Complaints

This profile includes complaints for International Medical Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

International Medical Group, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  International Medical Group, Inc.

  9200 Keystone Crossing Ste 800 Indianapolis, IN 46240

  
• 

  International Medical Group

  PO Box 241853 Apple Valley, MN 55124

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Insurance from *** for coverage from June 10 until July 30. The coverage was for emergency medical care in ***************** while I am visiting home from abroad. The coverage. Included the day that I left my residence abroad and arrived in the ************* until the day, I will arrive back in my residence abroad. The coverage I purchased was for up to $100,000 per illness or injury. On July, June 25 I broke my wrist. It is a distal fracture of the radius with a styloid fracture of the ulna and it requires hand surgery. *** claims that reasonable coverage for this surgery is $1000. There is not a place in the ************* where you can get any surgery for $1000 so theres nothing even close to reasonable about that amount. This insurance is designed for Americans who live abroad to cover them while they are at home visiting in *****************. It does not cover any routine medical care. It is only for emergencies. My situation is an emergency. It was not planned. The procedure is necessary and *** has conceded that it is necessary.. The procedure is being performed within network, but they are only allowing $1000 for a procedure that $30,000. I do not yet know what the emergency room visit cost not the fees from the surgeon or anesthesiologist. Nor the costs of the lab tests and x-rays. I have used *** many times in the past but never had to make a claim because I never had any emergencies, I think they depend on people not having any emergencies because they are useless.i also had to see a physical therapist which isnt covered at all.

  

  Business Response

  Date: 07/07/2025

  Good morning,

  Thank you for your inquiry, we are unable to locate your account based on the information provided.  Please provide me with your policy number and insured ID# that was assigned to you at your time of purchase.  Once Received we will research the matter further.  Thank you.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31, 2024, I purchased travel insurance from the agency in question to cover potential unforeseen circumstances during my planned cruise on February 14, 2025. Unfortunately, due to a loss in my family, I was unable to attend the cruise, prompting me to file a claim for reimbursement in January 2025. I submitted all required medical documentation to support my claim.Despite my efforts, my claim has yet to be resolved or reviewed. The lack of communication from the agency is concerning, as I am unable to speak directly with a claims specialist or claims manager. My only interaction has been with customer support representatives, who can only verify my claim information as shown online, leaving me feeling frustrated and unheard.I believe this organization is operating in a fraudulent manner, and I am formally requesting full reimbursement of my total claim amount of $2,348.00.

  

  Business Response

  Date: 06/30/2025

  See attached response.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for travel insurance with *** on May 31, 2025. On June 1, 2025, my parent was admitted for emergency surgery, and I had to cancel my trip with a departure of June 4, 2025. On June 3, 2025, I called both the airline and the insurance company to cancel. I called a day before my scheduled departure. I spoke to an agent and was told that since I would not be traveling, I would get a full refund. When I called on June 19, ************************************************************************************************* their system requesting the cancellation. Due to the agent's incompetence, I was told that there was nothing they could do. This is unacceptable. Amid a very stressful situation, I took the time to do my due diligence. I received the refund from the airline but did not receive it from the insurance company. How convenient for this company not to have any record of my call.

  

  Business Response

  Date: 06/30/2025

  See attached response.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against *** Global for severe mishandling of a travel insurance claim, ongoing delays, and complete lack of accountability or communication.I submitted every single required document for my travel insurance claim. Despite this, I was repeatedly told via email that documents were missingdocuments that were clearly included in my original and follow-up submissions. I re-sent them promptly each time. Thirty-eight days after one such submission, I received an email stating, Thank you for the document, we will now move it along the process. Then, forty-four days later, I was told another previously submitted document was missing. This cycle repeated again after twenty-four more days. Every response is robotic, and there is no clear escalation path or responsible ********** has now been months, and Im still waiting for reimbursement, with zero progress and no real human response. I am being penalized financially for ***'s internal dysfunction specifically, I have paid $473 in credit card interest (and counting) while waiting for their overdue reimbursement. This interest has accrued solely because *** has failed to process my claim in a timely or professional manner.This company is either grossly incompetent or actively delaying claims intentionally. I am requesting an immediate resolution:Full reimbursement for my claim,An additional $473 to cover the credit card interest IMGs delays have caused,A written explanation and apology, and A proper escalation contact to prevent further mistreatment.If this is not resolved promptly, I will not only file with the state insurance authority, but I will also pursue action with regulatory and consumer protection agencies for systemic abuse and financial negligence.I would never use IMG again, and I urge others to avoid them until this matter is fully addressed.

