IMG Customer Story: Travel Delay Case Study

Janette M. from California planned a trip to Turks & Caicos with her family in 2023, and while booking their stay at an all-inclusive resort, she was offered the option of adding on an iTravelInsured travel protection plan from IMG, which provides coverage for trip cancellation, baggage delay, trip interruption, accident & sickness medical benefits, and several other travel-related events and expenses. Janette was able to easily enroll over the phone to ensure that her resort investment was protected should something unexpected happen and throw her plans off course.

Just 12 hours before Janette and her family were planning to set off on their tropical getaway, their flight was cancelled. With the next available flight to Turks & Caicos not departing until the following day, Janette and her family were forced to miss the first night of their stay at the resort. Per the resort’s policy, this was a non-refundable expense, which resulted in Janette losing more than $1600 between the two rooms she had booked.

Once they arrived in Turks & Caicos, Janette and her family had a wonderful time, but when it was time for them to head home, another issue arose. The family’s connecting flight to get them back home was changed at the last minute, and they were forced to stay overnight in North Carolina until the following day. This resulted in more than $500 of additional hotel expenses for Janette and her family before they finally returned home.

Janette worked with IMG’s customer care team to get her travel claims properly filed and resolved, and to express her gratitude to IMG for reimbursing her more than $2000, Janette sent this thank-you to the IMG team:

"I wanted to take a moment to share my sincere thank you to IMG’s customer care team who assisted me during a very stressful time, as it always is when money is involved. I can see that IMG employees adhere to providing excellent customer service in an efficient and quick manner, with responses and requests that are organized and helpful.

The team was excellent in guiding me through the initial process of filing my claims and assisted me in using the online portal to do so. My phone calls were answered promptly with little wait time, the representatives were knowledgeable and friendly, I was given accurate information, and I was encouraged to call back if I had any other concerns during the process.

IMG’s website was very easy and simple to use. Responses to my uploaded documentation were immediate, and the correspondences I received via email were easy to follow when additional information was needed.

At one point, I had some confusion about my policy, but when I called IMG for clarification, the representative was great at answering my questions and explaining my situation. From then on, understanding my policy and my claim was very easy, and I was never asked for the same information twice.

Decisions on my claims were made very quickly, payment of my claim was prompt, and it was a stress relief when I received my reimbursement check in the mail.

IMG will always be my company of choice for travel insurance because you were there when I needed you. I paid my premium in good faith, had an unfortunate delay in travel which created extra costs, and you were there to process my claim in good faith and reimburse me for expenses that were out of my control. My family and I really appreciate it!"