IMG (International Medical Group)

THE worst insurance company in the whole world. I've never in my whole life, dealt with such a pathetic insurance company. They are the worst of the worst. They've got zero customer support. You can call them, email them, fax them, mail them. THEY will not reply. It's utterly pathetic. I even have no words. The short story. I have a claim with them. It took them 3 months to review it and come to a conclusion. Then they issued a settlement letter and supposedly issued a payment which never arrived. So for the past 2 months I've been constantly emailing them for them to issue the money. 2 months later, they haven't issued a settlement, and every time someone replies via email they say. " WE HAVE ESCALATED THE MATTER TO OUR BOSS" Well... they have been escalating the issue for 2 months to their boss and I still have no settlement in my bank account. This whole situation with them makes them look absolutely pathetic. It's been total 5 months. This company is absolutely unreliable and untrustworthy, stay away from them. HORRIBLEEEEEEEEE.

DO NOT PURCHASE! They denied my claim without further explanation. I purchased a CFAR add-on which they did not honor. And you cannot cancel policies purchased even it is well before your travel dates. They take weeks/months to review claims and appeals and do not provide explanation or reasoning behind denials. DO NOT waste your money here like I did.

Horrible experience in trying to settle a trip cancellation claim. Trip cancelled due to medically necessary spine surgery and they have been terribly unresponsive. Can't speak to a claims person because they are on the UK so all you can do is email. Claim has been in appeal process for 71 days and the email response I get says "Please note that appeal review can take up to 30 business days to complete, which may increase during busy times". This is so unprofessional and I definitely do not recommend using IMG!!!!

Pros: Quickly processed my medical claim. Paid fast. Cons: got lots of conflicting info on how to file a claim and what to do while sick. The deadline to submit kept changing. website says you can upload documents without using their online portal. Not true. You have to use the portal. The company should clarify that a network provider is necessary except in extreme cases and that unless you are hospitalized you must pay upfront. Their network of "English" speaking providers is nonsense. The provider I had to use had zero English speakers. The language barrier caused me prolonged illness.

I wish I could leave a negative review for this company. I travelled overseas and experienced a medical emergency that resulted in approx. $50,000 in medical bills. My claim was denied on the basis of a pre-existing condition. After two unsuccessful appeals, it wasn’t until I engaged a legal team and filed a third appeal—OVER TWO AND A HALF YEARS LATER—that they finally paid the claim. In my experience, it was an extremely frustrating and stressful process that I would not wish on anyone. Do not waste your time or money on this insurance company, as they will drag there heels and won't pay you unless you fight for it.

Unfortunately, IMG has been our insurance carrier for years. They do not reimburse expenses on time, nor do they cover expenses that should be covered according to their policy. It is a fight every time you make a claim. Their customer service is terrible and communication is just as bad. I have been waiting six months for reimbursement for covered expenses. If given a choice, I would recommend finding another carrier.

PLEASE NEVER USE IMGLOBALIMGlobal it`s Horrible!! I filed a calim in December for a car accident I was involved in while riding in a taxi on vacation in South America. January 15th aditional information was requested which I submitted from the hospital..it`s April 16th going into to May and there has been not a response from IMG Claims department. Their Customer Service keeps saying 5 more business days. This is a horrible company when it comes to settling claims.

I submitted a medical claim to IMG Global on September 13, 2024, for a simple hospital visit in Thailand (approx. 5,185 THB, about $140 USD). After more than 7 months, I received no reimbursement — only a never-ending chain of contradictory emails, repeated requests for documents I had already sent, and vague apologies. Initially, I was told the claim would take 30–45 days to process. That turned into silence, then redundant requests to “resubmit” the exact same invoice multiple times. In December, I was informed — for the first time — that I also had to complete a claim form that had never been mentioned in the previous three months of communication. I complied. In February, they claimed they were “just now receiving” the documents — again — and asked for a wire transfer form. I filled that too. Same story: confirmation of receipt, then another "please allow 45 days" message as if this were the first contact ever. IMG’s internal process seems either completely broken or deliberately obstructive. This has gone from incompetence to something that is dangerously close to fraudulent behavior. Either way, this has been a disgraceful experience. Eventually, I filed a formal complaint through the Better Business Bureau (BBB) in May 2025. Within one week of the BBB’s intervention, the claim was finally processed and I received the reimbursement — 8 months after the original submission. Despite all this, IMG still had the nerve to claim the delays were caused by my failure to submit documents, which is absolutely false — and blamed it on “high volume of claims” as well. If this is how they treat a minor, straightforward claim, I can’t imagine what happens with serious medical issues. I would never recommend IMG Global to anyone. This is not customer service — it’s a warning sign. See attached screenshots of official email correspondence from IMG Global, clearly showing months of delays, contradictions, and repeated requests for the same documents. The situation speaks for itself. Avoid IMG Global if you value transparency, accountability, and basic human respect.