  

  Business Response

  Date: 07/17/2025

  Good afternoon,

  See attached response.

  Customer Answer

  Date: 07/17/2025

  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. 
  
  July 16, 2025
  
  ***** *******
  IMG Travel Claims Department
  
  Re: Appeal of Denial of Claim T24018 (Policy #TCSE085268960)
  
  I have copied **** **********, ****** ******, *** *****,****** *******, ***** *******, and ***** ********** on this message so that,with their guidance and support, we can achieve a prompt and fair resolution in line with **** commitment to exceptional customer care.
  
  Dear Ms. ***************** am writing to formally appeal the denial of Claim T24018 under policy #TCSE085268960. This claim was submitted for reimbursement of a medically necessary business-class flight upgrade totaling $6,826,which was incurred after I sustained a serious injury (a horse bite)during my trip. I respectfully request that *** reconsider and overturn this denial. The denial contradicts the explicit terms of our travel insurance policy and the documented medical necessity of the upgrade, as detailed by attending physicians. All relevant medical records, physician statements, and receipts are already in **** possession. Below, I outline the key facts and policy provisions supporting this appeal:
  
  Policy Coverage for Medical Repatriation Upgrade: The Emergency Medical Repatriation section of our policy expressly covers the cost of a commercial air upgrade to Business Class when medically necessary. In fact, the policy states that eligible transportation includes a commercial air upgrade (to Business or First Class), based on Your condition as recommended by the local attending Legally Qualified Physician and verified in writing and considered necessary by the Program Medical Advisor. This clearly encompasses the scenario of my injury, where a physician-documented upgrade was required for safe return travel.
  
  Attending ************************************* 25 Mar 2025): Dr. ******** *******, the attending emergency physician at *************************** in *********, treated my horse bite injury on March 25, 2025. He administered appropriate acute care including a tetanus vaccine, antibiotics (Augmentin and Syntomycin), and pain medication (Co-codamol) and discharged me with instructions to remain in a position of comfort (rest as much as possible) and to have travel assistance due to my condition. In other words, the treating doctor recognized that I could not safely endure standard economy-class conditions given my painful injury and limited mobility. His discharge recommendations effectively necessitated a more spacious seating arrangement and an accompanying companion for the journey home (which aligns with the later written confirmation from my follow-up physician, detailed next).
  
  Follow-Up Physician Verification **** ******* ******, 30 Mar 2025): After initial treatment, I was evaluated by Dr. ******* ****** in *********, on March 30, 2025. Dr. ****** provided a written medical letter explicitly confirming that a Business Class seat (with a companion) was medically necessary for my return flight. In her letter, she explains that I was experiencing severe pain, swelling, and difficulty sitting for long periods, and that a standard economy seats lack of space and support would worsen my condition and increase health risks. She strongly recommend[s] that the patient be seated in business class ... and that a companion seat be provided, emphasizing that this is not a luxury request but a critical medical necessity to prevent further health complications during travel.. This letter, which is on file with IMG and attached to this email, constitutes the required written verification by the attending physician that a Business Class upgrade was medically necessary. It fulfills the policys condition for coverage of the upgrade, as cited above, and corroborates Dr. ******** orders that I travel in a reclining, comfortable position with assistance.
  
  Photographic Evidence of Injury: Enclosed is the only photograph taken approximately eight hours after my initial treatment at TEREM on March 25, 2025. Even after clinical irrigation and dressing, you can clearly see residual redness, puncture abrasions, and early bruising around the wound site. This image demonstrates the severity of the tissue traumafar beyond a minor scrapeand corroborates Dr. ******** findings of substantial pain and inflammation.
  Timing and Context:  This photograph was captured within hours of treatment, before the injury reached its peak inflammation, as noted by Dr. ******* ****** on March 30. By that later date, the swelling and discomfort had increased significantly, reinforcing the fact that prolonged sitting in a cramped economy seat would have been excruciating and medically unsafe.
  Medical Necessity of Business Class: The wounds location on my upper back and the degree of bruising visible in the photo and further inflammation made it impossible to maintain a proper seated position for the long flight home. An economy seat would have pressed directly against the injured area, impeding circulation and delaying healing. The photo, together with the physicians reports, underlines why a business-class accommodation was a critical medical necessity rather than a matter of comfort.

