Claims Center

How To File A Claim - The fastest and most convenient way to submit a claim is through our online customer portal, MyIMG. If it is your first time using MyIMG, click here to create an account. Once you've created a MyIMG account, follow these steps to submit a claim:

Log in to your account and click “Claims”
In the drop-down menu, click “Claims” and choose "Submit a Claim"
Follow the prompts to complete your claim submission

By filing your claim online through the MyIMG portal, you’ll get faster service, a confirmation email after your submission, a tracking number, and you will be able to view updates throughout the claims process. For more information on using MyIMG and its benefits, view this guide.

Trip Claims

Medical Claims

Frequently Asked Questions

How do I submit a claim through MyIMG?

Log in to the MyIMG portal and click “Claims.” In the drop-down menu, click “Submit a Claim.” Follow the prompts to complete your claim submission. For more detailed instructions, view the full MyIMG Guide.

How long will it take to process a claim?

Once IMG receives your claim, it will be reviewed within 10 business days. Ensure you provide all documentation required for Proof of Claim/Proof of Loss. If submitted information is incomplete or additional information is required, processing will be delayed.

For fastest claims processing, submit your claim via MyIMG. Claims received by mail will take additional processing time between 1-4 weeks.

What is a Proof of Claim/Proof of Loss?

Proof of Claim/Proof of Loss is defined within your plan documents. Complete Proof of Claim/Proof of Loss must be received by IMG prior to making any benefit determinations.

Proof of loss for trip claims may include (but is not limited to) the following:

Documentation of date, time, and cause of loss
Trip itinerary
Receipts for paid travel and/or medical expenses
Airline or cruise line forms
Medical statements

Proof of claim for medical claims may include (but is not limited to) the following:

Documentation for each new illness, diagnosis, or injury
Statements of services rendered from medical provider(s)
Receipts for any medical expenses or prescription medications
Authorization for release of medical information

Where do I mail my claim?

For faster processing, we recommend that all claims be submitted online at imglobal.com/member. If you prefer to mail in your claim, please refer to the address listed on your ID card. Please note that claims received by mail will take additional processing time (between 1-4 weeks).

Where can I find specific claim forms?

You should only fill out downloadable claim forms if you have been specifically directed to do so by IMG. Otherwise, all new claims should be submitted online using MyIMG. If you have already submitted a claim and additional information is required that asks for a certain form to be filled out, you may download from the Forms Library and submit on MyIMG. 

I submitted my claim. What should I expect next?

If you submitted your claim on MyIMG, you should expect an email from IMG providing you with a claim ID within 2 to 3 business days. If any additional documentation is needed, you will receive an additional email from IMG detailing any documents necessary to continue processing your claim. Once a determination has been made, you will be notified via email.

If my claim is payable, how do I get paid?

When filing your claim, we request your banking details to make an electronic payment. Electronic payments are faster and safer to ensure successful receipt of payment. However, if you prefer to receive a check, this will be sent to the street address you provide when filing your claim. Please note: we cannot send checks to an address with a PO Box. The postal service is not managed by us, so any delays are not our responsibility. If a check doesn’t arrive in the mail, we can reissue or instead do an electronic transaction.

What can I do if I disagree with a benefit determination made by IMG?

The fastest and easiest way to submit a claims appeal is through MyIMG. Log in to MyIMG and click “Claims.” In the drop-down menu, click “My Claims.” Next to the denied claim, click “Claim Details.” Select “Submit Appeal” in the pop-up box, and follow the instructions to start your appeal. Appeals and supporting documentation must be submitted within 90 days of the original claims determination.

Benefits are subject to exclusions and limitations and are payable only at Usual, Reasonable, and Customary charges. The information on this page is a summary of a selection of plan benefits offered only as an illustration and does not supersede in any way the Certificate of Insurance or the Application, Master Policy and any riders or other governing documents (the “Insurance Contract”). The Insurance Contract is the only source of the actual benefits provided. Please note that benefit limits and maximums for residents of NY and WA may vary. For all state specific benefit details, please refer to the policy documents for each plan.

You can find sample policies for each state here:

The plan document you receive will depend on your state of residence. For some iTravelInsured Lite, SE, LX, GT plans and all iTravelInsured Choice and iTravelInsured Essential plans: This website contains highlights of the plans, which include travel insurance coverages underwritten by SiriusPoint America Insurance Company under form series SA-ITI-19-1000 et. al. SiriusPoint America Insurance Company is rated A- (Excellent) by AM Best 2023.

The plan document you receive will depend on your state of residence. For some iTravelInsured Lite, SE, LX and GT plans: This website contains highlights of the plans, which include travel insurance coverages underwritten by United States Fire Insurance Company, Principal Office located in Morristown, New Jersey, under form series T7000 et. Al., T210 et. al. and TP-401 et. al. While International Medical Group (IMG), markets the travel insurance in these plans on behalf of USF, non-insurance components of the plans were added to the plans by IMG, and IMG does not receive compensation from USF for providing the non-insurance components of the plans.

The plans also contain non-insurance Travel Assistance Services provided by International Medical Group and Teladoc (Teladoc only available on iTravelInsured Choice, iTravelInsured Travel SE, and iTravelInsured Travel LX plans). The terms of insurance coverages in the plans may vary by jurisdiction and not all insurance coverages are available in all jurisdictions. Insurance coverages in these plans are subject to terms, limitations and exclusions including an exclusion for pre-existing medical conditions. In most states, your travel retailer is not a licensed insurance producer/ agent, and is not qualified or authorized to answer technical questions about the terms, benefits, exclusions and conditions of the insurance offered or to evaluate the adequacy of your existing insurance coverage. Your travel retailer may be compensated for the purchase of a plan and may provide general information about the plans offered, including a description of the coverage and price. The purchase of travel insurance is not required in order to purchase any other product or service from your travel retailer. CA DOI toll free number is 800-927-4357. The cost of your plan is for the entire plan, which consists of both insurance and non-insurance components. Individuals looking to obtain additional information regarding the features and pricing of each travel plan component, please contact International Medical Group 9200 Keystone Crossing, Indianapolis, IN 46240 USA. Insurance@imglobal.com. +1 (317) 655-9796. iTravelInsured Insurance Services CA Non-Resident Producer License No. 0F17093.

*TrustPilot ranking based on data collected in January 2024 from travel insurance providers with over 1,000 TrustPilot reviews

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