ComplaintsforInternational Medical Group, Inc.

Travel Insurance

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Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Insured ID: ******** In November of 2023 I was hospitalized while overseas. I had a travel insurance plan with IMG. I was taken to the hospital because it was an emergency. While at the hospital I got the necessary approvals from IMG.IMG informed me that because they did not have a direct relationship with the facility that I would have to pay out of pocket and they would reimburse me. My bills amounted to $8,193.92 which I paid with my Amex card.Eventually IMG sent the doctor a guarantee of payment for the services requesting he provides information for them to send payment. However, since I had already paid the doctor contacted me and asked what he should do. I called IMG, explained the situation, and they recommended I file a new claim requesting reimbursement. I did so, but so far they have refused to process the claim. I've been calling their support department since the start of this year. The first time I was told to give them 30 days to process the claim and if they haven't to call back to have it escalated. I did so. When I called back on 2/12/2024 I was told the case was escalated and to give 10 days for a response. I never received a response, and so called back again on 2/22/2024. Again the case was escalated.Since then I've called back multiple times. Each time I'm told the case is being escalated. However, they have never responded or even updated the status of my case online. When I ask to speak directly with their claims processing department I'm told that is not possible.This issue has been causing me a tremendous amount of stress not to mention expense. I would like to know what I can do to compel IMG to honor their policy and reimburse me for my expenses. I have provided all the evidence they have asked of my (multiple times). However, they continue to give me the runaround.
Business response
03/29/2024
See attached response.
Customer response
03/29/2024
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.
The above of course is contingent on the business following through with their response and reimbursing me for the expenses incurred minus the deductible.

Regards,
***************
Initial Complaint
03/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an Ikon ski pass on April 4, 2023. I also purchased the pass insurance for $69.93 In November of 2023 I suffered from a fall off of my bicycle and that resulted in a severe injury to my right shoulder rotator cuff. As a result of that injury, I was unable to ski this season. I submitted a claim to ****************** on 12/22/23 along with a Physician's statement. **** referred the claim to IMG who has told me they are waiting for Spot to confirm that I have not used the pass. **** finally did that on 3/13/24 but on 3/18/24 IMG emailed me that they don't have a claim. I also logged into my account and saw this message under My Claims: "You have no active or existing trip claims on file." When I called on 3/18/24 they did see the claim but did not know why the claim was not visible.So it's been almost 3 months to pay a claim that should take 10 business days. I still have not been paid. I am therefore filing this complaint so that Spot fulfills its responsibility to process my claim and issue me a refund of my IKON pass for $999.900.
Business response
03/26/2024
See attached response.
Customer response
03/26/2024
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
03/13/2024
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 a Patriot *******(SM) Platinum medida insurance with no copay for a 2-week trip to *******. At 1am my 7-year old son started crying of pain in one ear. I called IMG to get a list of nearby emergency care places. They provided a list of clinics all of which were closed at that time of the night. I took my son to a hospital emergency and he was treated for acute ear infection. There even no pharmacies open at that time within a 15-minute driving radius. Ear infection can be dangerous if not treated as it can burst the eardrums. The hospital and emergency physician billed us and we provided IMG (UnitedHealthcare) info for billing. IMG denied saying this type of service is not covered. I am now on the line to pay $1967.24 for this.
Business response
04/02/2024
See attached response.
Customer response
04/02/2024
Hello - I have not received any communication from IMG as to whether and how they will resolve the issue. I have had no communication from them. For all I know, they could resend a bill in 2 weeks. So I cannot accept nor reject (the only two options provided). Please provide guidance on how to proceed.
Initial Complaint
03/12/2024
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 skiing pass for the 2023-2024 ski season. With it I purchased insurance through IMG, which provides insurance in case the ski pass cannot be used due to medical issues. I subsequently had a required knee surgery that is covered under the medical policy of the insurance. I submitted a claim and provided all requested documentation. It has been 3+ months and IMG has not processed the claim. They have not made progress. They do not promptly respond. I provided all documents and proof that the ski pass has not been used. They have not issued a refund.
Business response
03/21/2024
See attached response.
Initial Complaint
03/09/2024
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 company sells travel medical I . I bought a medical insurance policy before international travel in April 2023, to supplement my regular health insurance. I had a medical emergency while traveling and used their insurance. As soon as I got back home I filed a reimbursement claim in June 2023. Since then IMG hasnt paid me anything. They have been lying and dragging their feet. They told me they sent requests for medical records, but when I called the hospitals no requests were ever received. So I obtained copies and sent them to IMG. Each time I supplied them with new info or records, I would wait the 45+ days then called back only to find out they hadnt done anything. I have requested escalation, but the latest call center person told that an escalation didnt do anything. I have requested call back from managers, but have received one. At this point, since theyre probably going to deny the claim anyway, I just want them to deny it so that I can forward the claim to my regular insurance.
Business response
03/18/2024
See attached response.
Customer response
03/19/2024
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 have spoken to their customer care team on multiple occasions, they claimed to have sent requests to the hospitals, but the hospitals claim that they have never received them. So I retrieved the medical records from the hospitals and emailed them over, I also received a response from IMG that they received the records. Last month when I spoke with a member of their team, they reported that they had everything they need, that it had been forwarded to the claim review team, and they expedited the processing. I also requested a call back from a manager which I have never received.