  
  Supporting the Appeal: By visually documenting the injury shortly after treatment, this image strengthens the case that a standard economy seat would have posed too great a risk of exacerbating the injury. It serves as compelling, objective evidence that IMGs denial overlooked the real and painful limitations caused by the horse biteand why full reimbursement for the business-class upgrade is unquestionably warranted under the policy.
  Travel Itinerary and Upgrade Details: My traveling companion (******** *.) and I departed ******** (TLV) for ******** (***) via **** (FCO) on March 31, 2025. We flew on Alitalia (AZ) Flight 815 from TLV to FCO and Flight 610 from *** to *** that day. In light of the medical necessity, both of our tickets were upgraded to Business Class for the long journey home. The upgrades were arranged through Five ****************** on March 26, 2025, at a cost of $3,413 per ticket (totaling $6,826), as evidenced by the invoices/receipts already provided to ***. These travel arrangements were made in direct response to the physicians recommendations I could not have traveled safely in economy class without risking severe pain or complications. The expense in question is therefore fully attributable to a covered medical repatriation need under the policy terms.
  
  Documentation on File: *** has in its possession the complete set of documentation substantiating this claim. This includes the ************ medical report **** ******** treatment notes and discharge instructions attached here again), *************** detailed letter of medical necessity (attached), and all receipts and billing statements for the flight upgrades. There is no lack of proof as to the injury, the medical necessity, or the costs incurred. The injury indisputably caused substantial discomfort and risk during travel, and the decision to upgrade was made on doctors orders and later verified in writing precisely the conditions under which the policys Emergency Medical Repatriation benefit is meant to apply.
  
  Additionally, please be advised that I will be invoking Squaremouths Zero Complaint Guarantee by copying [****************************************](mailto:****************************************) on this appeal. Under ************ program, their licensed claims specialists will formally mediate on my behalf with ***, and failure to resolve this dispute in accordance with the policy may result in IMGs removal from ************ platform. I trust *** will honor its contractual and legal obligationsand avoid further escalationby promptly reimbursing the $6,826 medically necessary business-class upgrade.
  
  In summary, the denial of Claim T24018 is not consistent with either the facts or the explicit coverage provisions of the policy.The policy language plainly covers my situation, and the medical evidence from multiple physicians unequivocally demonstrates that the Business Class upgrade was medically required. I therefore urge *** to reconsider this claim and approve full reimbursement of $6,826 without further delay.
  Please also be advised that we (the insured parties) are New York residents and the policy was issued in ********. As such, this matter falls under New York jurisdiction and consumer protection laws. I am aware of my rights under New York insurance regulations. If this appeal is not granted in a timely and just manner, I will proceed to file a formal complaint with the ***********************************************, which oversees insurance practices in our state in addition to many other avenues I am able to. I sincerely hope that will not be necessary, and that *** will resolve this claim in good faith per the contract terms.
  
  Thank you for your attention to this urgent appeal. I trust that upon review of the policy wording and the comprehensive documentation on file, you will agree that the original denial was made in error. I would appreciate a prompt written response confirming that the claim decision has been reversed and that the $6,826 will be reimbursed under the policy within the next 5 business days. If any additional information is required, please contact me immediately however, given that all relevant records are already with IMG, I anticipate a swift resolution.
  Sincerely,
  
  ******** ********* & ****** *********
  IMG Insured / Claimant (Policy #TCSE085268960)
  

  
  

  

  Business Response

  Date: 07/28/2025

  See attached response.

  Customer Answer

  Date: 07/28/2025

  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. 
  
  **** continue to deny the claim against their policy, i will be taking this legally to reclaim what they owe me.  **** care crooks and are a dishonest company to deal with, and I will make sure everyone online is aware of this, they took $7,000 of money they owe me for following their policy and rules on insurance travel insurance, they are a sham and a shame for operation legally in ******** and *** at large.

