Darlene B. from Florida planned a cruise with her husband in 2024, and after booking their trip, she purchased an iTravelInsured travel protection plan from IMG, which provided coverage for trip cancellation, baggage delay, trip interruption, accident & sickness medical benefits, and several other travel-related events and expenses. Having previously bought a travel protection plan from IMG for a prior trip, Darlene appreciated the peace of mind that comes with knowing she and her trip investment were covered should something unexpected happen.  

Unfortunately, prior to departing for their cruise, Darlene’s husband began experiencing significant health issues, forcing them to make the difficult decision to cancel their trip. Thankfully, though, they didn’t have to worry about losing their prepaid, non-refundable trip expenses. 

Darlene worked with IMG’s customer care team to get her travel claims properly filed and resolved, and to express her gratitude to IMG for her prompt reimbursement, Darlene sent a thank-you message to the IMG team. 

“My husband and I purchased your travel insurance in March for a cruise scheduled in November. We purchase travel insurance, like everyone else, for unexpected losses and especially potential medical expenses when traveling outside the U.S. The insurance coverage provides peace of mind, even though we hope that we will not need to use it.  

This year, we had to cancel our cruise due to my husband experiencing significant health issues. I wanted to share with you my experiences when needing to file a claim for the canceled cruise. 

I contacted IMG and spoke with an extremely professional representative who provided some general information and assured me that she would send claim forms to me. Sure enough, shortly after the phone call, I received the forms via email. 

Being "old school," I printed and began completing the claim forms and gathering the required documentation. While completing the forms, I found a couple of areas where I needed further clarification. I called IMG Customer Service and spoke with a representative who walked me through the specific area of inquiry. She was extremely patient and helpful and told me to call again if I had other questions. Later in the day, I did need to call again. This time, I spoke with Sandy, who answered my specific questions, provided me with the correct address to mail the claim forms, and walked me through the process once you receive the claim form. She assured me that if anything was missing, your company would contact me. 

I mailed the completed packet with the requested documentation via registered mail. Just as Sandy outlined, I received an email that the claim form had been received, would soon be reviewed, and I would be notified if anything was missing. A few days later, I received another email that the claim was sent for payment, and I was provided a timeframe of when the payment would get to my bank. The payment was received exactly as outlined. 

I have multiple reasons for this email: 

• To let you know that the policy we originally purchased fit our needs (especially the medical coverages, even though we, fortunately, did not need to use those benefits) 

• To let you know how helpful, knowledgeable, and professional your representatives are 

• To let you know how appreciative I am that I was kept abreast of the claim process throughout 

• And to thank you for the timely reimbursement 

If and when we should need travel insurance again, you can bet IMG will be at the top of our list!"