent to collections. Given that the surgery was essential for preventing cancer spread and avoiding more extensive treatments, I urge IMGlobal to fulfill their obligations and cover the bill as promised to my wife, the policyholder.

I purchased the Patriot Platinum International plan on July 14 for our honeymoon travel, effective August 18 and expiring September 14. On Wednesday, September 15, I submitted a claim in the amount of $168.45 to IMG Global for reimbursement for health services received on August 22nd (pharmacy on 8/23 and 8/24) while on vacation. One month (Oct 16th) following this claim submission, I followed up with their customer care email to find out what the status of my claim was as I had not received an explanation of benefits or a request for more information. I was told to follow up on Oct 30th if I still hadn't heard anything. On Oct 31st I sent another email asking for the status of my claim, and was told on Nov 14th that my claim was still processing and they needed more time. I have since followed up several times via live chat, phone call, and email form on the status of my claim and have been told that it has been escalated twice now, but I have not received either an EOB or a request for more information. As of today, in the online portal under claim details, it says my claim is still "waiting to be processed." My most recent communication with IMG was via chat on Feb17th where I was told that my case was escalated and that I would receive an email follow up. Prior to that I had called on 2/8 and 2/14 and was told someone would call me back (on 2/8 I was told within a week, on 2/14 I was told within 24 hours). At this point, I believe IMG is acting in bad faith for refusal to process my claim in a timely manner as it has now been five months since my claim was submitted and I have not received an EOB or request for more information. The promises to follow up with me have also not been acted on.

I have taken IMG Global's comprehensive Patriot America plus last September . After the doctor visit for a wrist pain from accidental twist during household work the doctor's office submitted claims and IMG denied the claims within few days without contacting the service provider's office with a note that they need a full medical report. I contacted the doctor's office and they said they can submit the documents again but that will be double claim and usually insurance calls them for further clarification/documents which IMG never did. Then IMG went out of service due to server debacle for three months! After 3 months of continuous contact IMG gave me two different address to send the medical record directly by the service provider yet they did not contact a the service provider at all. Doctor's office sent the medical records to IMG which they did not receive in the next one month, but they keep saying that both the address is correct. Finally, they give me a fax number where the doctor's office sent the full medical record and sent me the record of successful fax. Then IMG told me they received the documents and will need 45 days (!) for claim resolution. Another 50+ days passed no update and my online account was not active anymore. After calling them again (already 9months from the doctor visit!) they told me that they denied the claims due to pre-existing conditions. How can a wrist pain from an accidental case be a pre-existing condition? After asking the question over the phone, the customer service person emailed me (for the first time!) the explanation of benefits and suggested me to mail them a written appeal for my claims. I would like IMG to consider how this can be a service for insured persons? And how my condition can be a pre-existing condition?

Summary: IMG insurance kept deferring processing my claim and reimbursement. It has been more than three months since I filed my hospitalization claim for rectal bleeding. The claims process has been inefficient, even though the front-line staff were courteous. When I first filed a claim on November 25, the case manager instructed me to send IMG Customer Care the claim via email. On December 27, I followed up with customer care via email. They responded with a generic email without a status update of my claim - or even assigning me a claim number. On February 3, I called IMG insurance and the lady on the line mentioned that their internet is down and was unable to provide status updates of my claim. I asked if she could look up claims using the membership number. She abruptly ended the call. Nothing was done. I followed up again on February 12, same result - lady told me to call back "next week" and said they don't know when the system will be up and running again. She could not even access her IMG email inbox. I tried not to give up - hoping the IMG Portal would be fully restored. But alas no luck. Called them on February 18 - same result. This time the representative actually admitted the system was down due to a cyber incident. I called again on February 28. To my disappointment, IMG staff were still waiting for system to be restored. Everything was basically halted. The membership portal was partially fixed. In fact, the first few things that were brought back up were marketing/sales pages and billing. On March 3, IMG charged me for premium despite weeks and weeks of downtime and lack of claims service. After more than four months, I still haven't received my reimbursement. IMG is not a reliable insurer. They failed to fulfill their promise to pay within 4 to 10 weeks of processing time - in accordance with industry requirements. I'm looking to escalate my case to Complaintsboard.com or small claims court.