  The refuse to resolve the issue.

   
  Regards,
  
  ******* *********

  
  

  Customer Answer

  Date: 07/29/2025

  i dont want my name to be published on your website.

• Initial Complaint

  Date:06/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a travel medical insurance policy from *** Global while residing in ****************. During a hospitalization in ******* (June 1517, 2025), *** issued a written three-day Guarantee of Payment (***), which I did not exceed. I was repeatedly assured by *** representativesverbally and by phonethat my stay would be extended if medically necessary and that coverage was confirmed.Despite this authorization, around 4 AM Bangkok time, *** said they were still deciding whether to pay for care they had already guaranteed. This reversal left me vulnerable, humiliated, and emotionally distraught. I returned home unable to sleep and cried during counseling. I felt trapped in a foreign country without protection. This has made me fearful of seeking care again and damaged my trust in insurance *************** Violations:Breach of Oral ********************* Estoppel:Restatement (2nd) of Contracts 90 and RCW 48.18.530 support enforcement of verbal promises relied upon by a consumer.Bad *************** Practices:RCW 48.30.015 bars unreasonable delays or denials of valid claims. **** conduct failed this standard.Failure of Good ************ Dealing:RCW 48.01.030 and ********* v. Aetna affirm insurers must act fairly in all dealings.Consumer Protection Violations:RCW 19.86.020 and 15 U.S.C. 45 (FTC Act) prohibit deceptive practices like shifting commitments.Record Retention Obligations:WAC ********** requires claims records be kept for 3 years. Refusal to provide call recordings may constitute spoliation.Federal Discovery Rights:FRCP Rule 26 entitles parties to relevant communications. Refusal may trigger subpoena or court order.Requested Resolution:Immediate release of all phone recordings (MP3 or equivalent) related to my hospital stay June 1517, 2025 (******* time)Written confirmation that *** will honor the *** and pay the hospital in full.Sincerely,*********** Robert ******

  

  Business Response

  Date: 06/25/2025

  Good afternoon,

  I am unable to locate your account based on the information provided.  Please provide me with your policy number and the ** number provided to you when you initially purchased the policy.  Upon receipt we will research the matter further for you.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive never been harassed so many times by Business, *** submitted the medical documents numerous times. *** also submitted the payment request proof of payment everything theyve asked for, theyve done everything they can for the last nine months to not pay a reimbursement on a ski pass. I wasnt able to go skiing due to medical reasons by insurance prior, the doctor wrote in I wasnt able to go and they still causing problems with that. They paid out the first claim on the speed pass for the child, but not for the adult of the claim was on. Ive never wasted so much time with the company and had employees be so nasty and talk inappropriately over and over again. They continually harass me and couldnt be any router when you call in. They never for documents. A manager will never call you back, I have 80 emails corresponding back-and-forth and a claim still not paid out.

  

  Business Response

  Date: 07/16/2025

  See attached response.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello we husband and I were looking for travel insurance and found Itravelinsured,Inc. They got all of our information and $301.34 and sent us to International Medical Group known as IMG, more like OMG. We were covered for Medical and loss of luggage ect... We got sick on the Ship ?? When I called them they wanted all paperwork showing we were taken care of by Medical Staff A Doctor on the Ship. The Details Medicines day to Day We sent Everything and they wanted proof that we paid those Medical Bills Sent those Too. We Sent 3 Times All paperwork We have And Still they say they want more of what we sent them The Same. We asked for $1949.76. And they are saying a lower amount $1500.00 I don't know how??? Also in sending all paperwork they asked us to underline and highlight Doctor Nurse Names and what was wrong with us and Medicines day by day, We did That Everything they asked.

  

  Business Response

  Date: 06/16/2025

  See attached response.

  Customer Answer

  Date: 06/16/2025

  Hello I saw the response from *** they want more paperwork from and are asking for where when how much and who, when we first Booked our cruise. So I'm sending you *********** this is our go to for Cruises,  Our Travel Agent is *** ********-Bisnell. I sent these 2 paperwork to *** . The Date 8-21-2024 is the date we set it up. I don't know if I can get more paperwork from her but I will try, I'm going to call her. Thank You Stephanie 

   

  Customer Answer

  Date: 06/18/2025

  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.]

