ComplaintsforInternational Medical Group, Inc.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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.

  

  Business response

  04/21/2022

  See attached response.

  Customer response

  04/21/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and given that the company finally paid my claim shortly after I filed this complaint, there is nothing left to resolve. However, I would like this complain to go on record in order to help others who are considering health coverage plans. It was unethical for the company to not provide any way to contact a human being for information or follow-up during an unusually long backlog -- I invested hours in emails and phone calls and was not able to reach anyone, or the times when I did, they told me the claim was being processed -- this happened twice, and each time, months passed with no news while I was stuck trying to contact them again. Meanwhile, they still made it easy to get through to the Sales line and purchase new policies that they clearly didn't have the staff to service. 

  I will not choose IMG again; I also want to let others know that IMG's claims processing system is woefully inadequate and does not deliver the service that the company sells. 

  Many thanks, 

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

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On behalf of my wife, ***************************, we lodged an Appeal with IMGlobal regarding their response to a billing from ***************************. This billing relates to DOS of 9/25/2020 where ***** received a double-mastectomy to address breast cancer. A key issue is that the surgery was done - and she was released on the same day - due to the stringent COVID restrictions that were in place by the hospital. Ordinarily, the patient would have been kept overnight. As a result, IMGlobal made a payment of $300 on a **** for $5,390 associated with the pathology completed during the surgery - apparently considering this as "out-patient".We have presented an appeal on 9/10/21. Having not received any response, I followed up by email on 12/22/21, at which time I received what appears to be an automated response on that same date, advising "please allow 14 days for us to process or respond accordingly". To this date, no further response of any kind has been received.I have again followed up today by leaving a message, followed by an email to ***************************** I now wait for a response.I have advised the medical provider of the appeal, but we have begun receiving Last Notice ******** from the provider, with the understanding that this may go to collections soon.As the general medical procedure was completed and my wife released without the need to incur additional medical expense for overnight hospital stay due to COVID restrictions - but understanding that this surgery was critical in removing further threat of cancer spread and the need for more aggressive and costly treatment, I request that IMGlobal honor this billing and make good on their promise to my wife as policyholder.

  

  Business response

  03/29/2022

  See attached response.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an IMG travel policy for a trip I took in September. On my trip, I needed to see a doctor and had to file a claim. While I submitted my claim in December of 2021, it has not yet been reviewed. I've called IMG to speak to customer service representatives at least 7 times to request a claim update. Four times, my call was answered by a representative who said no one was available to help me, but someone could call me back. While I requested a call back all four times, I only received one return call. On the three occasions I have been able to speak to an actual claims representative, I have been told my claim is being escalated and I should have an update within 15 business days. After three escalations, my claim has not been reviewed. At this point, I have spent multiple hours trying to use the service that I paid for. It does not feel like IMG is making any effort to follow through on the promises I have received. It was easy to purchase my policy, but this experience has convinced me it is practically unusable when you need to file a claim. I was informed by IMG that the claim processing SLA is 45 days. My claim has been pending for well longer than that, and it doesn't feel like IMG is making any effort to resolve the issue. I feel like I'm being stonewalled by their customer service department.

  

  Business response

  03/23/2022

  See attached response.

  Customer response

  03/28/2022

  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. 
  
  Following the submission of my complaint, IMG reviewed my claim promptly and issued payment. I would like to note, however, that it should not take this much effort to get a claim processed. While I consider this complaint resolved, I hope BBB is able to help make customers aware that this business offers poor service. 

  Regards,

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had submitted Completed Claim form on 01/07/2022 and I had received a confirmation email from IMG on 01/08/2022. Complete Medical Records were submitted on 02/17/2022. I had sent them many emails about status of my claim but their response every time is "Submit the Claim form". I had submitted Claim form many times and I had tried to speak with someone from claims department ************** multiple times but no one returned my call. Please ask them to process my claim. First Name: *****************************, Last ************* ********* ID: ************* Name: Patriot Platinum *******,Claim Number: ************

  

  Business response

  03/23/2022

  See attached response.

  Customer response

  03/24/2022

  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 have visited Emergency Room in July 2021 and the Claim is still not processed, I also cannot view my claim anymore on IMG website. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Ruksana ***************************
  

  

  Business response

  04/05/2022

  See attached response.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Patriot Platinum International plan on July 14, 2021 for our honeymoon travel, effective August 18, 2021 and expiring September 14, 2021. On Wednesday, September 15, 2021, 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.

  

  Business response

  03/02/2022

  See attached response.

  Customer response

  03/05/2022

  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. My claim was finally processed four business days after filing the complaint with BBB after months of trying to get this resolved through IMG's customer service, so I'm very thankful to no longer be worrying about getting this resolved.
  
  
  

  Regards,

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

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8, 2021 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, 2021 and valid for 1 year. Tragically, on November 8, 2021, 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 BBB on this matter as I am not able to further pursue conversation with IMG.

  

  Business response

  02/24/2022

  See attached response.

  Customer response

  02/24/2022

  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. 
  
