FAQs

These are the questions I often hear from my customers. The FAQs also include many questions addressing International Medical Group policies and procedures. Click a question to see the answer.

What do I need to print out?

I recommend printing out your ID and a claim form. Documenting the start of the claim during the “insured period” is critical.

How soon do I need to purchase?

It’s better to purchase sooner than later given the refund policy, BUT normally allow at least 48 hours (2 business days) so that mistyped or other critical mistakes or missing documents can be recovered and created.

What happens if my trip is cancelled?

Often if IMG is notified PRIOR to the first day of coverage, a refund is given. Once the coverage period begins it is at IMG discretion if they will offer a refund.

Does IMG directly reimburse my international care provider?

In a majority of cases NO. You are usually reimbursed based on your documentation and submission of claims.

How & When do I start a claim?

IMG provides a GLOBAL toll-free number ( 001-317-655-4500) on your certificate. Call as soon as you can and initiate the process. It will help with claims and other major expenses if IMG needs to get involved directly.

What happens when a team member drops off and is replaced?

Prior to the coverage period it’s easy to change out team members. Simply call IMG (800-628-4664) with the certificate number, the person that is dropping, and the Name and DOB of the new team member. There may be a small price difference (credit or charge).

What happens at renewal time?

 About 60 days prior and again at 45 days you’ll receive an email from IMG alerting you to your renewal. These are sent to the email at time of purchase, unless YOU make a change.

My insurance company says I’m already covered, do I really need this insurance?

If you have ever tried to have claim conversations with your carrier across town, think about the process across six time zones. Yes, the coverage may duplicate some aspects of coverage, but IMG is designed and staffed for your global needs.

Can I only buy trip cancellation coverage only?

 Yes, with IMG you can add it to your coverage by electing the Patriot T.R.I.P. option during the application process.

What is IMG’s mailing address?

General Mailing: International Medical Group, Inc. 2960 N. Meridian Street Indianapolis, IN 46208 USA
Claims: Claims Department P.O. Box 88500 Indianapolis, IN 46208-0500
E-mail: CustomerCare@imglobal.com
ATTN: Claims Department

How long does it take to process my application and receive my ID card and other documents?

Every attempt will be made to process your application timely. The specific time frame depends largely on the type of coverage for which you are applying. If you are applying for short-term coverage under the Patriot series, IMG will process your application and forward fulfillment materials within one business day. If you are applying for coverage under the Global or Group series, IMG will process your application within three to four business days following the receipt of all required information. Fulfillment materials will be forwarded the same day coverage is approved

Your ID card contains important information including contact information for IMG should a medical emergency arise. We recommend that you carry it with you at all times.

What if I need a replacement card because the original was lost, stolen or damaged?

There are several ways to obtain a duplicate ID card. The Client Resources page features an ID card link as a menu item on the right side of the page. Simply click the link and follow the instructions. IMG’s quick links also features a link to print a duplicate card. Additionally, if you have a MyIMG account, once you are logged in you have the ability to print another card.

If you fear your card has been stolen, please contact IMG immediately via e-mail, phone, fax or mail to enable us to watch for any misuse of the stolen card.

Does IMG accept collect phone calls?

IMG offers a toll-free number within the U.S. and Canada of 1.800.628.4664. From the Bahamas, use 1.866.677.4500. You may also call collect at 1.317.655.4500.

Am I required to complete an IMG claim form every time I go to the doctor?

The Claims department encourages all insureds to complete a Claim Form for each new onset of an illness or injury. This process gives IMG knowledge that you are receiving medical treatment and allows us to watch for appropriate billing to be filed on your behalf. If you fail to submit a Claim Form and additional information is requested, IMG will contact you with an Explanation of Benefits and attach a Claim Form if one is required.

Can I FAX my claims?

IMG will accept faxed documents if, upon receipt, they are legible and do not appear to be altered in any way. Faxes may be forwarded to 1.317.655.4505, Attention Claims Department.

How long will it take to process a claim?

Complete “Proof of Claim” must be received by IMG prior to making any benefit determinations. Proof of Claim is defined within your plan or Certificate of Insurance. Once all information is received, then claims are promptly processed in accordance with industry standards. However, when additional information is required to complete the Proof of Claim, processing will be delayed. The insured will receive an Explanation of Benefits indicating what is needed for further consideration. Failure to comply may result in the insured’s claim being closed for lack of response.

Where do I mail my claim?

International Medical Group, Inc.
Attn: Claims Department
P.O. Box 88500
Indianapolis, IN 46208-0500

What happens if I need to seek medical treatment on the weekend or late at night and your office is closed?

If you have a medical emergency, seek appropriate medical care. If you need assistance, please call the phone number on the back of your ID card. IMG has medical professionals on call 24/7 to assist you in the case of a medical emergency. If you need to precertify outpatient services you may use the online precertification form. If you are being admitted to a hospital, you may notify us either by submitting an online precertification form or by calling the phone number on the back of your ID card.

What can I do if I disagree with a benefit determination made by IMG?

A written formal claims appeal may be sent to IMG requesting a review of previously processed claims. It is important that you submit your appeal and any supporting documentation within ninety (90) days of the original claims determination. Your appeal will be reviewed and promptly responded to in accordance to your particular insurance plan or certificate. Claim appeals should be forwarded to:

International Medical Group
Attn: Claims Appeals
P.O. Box 88500
Indianapolis, IN 46208-0500.

What is precertification and why is it required?

Precertification is a requirement under your certificate for certain medical services. Please see your certificate for a list of services which require precertification. During the precertification process, medical professionals review the planned medical services against standard medical criteria to ensure that the services are within accepted medical standards and are medically necessary. Precertification may be initiated by you, your representative or your medical provider. This can be done through MyIMG, through the Client Resources page of IMGLOBAL or by calling IMG at 1.800.628.4664 (within the U.S.) or 1.317.655.4500. Most U.S. hospitals and physicians are familiar with the precertification process and will make the phone call for you, though they are not required to do this. You are responsible for ensuring the precertification process is done five days before you are hospitalized or within 48 hours of an accident or emergency illness.