Regards,

************************
Business response
03/26/2024
See attached response.
Customer response
03/27/2024
Better Business Bureau:

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

With the supplied date of the call back, I registered to that message which said, Hi this message is for *******************************, this is <**********; with <*******, but knowing who it was from I could make out the **** although it wasnt easy>. Giving a call back per your request. Please call ************ option 3. Thank you and have a good day. With the incorrect name, I figured it was an ill informed telemarketer so I didnt call back. I also know that Option 3, is the choice to speak with a customer service representative, and they arent allowed to transfer to a supervisor, so I would need to schedule yet another call back, which is more than frustrating.
Be that as it may, with regards to the medical records I will say again, I personally sent in all of the medical records that have requested the ******** records as well as the ******* records and Ive confirmed on multiple occasions that they were received by IMG. *** also recently turned this matter over to my regular insurance provider, ****** Permanente, who should be reaching out to you as well.

Regards,

************************
Business response
04/03/2024
See attached response.
Customer response
04/15/2024
Im sad that you closed this because this isnt anywhere near being resolved. A week and half ago I talked to a supervisor type person and he claimed that they hadnt received any documentation, until I pointed out the exact date that I emailed them everything, then he miraculously found it. He told me that they were going to work on it, I told him to give me a call back in two weeks with a status update, which I believe will be this Friday. So, since this case is closed, then if he doesn't call back or there isnt any progress, then I suspect that I will need to open a brand new BB case against them, right?
Initial Complaint
03/06/2024
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 travel Insurance through IMG iTravel ******** **** on 2/25/2023 for our trip to *****. the trip was from ***** to 11-17-2023. We had to cancel the trip on 10/30/2023 due to my husband's *******.Momsen failing health. I have sent in many requested documents to IMG. Which include their insurance form with *******'s Physcian *************************************** letter to IMg dated on 12/2023 that ******* could not and should not go on the trip due to complications from bladder cancer and chronic anticoagulation from a bleeding disorder. ******* has two artifical knees **** an artifical shoulder and chronic Arthritis. We were to leave on the trip on 11/02/2023, but ******* could not get out of his chair due to pain in his foot and required assist from me and a cane to get around until this passed. ******* also developed an unsteady gait that has caused him to often sit down. Because of we cancelled the trip. My claim number is TCSE *********. We have been denid three times: unforeseen events, medical issues not listed, and now incomplete medical records dated 12-26-22 to 02-23-23 that I sent in upon request from IMG . I have email ******************************* CEO of IMG Inurance for assistance on my claim. I have corresponded with ***********************, *****************************, and ********************************* all from IMG's claims ***** I was emailed by ***************************** that we had a valid claim and was paid $724 s a settlement. The cost of the trip was $11,271.18 after credits from hotel and flights. If BBB can help in any way it would be appreciated. *****************
Business response
03/05/2024
Dear Sir or Madam:
Please accept this letter as confirmation that ************** Fire Insurance
Company of Pittsburgh, Pa. (NUFIC) received your letter of complaint
dated 3/3/2024 and submitted on behalf of *****************.
A search of our systems did not produce a record of a travel policy issued to
***************** underwritten by NUFIC or any of the *** subsidiary
companies. We are therefore returning this complaint to your office to route
to the correct insurance carrier for handling.
Should you have any questions regarding the above, please do not hesitate to
contact Ms. ******* Quarless at ************************ or at (718) 250-
1617.
Sincerely,
Dezorey *****.
Business response
03/13/2024
See attached response.
Customer response
03/13/2024
The company I am dealing with is IMG ITavelinsured,INC itravelclaims @imglobal.com www. **************.com P.O Box 3231 ****************, ** 48333-3231 ************** Claim number TCSE ********** CEO ******************************* ***********************************************. I spoke to ****** earlier due to an incorrect insurance co. I thought this was taken care of. Please feel free to call me at #************ or ************
Thanks,
*****************
Customer response
03/14/2024
No. I misread the last notice. Very thing is correct. Thank you so much.
*****************
Customer response
03/25/2024
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 received a notice tonight stating that IMG **************** settled my claim. The only letter I received was on March 13, 2024 from ********************************** ***** Legal Assistant.