  The response provided by the *** team simply states that the claim is still in review. My entire claim is predicated on the basis that *** is utilizing this form of delay as being able to never pay the claim. As stated, *** originally communicated that this claim would be settled in 30 days. As of date, I have received no follow up since the claim has been filed. I am merely repeating myself in this response as *** provided no further clarity. I demand a cancel of my claim since *** does not plan to pay it and a full refund of my premium as stated previously. Think of it this way, if *** is not willing to pay a small claim now, if something serious would have happened, I wouldn't have had any coverage since they do not pay claims. For that reason, there is no acceptable settlement here except refund in full of my premium. 
  
  Regards,
  
  ***********************
  

  

  Business response

  03/09/2022

  See attached response.

  Customer response

  03/11/2022

  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 confirm that I have now received my claim money, but I stand firm to my case that 4 months of appealing is not acceptable. I have had to reach out to the BBB in order to even receive my claim money that was rightfully due to me in due time. The issue I have is that IMG was never covering me. If something more serious that costed more than $44 would have happened to me, I would still have to be appealing for my money. I request a cancellation of my policy with a full refund less the claim that was just paid. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family purchased an IMG **************** policy. We had a trip planned to ************, ** with a cruise. We arrived to ** a few days before our cruise however someone in our party tested positive for Covid-19 (Everyone in our party tested negative before arrival to PR). We thought we were in good hands because we purchased ****************** from IMG. We contacted a representative before we made any decisions to make sure we were covered and we were doing what was told. When we returned we filed a claim and it was denied. They claimed that the cruise lines terms and conditions state we should get our money back - we are currently fighting them on it. Then for quarantining (lodging) IMG doesn't want to cover it. According to SECTION ll : Coverages : Trip Interruptions part 3 states :For the Other Covered reasons listed below; provided such circumstances occur while coverage is in effect". Then when you follow it to the next line it states "Other covered Reasons" and in Part A (The very first line states): You or Your Traveling Companion being hijacked, quarantined, required to serve on a jury, (notice of jury duty must be received after Your Effective Date) served with a court order to appear as a witness in a legal action in which You or Your Traveling Companion is not a party (except law enforcement officers). We bought this policy for our family of 8 and its ridiculous how they declined our claim. Then to get a response it takes 2-4 weeks which makes this even worst. They are not willing to cover anything at all not even lodging when I called a representative said they would cover it as long as it reasonable accommodations due to quarantine . We are out over $2500 in just lodging and at this point something returned is better than nothing because we bought "****************" but, its 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, Doctors Notes, Negative test)

  

  Business response

  02/14/2022

  See attached response.

  Customer response

  02/15/2022

  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.]
  
  Regards,
  
  ****************************************
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a trip to ******, and purchased a travel insurance policy with IMGlobal for $28.65. I got sick and took a covid home test and tested positive. I canceled my trip and was still charged $511.22. I am in ***** and was not able to go to a testing facility in time for my trip. I took a home test and tested positive so I canceled my trip the day before my departure date. The insurance company said since I don't have proof from a physician I am not eligible. This is very scammy and based off of the feedback I have received from the hotel in ******, and the insurance company, here in *******, I should have just gone to ****** while infected with covid. I am now out money, because I did the responsible and right thing.

  

  Business response

  01/24/2022

  See attached response.

  Customer response

  01/30/2022

  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 had covid 19. The reason I purchased this insurance was because the numbers were rising in ****** and it was a possibility. We were not able to test in a timely manner due to back *** at testing facilities. I canceled, and the company did not uphold their end of the deal. It seems like a scam to me, and I will continue to fight this, until it is resolved. 
  
  Regards,
  
  *********************************
  

  

  Business response

  02/16/2022

  See attached response.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted a claim to *** Global on 9/26/21 for knee surgery. Other claims sent after this date have been processed. To date this claim has not been processed. I have left multiple messages for the claims department and I have received no return calls. I have emailed the claims contact email and have not received a responsed. To date it is 78 working days from when I submitted the claim and 109 calendar days. I paid this claim out of my pocket and I am very anxious to get reimbursement. I have attached a copy of the *** claim screen showing the claim in question marked with a yellow X.Thank you!

  Customer response

  01/20/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 16457586, and find that this response/resolution is satisfactory to me.
  
  
  

  Regards,

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

  

  Business response

  01/20/2022

  See attached response.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2 Dec 2020 reserved a trip for Dec 2021. Added the trip insurance due to COVID restrictions later, which was allowed by IMG. Then military leave canceled for operations tempo in July. Full Reimbursement is granted for cancelled military leave IAW their policies (attached page 4 paragraph n). Filed claim with ITravel or IMG in August. I've emailed and called them numerous times and have had no replies other than automated emails. Request reimbursement of $1159.10.

  

  Business response

  01/25/2022

  See attached response.

  Customer response

  01/25/2022

  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. 
  
  My commanding officer replied to them, reaffirming my leave cancellation. The company is simply not complying with their contracts obligation.  There is nothing more to review and they have had the paperwork for well over 5 months now. 
  
  Regards,
  
  *************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