On July 8 I purchased a international insurance policy from IMG Global for $423.11. This would be to cover medical emergencies shall they happen while I would be travelling. The insurance was active as of August 4 and valid for 1 year. Tragically, on November 8, I suffered a motorcycle crash, went to the hospital in *** and was treated for a broken foot. The claim with the insurance with all supporting documentation was filed the next day on Nov 9. IMG automated email stated it would resolve the issue within 1 month. After 1 month, I hadn't received anything so I called and was told it would be 30 business days (contradicting the email). After 30 business days I attempted several email and calls and only received dead ends from the emails and an answering service from the phone that never called me back. Finally around 45 days I was able to reach an agent and they told me it would be the end of January when I heard back. Also attempting to email at the same time, with little success. In one email I received in early January from a question I posed a month earlier, they requested backup documentation and I stated everything had already been submitted that they were requesting, but for ease, I went ahead and attached it to the email. I never received a response back from that. After the last deadline in late January I requested IMG cancel my policy and refund my premium; they stated since I had filed a claim (regardless that it hadn't been paid) that it is not possible to cancel. I have all supporting documentation required to receive my money from the claim, and IMG has outright and illegally, ignored my claim. At this point, I do not want the claim money back, I am requesting a full refund of my premium (not pro-rated because IMG does not honor claims, so it wouldn't have mattered when I filed my claim). I'm requested help from the Complaintsboard.com on this matter as I am not able to further pursue conversation with IMG.

I want Complaintsboard.com to help me with a Billing Adjustment situation regarding IMGlobal Medical Insurance. I got IMGlobal medical insurance on 07/02 for 3 months. I renewed my contract for another 3 months on 09/30. (IMGlobal Insured ID/04/21) I received medical attention including X-ray images and drug prescription for a back injury on 07/31 at a provider within IMGlobal's network. I received an Explanation of Benefit letter from IMG (dated 10/05) acknowledging the charges ($430 for office visit, $314 for x-ray exam) and requesting additional information to process the payment. The letter stated, 'We are awaiting additional previously requested information from the member. Review can continue once information is received.' No such previous request was made. It also mentioned that a Completed Claim form was required to reconsider the charges. Claim# [protected] Status: ADDITIONAL INFORMATION NEEDED Claim# [protected] Status: ADDITIONAL INFORMATION NEEDED This information is also under 'My Claims' on MyIMG webpage. Meanwhile, I received a bill from the provider (10/18) for the total cost of the visit ($744.00). I haven't paid anything. For the last 3 days, I've been trying to fill out a NEW CLAIM FORM on IMGlobal's webpage as indicated in the Explanation of Benefits. I haven't been able to submit the claim because when I reach the provider's document page and upload the documents for my Claim, I click continue and receive an error notice. I tried uploading documents in different formats but received the same error notice. I have saved the Draft Claim in Progress and now get the 'error' notification after clicking continue on the first page of the form. When I call the listed number for assistance, the call ends when I press any number on the dial menu. Please help me solve this.

