ComplaintsforInternational Medical Group, Inc.

Travel Insurance

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Initial Complaint
06/05/2024
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.
We purchased the trip cancellation insurance on February 22, 2024. We cancelled our trip on April 26, 2024 due to our son being hospitalized for surgery. On the 26 he had emergency surgery and was in icu. He was still in the hospital after our trip dates. He is paralyzed and needed us by his side. We have sent all required documentation and they agree they have them but keep asking for the same documents. All is done by email no phone number for claims. They refuse to pay the amount owed of $3348.22.
Business response
06/13/2024
See attached response.
Initial Complaint
06/04/2024
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.
The insurance was purchased on August 12, 2023 for a Trip to *********. There was a delay in return because of mechanical break down of the Air Greenland flight and the next day was a weather due. We lost our Iceland Air reservation from ******* to *******, **. We have to repurchase our airline tickets from ******* to *******. The *** company will not communicate or paid for what we filed for and breach the contract. The tickets were purchased through a trip agent "Heart of Travel in ************** because we could not speak the language and attached you will see a invoice I paid for the ticket and the official notices that Air Greenland issued for the delays to prove their authenticity. I have for 3 months now tried everything possible to resolve this claim but have unable to do so. They refused to cooperate or communicate at all.
Business response
06/11/2024
See attached response.
Customer response
06/21/2024
The claim has been settled by a check that was sent to me to close out what remainder that they owed me. It took three months to get this settled and they had my bank account number, but they still sent me a paper check. That didnt make any sense because the first payment that they sent was a direct deposit. I dont understand why, but I got the payment so thats all that matters. I notified the but I would not recommend these people for anyone to buy travel insurance with thank you.
Initial Complaint
05/22/2024
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 insurance for me and my daughter from IMG last August.Their policy States that medical treatment at the ************************ will be free of deductible and will be fully compensated except for the registration fee of 5 $. But they did not pay the bill of daughter who walk in urgent care on 25th October 2023. I have call them, they said the UNIVERSITY HEALTH center give them the complete medical records of my daughter and talk to them. The UNIVERSITY HEALTH center said she did all,but *** said they did not recieve the records and any call. I do not how to do.
Business response
05/23/2024
Good morning,
I am not able to locate your account based on the information provided. Please provide me with your certificate number and or Insured ID#. This information can be found on your declaration page, once received I can perform another search of your account and address your concerns accordingly. Thank you.
Customer response
05/28/2024
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 am ***************, who want to complaint Intrrnational Medical Group, INC.
My Complaint ID IS ********.

My daughter is ************. Her birthday is September 21 2013. Her IMG insured ID is ********.
she was walk-in urgent care in UMASS University health Services on October 25 2023.
please IMG to pay the bill.

Regards,

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

Customer response
05/31/2024
My daughter is ************.
Her birthday is September 21 2013.
Her IMG insured ID is ********.

she was walk-in urgent care in UMASS University health Services on October 25 2023.
The bill should be covered by my insurance.
Please let IMG pay the bill.
Customer response
05/31/2024
My daughter is ************.
Her birthday is September 21 2013.
Her IMG insured ID is ********.

