ComplaintsforInternational Medical Group, Inc.

Travel Insurance

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
01/09/2022
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.
Purchased travel insurance: 6/17/2021, a CFAR, Cancel for Any Reason policy Total trip cost: $439.97 Trip cancelled: 11/12/2021 Claim filed: 11/12/2021 Communication with company: Email 12/2/2021 asking for additional documentation, all additional documentation requested was provided; email 12/13/2021 stated claim denied as "travel supplier has agreed to issue a credit towards your booking, this has essentially been refunded, so no loss has occurred for us to consider under this policy"Nature of dispute: I feel that the terms of my CFAR requires the insurer to process this claim and pay out as the policy dictates Policy: TCLX282645270 Insured ID: ********
Business response
01/18/2022
See attached response.
Customer response
01/18/2022
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.

In the response from the business, it refers to page 6 of the policy, "We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for the unused, forfeited, prepaid nonrefundable Payments or Deposits Travel Arrangements You purchased for Your Trip, when You cancel Your Trip prior to Scheduled Departure Date for any reason not otherwise covered by this policy." Additionally the response refers to a travel credit provided by the airline.

Upon cancelling my airline reservation, I have satisfied the policy criteria. I have an "unused, forfeited, prepaid nonrefundable Payments." Criteria satisfied. A credit is NOT a refund!

I consider this matter unresolved.

Regards,

***************************
Business response
01/25/2022
See attached response
Customer response
02/03/2022
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.]

IMG/**************'s response refers to page 6 of the policy, "we will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for 'unused, forfeited, prepaid non-refundable Payments or Deposits.'"

My airline ticket was...
unused YES
forteited YES
non-refundable YES

I FORFEITED my airline reservation on 11/12/2021. The cancellation confirmation from ********* Airlines has been submitted to IMG/**************. Upon purchase of the IMG/************** insurance, the 'trip cost' was documented at $437.97 with a departure date 12/4/2021, ********* Airlines confirmation number 22NCH7. Documentation of these details have also been submitted to IMG/**************.

On 11/12/2021, I FORFEITED my access to my airline reservation. I no longer had access to the ********* Airlines flights booked for 12/4/2021 and 12/11/2021. If I had appeared at the airport to check, I would have been denied. I had cancelled my reservation. I had FORFEITED my right to fly on that airline on the dates and flights stipulated in my reservation, travel dates of 12/4/2021 and 12/11/2021.

IMG/**************'s interpretation is that a airline travel credit is considered non-forteiture. That interpretation is most certainly in conflict with the policy document.

The claim should be paid out as the stipulated in the Schedule of Benefits at the Maximum Benefit Amount.

I do not consider this complaint resolved.

Regards,

***************************
Initial Complaint
01/04/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased travel insurance with IMGlobal on 26th December 2020 for US$487.31. Starting 14th January 2021, expiring 15th April 2021. My insured ID# is 86395298.IMGlobal Phone#: ************* I visited *********************** System, emergency ****, **************** on 02/07/2021. The charge was $2,790. I gave my insurance details to the hospital and they made the claim with IMGlobal. ****** Acc#: ******* *********************** System Mailing addresses & phone numbers:(****************)PO ************************************************************* ************** available Mon-Fri 8am-5pm.After receiving notices in the mail that the **** had still not been paid, I called IMGlobal to see what could be done (I do not have the records of each time I contacted IMGlobal, I think I'm also missing the first notice I received in the mail from *******************, it would've been around June 2021). My account had 23 claims, only 2-3 should be mine. I didn't understand what that meant at the time and the customer service person said all I needed was to fill out a form allowing my records to be shared from hospital to insurer.However, I then received two more notices of payment past due on 09/20/2021 & 10/18/2021. Each time I would login to my IMGlobal online account and see those 23 claims, call IMGlobal to see what was happening and they would seem intrigued, tell me theyre going to look in to it and try to resolve the situation. But nothing has happened. ****** has since issued my case to a collection agency to chase up, thus affecting my credit score.However, earlier this week an IMG service member (********) told me that Ive had my identity stolen (first time anyone has said this). But I cant access my claims page anymore to file a report with the police. IMG WIL NOT call me back and Ive been calling them everyday this week. Nor will they email me my claims or call log information with them.
Business response
01/18/2022
See attached response.
Customer response
01/18/2022
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.