This letter stated that we were paid $726.42 for trip cancellation benfits. That is true,but the cost of our trip was $11,271.18-$726.42=$10.544.76 which is what IMG still owes to us. We are willing to work with IMG to come up with a fair settlement.

I appreciate all the BBB has done for us, but at this time our claim has not been settled.

Sincerely,

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

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

Business response
04/01/2024
See attached response.
Customer response
04/01/2024
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.]

Regards,

*****************
Customer response
04/01/2024
I do not accept again the refusal to pay my claim due to my husband's health issues. His health was an issue when we canceled our trip to *****. His Physician addressed his health concerns in a letter sent to IMG iTravel. The letter clearly stated that due to his poor health he should not go on the trip.
Also at the time of the trip we were receiving notices from the US Government web site advising against travel to *****. Yes, we were concerned but would have traveled until the Arthritis in is feet prevented him from walking without assistance.
I did check many reviews from customers of IMGitravel stating that this insurance company did not pay many claims. This is very disapointing to me as a consumer. When in good faith you enter into a contact. That contact is to protect the buyer against unforseen events.
In Kind regards,
*****************
Initial Complaint
03/06/2024
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.
-May 9, 2023 Purchased trip insurance for travel between June 2-June 19;-On June 9, 2023 my mother died -Provided over 30 pieces of documentation -I have contacted by IMG Claims, IMG CEO and the *** Public Advocate -IMG keeps saying that I have not provided them with appropriate documentation for them to pay out the claim -Requesting that at least the value of trip cost $3500 is paid, even though the expenses to return back to the US exceed that original trip cost
Business response
03/21/2024
See attached response.
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear ***/*****,I am writing to file a formal complaint against International Medical Group, Inc. regarding the wrongful denial of my medical bill claims. I purchased a whole year of medical coverage on IMG's website for $2243.90 on 11/2/2023. On December 14, 2023, I underwent a routine medical checkup with my ******* Dr. ******************** at ****** Brooklyn **. Prior to this appointment, my doctor's ****** verified with International Medical Group, Inc. (IMG) that there would be no additional costs beyond the normal copay.Despite this confirmation, International Medical Group, Inc. has denied all of my claims, resulting in an unexpected medical bill totaling $1276.89. This denial has caused me undue financial strain and uncertainty regarding my ability to afford necessary medical care in the future.I believe that International Medical Group, Inc. has acted in bad faith by denying valid claims without justification. I have attempted to resolve this matter directly with International Medical Group, Inc., but have not received a satisfactory resolution.Therefore, I am seeking your assistance in mediating this dispute and ensuring that International Medical Group, Inc. honors its contractual obligations to provide coverage for legitimate medical expenses.Enclosed with this letter are copies of relevant documentation, including invoices, correspondence with International Medical Group, Inc., and any other pertinent records.I kindly request that you investigate this matter and take appropriate action to rectify the situation. Additionally, I would appreciate your guidance on how to proceed in resolving this dispute with International Medical Group, Inc.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Tianyu Bo
Business response
03/12/2024
See attached response.
Customer response
03/12/2024
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.
Firstly, I must emphasize the gravity of the situation. My initial complaint stemmed from the distress caused by an unexpected bill following a medical visit. As you are aware, my doctor's ****** had taken proactive measures to confirm with IMG, your esteemed company, ensuring there would be no unwarranted surprises regarding billing. Despite this assurance, I was subjected to an unexpected financial burden, contrary to the terms agreed upon.
The response furnished by IMG does little to address the core issue at hand. Merely referencing policy files and procedures without offering a tangible solution fails to acknowledge the distress and inconvenience experienced by me as a customer. It is imperative to understand that this matter extends beyond mere procedural matters; it concerns the trust and reliability expected from a reputable company such as IMG.
I urge you to reconsider your stance and provide a resolution that aligns with the commitments made by your company and ensures customer satisfaction. It is essential to rectify this situation promptly and restore faith in your services.
Thank you for your attention to this matter. I eagerly await your prompt and substantive response.

Regards,

Tianyu Bo

Business response
03/21/2024
See attached response.
Customer response
03/22/2024
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 must express my dissatisfaction with the handling of my medical bills. As a policyholder, I find it deeply concerning that despite paying a $200 monthly premium, my doctor visits are not covered at all.
Additionally, I want to highlight the significant stress and financial burden caused by IMG's incompetent policy. Due to your company's negligence, I received a delinquent bill from Labcorp, which has resulted in considerable mental and financial strain for me.

