ComplaintsforInternational Medical Group, Inc.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  04/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a travel insurance policy from IMG for myself and my mother for a trip taken in December 2023. My mother fell and landed up in the hospital during this vacation. I submitted the hospital bills which were paid out and then later submitted more bills covered by the policy that were not paid out. I have contacted this company over 10x a few times I have been hung up on, I have sent in the information in various manner as requested. None of which is "received" even though I get a fax confirmation! They claim they will escalate and call me back and I'm still waiting. I have never had to deal with or spend so much time with a company to get nowhere!!

  

  Business response

  05/02/2024

  See attached response.

  Customer response

  05/12/2024

  This has not been finalized/closed yet!! I'm waiting for backup details 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a policy under which I can get any medical treatment that doesnt include existing conditions for around 400$ for 6 month. had this insurance for around a year and a half.Apparently, the company hasnt been paying any bills for any medical claim that they should have. They didnt even bother to not notify me that something was wrong, I just started getting emails and texts from one medical Institute about a bill from last year, asking for money.When I went online to my account, I saw claims that werent paid for, and they were accumulating, creating $4000 + debt Under my name, and in the details they say There is not enough medical records, we are waiting for the medical Institute to send over the full records.I even tried having both the medical Institute (from the first claim) and IMG on the phone line together and it did not help.Ive been calling them over and over again to try and sort all of these bills out and they say that they can only deal with the newer claims after theyre done with the first claim, but the first claim is not being taken care of.When I asked the customer service representative to speak to a Manager, they say that it is not possible and that they will have a manager Call me back.Of course no one reached back.Do not use this health insurance. They will take your money and not give you the service for it. You will end up having to either pay the bills yourself or *** the company.

  

  Business response

  04/26/2024

  See attached response.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid International Medical Group (***) $653.00 for a travel insurance policy 4/19/23. The member #: ********. The trip was to ******* and **** Oct 22-Nov 12, 2023. My travel companion got seriously ill; we interrupted the trip to return to the **. Nov.2. I notified *** while still in **** of the situation. Sent my first claim to *** Dec. 4 certified mail to the ** Box on the *** claim form. I was notified by **** that the ** Box *** provided was no longer valid and no forwarding address was provided to the ****- my claim was returned to me. After many calls to find out the correct address, I sent a 2nd claim 1/24/24 to the new *** ** Box certified mail. I made many calls to *** to find out status of claim with no results. I received the certified mail receipt confirming delivery, but *** never sent me an email confirming receipt nor the status of my claim. In late January I got a request from *** to send them an electronic claim - they preferred electronic over paper claims! It was the first time I was informed of the need for an electronic claim. I sent the claim electronically - iTravelInsured ************ then confirmed receipt of my electronic claim 1/30/24. Again, I got no further info from *** or iTravel re: status of my claim. Again, I called *** to get info. (Throughout this process I called *** at least 10 times to learn status of my claim). Finally March 15th I got an email stating my claim would be passed to "claims team" for assessment - they would contact me. Several days of no contact- I, called again- they stated claim processed but waiting "authorization for payment" (no time frame for authorization). This process started Dec 4 when I sent the first claim- today is March 27th 2024. I have no info re: reimbursement. Waiting almost 4 months (maybe longer) is UNACCEPTABLE. I've spent days completing these claim forms with no result. Very confusing to get correspondence from both *** and iTravel Claims - who's responsible for reimbursing?!

  Customer response

  03/28/2024

  March 16 I got an email from ******, Assistance Coordinator at *** stating they got my email asking about status of my claim.  She wrote that it had been forwarded to a review team and to allow ***** days for review & follow up. March 25, 2024 I called ***/iTravel Insured  again to get info. on the status of my claim.  The representative answering phone inquiries (not the claims processor) said an email was sent 3/18/24  from the claims team stating that the claim was in final stages of processing.  I did not receive this email.  The phone representative sent me a "screenshot" of my claims settlement process.  The screenshot showed that a letter dated 3/15/24 was addressed to me stating that my claim  was: "Reviewed and recommended for settlement". Please note this is subject to final authorization and at this stage we have not formally accepted liability for your claim."  I never received this email.  If I had not called the general *** phone number March 25, I would never had known the status of my claim.  Now the claim awaits "final authorization".  There is no indication how long this will take.  According to the estimate in the *** screenshot detailing the claim, the total claim value is: $2,743.63.  In sum, I have filed this same claim 3 times (twice by certified mail, and once electronically).  Communication from *** and iTravel has been inconsistent and incomplete.  I sent my first claim certified mail Dec. 4 2023...it is now March 28, 2024 and I still have no resolution.  Waiting almost 4 months for claims processing (and still not finalized), my spending hours completing and following up on claims, the money/time required to send claims certified mail, ***'s original provision of incorrect PO Box for claims on their claim paperwork,  poor, inconsistent responses from *** and iTravel is unacceptable.   I request immediate resolution of my claim totaling $2743.63 and, if possible, refund of $653.00 for the original cost  of my travel insurance policy.

  

  Business response

  04/18/2024

  See attached response.

  Customer response

  04/28/2024

  I finally received a check from IMG to settle the claim after more than 4 months of IMG stalling, not returning inquiries, etc.

  Thank you very much for your support!

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  I bought traveler insurance from IMG Global for a trip to the **, and while visiting I got sick with Influenza A and as a result I was hospitalized.The insurance rejected all the claims from the hospital claiming theres no coverage, while their web site clearly states that seasonal illnesses like flu are indeed covered. I even called their help desk before going to the hospital to make sure I had coverage.Looks like this happens a lot since I see several other reports where peoples claims are denied immediately and they need to report to the BBB to get resolved. I paid almost $1000 for an insurance policy with a $100 deductible and expect them to hold their end of their deal.

  

  Business response

  03/14/2024

  Good morning,

  We are unable to locate your account based on the information you provided.  Please provide us with your certificate number, Insured ID number and your complete address and I will perform another search for your account so we can research this matter further for you.  Thank you,

  Customer response

  03/14/2024

  Certificate ID: *************

  

  Business response

  04/04/2024

  See attached response.

  Customer response

  04/14/2024

  The insurance company is taking a very long time to address my appeals to the claims. I have been waiting to see a response to my requests, but their web site is too confusing for me.

  As of right now, Im still being asked by the hospital to pay full amounts. So they seemed to just have ignored me.

  Customer response

  04/16/2024

  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. 
  
  

  The insurance company is taking a very long time to address my appeals to the claims. I have been waiting to see a response to my requests, but their web site is too confusing for me.

  As of right now, Im still being asked by the hospital to pay full amounts. So they seemed to just have ignored me.

  
  Regards,
  
  Ma ***************************
  

  

  Business response

  04/23/2024

  See attached response.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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.

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