I filed a claim for reimbursement for covered outpatient medical services (no pre-existing condition) on Nov. 25, 2021. Later, upon realizing that I had mixed up my routing vs. account numbers on the direct deposit form, I sent an updated form and notification email on December 10. When I later checked the status of my claim after the start of the new year, I discovered that there was no record of my claim ever having been submitted. I emailed and contacted somebody and finally got my claim going through the system (as far as I was told). The last time I spoke to somebody at *** (I had to go through the sales line in order to speak to somebody), I was told that he could see my claim was in process, and that was as much as he knew. That last call was over one month ago. As of Mar. 9, 2022, the claim has still not been paid and is not showing up on my member account on the *** website. I've tried calling the company several times over the past 4 mo., every time not being able to reach a human. The last time, I stayed up late in my time zone to call in the middle of ***'s business hours at 11:30am ET -- my call was answered by a representative from an answering service who told me she did not actually know the operating hours of the company and had no idea when I could call to get through to a live person. Despite being told on two occasions that I would be called back, my messages were never returned. Similar to calling on the phone, on the chat feature on the member portal, it's easy to get to someone live on the sales team but nearly impossible to get someone in customer service. I just reached someone for the first time last night, after 2 hours of engaging with the chatbox and being bounced back to the bot at the starting point over and over again.This company is proactively selling new policies while not following up on its responsibility to compensate for covered claims as the contract stipulates. It's negligent at best and fraudulent at worst.

My family purchased an IMG travel insurance policy. We had a trip planned with a cruise. We arrived a few days before our cruise; however, someone in our party tested positive for Covid-19 (Everyone in our party tested negative before arrival). We thought we were in good hands because we purchased insurance from IMG. We contacted a representative before making any decisions to ensure we were covered and followed their guidance. When we returned, we filed a claim, but it was denied. They claimed that the cruise line's terms and conditions state we should get our money back - we are currently disputing this. Additionally, IMG doesn't want to cover our quarantine lodging expenses. According to the policy's Trip Interruptions section, coverage should apply for certain listed circumstances. One of the first listed reasons for coverage is being quarantined. We bought this policy for our family of 8, and it's ridiculous how they declined our claim. Getting a response takes 2-4 weeks, which worsens the situation. They are not willing to cover anything, not even lodging, although a representative had previously confirmed they would cover reasonable accommodations due to quarantine. We are out over $2500 in just lodging, and at this point, any reimbursement is better than nothing. However, it's seeming more like a scam - they collect your money and won't pay out, then take weeks to reply. We have also sent them our receipts, card statements, doctor's notes, and negative test results.

Policy number *** I submitted a claim to IMG three months ago. I waited patiently thought the following: while their systems were down, when I couldn't log in and then had to change my password, while i was on hold for an hour with the phone number listed on their website whilst never reaching anyone. In early February, I finally received an email responding to one I had sent two weeks earlier asking what the status of my claim was. The response was to wait. In mid March, I received a response to an email I had sent weeks before telling them I could not upload my trip cancellation costs in addition to the original medical claim via the claim page on the website. I was told to submit it via email which I did. In mid April, I get an email from a company I have never heard of (iTravel) saying that I need to send another claim through their website. When I responded that I had already submitted everything... they said they had no record of it. I subsequently sent my policy number, the screenshot of the claim on your website and I have heard nothing in response. What is going on here?. I am going to submit a fraud claim to the complaintsboard.com that someone bought a claim from you and then you passed it on to some subsidiary that pretends to know nothing. I am owed more than $4,000! My one year old son became extremely ill in January while on vacation in Antigua. We had to take the poor kid to the hospital and sat in the ER the whole night and were not permitted to fly after that resulting in cancellation costs. I submitted the hospital report, the doctors records, dated fit to fly etc, bills, invoices, everything. This was all pre Corona pandemic. I checked my claim status today and everything was DENIED due to error code 320 (something about bank exchange rates and P06 (never got the medical records) It is a total lie, I have the download of the claim with all the records from their very own site.They also never addressed the reimbursement of the trip cancellation costs associated with the no fly rule from the doctor. I SUBMITTED EVERYTHING. this company is a SCAM.

