IMG Travel Insurance Review December 2025: Perks and Drawbacks

IMG Travel Insurance: Quick Overview

IMG is best suited for international travelers requiring robust medical coverage, frequent flyers interested in annual plans, and adventure seekers or those with complex travel needs who can benefit from its extensive and specialized coverage options. The company boasts strong financial backing and 24/7 emergency assistance, but potential customers should be aware of inconsistent customer service, higher-than-average pricing, and a notoriously problematic mobile app.

Overall, we rated IMG Travel insurance 7.6 out of 10, which means it offers an acceptable service without major concerns. However, its score was just shy of earning it a spot on our list of the best travel insurance companies. That doesn’t mean it might not be right for you. Read more to learn about what IMG Travel Insurance has to offer. 

Key Strengths

• Massive variety of plans (60+ options) covering basically every travel scenario imaginable
• Strong financial backing with A-rated underwriters
• Solid medical coverage limits, especially for international travelers
• 24/7 multilingual emergency assistance

Key Weaknesses

• Claims processing can drag on way longer than advertised
• The mobile app is basically broken according to user reviews
• Pricing tends to run higher than that of competitors ‘
• Customer service experiences are wildly inconsistent

Who is IMG Travel Insurance Best For?

International travelers who need robust medical coverage, frequent flyers who want annual plans, adventure seekers heading to remote destinations, and people with complex travel needs requiring specialized coverage options.

IMG Customer Service

IMG’s main customer service line operates Monday through Friday, 7 AM to 6 PM Eastern Time. Outside those hours, you can still reach their 24/7 emergency assistance line, which is crucial when you’re dealing with a medical emergency abroad. The emergency hotline is toll-free from the U.S. and Canada, and they provide international numbers for overseas callers.

Average wait times hover around 1 minute according to consumer tracking data, which is reasonable compared to other insurance companies, where you might spend 20 minutes on hold listening to bad music. However, experience can vary wildly based on when you call. Expect longer waits on Tuesdays and Thursdays, with Friday typically being the fastest day to get through.

IMG offers support in multiple languages, which makes sense given its international focus. They have service centers in different time zones, so calling from Europe or Asia doesn’t mean you’re stuck dealing with someone half-asleep in Indianapolis at 3 AM local time.

Support Channels

You can reach IMG through several channels:

• Phone: Main line at (317) 655-4500, emergency assistance at 800-689-1896
• Email: [email protected] for general inquiries, plus secure messaging through the MyIMG portal for sensitive information
• Live Chat: Available through their website during business hours
• Social Media: They maintain active LinkedIn and Twitter accounts, though response times vary

The lack of accurate 24/7 customer service for non-emergency issues is notable. If you need to modify a policy or ask a coverage question on a weekend, you’re out of luck until Monday morning.

Customer Service Quality

This is where things get complicated. Customer service experiences with IMG are all over the map. Some people rave about helpful, knowledgeable representatives who went above and beyond. Others describe frustrating experiences with rigid policies, long response times, and representatives unable to resolve issues.

The most common praise centers around pre-trip customer service. Multiple reviews mention that agents are helpful when you’re buying a policy or making adjustments before departure. They’ll answer questions about coverage, help you understand different plan options, and process changes relatively quickly.

The complaints typically emerge during the claims process. Several customers report receiving conflicting information from different representatives, experiencing delays in receiving responses to claim inquiries, and hitting roadblocks when trying to appeal denied claims. Some mention getting stuck in email loops where their messages seem to disappear into a void.

Staff knowledge seems inconsistent. Some representatives clearly understand the products and can competently explain coverage details. Others read from a script and can’t answer questions that deviate from standard scenarios.

Issue resolution effectiveness is hit-or-miss. Straightforward situations, such as extending a policy or correcting a spelling error, are handled efficiently. Complex claims or disputes can drag on for months with minimal communication.

IMG Online & Digital Experience

IMG’s website gets mixed marks. The quote process is straightforward enough. You enter your trip details, dates, destination, and traveler information, then you’re presented with plan options. The interface shows side-by-side comparisons of different coverage levels, helping with decision-making.

Information clarity is decent but not great. The basic plan benefits are clearly explained, but understanding the nuances requires clicking through multiple pages and eventually downloading the full policy document (which runs dozens of pages of dense insurance language). The website would benefit from more precise explanations of what matters most to most travelers.

The purchase flow works smoothly. You select a plan, enter your personal details, provide payment information, and receive immediate confirmation. The whole process takes 10-15 minutes if you’re not agonizing over coverage decisions.

Policy management features are accessed through the MyIMG portal, where you can view documents, update personal information, track claims, and submit new claims. The portal is functional but feels dated compared to sleeker insurance tech platforms. It does the job without being particularly elegant or intuitive.