she was walk-in urgent care in UMASS University health Services on October 25 2023.
The bill should be covered by my insurance.
Please let IMG pay the bill.
Customer response
06/04/2024
My daughter is ************. Her birthday is September 21 2013. Her IMG insured ID is ********.
she was walk-in urgent care in UMASS University health Services on October 25 2023. The bill should be covered by my insurance.
please let IMG pay the bill.
Business response
06/05/2024
See attached response.
Customer response
06/18/2024
My mane is *************** who was born on 20th June 1977. My Insured ID is ********.
My daughter'S mane is ************ who was born on 21 September 2013. Her Insured ID is ********.
Initial Complaint
05/14/2024
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 purchased an Ikon Pass 2023/24 ski pass in April of 2023 for $1059. Through Ikon Pass, I also purchased "pass protection" insurance for an additional $74. The pass insurance was sold by Ikon Pass, issued by a company called *************** In October of 2023, I learned that I was pregnant, which would prevent me from using my ski pass for that season. ********* was clearly stated as a covered reason for a claim and pass refund with the insurance I purchased. In February 2024, I proceeded to file a claim with the purchased insurance, when I learned that claims were actually processed by a company called IMG (International Medical Group). I submitted all necessary documents. A week later, I received a request for additional documentation from my physician, which I submitted two weeks later on 2/27/24. The physician statements clearly stated that I was pregnant and could not ski this season. I heard no updates, so I contacted IMG on 03/21/24 and they said they still needed further documentation. I escalated this to a supervisor at IMG, who then stated they needed documentation from Spot and Ikon to prove the pass was not used. I contacted both **** and Spot, who said this was an unusual request, but they would provide IMG directly with the information. On 4/24/24, I called IMG and they stated they had everything needed and the claim would be processed soon. On 4/29, I called again and they still said information was missing. I called spot again, they again provided information to Ikon that same day. As of 5/9, IMG still does not know the status of the claim. I have spent over 240 minutes on the phone and countless emails and the claim has still not been paid.
Business response
05/20/2024
See attached response.
Initial Complaint
05/06/2024
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.
1/31/24 we purchased international medical ins from IMGlobal for a trip to ******. IMGlobal denied our claim. On the evening of 2/2/24 my son started feeling ill. At that point he had 2 ************** Sat 2/3/24 he vomitied all ************* keep anything down. Sun 2/4/24 resort medic administered Zofran & advised going to the hospital if no improvement. After 2 hrs, went to the hospital, given fluids, bloodwork & a sonogram. Discharged ***** Riopan, *******************. Had some relief, Mon started all over again. Went home 4 days early. Prior to arriving in ****** & since returning home he has been in good health. The doctor in ****** diagnosis him with gastritis. Gastritis is an inflammation of the lining of the stomach & can be caused by a number of different things. It can be acute(short term) or chronic(long term)he has NEVER been diagnosed with gastritis therefore this is not a pre-existing condition as the insurance company claims..In the documentation I provided theres a section of the policy Section H:Acute onset of pre-existing conditions ***************************** Based on these conditions he is compliance with the terms of the insurance.I have been jumping through hoops through this entire process. The claim was submitted & immediately they requested medical records. I was able to eventually obtain(not easy when dealing with a different country). Once submitted they denied the claim based on a pre-existing condition. I did further research for the appeal & found that his episode was in compliance with the insurance. I was told to email the appeal which I did I then received an email telling me to submit appeal online, which I did. It has been 1 month since the appeal has been sent & have not heard anything. I feel they are just dragging their feet hoping I will go away. I have been in touch with at least 10 different people over the past 3 months trying to get this resolved & have all the documentation from the phone calls.
Customer response
05/07/2024
Hello, its actually called International ***************** I have attached the address and contact information that is on their website. Please let me know if you have any further questions. Thank you!
Business response
05/14/2024
See attached response.
Initial Complaint
05/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I purchased Cancel for any **************** through International Medical Group (IMG) on 6/12/23 for our planned trip to ****** (4/4/24-4/8/24) under Policy # TCLX283853434 for the cost of the trip, $5,772, understanding we may only get 75% of this back per the policy if we were to cancel for any reason. Our daughter broke her leg on 3/10/24 and our childcare fell through as a result, so we cancelled our trip and submitted our Claim to IMG on 3/18/24. Per IMG automated response, we were expecting a response within 1-2 business days on next steps, which never came. So after 10 business days I called IMG as we were told claim would be resolved within 10 business days, and the representative said they would expedite the claim, and we were told the claim could take another 3 weeks due to a backlog of claims. On 4/12/24 I received a notice that additional information was required to process the claim (credit card statements and a signed physician statement), which were both submitted within 1 week and confirmation numbers acknowledging IMGs receipt were provided through IMGs secure message center. On Thursday May 2nd IMG notified me that my file was closed as the requested documents were not received. I called their claims center and the representative suggested I resend the documents and the file would be reopened, with an expected response within 1-10 business days. IMG is either intentionally delaying payment, or is incompetent. In either event, I would like to receive payment for my claim as all documents were submitted in a timely fashion on my side, with receipt acknowledgement from IMG.
Business response
05/13/2024
See attached response.
Customer response
05/13/2024
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
05/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased travel insurance from IMG on March 17, 2023 for a fly fishing trip to *********** for February 18 -24, 2024. I had to cancel the trip for medical reasons and submitted my claim, including medical documentation, February 20, 2024. I have made multiple attempts by phone and email to learn the status of my claim which, according to their website, would be processed in 10 business days. Initially they indicated that more documents were required ( **************** statements ) which were sent a second time on March 23rd. Service reps three times have informed me that they will escalate my situation. I have asked to speak to a supervisor and was told to expect a call within 48 hours ( never happened ). So, on it goes.... Reference Numbers:DOB 07/22/1950 Certificate Number: TCSE283626297-1 Insured ID Number: ******** Claim Number: T7407 Thank you *****************************
Business response
05/29/2024
See attached response.
Customer response
05/29/2024
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.
After my complaint was submitted and processed by the BBB, IMG rapidly completed the claims process and paid my refund in full.