  Hello I saw the response from IMG they want more paperwork from and are asking for where when how much and who, when we first Booked our cruise. So I'm sending you *********** this is our go to for Cruises,  Our Travel Agent is *** ********-Bisnell. I sent these 2 paperwork to *** . The Date 8-21-2024 is the date we set it up. I don't know if I can get more paperwork from her but I will try, I'm going to call her. Thank You Stephanie 
  
  Regards,
  
  ********* ******

  
  

  Customer Answer

  Date: 06/27/2025

  Hello I just received paperwork from *********** today that has information about the cruise we went on, It's for IMG this is what they are asking for. I will send it to you now. THANK YOU *********. 

  

  Business Response

  Date: 06/30/2025

  Thank you, we will await the additional information.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Misrepresentation and Failure to Process Medical Insurance Appeal IMG / Patriot America Lite I purchased a Patriot America Lite travel insurance policy from *** for my daughter Dafna Farbers trip to the **** (Policy ID: *********. She became critically ill while visiting ******* and underwent emergency surgery at *************************** from July 1417, 2024, for septic strep infection.We submitted all claims and records promptly. After months of calling, I was told over the phone (never in writing) that the claims were denied due to my daughter failing to follow medical instructions and dying. This is entirely false she recovered fully, and we have medical documentation from every treating physician. I filed a detailed appeal in March 2025, both by email and registered mail, with:Hospital records Several medical letters Timeline and claim details *** has failed to respond. I have no written denial, no access to my online claim records (which were deleted without notice), and have been told to wait 2 weeks, and now 90 days. This is a clear case of stalling and avoidance. I am requesting:Written response to the appeal Reversal of the improper denial Compensation for covered claims as per policy I have recordings of calls post appeal submission and all documentation if needed.

  

  Business Response

  Date: 06/13/2025

  See attached response.

  Customer Answer

  Date: 06/14/2025

  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 acknowledge that IMG has overturned its prior denial and is now reprocessing eligible claims for payment. This is an important step, and I appreciate the decision to reverse course.
  That said, I do not consider the matter fully resolved at this time. **** response confirms that:
  The initial claim was denied due to a supposed "Against Medical Advice" incident at urgent care, despite the fact that the patient (my daughter) was immediately brought to the hospital and followed all medical recommendations.
  IMG made this denial without ever sending a formal denial letter or an Explanation of Benefits at the time.
  Access to the claim portal was revoked without explanation, making it impossible to verify claim status for months.
  Despite claiming to have sent an appeal response on 5/6/25, I never received it.
  A representative also falsely stated that my daughter had died a statement IMG now denies making, but which contributed to my formal complaint.
  I am currently waiting for the reprocessed claims and full Explanation of Benefits to confirm what has been paid and what (if anything) was denied. Until this documentation is received and confirmed, I consider this issue partially resolved but still open.
  I will update this file again once the full financial details are available and complete.
  
  Regards,
  
  ******* ******
  

  Customer Answer

  Date: 06/18/2025

  *** has now reversed two previously denied claims, and I have received two claim status notifications:
  Claim HPbZIAN9 Paid $215 (CPT code *****, initial hospital evaluation)
  Claim oRTtfTLp Status marked as Processed Paid, but no Explanation of Benefits (EOB), service date, or payment detail has been provided
  To date, IMG has not provided:
  Any clear breakdown of which services are being reimbursed
  A list of all reprocessed or pending claims
  A running tally of payments applied toward the $50,000 policy limit
  Furthermore, *** has now claimed for the first time that the original denial was based on my daughters grandmother allegedly refusing ambulance transport from urgent care to the hospital, triggering an Against Medical Advice exclusion. This is the first Ive been informed of this rationale, and it was never shared with me in writing at the time of denial or appeal. I was given no opportunity to respond to this claim during the appeal process because it was completely concealed until their BBB response.
  After speaking with my mother, the caregiver on site, she confirmed that urgent care never offered ambulance transport they told her simply to go immediately to ***************************, which she did by car immediately. There was no ********************, no discharge against medical advice, and no signature indicating such contrary to IMGs justification.
  I am continuing to pursue this matter through the ****************************************. I request that this BBB complaint remain open and active, as the insurer has not yet fulfilled their obligations under the policy or disclosed complete information about the overturned denials and processed claims.