Mobile App

Here’s where things fall apart. The IMG Mobile app has serious problems according to user reviews. iOS App Store reviews paint a picture of an essentially non-functional application. Common complaints include the app repeatedly logging users out immediately after login, inability to add trips (which seems like a pretty fundamental feature for a travel insurance app), error messages that provide no useful information, and general bugginess that makes the app unreliable when you actually need it.

Android reviews tell a similar story, though there’s less detailed feedback available. The app lets you access your MyIMG account, view policy documents, search for healthcare providers internationally, and receive travel alerts. In practice, many users report that these features don’t work consistently.

This is particularly frustrating because having reliable mobile access to your insurance information is genuinely essential when traveling, and being unable to pull up your policy number or find a local provider because the app is broken defeats the entire purpose. IMG really needs to invest in fixing this, as it’s a significant weak point in their otherwise comprehensive service offering.

Digital Tools

Beyond the troubled mobile app, IMG offers some useful digital tools. The online claims filing system through MyIMG works reasonably well. You can upload documents, track claim status, and receive updates via email or text. It’s faster than mailing paper forms and provides more transparency than older systems, where claims disappear into a black box.

Document upload capabilities support standard file formats and allow you to submit receipts, medical records, and other required documentation directly through the portal. The system acknowledges receipt and provides a tracking number for your claim.

Policy document access is straightforward. Once you purchase a policy, all documents are available for download as PDFs through your account. You can email them to yourself or save them to your device for offline access.

IMG provides access to an International Provider Access database that lets you search for doctors, hospitals, and other healthcare facilities worldwide. This is genuinely useful when you’re abroad and need to find quality medical care. The U.S. provider network information is also available, though American providers aren’t included in the international database.

They offer some travel assistance resources, including country-specific information, pre-trip checklists, and safety tips. These are helpful but fairly basic compared to what you might get from dedicated travel planning resources.

IMG Customer Satisfaction & Reputation 

Learn how users are experiencing IMG.

Better Business Bureau

IMG holds an A+ rating from the BBB, which sounds impressive until you dig into the actual customer reviews. The company has been BBB-accredited since 2005, demonstrating a long-term commitment to maintaining that relationship. However, customer reviews on the BBB website tell a different story, averaging less than 2 out of 5 stars.

Over the past three years, IMG has accumulated complaints primarily focused on billing issues, claims processing delays, and communication problems. The number of complaints (around 15 over three years, according to available data) is relatively low given the company’s size and customer base, which either means they’re doing a decent job overall or that customers aren’t bothering to report issues to the BBB.

Common complaint themes include claims taking far longer than the stated processing time (some customers report waiting 4-6 months for resolution), difficulty getting responses during the claims process, denied claims with questionable reasons, and frustration with appeals that go nowhere. Several complaints describe situations in which customers felt they met all policy requirements but still had their claims denied on technical grounds.

IMG does respond to BBB complaints, typically within a few days. However, the responses often don’t resolve the underlying issues, leading to continued back-and-forth. The BBB marks some complaints as resolved when IMG has responded, even if the customer isn’t satisfied with the outcome.

Trustpilot

Trustpilot tells a much more positive story. IMG holds a 4.6 out of 5-star rating based on over 18,000 reviews, which earns them an “Excellent” designation on the platform. This massive review count suggests the Trustpilot rating is statistically significant and not just based on a handful of experiences.

Recent review trends are mostly positive. The majority of reviews come from customers who had smooth experiences purchasing policies, found the website easy to navigate, appreciated the coverage options, and felt the pricing was reasonable. Many reviewers specifically mention IMG’s medical coverage limits as a standout feature.

Common praise themes include an easy purchase process and clear policy information; good value for money, particularly for international trips requiring high medical limits; responsive customer service when making policy changes before departure; and peace of mind knowing they have solid coverage, even if they don’t end up needing to file claims.

The criticism that does appear on Trustpilot tends to focus on claims difficulties, with some users describing long processing times, confusing communication during claims, and denied claims that seemed valid. There are also complaints about the mobile app being unreliable and frustration with policy language being hard to understand.

It’s worth noting that Trustpilot reviews skew toward people who had good purchase experiences, since many write reviews shortly after buying a policy but before actually testing whether claims get paid. The real test of insurance comes when you need it, and there are fewer reviews from people who went through the claims process.

Reddit & Social Media Sentiment

Reddit discussions about IMG show a cautiously optimistic community. Users in travel and insurance subreddits mention IMG as a legitimate option for international travel, particularly valuing the high medical coverage limits. Several Redditors share successful claim stories, describing situations where IMG covered significant medical expenses abroad or reimbursed trip cancellation costs without hassle.

However, Reddit users also warn about potential pitfalls. Standard cautions include reading the fine print carefully because exclusions can bite you, being prepared for potentially slow claims processing, keeping meticulous documentation if you need to file a claim, and considering whether you need trip cancellation coverage or just medical coverage, since the medical-only plans are more affordable.

