General FAQs

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• What is IMG's mailing address?

  General Mailing: International Medical Group, Inc. 2960 N. Meridian Street Indianapolis, IN 46208 USA
  Claims: Claims Department P.O. Box 88500 Indianapolis, IN 46208-0500
  E-mail: CustomerCare@imglobal.com
  ATTN: Claims Department

• How long does it take to process my application and receive my ID card and other documents?

  Every attempt will be made to process your application timely. The specific time frame depends largely on the type of coverage for which you are applying. If you are applying for short-term coverage under the Patriot series, IMG will process your application and forward fulfillment materials within one business day. If you are applying for coverage under the Global or Group series, IMG will process your application within three to four business days following the receipt of all required information. Fulfillment materials will be forwarded the same day coverage is approved.

• Do I need to carry the ID card with me at all times?

  Your ID card contains important information including contact information for IMG should a medical emergency arise. We recommend that you carry it with you at all times.

• What if I need a replacement card because the original was lost, stolen or damaged?

  There are several ways to obtain a duplicate ID card.  The Client Resources page features an ID card link as a menu item on the right side of the page.  Simply click the link and follow the instructions.  IMG's quick links also features a link to print a duplicate card.  Additionally, if you have a MyIMG account, once you are logged in you have the ability to print another card. 

  If you fear your card has been stolen, please contact IMG immediately via e-mail, phone, fax or mail to enable us to watch for any misuse of the stolen card.

• Does IMG accept collect phone calls?

  IMG offers a toll-free number within the U.S. and Canada of 1.800.628.4664. From the Bahamas, use 1.866.677.4500. You may also call collect at 1.317.655.4500.

• Am I required to complete an IMG Claim Form everytime I go to the doctor?

  The Claims department encourages all insureds to complete a Claim Form for each new onset of an illness or injury.  This process gives IMG knowledge that you are receiving medical treatment and allows us to watch for appropriate billing to be filed on your behalf.  If you fail to submit a Claim Form and additional information is requested, IMG will contact you with an Explanation of Benefits and attach a Claim Form if one is required.

• Can I fax my claims?

  IMG will accept faxed documents if, upon receipt, they are legible and do not appear to be altered in any way. Faxes may be forwarded to 1.317.655.4505, Attention Claims Department.

• How long will it take to process a claim?

  Complete "Proof of Claim" must be received by IMG prior to making any benefit determinations. Proof of Claim is defined within your plan or Certificate of Insurance. Once all information is received, then claims are promptly processed in accordance with industry standards. However, when additional information is required to complete the Proof of Claim, processing will be delayed. The insured will receive an Explanation of Benefits indicating what is needed for further consideration. Failure to comply may result in the insured's claim being closed for lack of response.

• Where do I mail my claim?

  International Medical Group, Inc.
  Attn: Claims Department
  P.O. Box 88500
  Indianapolis, IN 46208-0500

• What happens if I need to seek medical treatment on the weekend or late at night and your office is closed?

  If you have a medical emergency, seek appropriate medical care.  If you need assistance, please call the phone number on the back of your ID card. IMG has medical professionals on call 24/7 to assist you in the case of a medical emergency.  If you need to precertify outpatient services you may use the online precertification form.If you are being admitted to a hospital, you may notify us either by submitting an online precertification form or by calling the phone number on the back of your ID card.

• What can I do if I disagree with a Benefit Determination made by IMG?

  A written formal claims appeal may be sent to IMG requesting a review of previously processed claims.  It is important that you submit your appeal and any supporting documentation within ninety (90) days of the original claims determination.  Your appeal will be reviewed and promptly responded to in accordance to your particular insurance plan or certificate.  Claim appeals should be forwarded to:
  
  International Medical Group
  Attn: Claims Appeals
  P.O. Box 88500
  Indianapolis, IN 46208-0500.

• What is precertification and why is it required?

  Precertification is a requirement under your certificate for certain medical services.  Please see your certificate for a list of services which require precertification.  During the precertification process, medical professionals review the planned medical services against standard medical criteria to ensure that the services are within accepted medical standards and are medically necessary.  Precertification may be initiated by you, your representative or your medical provider.  This can be done through MyIMG, through the Client Resources page of IMGLOBAL  or by calling IMG at 1.800.628.4664 (within the U.S.) or 1.317.655.4500.  Most U.S. hospitals and physicians are familiar with the precertification process and will make the phone call for you, though they are not required to do this.  You are responsible for ensuring the precertification process is done five days before you are hospitalized or within 48 hours of an accident or emergency illness.