  Customer Answer

  Date: 06/22/2025

  Im writing to provide an update regarding my complaint against International Medical Group (IMG), Case ID ********.
  Following multiple formal complaints and your intervention through the BBB, IMG has now reversed its previous denial and paid out the full $50,000 policy limit on my daughter Dafna Farbers medical claims. This resolution would not have occurred without public pressure and formal oversight. While *** did not take accountability for its initial mishandling, I am relieved that the claim has now been fully paid and that the financial burden has been lifted from my family.
  For your reference, I have attached the official response from the **************************************** (****), which confirms that the insurer reprocessed and paid all eligible claims following their investigation and inquiry.
  I would like to sincerely thank the Better Business Bureau for its role in ensuring this matter was addressed. Your platform gave me a vital channel for visibility and accountability when other avenues were failing. I appreciate your continued work advocating for consumers, and Im sincerely grateful for your support throughout this process.
  With appreciation,
  ******* ******

  

  Business Response

  Date: 06/27/2025

  We are glad this worked out in your favor.

  Customer Answer

  Date: 06/27/2025

  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. 
  For future reference, the company did cover the expenses according to the policy but not without aggressive attention on my part. They continued to ignore my requests and denied me information to my account. I still havent received EOBs except for 2 of the claims. Without external assistance from the BBB I dont know if they would have even responded at all leaving me with very substantial medical bills. Thank you for help again, but I do not trust this company for any future policies. 
  
  

  Regards,

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

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased travel insurance for a trip to ******. Most of our group of 10 were delayed on ***************. Img reimbursed us for actual out of pocket extra expenses under their "Trip Delay" coverage but we are being denied "Trip Interuption" or "Trip Inconvenience" coverage which is clearly part of the policy we purchased for about $800.

  

  Business Response

  Date: 06/04/2025

  See attached response.

• Initial Complaint

  Date:05/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought travel insurance for 2 insureds; included $250 baggage delay "per person." The policy only pays after full denial from airline. We fought Air France for 4 months; ********** only paid (partial) after our complaint with the ******** of Transportation (airline paid $1,826.79 of $2,071.06; $525.78 of $941.78 of the other). Unpaid amount remaining $244.27 for 1 insured, over $250 for the 2nd insured. *** Policy clearly states 2 insureds, each with a different ID numbers, and "Maximum Benefit Limit of Liability: All limits are applied per person." *** IMG (************************************/International Medical Insurance (IMG)), through iTravelInsured: (1) Subtracted from $244.27 left due individual expenses it claimed were not covered even though airline did not itemize what it paid, calculated $2,071.06 in expenses less $1,826.79 Air France paid THEN looked for any expense IMG would not cover and subtracted those amounts from the remaining $244.27 of coverage, (2) Refused to pay taxi fares to pick up the bags from the *****************, saying they were not covered because outside the coverage period, but they misread the receipts. In *********, as Euro countries, dates are day/month/year and not month/day/year. They were all within the coverage period. (3) iTravelInsured made mathematical error claiming one insured received $941.78 from Air France, which was the full claim, mistakenly not reading the document showing only $525.87 (4) Rather than paying the $594.27 due under the policy ($244.27 plus $250), iTravelInsured only paid $284.82 (5) would only reconsider if we made a formal appeal (6) In response to appeal, they falsely claimed the policy only covered $250 in total and not "per person," clearly contrary to the policy, and wanted us to RETUTN TO THEM $34.82!*** We want full amount due plus money for time spent fighting their bad faith. To others: Avoid ********** Ins and especially their claims agency!

  

  Business Response

  Date: 06/06/2025

  See attached response.

  Customer Answer

  Date: 06/06/2025

  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. It is, however, disappointing that simple mathematical errors by one person and another person handling appeals for the claims simply not reading the policy resulted in my filing a BBB complaint and complaints filed with multiple government agencies in the states where the insurer and claims company are located. This was entirely unnecessary and ridiculous sloppiness and maybe laziness (not reading the policy) of those who handled the claim, causing unnecessary time and effort of myself, taking me away from my business, and for everyone involved in handling the claims with government agencies and insurers. Hopefully they learn from this and it does not happen again for others.
  

  Regards,
  

  ***** ******