Social media sentiment on platforms like Twitter and Facebook leans toward neutral to positive. IMG’s official accounts show decent engagement, and they respond to questions reasonably promptly. Customer complaints posted publicly sometimes resolve faster than those handled through traditional channels, suggesting that social media pressure can help move things along.

Red flags across platforms include inconsistent communication during claims processing, questionable claim denials that seem based on technicalities rather than legitimate coverage issues, and a broken mobile app that hasn’t been fixed despite obvious problems.

Industry Awards & Recognition

IMG won a 2023 Travvy Award for “Best Travel Insurance Provider – Overall,” which provides some third-party validation of their position in the industry. Travel industry professionals vote for the Travvy Awards, so this recognition comes from travel agents and tour operators who regularly work with insurance companies.

They consistently rank on various “Top 10 Travel Insurance Companies” lists, though the methodologies vary and should be taken with a grain of salt. The company’s longevity (35+ years) and market presence suggest they’re doing something right, even if individual experiences vary.

IMG’s partnership with USAA has also earned it recommendations within the military community, which is notable given that USAA is quite selective about partners.

IMG Claims Process

The claims process is where IMG’s reputation gets complicated. On paper, they promise prompt processing. In practice, experiences vary wildly.

Filing Claims: The easiest way to file a claim is through the MyIMG online portal. First-time users need to create an account using their policy number, certificate number, or member ID. Once registered, you navigate to the claims section, select your policy, click “Submit New Claim,” and follow the prompts.

The online system guides you on what information is needed and lets you upload supporting documentation directly. You get a confirmation email with a tracking number, which you can use to monitor progress. This is significantly faster than mailing paper forms, which can add 1 to 4 weeks to processing time.

For travel claims (trip cancellation, interruption, delay, or baggage issues), you must submit them within 90 days of the incident. Medical claims have a longer window of 180 days from when you received treatment.

Required Documentation: What you need depends on the claim type. Medical claims require itemized bills from providers, medical records explaining the diagnosis and treatment, receipts for any medications or medical equipment, your passport or travel documents proving you were abroad, and sometimes a physician’s statement.

Trip cancellation or interruption claims need documentation proving the covered reason (death certificate, doctor’s note for illness, employer letter for work-related issues), receipts showing your prepaid, non-refundable trip costs, proof that you notified travel suppliers of the cancellation, and documentation of any refunds you received from suppliers.

Travel delay or baggage delay claims require a statement from the airline or travel supplier explaining the delay, receipts for expenses you incurred due to the delay, and your travel itinerary showing the original schedule.

Processing Time: IMG states they process claims promptly once all information is received, typically within 30 days. This matches their marketing language about quick claims turnaround. However, real-world experiences often don’t match this timeline.

Multiple customer reviews describe waiting 60 to 90 days for straightforward claims, and some report waiting months for more complex situations. A typical pattern is an initial delay while IMG requests additional documentation, followed by more delays. At the same time, they review the supplemental information, and sometimes even more delays if they determine they need yet more documentation.

Part of the problem is communication. Customers report not hearing anything for weeks, then suddenly getting an email requesting more information, then more silence. The lack of proactive updates leaves people wondering whether their claim is being processed or has been lost in the system.

Claims Approval: IMG doesn’t publish its claims approval rate, which is frustrating but typical for the insurance industry. Based on customer feedback, approval rates are reasonable for straightforward claims that clearly fall within covered reasons. Emergency medical treatment abroad, baggage delays with airline documentation, and trip cancellations for listed covered reasons generally get approved.

Denials tend to come in gray areas. Claims involving pre-existing conditions (even when customers believed they had coverage), claims where the timing of events doesn’t precisely match policy requirements, or situations where the covered reason is subject to interpretation often get denied. Appeals are possible, but they add even more time to an already slow process.

Payment Methods and Speed: Once a claim is approved, payment can be made via direct deposit, a paper check mailed to your U.S. address, or wire transfer for international customers. Direct deposit is the fastest, with funds typically arriving within a few business days of approval. Checks take longer, and wire transfers involve additional processing time and sometimes fees.

Some IMG plans work with certain international healthcare providers through direct billing, meaning you don’t have to pay out of pocket and then seek reimbursement. You present your IMG ID card, the provider verifies your coverage, and the provider bills IMG directly. This is incredibly convenient when it works, though it’s only available at participating facilities.

IMG Travel Insurance Unique Features

IMG brings some distinctive elements that set it apart from generic travel insurance providers:

Specialized Plans for Niche Travelers: Not many companies offer dedicated insurance products for missionaries, marine crews, or exchange students. If you fall into one of these categories, IMG might be your best (or only) option for appropriate coverage.

