Customer Stories

"My boyfriend Mark and I signed up for IMG insurance because we felt it was the best overall value for our planned time traveling through Vietnam in Southeast Asia. We imagined we might need the plan for things like potential physical injuries from hiking or to help with our recovery from a potentially contractible disease such as Dengue Fever. We never imagined that we would need the plan to help with a medical emergency like the one Mark experienced. He had seven sequential severe seizures while on an island off the coast of Vietnam. Following his admission to the hospital, we learned from a CT scan that he had a very large brain tumor. While the doctors in the hospitals in Vietnam were very kind, the facilities and communication abilities were not equipped to deal with Mark's condition. With IMG's help through our emergency medical evacuation rider, we were able to fly Mark to Bumrungrad International Hospital in Bangkok, Thailand, where he was stabilized and restored before our return trip to the United States for his brain surgery and recovery. The IMG team, particularly Angi who was connected to us throughout the majority of the process, was professional, responsive and genuinely kind and caring. We feel so very fortunate to have received the coverage and the emotional support that IMG gave us during this harrowing time."

-Robin B., United States

While skiing in Chile, Mark, an IMG member, found himself on the brink of paralysis.

While on a cruise in Mexico, Mike, started having chest pains.

“It is my pleasure to be able to voice my experiences far from home. I'm employed as a Chief Engineer on a world cruising motor yacht. Since 1996 we've been out on the Pacific Rim and the majority of our cruises will find us in rather exotic destinations - most could be referred to as perhaps being of the third world.

During our transit from the Philippines to Yap, I started noticing a shortness of breath that just continually got worse. By the time we reached Yap, I was struggling for breath. I visited the local government hospital and the doctor gave me some medication for congestion, and then instructed me to return in a week.

After five days I was no longer able to maintain my duties on board, so plans were made to fly me to the nearest full medical facility, the U.S. Naval Hospital in Guam. Unfortunately, my condition quickly deteriorated. I had to be transferred to shore where a local hotel was used as a base of operations.

With the poor equipment available and the help of only a couple of nurses, the doctor was not optimistic of my odds. He arranged for a missionary plane to fly me to Guam - a four hour flight. Alone in an unfamiliar country on Christmas Eve, I boarded the plane, not even knowing how I would pay for this or what I was going into.

When the plane arrived I was transported to the U.S. Naval Hospital and immediately taken to the ICU. After observation, it was determined that my condition was serious and that I needed to notify my next of kin. The diagnosis grim - congestive heart failure/cardiomyopathy.

After hearing from me, my family in the U.S. contacted IMG. The IMG medical staff immediately went to work. On New Year’s Eve I was evacuated to the Miami Heart Institute. My initial diagnosis in Guam made me a candidate for transplant. After arriving in Miami it was revised to surgery to install a pacemaker. The final diagnosis after almost a month of hospitalization allowed me to walk out under medication that controls my condition.

IMG was there every step of the way. The handling of finances was a godsend. My family’s experience was similar to most - the pains and worries of attempting to deal with medical crisis. The financial burden for medical care at that time is not something that the family needs or could have handled.

I spent two months in the U.S. completing rehab and undergoing numerous check-ups with the cardiologist. Once again IMG made this pain-free. I can’t get over the personal involvement of IMG. All parties seemed personally involved in this group effort for recovery. At rehab, an IMG staff member called just to check on my progress. According to the doctors, this was a first for them.

When I left the U.S., I actually received a signed “Bon Voyage” card from the IMG staff who made my swift return to my job possible. This is the type of personal involvement that makes IMG. Needless to say, I am a true believer in IMG. The coverage and personal touch are second to none.”

-Chief Engineer - M/Y Double Haven, Brisbane, Australia

"I had to submit this review because I just wanted to say THANK YOU SO MUCH for all your help in making sure our family was cared for during and after the accident that happened on our island last week. When my husband and kids were electrocuted, I feared the worst. Your amazing support and research and help was such a blessing to our family- you have no idea!! In a really difficult time you were awesome to us- I even blogged about you. I know that you do your work with excellence and I just wanted to say that it means so much to us!! Please send our greetings and thanks along to anyone else who helped!!!"