We have been insured with IMG for a total of 5 years. While visiting California, on May 20, I had a doctor's appointment because of an infected finger. During the visit, the doctor listened to my heart and said that it didn't sound normal. He immediately did an echocardiogram on my heart and diagnosed severe mitral valve regurgitation and that I needed the mitral valve repair. That day I called IMG claims and told them what was diagnosed and asked if I was covered for this medical procedure, they said yes, after our deductible was met ($5000) we have 100% coverage in-network (all procedures were done in-network) The next week I had another rest echocardiogram and a stress echocardiogram. The hospital called IMG to confirm coverage and was told that I was covered 100% after the deductible was met. The cardiologist informed us that day that I had severe mitral valve regurgitation and I would need open-heart surgery. Upon hearing this, once again we called IMG and told them what I needed and again they said that it was covered 100%. From there we had numerous visits with cardiologist all of which informed me that surgery was needed as my life expectancy was not good. Every time we visited a doctor or a procedure was done, the doctors/hospitals called IMG to make sure I was covered. Every time IMG said yes. On June 27, I had open-heart surgery in Redwood City, California. The mitral valve was repaired during the surgery. After paying our deductible, we started getting Explanation of Benefits from IMG stating that our maximum benefit had been reached. I called IMG and spoke with Carol in claims asking what this meant. She said she didn't know but would check. Several minutes later she told me that this was a pre-existing condition and that only $5000 would be paid out. I told her that I never was told about this in over 30 calls to IMG prior to my operation plus was never informed of this limit over the 5 years we have been with IMG. Carol said that they should have told you and that I should file an appeal. After our call we still didn't understand so we called IMG again and spoke with Shawn in claims who told us that it is not a pre-existing condition problem because we were covered for the procedures and never offered a rider, but that the claims coming in where detailing severe mitral valve regurgitation and the claims processing department were just being nitpicky. He said that we needed to file an appeal and provide letters from doctors stating the condition and procedures. We submitted to IMG the Appeal on November 7. Within their policy, it states that they would respond to our appeal no later than 90 days. It is now going on 6 months and we have not had a response to our appeal. I've called every week since the deadline on February 7, to seek information on the appeal. Each time I get the same response that IMG is still processing the appeal. We have bills totaling close to $500,000. We are getting calls from billing offices wanting payment. This has been very frustrating, to say the least.

At the end of my peace corps service in May , I enrolled in IMG Global's First Health Network short-term insurance plan for three months. During this time, I went to the urgent care center of a hospital I found on First Health's website that was listed as in-network. The hospital visit was in June . In August , I received my EOBs from IMG Global, which stated the amount paid by IMG Global and the lesser fee sent to the hospital. Between August and October, I contacted Peace Corps' Post-Service doctor to receive a new authorization form for medical conditions that arose during my service, because the doctor had to notify the insurance that my medical condition was related to my service before they would provide coverage. I spent a month and a half speaking to IMG representatives and the hospital, until I finally received confirmation in November that my coverage had been updated, and received updated EOBs. On the updated EOBs, there was a lesser fee noted that the hospital was supposedly responsible for covering. However, when I contacted the hospital, they said they would not pay the lesser fees on the claims because they didn't hold a contract with IMG Global (First Health Network). I spent countless hours calling and speaking with IMG representatives, all of whom I had to re-explain my situation every time. Finally, I ended up being participant to two conference calls between IMG and the hospital's billing department about the unpaid amount. The first conference call was on December 5th, during which the IMG representative was claiming they did hold a contract with the hospital, while the hospital was stating that they did not. Ultimately, the IMG representative took note that they were not in fact contracted with the hosptial, requested a freeze on my account, and told me they would be in contact with updates. I called IMG again two weeks later because I never received any contact from IMG. The new representative told me my claims had been elevated, but not resolved because the representative that assisted me during the December 5th call had since then resigned (apparently she didn't make any report of our conference call before resigning). The new representative told me they were going to prioritize my account and try to contact me within 5 business days with updates. I called IMG again a week later because once again I never received any contact, despite being promised a 5 day waiting period. Once again, I had to explain the entire situation to a new representative, and afterward she arranged a new conference call with the hospital. The hospital's billing representative relayed the same information as the first phone call, and ultimately we all reached the same resolution as we had during the first conference call. This third IMG representative told me they would look into the matter and get back to me the next week...this occurred on January 15th. I waited one whole week before calling again, and sure enough I received no new information from IMG Global regarding my unresolved claims. I called back on January 27th, and received notice from this IMG representative that they're systems were down, and to call back periodically. Between January 27th and today (February 12th), I have called periodically only to receive an automated response that their systems are down. For over two weeks, they're systems have been down! What is going on! I am fed up. I have expended so much energy to resolve these claims that have been open since August . I have remained courteous and patient with the countless representatives that I've had to explain my claim situation to, and yet each time they give me an empty commitment that they'll look into it and don't.

