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:

1. Log in to your account and click “Claims”
2. In the drop-down menu, click “Claims” and choose "Submit a Claim"
3. 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.

Filing Travel Claims - If your policy starts with “TC” or "IQ," you will need to file a travel claim. For all travel claims you must provide a trip invoice, itinerary, or confirmation showing details of your trip (dates of travel, destination, etc.) and any other information reasonably required to prove the loss.

If you intend to file a claim for any losses that incurred, you must first contact IMG within 20 days after a loss occurs or as soon as is reasonably possible with a 30 days maximum from the original date of the loss. You or someone on your behalf may provide this notice and should include sufficient information to identify yourself. A simple call to our Customer Care team or email to itravelclaims@imglobal.com will suffice to comply with this requirement. 

After you initial loss has been reported, you will then have up to 90 days of one occurring to submit your actual claim. The online portal will direct you towards filing all of the correct, necessary documentation and following the appropriate procedures to have your claim settled as quickly as possible.

If your plan doesn't allow for online submission, you will be prompted to download and complete a PDF claim form. These must be submitted to IMG using the email address on the back of your ID card or through our online secure message form.

Filing Medical Claims - All claims must be filed within 180 days of treatment.

When receiving medical treatment, if you have chosen an in-network provider with a direct billing relationship with IMG, the provider will submit a claim on your behalf. You must show your IMG ID card at the time of treatment. The provider will then send you a statement after they submit your claim. In many cases, IMG works directly with the hospital or clinic for payment of eligible medical expenses.

If you have received treatment from an out-of-network provider and/or need to be reimbursed for out-of-pocket medical expenses, go to MyIMG to complete the claim form and submit your original itemized bills and paid receipts within 180 days. We will reimburse your eligible medical expenses after applying the deductible and coinsurance, subject to the terms of the plan. Please remember to submit your bills and receipts as soon as you receive them. Do not hold them until the end of the year. For annually renewable plans, IMG will apply eligible medical expenses to your deductible and coinsurance throughout the year.

Prior to receiving medical care that requires hospital admission, inpatient or outpatient surgery, or any other procedure mentioned in your policy wording, please be sure to do the following:

• If you are receiving care internationally (outside of the U.S), you are required to complete an online precertification request to verify medical necessity.
• If you are receiving care inside of the U.S., you are not required to complete the online precertification form. Instead, please have your doctor/provider contact IMG directly at +1-866-232-8677.

Quick Tips For Quick Claims:

1. If possible, when getting medical treatment internationally (outside of the U.S.), we recommend choosing an in-network provider with direct billing. You can find them by using our Provider Search Tools. When getting medical treatment inside the U.S., you may reduce your out-of-pocket costs by picking an in-network provider.
2. Present your IMG ID card to all medical providers at the time of treatment.
3. Prior to seeking medical treatment, please read all insurance plan documents provided at the time of enrollment to fully understand your coverage.
4. Make sure you understand what services and procedures require precertification prior to treatment so your benefits will not be reduced.
5. File your claim within 90 days (for travel claims) or 180 days (for medical claims) and include all necessary information such as itemized receipts, medical records, and more.
6. Submit your claim once services have been rendered. This will explain to our claims department the history behind your claim submission and other pertinent information required to settle the claim.
7. Include your banking information when submitting your claim. If you do not submit any banking information, or supply incorrect information, resolving your claim will take longer.
8. When submitting prescription drug charges for reimbursement, we require more than a cash register receipt. Please forward information which lists your name, date of service, quantity dispensed, price, prescribing physician, and name of pharmacy.
9. Please remember to submit your original itemized bills and receipts as soon as you receive them. Do not hold them until the end of the year. IMG will apply eligible medical expenses to your deductible and coinsurance throughout the year.
10. Keep copies of all forms submitted to IMG.
11. If you are submitting claims on behalf of a dependent minor child and wish for the reimbursement to be sent to the parent or guardian, that request needs to be added to your claim so special handling may be arranged.

Issues that could delay settling your claim:

1. Not providing all the proper documents and information right away. Complete the claim form in its entirety and be descriptive regarding services the doctor performed, past medical history, date the condition and/or symptoms were first experienced, and addresses of prior physicians. Include all medical reports, itemized statements, proof of payment, and other items needed to file a claim.
2. Not providing translations for items not in English. Even though we can process claims in other languages, items requiring translation to English can take longer to complete.
3. Not providing an email address where you can be contacted. Resolution by email is much faster than regular mail.
4. Not providing additional information when requested. If you receive an email stating your claim is pending and additional information is required, promptly log in to MyIMG to provide the necessary documentation to process your claim.