- Roxanne, Africa

"I certainly would like to express my gratitude to you for your wonderful support, understanding and assistance during this difficult time overseas. You were always there for us and continue to assist. It was certainly comforting to know I was not alone through this ordeal and your careful planning to get us across Europe through many different modes of transportation and on to the transatlantic crossing was amazing. Working in the insurance industry myself, I know how sometimes we perform a thankless task. You were always upbeat, did everything you possibly could to assist us and were with us every step of the way. You are to be commended for the wonderful service and coordination you provided us. Please pass my comments along as people need to know when someone goes above and beyond to assist those in need."

- Joan, United States

“I am a United Methodist pastor, Fort Worth police sergeant, and a Karate teacher - I am a man of great faith and capability to handle crisis - even so, I felt so helpless yesterday. My daughter, Michelle, is a Christian missionary and has been traveling with YWAM (Youth with a Mission), the second largest missionary organization in the world. Her work took her to Varanasi, India. Michelle had already been hospitalized for three days with acute appendicitis in Kolkata, but then given antibiotics, and then released. Four doctors there told her that if she has another attack, she needs to go immediately to an emergency room somewhere to get an emergency appendectomy. This didn't make sense to me, but by the time I found out a few days later without any communication, she had been released (due to the 10 1/2 hour time difference there) and back from a long train ride to Varnasi. Michelle was having another appendicitis attack and wanted to come home to her daddy. She was trying to get a flight to Texas.

I was beside myself, and frankly did not know what to do. I saw that Michelle had purchased the Patriot insurance from IMG. I called IMG and was put in immediate contact with Denise, a RN. She told me, and then told Michelle, that to travel overseas for this extended trip could prove fatal. She worked all day and night to get her into the proper hospital for good medical care. We exchanged phone calls all night and Denise gave Michelle her "mommy talk" to tell her that she must not try to travel. Kids often listen better to others than their own parents. Denise even talked to others with YWAM to make sure that Michelle was not left alone, and let them know the severity of the situation. Michelle ended up in Heritage Hospital in Varanasi, India. Denise researched the hospital website and even interviewed the doctor. Once she felt that Michelle was in good hands, she got the guarantee of payment letter faxed to the hospital. Michelle had the surgery this morning at 5:30 a.m. A few hours later, Michelle was in recovery with a successful surgery behind her. Her appendix was swollen and very infected.

Soon, Michelle will be able to continue her ministry to orphans and widows. The lifetime effect of Denise’s help will undoubtedly reach countless lives. My wife and I are indebted to her. I am eternally grateful!

I want to thank your company, and all of those employed at IMG, for cultivating this type of work environment. As a matter of note, Denise never mentioned money or cost - she only wanted to get my daughter help. That is a powerful paradigm for a business model and for an employee! I recommend that everyone traveling abroad gets insurance from IMG. I certainly will!"

- Rich Ft. Worth, Texas

"I was unlucky enough to fall ill while abroad, and filed two claims with IMG; I was quite pleased at how easy and straight-forward this process was. My claims were processed quickly and without loads of red-tape. The representatives I spoke with were polite and helpful, as well.”

-Kelli M., United States

“Thanks for all the help and continued support you have provided. Although one hopes never to use travel insurance, you were a god-send throughout our ordeal. We couldn’t have done it without your continued assistance. Thanks again for everything.”

– Joan D., United States

“The compassionate care you gave me in the handling of my need, in my hour of need, was exemplary! We never felt like we were merely a case number — we felt the sincerity of your heartfelt response, as I shared my heart with you, both by phone and by e-mail correspondence.”

— Steve E., United States

“I appreciated all that you did for me when I had my accident. Your professional attention and follow through was so very much appreciated. It was a time when I had so much on my plate and you took care of everything, always making sure that the right person was contacted in every instance. Your kindness was so welcomed during such a trying time.”

– Gemma F., United States

“I am just a man whose world was turned upside down, who was lucky enough to find help from some people who seemed to go 'above and beyond’ and made me feel cared for, who were everything a person could look for in a situation like mine.”

– Brent C., United States

John and Annie prepaid more than $40,000 in non-refundable expenses for their luxury cruise to Japan. When they had to cancel due to an unexpected medial issue, IMG helped the couple recoup their trip investment.

Read More