I have been a loyal customer of IMG Global since August . I purchased an insurance coverage called Patriot America from IMG Global that is supposedly underwritten by United Health Care. I have extended the coverage twice until August . On January 22, I experienced an accident resulting from exercising in a gym; I was doing cardio, and jumped in the air while attempting to kick. I landed with my left foot hitting the mat first with all of my weight, which caused my left patella to dislocate. An ambulance took me to the ER. Subsequently, I had to meet an orthopedic, take MRI scans, walk on crutches and have my left leg immobilized, and ultimately go through physical therapy. I confirmed with IMG between each different provider to make sure I was covered, and the answer was always Yes, unless I had to go through surgery, which would have required pre-certification. I furthermore confirmed with IMG that Physical Therapy was indeed covered for unlimited visits as long as I had a Physician's Order provided, which I did. After several months from the accident, no claims had been processed. I had to reach out to the customer service several times. To my surprise, IMG informed me that they had been shut down in January. No explanation was provided. I found out later when doing research, that IMG had a data breach, which I, a customer, was never informed of. That by itself is very concerning and unethical. In April, IMG finally started processing my claims. However, they denied all of the claims because they needed more information. Again, after talking to an IMG representative, it only then became clear that they needed additional claim and questionnaire forms provided by me personally, on top of all available medical records. Luckily, I held my ground and told the representative to do their job and get a hold of the required medical records as I had already paid my premium and deductible in full. At that point, the co-operation was satisfactory from IMG, thank you for that. Months later, after trying to expedite IMG to process the new information and reprocess the claims, all of the claims were yet again denied. This time the reason stated that my condition was not covered. The reason code was 041 for every claim, so I called IMG to inquire about this. Turns out that 041 is an exclusion that doesn't cover accidental hair loss. It became clear to me, that all this time, IMG never really took the claims seriously or in a professional manner. So, naturally I insisted some insight to this charade, and finally I got a revised answer from the IMG representative over the phone claiming that Physical Exercise (as filed in the claims from my physical therapy) was not covered as it is not the same as Physical Therapy. This right here, is obviously nonsense. As I offered my disagreement and remained unsatisfied, the customer representative then promptly stated that all claims are denied because of exclusion 027. According to her, my plan does not cover injuries from "collision sports". I then took the liberty to explain to her that 1. I was not participating in "collision sports", and that such claim does not have any grounds on refusing to serve your customer as an insurer. I was then told to appeal, which I already did. Some of my providers have appealed as well. My university is luckily willing to help with any legal procedures. Naturally, I was and still am furious for all things considered. Non-existent coverage, very poor co-operation, and unacceptably long processing times. A fancy looking insurance coverage that lists all benefits and coverage that should apply to my condition, and yet I am left with thousands and thousands of dollars in unpaid claims. No matter what, all the claims were denied, every time, always for new reasons. Even after providing the required information that had been confirmed to be received, claims were still denied under the same reasons. Strictly unprofessional. I had a good feeling about the company when I purchased the policy, and when I talked to a customer service representative for the first time, but it seems that it is nothing but misleading advertising with no actual benefits. For the record, I believe that businesses that sell products (especially policies) for foreign people in the United States, should follow basic ethical practices, and not mislead the customers into buying non-existent products.