Moreover, it's crucial to remind you of the federal law regarding surprise medical bills, which mandates that insurance companies like IMG address medical bills on behalf of their policyholders. As such, I expect IMG to fulfill its legal obligations and take immediate action to resolve this matter.
"New Yorkers have even more safeguards from surprise medical bills under the federal No Surprises Act, which went into effect January 1, 2022.
Under the new law, health care providers and certain facilities cannot bill patients for more than their in-network co-payment, co-insurance, or deductible for certain surprise bills that is, when patients unexpectedly receive care from out-of-network hospitals, doctors, or other providers that they did not choose, under certain circumstances. Health plans are also required cover these kinds of out-of-network claims and apply only the same in-network cost sharing .
If consumers do receive a bill for these services, they have the right to challenge these charges.
Health care providers and facilities must inform consumers of their rights under the new law by posting a one-page disclosure notice on the facility premises and on their public website. Providers must also give this notice to the consumer when seeking payment, whether from the consumer or their health plan. Health plans are also required to provide consumers the disclosure notice with every explanation of benefits (EOB) that includes a claim for surprise medical bills."
I expect IMG to adhere to this legal obligation and fulfill its responsibilities in managing my medical expenses.
I urge you to review my case thoroughly and provide a satisfactory resolution that aligns with both your policy terms and federal regulations. I urge you to conduct a thorough review of my case and provide a satisfactory resolution that not only aligns with your policy terms but also alleviates the undue stress and financial hardship that your company's negligence has caused me.

Regards,

Tianyu Bo

Business response
03/29/2024
See attached response.
Customer response
03/29/2024
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 must emphasize the gravity of the situation at hand. Despite paying a considerable $200 monthly premium, I am deeply troubled by the complete lack of coverage for my doctor visits under IMG's policy.
Furthermore, I want to stress the significant distress and financial strain caused by IMG's incompetence. Due to your company's negligence, I have been subjected to a delinquent bill from Labcorp, resulting in considerable mental anguish and financial hardship.
It is imperative that you understand the seriousness of this matter. As a policyholder, I expect IMG to uphold its legal obligations under the federal law regarding surprise medical bills. Failure to do so not only breaches your contractual agreement but also violates federal regulations.
Please be advised that I am prepared to take necessary legal action if IMG fails to comply with the federal surprise medical bills law and address my concerns promptly. I urge you to conduct a thorough review of my case and issue a full refund of my premium payment that rectifies this situation without further delay.

Regards,

Tianyu Bo
Initial Complaint
02/20/2024
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.
DATE PURCHASED 6-21-23 DATE OF INJURY 7-6-23 I purchase travel insurance I am a yoga instructor who was hosting a retreat in ****. I had a spinal injury on 7-6-23, which made it impossible for me to travel and host the retreat I filed the claim and have been denied several times I have requested for callbacks from managers and have not received one. They have gone over their allotted amount of time for review and are still denying me I have submitted countless medical records and documents to support my claim. My first denial was before they were even able to view my medical records and they determined it was pre-existing. I had filed my medical records and didnt realize they needed a pin. Once I filed the records, they denied the claim without the ability to look at them. I am unable to talk to anybody that can assist me in making any changes. This has caused severe distress and financial hardship.
Business response
03/12/2024
See attached response.
Initial Complaint
02/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We paid for a whole year of travel insurance for my parents stay, thousands of dollars. However, when my parents had hospital stays, specialist visits, doctors visits and physical therapy sessions, IMG denied almost all the claims, giving reasons such as pre-existing conditions and not covered benefits. For my dads physical therapy, the clinic specifically called ahead of time and made sure the sessions would be covered. Then after the sessions, the clinic filed three times and appealed, all denied by IMG. They even included the reference of the inquiry ahead of time. Still denied. My mom had the physicians referral to see a liver specialist. But the insurance covered none saying its pre-existing condition, which is false. And all the other claims denied.
Business response
02/05/2024
Good morning,
I'm not able to locate your parents account by the information you provided. Please provide your parents name, Certificate number and Insured ID# and we will perform another search and research the matter further. Thank you.
Customer response
02/08/2024
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.
The business requests my parents information. Names: ******************* and ****** ****. Insured numbers: 88556037 and 88556038. Certification number: PATAP83435300

Regards,

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

Business response
02/15/2024
See attached response.
Customer response
02/16/2024
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.

You are only investigating some of the claims. But you have denied all the claims of ****** **** based on pre-exising condition and uncovered benefit, which are NOT true. You have also denied ************************************ claim based on regular visits, which were NOT TRUE! ****** only did all the visits and physical therapy because the condition came up and got unbearable when he stayed here and AFTER we purchased the insurance. You even told the physical therapy's clinic that all his visits after deductible will be covered, and in their appeal they included the reference number of that conversation. But you keep denying the appeals.
For Jinping Gu, you also didn't cover most of the claims, including the visit to the specialist, which charged over $800, also on the basis of pre-existing condition, which is NOT TRUE!!!! We want you to keep true to your promised coverage and stop making excuses not to cover things.

Regards,

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

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