High Medical Coverage Limits: While many travel insurance plans cap medical coverage at $50,000 or $100,000, IMG offers plans with limits up to $500,000 or even higher on some products. This matters tremendously if you need serious medical care in an expensive healthcare market.

Global Provider Network: IMG maintains relationships with over 17,000 healthcare providers worldwide through its International Provider Access network. This can help you find quality care and access direct billing arrangements.

Teladoc Integration: Select plans include access to Teladoc telemedicine consultations, allowing you to consult with doctors remotely for non-emergency situations. This is particularly useful for minor illnesses where you’re not sure whether you need in-person care.

Adventure Sports Coverage: While it’s available as an add-on rather than included, IMG offers coverage for activities many insurers exclude entirely. If you’re planning to go skydiving, white-water rafting, or spelunking, this option might justify choosing IMG over competitors.

24/7 Emergency Assistance: Beyond just customer service, IMG provides actual emergency assistance, including help arranging medical evacuations, coordinating with hospitals, replacing lost passports, and dealing with travel emergencies. They have multilingual staff and service centers in multiple time zones.

Cancel for Any Reason (CFAR) Options: Available on select iTravelInsured plans, CFAR coverage lets you cancel your trip for literally any reason and still recoup 50 to 75 percent of your non-refundable costs. This flexibility comes at a premium price but provides peace of mind for expensive trips.

Annual Multi-Trip Plans: Frequent travelers can purchase annual coverage for multiple trips rather than buying separate policies for each journey. This can save money and hassle if you travel internationally several times per year.

Travel Intelligence: Some plans include access to travel alerts and country-specific safety information through the IMG Mobile app (when it works), providing location-based alerts about crime, severe weather, terrorism risks, and other threats.

Pros and Cons of IMG Travel Insurance

Pros

• An extensive plan variety covering virtually any travel scenario, from weekend trips to multi-year expatriate assignments
• Strong financial backing with A-rated underwriters provides confidence in claims-paying ability
• High medical coverage limits make IMG particularly suitable for international travelers visiting areas with expensive healthcare
• 24/7 multilingual emergency assistance with service centers in multiple time zones
• Specialized plans available for missionaries, students, marine workers, and other niche travelers
• Extensive international provider network with potential for direct billing arrangements
• Annual plans for frequent travelers can provide cost savings compared to individual trip policies

Cons

• Higher pricing compared to many competitors, sometimes significantly more expensive for similar coverage
• Claims processing frequently takes longer than the advertised 30-day timeframe, with some customers waiting months.
• The mobile app is essentially broken, with widespread reports of functionality issues.
• Customer service quality is inconsistent, ranging from excellent to frustrating, depending on who you speak to.h
• Communication during claims processes is often poor, with long gaps between updates.
• BBB customer reviews paint a much less rosy picture than the company’s marketing or Trustpilot ratings
• Policy documents are dense and challenging to understand without insurance expertise.

Our Verdict & Overall Score for IMG Travel Insurance

IMG Travel Insurance occupies an interesting position in the market. It’s not the cheapest option, nor is it the smoothest customer experience. However, for specific types of travelers, it’s your best choice.

You should seriously consider IMG if you’re:

• Traveling internationally to areas with limited or expensive healthcare infrastructure, where high medical coverage limits are crucial
• A frequent international traveler who can benefit from an annual multi-trip plan
• Planning extended overseas stays (study abroad, missionary work, expatriate assignments) requiring specialized coverage
• An adventure traveler needing coverage for activities that many insurers exclude
• Someone who values having 24/7 multilingual emergency assistance and an extensive international provider network

You should probably look elsewhere if you’re:

• Taking a basic domestic trip where your existing health insurance provides adequate coverage
• Prioritizing the absolute lowest price over comprehensive coverage
• Someone who needs reliable mobile app access to policy information while traveling (consider Faye)
• Looking for quick, hassle-free claims processing with consistent communication
• Taking a short, low-cost trip where the insurance premium seems disproportionate to the trip cost

About Our Methodology

We use a weighted scoring system for travel insurance reviews. We compared 20 companies on key factors, including their travel insurance rates, to inform our ratings. Once we scored each company, we applied a curve based on the best overall product.  Here’s what we look for:

• Financial Strength & Solvency: 20%
• Affordability & Value: 15%
• Customer Service: 20%
• Online & Digital Experience: 10%
• Customer Satisfaction & Reputation: 20%
• Claims Process: 15%

How IMG Scored

• Financial Strength: 8.5/10
• Affordability: 6.5/10 
• Customer Service: 6/10 
• Online Experience: 5.5/10 
• Customer Satisfaction: 6.5/10 
• Claims Process: 6/10 

You can learn more about how each company scored and what curve was applied here:  Travel Insurance Reviews.