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.
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:
PRE-AUTHORISATION - For certain benefits under you Policy, you must contact the Claims Administrator before incurring any costs and you must follow the Pre-Authorisation procedure set out in the Claims Conditions. This includes, but is not limited, to the following situations:
- You are to go into Hospital abroad as an In-Patient or Day-Patient; or
- You are to receive certain Treatments, services or medical supplies.
If you do not contact the Claims Administrator or follow the Pre-Authorisation procedure where this is required, coverage may be declined, or we may not pay the full amount of your claim.
Please contact the Claims Administrator, on:
Telephone number: +44 (0) 2920 474 236
Fax number: +44 (0) 2920 468 797
E-mail: IntlClaims@imglobal.com
Quick Tips For Quick Claims:
- 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.
- Present your IMG ID card to all medical providers at the time of treatment.
- Prior to seeking medical treatment, please read all insurance plan documents provided at the time of enrollment to fully understand your coverage.
- Make sure you understand what services and procedures require pre-authorisation prior to treatment so your benefits will not be reduced.
- File your claim within 180 days (for medical claims) and include all necessary information such as itemised receipts, medical records, and more.
- 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.
- 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.
- 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.
- Please remember to submit your original itemised 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.
- Keep copies of all forms submitted to IMG.
- 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:
- 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.
- 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.
- Not providing an email address where you can be contacted. Resolution by email is much faster than regular mail.
- 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.