Regards,
***************************
Initial Complaint
04/26/2024
Complaint Type:
Sales and Advertising 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 a travel protection plan and filed a claim, per the attached claim policy claims are typically reviewed within 5 business days and resolved within ***** business days. I submitted my claim on March 22, 2024 and to date it has not been reviewed and my email inquiries regarding status update are not responded to.
Business response
05/02/2024
See attached response.
Business response
05/02/2024
See attached response.
Initial Complaint
04/24/2024
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 purchased travel insurance from IMG. I have never bought travel insurance from them before. I thought all their policies covered things like trip cancellation. (After all, they are a travel insurance company). However, despite paying a lot of money for the policy, when I filed a claim due to my trip being cancelled, my claim was denied. That was the whole reason I bought travel insurance -- to cover unforeseen events that arose during my trip. I ended up losing $1366.15, plus $334.32 in premiums.
Business response
05/10/2024
See attached response.
Customer response
05/10/2024
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.

This was false advertising. I clearly purchased insurance that provided trip coverage (as evidenced by the ******* video I made). This is fraud.

Regards,

*************************
Business response
05/10/2024
Good afternoon,
I have nothing further to add outside of the May 10, 2024 response.
Customer response
05/13/2024
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.

This company engaged in false advertising. I clearly purchased a policy that included trip protection as my ******* video shows. This is fraud, false advertising and misrepresentation.

Regards,

*************************
Initial Complaint
04/22/2024
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.
This complaint is against IMG global insurance company. I have purchased the Patriot ***************** plan from IMG global. This is an insurance for all travelers while traveling within ***. I have been visiting the *** for a period of 5.5 months. In that time on an occasion I was sent to the ** for what was suspected to be a neurological condition by the resident nurse at an urgent care near my place of temporary residence. This was on January 27, 2024. At the **, a CT scan and ECG was run on me along with some blood tests. I was given no form of treatment, just asked to see a primary health care physician to discuss some treatment plans for sudden hypertension. For this I was billed $5958.70. IMG insurance denied payment of this claim amount citing that this was a pre-existing condition. I hereafter filed an appeal to their claim providing a doctors certificate that I have never been treated for hyper or hypotension. *** refused the appeal once again citing that this was a pre-existing condition. I am of firm belief that no time was spent on my appeal else they would have seen that a neurological condition and/or hypertension was not preexisting. I have purchased their policy for close to $1000 dollars and it turns out that this was of no benefit, just a scheme to cash in on traveler's money. Attached is a copy of proof of payment to IMG, Doctors certificate detailing my medical history and a copy of my appeal to IMG.
Business response
05/08/2024
See attached response.
Customer response
05/11/2024
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 emphasize that I was sent to the ******************** by a Resident Nurse at *********** on grounds of suspected Neurological condition AND NOT A PRE-EXISTING CONDITION. I have submitted all the documents and letters from my doctors supporting this fact. IMG and their 3rd party reviewers have failed to read these documents, else they would have not found ground to reject my claims.

Regards,

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

Business response
05/20/2024
See attached response.

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ComplaintsforInternational Medical Group, Inc.

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