Regards,
*************************
Initial Complaint
12/22/2021
Complaint Type:
Customer Service 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 got a policy with IMGlobal. I received treatment on July 25/26. I filled a claim on Sep/09. On, OCT/08 healthcare provider called me to provide info to IMGlobal. I contacted IMGlobal. I provided additional documents. On OCT /09 and OCT/22, IMGlobal confirmed that it received all needed documents. On DEC/13, I contacted IMGlobal, IMGlobal confirmed that it received medical records on NOV/08. I got mailed bills from healthcare provider On Dec/13 and Dec/21. I called/chatted/email to IMGlobal several times. Since November, IMGlobal has not responded to any of my emails. In December, I left several messages via IMGlobal web portal. IMGlobal did not respond. I called IMGlobal several times. It said that, it call me back. But, it never called me. It is just ignoring my request. IMGlobal have not shown any move to address my concern/question/request. IMGlobal already said that it received all information. But, it never updated claim status since OCT/2021. It has not shown any proof that it is working on my case. The processing delay by IMGlobal caused the healthcare provider to send bills directly to me.
Business response
01/10/2022
See attached response.
Customer response
01/10/2022
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.]

The IMGlobal denied my claims with following reason code.
"THIS CONDITION IS PRE-EXISTING AND NOT A COVERED BENEFIT. PLEASE REFER TO THE CERTIFICATE FOR ALL TERMS AND CONDITIONS RELATING TO YOUR COVERAGE."
(Claim numbers: ************, ************, 010622042145,010622042045)

However,
- It is not "pre-existing", because I have never been diagnosed for this condition, have never got treatment before the visit to Inova hospital.
- Furthermore, the section I of the policy document states that "acute onset of pre-existing conditions" is covered.
- As such, 'pre-existing' should not be used as a reason for denial.

Accordingly:
- IMGlobal should immediately re-consider my claims.
- IMGlobal should immediately pay to the healthcare providers.

Regards,
*******************
Initial Complaint
12/13/2021
Complaint Type:
Delivery 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 a letter from insurance company , saying would pay me around $1000 for an insurance claim I bought from them few months ago, ever since then about 1 month now they are avoiding payment and try to scam there way out of it. *************************** iTravelInsured ***************** iTravelInsured, ******************************************************************************************* Telephone: ************** or ************** Fax: ************** Email: *************************************************** www.itravelinsured.com
Business response
01/18/2022
See attached response.
Initial Complaint
12/08/2021
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 purchased travel health insurance from this company:International Medical Group, *** ************************************************* https://www.imglobal.com/ I paid for the policy (coverage period: March 19 - September 16, 2021) in full (total is $414.50) and received a Declaration of Insurance. I submitted a claim on August 31, 2021 (for medical service rendered on June 1, 2021). IMG confirmed they received my claim, but has not processed my claim and has not issued a reimbursement. I contacted the company twice. Once on a "chat" on November 3, when an agent named "*******************" told me me they escalated my claim (I saved the chat dialog - see document chat_IMG Nov 3.pdf). Since then nothing has happened. My second attempt to contact IMG was by email on November 23, 2021 when I again inquired about my claim. My email has not been answered. The company has failed to render the contracted service and ignores my inquiries about my claim. I uploaded:1. my proof of insurance: Declaration.pdf 2. proof of my submitted claim: Claim.pdf 3. Log of chat with customer service: chat_IMG Nov ***** 4. Proof of my four payments: receipts. pdf I made payments on: March 14 - $137.25; May 16 - $59.00; Jun 6 $137.25; and August 11 - $81.00 Thank you in advance for your assistance. Let me know if you need anything further.
Business response
12/16/2021
See response attached
Customer response
12/20/2021
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.

While the company has processed my claim, they have passed charges on to me for the international transfer. This is not what was agreed! In the chat dated November 3, 2021 (transcript is attached: IMG Nov 3.pdf), they confirmed they will pay for all the charges, as is standard for this type of insurance product. This was confirmed by them in the chat, see end of page 4 to start of page 5 in the pdf. However, they sent the payment SHA, which means the parties share the costs of the transfer and not OUR, whereas they confirmed they would sent the transfer OUR in the chat. Therefore, I request they reimburse me for this (5 EUR). As before, I offer that they remit the funds to my bank account in the USA in order for them to avoid international charges.

It is unacceptable and fraudulent for them to misrepresent their services.

