ComplaintsforInternational Medical Group, Inc.

Travel Insurance

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Initial Complaint
08/21/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased travel insurance with ************** I submitted all my documentation and they are denying my claim. I was unable to pay for a hospital to diagnose why I was in such pain and had to cancel my trip. I finally went to the ** (costs $1312) and found out what was causing my pain. IMG is denying the claim. I looked at their reviews- they deny ALL claims. They are a scam and pretend to sell travel insurance, however they will not pay. I have had to file claims before (other companies) and the other companies have never denied my claims. I only file claims when I actually have to cancel. I want my amount of over $500 back as I lost that money when I was unable to go on my trip. I am not asking for the payment back of what I paid for the policy, just asking for them to honor what they sell.
Business response
08/27/2024
See attached response.
Customer response
08/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I contacted a medical person to determine I had to cancel my trip as I could not afford the ** bill. They advised me to cancel, however I do not have written proof. Outdoorsy, the company that sold this insurance, informed me to still apply for the insurance refund as they refunded all but 25%. I am not needing the full insurance coverage (over $2000) and was only asking for the amount I lost (a little over $500). I had advice to cancel, then (still before the trip) I ended up going to the **. Now I have an ** bill of over $1200. I purchased the insurance, followed what I was told to do per Outdoorsy, and IMG is not approving it. I reviewed their reviews on ****** and they do not pay out on claims. This business is fraudulent and does not offer the services they claim. They need to be shut down as I have dealt with other travel insurance and this is the only time I have had an issue. Please look at the other reviews as well. I will definitely make sure everyone I speak with knows NOT to use IMG (iTravelInsured) unless they decide to pay out the small portion I was requesting as I had to cancel the trip. I also lost out on the registration fees for the race I was suppose to attend.

Regards,

***************************
Business response
09/04/2024
See attached response.
Customer response
09/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They have not given me any way to show them my doctor appt on July 8th. I submitted the actual diagnosis of what was causing the back pain. If they would like to give me a way to submit that, then please let me know. They have been difficult to work with.

Regards,

***************************
Initial Complaint
08/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 5th I went to a hospital that was on the *** website as a direct billing hospital and called and confirmed with an *** representative that I didn't need to file any paperwork ahead of time. Once there I was told that was not the case and that I would have to pay out of pocket and file a claim for reimbursement. I was told by an *** representative that it takes about 30 days to review and approve a claim for reimbursement. I submitted the claim on June 7th once I received all my lab results. On June 12th I looked at my claim and found I needed to submit further documentation. On June 15th the further documentation was accepted by *** to my file. I then talked to a representative who told me it would take 30 days from this day to approve the claim. After 30 days I contact *** again and was told they would escalate my claim. I had to call two more times after that before my claim was actually escalated and a verification emailed as sent to me. My claim was escalated on July 28th. I was told that at max it would take 15 calendar days to have my claim approved but that it usually takes less time than that. It is now August 7th and I have heard nothing from *** in regards to my claim.
Business response
08/27/2024
See attached response.
Customer response
08/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***************************
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a medical insurance policy from *** Global covering travel worldwide outside of my country of residence for the period 30 Mar 2023 to 1 Mar 2024.I submitted a claim on the *** Global website on 9/18/2023, for expenses incurred on a visit to the *********** facility in a hospital in *********** - Date of Service: 09/04/2023 And Total Billed Amount: US$320.76 I received an email from *** confirming receipt and routing to the claims department for processing. It is now 10 months from when I submitted my claim. I have submitted the additional information they requested both via uploading to their system as well as via email. I have followed up and written many emails during this period of 10 months. Yet the claim remained unprocessed. They have also not replied to my recent emails.
Business response
07/31/2024
See attached response.
Customer response
08/01/2024
I have resent a copy of the requested document to the company today August 1, 2024 via their secure message system. Would appreciate if you can notify the company and Ii will await their response.
Thanks.
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My daughter was severely injured before the beginning of a trip which we had travel insurance for and could not fly. We are simply requesting the cost of few airline tickets for our family. We have provided IMG with all documentation they have requested multiple times over the course of 5 months. They continue to request the same documentation, claiming to not have received it through their secure messaging website. They claim high volume and are not able to resolve or respond to claims within the time frame they have set. Messages go unanswered, email responses are vague and unhelpful, phone operators are unable to transfer me to a supervisor or manger to discuss the issue further.
Business response
07/12/2024
See attached response.
Initial Complaint
07/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased international emergency medical insurance for my mother who was visiting me in *********, Unfortunately on Jan 30, 2023, she had an accidental fall and had to go to the emergency room. I paid $2333.55 out of pocket for the services and then provided ALL the requested documentation to IMG for reimbursement. For the past year, IMG have been telling me that i have not provided them all the documentation they requested, while others at IMG tell me that the check is going to be sent to me shortly. I want to report this company for fraud as they are refusing to reimburse me for the past 1-year. Can you please intervene to get IMG to reimburse me and refund my insurance premium for this prolonged mess?
Business response
07/11/2024
See attached response.
Customer response
07/11/2024
In Response to your questions:
1. The company has not addressed the issue of dispute. I have provided all the documentation requested to the company on multiple occasions and they are refusing to reimburse me and resolve/close the case. This has been 1year + of waiting.

2. The company has not met the agreement outlined in response. IMG are delaying reimbursement and dragging out my case with the hope that i eventually give up and they keep $2300 in their pocket.
Customer response
07/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
1. The company has not addressed the issue of dispute. I have provided all the documentation requested to the company on multiple occasions and they are refusing to reimburse me and resolve/close the case. This has been 1year + of waiting.
2. The company has not met the agreement outlined in response. IMG are delaying reimbursement and dragging out my case with the hope that i eventually give up and they keep $2300 in their pocket.

Regards,

**********************************************

Business response
07/16/2024
Good morning,
I have nothing further to add. The additional information required to assess your claim has been communicated to you several times and this rebuttal does not offer any new documentation to consider. Once we receive the documentation we requested, we will be happy to re-assess your claim.
Customer response
07/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
I have provided all the requested documentation on multiple occasions and for whatever reason, they continue to state that i have not provided them with the documentation needed to resolve the matter and issue my refund. When i call their business, their customer service representatives tell me that they have received all the required documentation and the case/refund simply requires review from IMG.
This has gone on way too long, I simply want you to do your job. I have provided absolutely everything you have requested. When I call you, I am told you have everything, it just takes time. It appears this is nothign more than a ***** tactic. Please process!
Their response to this BBB complaint further substantiates their fraudulent activities of dragging out this case in order to avoid issuing payment.

Regards,

**********************************************

Business response
07/18/2024
Good afternoon,
As stated in my July 11th and July 17th responses, I have nothing further to add. The additional information required to assess your claim has been communicated to you several times and this 2nd rebuttal does not offer any new documentation to consider. Once we receive the documentation we requested, we will be happy to re-assess your claim.
Initial Complaint
07/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought medical insurance from IMG. On 04/11/2023, I used an ambulance service provided by *****. To date, IMG refuses to cover the full billing amount of $3707.25 by *****, having only considered $2854.25 of it as covered by the insurance plan. I believe IMG should cover the full amount, considering ***** is the only provider in ************** for 911/emergency transportation and their ambulance charge aligns with the rates regulated and set by the county government (********************************************************, click 911 tab; ************************************************************). IMG disagrees and claims the covered amount is Usual, Reasonable and Customary, as defined in Certificate of Insurance. According to Certificate of Insurance: Usual, Reasonable and Customary is determined by ...... the amount charged by similar providers or providers in the same or similar locality; the amount reimbursed by other payers for the same or comparable services, medicines or supplies in the same or similar locality, .....To date, IMG has refused to provide specific details on how they determined the covered amount (specifically to the below questions) and prove their determination aligns with Certificate of Insurance. Without such transparency, IMG may arbitrarily claim their determined price is "Usual, Reasonable, and Customary".(1) Which "similar providers" are considered to determine the reasonable price in this case? (2) Which specific area do the "similar providers" operate in? Is it **************? (3) Do the "similar providers" provide the same/similar 911/emergency service as ***** does? (4) What are other factors considered in the price determination?I submitted a complaint to ****** of Indiana Attorney General. IMG responded with a letter saying they used Fair *********** systems Usual, Reasonable and Customary table, but still didnt provide specific details to answer the above questions.
Business response
07/12/2024
See attached response.
Customer response
07/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I'd like to reiterate that ******* ambulance charge is regulated and set by the local government and IMG should cover the full billing amount. To date, IMG has refused to cover the full amount and has not provided answers to the below questions to prove its pricing practice aligns with Certificate of Insurance.
According to Certificate of Insurance: Usual, Reasonable and Customary is determined by the amount charged by similar providers or providers in the same or similar locality; the amount reimbursed by other payers for the same or comparable services, medicines or supplies in the same or similar locality, .....
(1) Which "similar providers" are considered to determine the reasonable price in this case? (2) Which specific area do the "similar providers" operate in? Is it **************? (3) Do the "similar providers" provide the same/similar 911/emergency service as ***** does? (4) What are other factors considered in the price determination? I submitted a complaint to ****** of Indiana Attorney General.
There is no need for me to submit any additional supporting material. It is IMG's turn to answer the above questions to prove its pricing determination aligns with Certificate of Insurance.

Regards,

*******************

Business response
07/25/2024
See attached response.
Customer response
08/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to Certificate of Insurance: Usual, Reasonable and Customary is determined by the amount charged by similar providers or providers in the same or similar locality; the amount reimbursed by other payers for the same or comparable services, medicines or supplies in the same or similar locality, .....
To recap, IMG still needs to answer the following questions to prove its pricing determination aligns with Certificate of Insurance:

(1) Which "similar providers" are considered to determine the reasonable price in this case?
(2) Which specific area do the "similar providers" operate in? Is it **************?
(3) Do the "similar providers" provide the same/similar 911/emergency service as ***** does?
(4) What are other factors considered in the price determination?
It is simply not true that IMG has answered the above questions in their letters on Feb 28, Mar 7, Mar 13, and May 2, 2024. In fact, not a single question has been answered in these correspondences, which is why I continue to demand answers to the above questions. I have attached all the letters for reference.

Regards,

*******************
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We took out insurance with IMG, International Medical Group in November 2023 for our two daughters **** and ***** ******* to have health care during their travels abroad. Unfortunately, in 2024 during their travels, they did need the health care. We have paid $23,000 out of pocket for those medical bills. Despite buying insurance from IMG, they refuse to refund us for those bills. We have made repeated calls and they keep saying our paperwork is not in the system, even though we've uploaded it multiple times and emailed it to them. We are getting the runaround.
Business response
07/23/2024
See attached response.
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
It's a correction of my complain. This morning I input a wrong company name. 1. I purchased a health insurance policy on the *** website via internet (********************************) Jun 6th, but it didn't match my university's need, so I called them for cancellation this morning.( Jun 7th). 2. When I called the number on my insurance ID card *************), they transferred me to the second line and collecting my information, they said this is for identification. Then transferred me to the 3rd line. Then they started selling products which is not relative to my cancellation, including internet/TV and other products, they don't cancel the policy for me at the end. 3. After several times rejection to their selling (After I talked on the call around 1 hour and insisted that the only thing I want is cancelling policy), they said they can't cancel it for me, only send a number to me and ask me to call again for cancellation *************).But when I tried this number, it didn't work at all. I feel frustrated and angry, I think I have the right to cancel the insurance policy when it didn't fit my need at all. I don't want to waste my money on the useless policy, I want the refund. And I even worried about my bank account safety since they collected my information via the call. Thank you .
Business response
06/14/2024
See attached response.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 11/4/23, we purchased a travel insurance policy with IMG via insuremytrip.com for the travel trip 1/3-1/20/24.On 1/14/24, my *********** fell on an electric motorbike causing the vehicle to press on my right ankle causing swelling and pain on my right ankle, unable to walk. As for my husband, his right knee rub against the road surface, causing abrasions on the front of his right knee and pain the knee join when walking. My results from the **ray: ****** fibular fracture at the level of syndesmosis.My husband results from the ************** plateau fracture at the center plateau.On 2/6/24, we filed 4 claims:T6754 re: the missing connection flight was paid.T6710 related to the ************** cancelled our flight was denied.T6687 related to my hospital bill of 3 charges: ******, ******, ******. The first 2 charges were paid but ****** not paid.Due to the physician recommendation (on page 6 of my medical record) that I need to elevate right leg. Since my right leg is in a tight cast, I suffer a cruciate pain if I put it down more than 30 minutes as the blood go down towards my legs to my toes and made my toes all purple. My husband also wears a knee brace to keep his leg straight. He also needs to keep his leg straight and suffers badly from knee joint pain. We cannot survive on the economy seats with limited leg room with my leg down for a long flight totaling of 21 hours or more. Therefore, we purchased the Business Class seat tickets for our return flight from *** to SAN cost ********. I sincerely hope that you would consider reimbursing us some of these costs. T5648 related to the non-refundable tour of ***** was cancelled due to our injury was not paid.I have made so many calls to their customer services but there was no new status.On 5/16/24, I filed a claim appeal but no response.It has been 4 months from my original claim date but T6687 and T5648 are not settled yet. I am seeking some assistances from BBB to get my claims resolved.Many thanks
Business response
07/02/2024
See attached response.
Customer response
07/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On June 26, 2024, I received an email with the Details of benefit determination made for Claim T6687 with the total of $8,750.41 indicating that an electronic payment will be made in 3 business days. Please see attached.
On July 2, 2024, I received $244.70 which is the remaining of our medical expenses.
On July 2, 2024, I received an email from IMG requesting the tour operators statement certifying that I did not receive any refund from them. I submitted the same day to IMG. Please see attached.
Would IMG please advise when I will expect to receive the remainder of $8,750.41 for Claim T6687.
Hope to hear from them soon.

Thank you so much for your help,

***************************
Business response
07/25/2024
See attached response.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i have attached all the details in the document. IMG continues to use delay tactics and have not even made ruling on my claim which was intitialy filed in February 2024
Business response
06/28/2024
See attached response.

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ComplaintsforInternational Medical Group, Inc.

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