Regards,

Marketa Lepicovsky
Business response
01/10/2022
See attached response
Initial Complaint
11/11/2021
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 want BBB to help me with a Billing Adjustment situation regarding IMGlobal *************** Medical Insurance. I got IMGlobal medical insurance on 07/02/2021 for 3 months. I renewed my contract for another 3 month on 09/30/21. (IMGlobal Insured ID **************/04/21 I received medical attention including Xray images and drug prescription for an injury on my back (07/31/21) at a provider within IMGlobal list of in network providers.I received an Explanation of Benefit letter from IMG (dated 10/05/21) acknowledging the charges ($430 for office visit, $314 for x-ray exam) and saying that additional information was needed in order to process the payment. The letter actually says "We are awaiting additional previously requested from the member. Review can continue once information is received." Such previous request never occurred. It also says that a Completed Claim form was required to reconsider the charges. Claim# 10****027855 Status ADDITIONAL INFORMATION NEEDED Claim# 10****027825 Status ADDITIONAL INFORMATION NEEDED This information is also under "My Claims" in MyIMG webpage. In the meantime I received the **** from ****************** (10/18/21) for the total cost of the visit ($744.00.) I haven't payed anything. For the last 3 days I've been trying to fill out a NEW CLAIM FORM on IMGlobal webpage (as it was indicated in the above mentioned Explanation of Benefits). I haven't been able to submit the claim because when I reach the providers document page and I upload the documents relating to my Claim, I click continue and I get the notice that an error has occur. I tried uploading the documents using docx, ********* but every time I got the same notice. I have saved the Draft Claim in Progress and now I get the "error" notification after clicking on 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
Business response
11/22/2021
See attached response.
Initial Complaint
11/07/2021
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 had this health insurance during my visit to ************* and required an emergency room visit. The insurance requested additional documents which we provided and then months later we found out that insurance does not want to cover the visit because it was a pre existing condition, moreover, we do not have the right to appeal the decision as more than 90 days have already passed (although we were not notified when the decision was made). Also they removed all of my documents from my online account, these documents prove the coverage period and our receipts, etc... we are not happy with the service because: - this is an acute problem and not pre existing, therefore they should cover it. - we should have the right to appeal now as we did NOT receive any notification on time when they made the decision. They claim that they sent mail to my address in ***** but I received nothing. They also have a ** address and an email that they could have used as a more reliable contact method. - we need to regain access to my documents that outline the details of my insurance coverage and policy. we spoke to customer service over the phone and they were not responsive. we then sent emails to their provided customer service email and they did not answer at all. -
Business response
11/15/2021
See attached response.
Initial Complaint
10/14/2021
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.
On March 19, 2021, I purchased an insurance plan for coverage of a Cruise (the "JamRock 2021" Cruise, Dec 7 - 14, 2021 - which later was postponed to Dec 2022 for COVID 19 reasons).I purchased the *** **************, Travel Lite plan for the cost of $77 for coverage of the cruise @ total cost of $1808.00.On Sept 13, 2021, I filed a claim to cancel the trip due to health reasons but mostly due the death of a family member that I helped pay out of pocket for funeral expenses. It was multiple emails from 13 Sep - 12 Oct 2021 with requests for my identification, Tour Cancellation invoice, obituary and/or death certificate of my family member and proof of relationship ( I submitted everything they requested except the death certificate due its PA/HIPAA nature) but the claim was denied. Myself and family feel highly disrespected at our time of grieving and shafted for our money. I am requesting a review of their business ********************* with reimbursement of $1808.00, I am 2 sick
Business response
10/18/2021
See attached response.
Initial Complaint
10/07/2021
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 filed a claim for this company as I had to go and pay to receive a covid test, receive prescriptions, and pay to receive a doctor's appointment. Firstly, the reason the visits were not covered by my insurance (IMGlobal) were because since renewing my insurance they in fact gave the wrong the policy number (so this wouldn't have even happened in the first place if the information was correct. Secondly it takes up to 45 days to process a claim according to the company, however, it had been well over that (around 63 days) so i called to ask what was happening to which an employee put in a request to expedite the claim, which could take up to two weeks. It has now been 77 days and I STILL HAVE'NT had my claim processed or heard anything. It wasn't cheap to pay for all of that which is money I need to pay my bills which is the reason I purchased the insurance in the first place.
Business response
10/19/2021
See attached response.
Initial Complaint
09/24/2021
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'm an IMG customer - I filed a couple claims in October last year. It's been a year since then, and there are still an outstanding claim on my account (which the IMG customer care team has acknowledged are valid and should be reimbursed). However, the customer care team has now stopped responding to all my emails about the case. Since this case has been going on for so long, I'm close to being sent to collections. Asks: - I would like my claim to be processed promptly, and the bill to be settled. - Claim Number: 022521230565 - Claim Ref.: O8JU3yMg - Date filed: October 23, 2020
Business response
10/04/2021
See attached response.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforInternational Medical Group, Inc.

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary