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IMG Travel Insurance Claims

Whether you're a member logging in to MyIMG or a provider checking the IMG provider portal, this page walks you through claims, deadlines, forms, and the exact IMG customer service number to call. File a travel or medical claim online, know exactly what documents to send, and track your review from submission to payment - no phone tag required.

If you're a plan holder of insurance policies offered by International Medical Group (IMG), this page gives you everything you need to start your claims procedure the right way. You can download the official IMG claim forms, see what supporting documents to attach, and submit your claim online or by mail. Every claim is settled according to the terms and conditions of your specific IMG policy, so it helps to have the right form and the right contact number on hand before you begin.

MyIMG Member Login » Find the Provider Portal » Claims Form »
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IMG Travel Insurance Claims Support Center

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IMG Insurance Claims

Whether you're at home or traveling abroad, our team is here to help you through the claims process.
Overnight packages Should be sent to:
9200 Keystone Crossing , Indianapolis, IN 46240
IMG · Claims Mailing Address

Send Claim Form

Claims Department, International Medical Group, Inc.
Attn: Claims Department
P.O. Box 240429
Apple Valley, MN 55124 USA

Claims Department →
IMG · Contact Information

Customer Service

Phone: 800-628-4664 or 317-655-4500

Email: imgcustomercare@imglobal.com

File a Claim →
IMG · Claim Resources

Insurance Claim Forms

Download claim forms, submit supporting documents, and access resources needed for medical and travel insurance claims.


Download Claim Forms →
Login & Provider Access

MyIMG Login vs. the IMG Provider Portal

These are two different systems, and mixing them up is the most common source of "IMG global login" confusion. Here's which one you actually need.

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MyIMG - for policyholders

Use this if you bought the plan and need to file, track, or appeal a claim, print an ID card, or view plan documents.

  • File and track trip or medical claims
  • Download your ID card and Certificate of Insurance
  • Submit precertification for care outside the U.S.
  • Message the claims team securely
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Provider Portal - for doctors & hospitals

Use this if you're a medical provider verifying benefits, confirming PPO/direct-billing status, or submitting a claim on a patient's behalf.

  • Confirm PPO network status in the U.S.
  • Search International Provider Access (IPA) for direct billing outside the U.S.
  • Call IMG directly for precertification and eligibility checks
  • Submit provider claims through the same MyIMG claims workflow
description Find a Doctor / PPO Network description International Provider Access
Tip: There isn't a separate "IMG Global" login brand - MyIMG is the correct name for the member portal at every level (personal, student, or visitor plans). If a login page looks unfamiliar, verify the address is on imglobal.com before entering your credentials.
The Process

Filing Your IMG Travel Insurance Claim: Submission to Payment in Four Steps

Every claim moves through the same path. Here's what actually happens after you hit submit.

1
Log in & submit
Sign in to MyIMG - or create an account in minutes - and select Submit a Claim under the Claims menu.
2
Add your documentation
Upload receipts, itineraries, or medical statements. MyIMG tells you exactly which documents your claim type needs.
3
IMG reviews it
Once your file is complete, a claims examiner reviews it and reaches a determination.
10 business days
4
You get paid
Approved claims are paid electronically by default - faster and safer than a mailed check.
Step by Step

How to File IMG Travel Insurance Claims?

Filing an IMG travel medical insurance claim is simple. There are two types of claims, depending on your situation:

  • IMG Medical Insurance Claims – For medical expenses, hospital stays, doctor visits, prescriptions, and other eligible healthcare costs.
  • IMG Trip Claims – For trip cancellation, trip interruption, travel delay, baggage loss, and other covered trip-related benefits.

Choose the claim type that applies to your situation and follow the required steps to submit your IMG insurance claim successfully.

1
Who files a trip claim?

If your policy number starts with TC, you have a trip protection plan. This covers trip cancellation, interruption, delay, and related medical expenses. Common plans: iTravelInsured Choice, iTravelInsured SE, iTravelInsured LX.

2
The three windows that matter
  • Notify IMG within 20 days of the loss (30 days maximum) - a call or an email to itravelclaims@imglobal.com is enough to start the clock.
  • Submit the full claim within 90 days of the loss through MyIMG, including your itinerary, receipts, and confirmation of what happened.
  • Respond to follow-ups quickly - if IMG emails asking for more information, log back in to MyIMG right away so the file doesn't stall.
3
Quick tips for a faster trip claim
  • Include your full trip itinerary, invoices, and confirmation emails from the start.
  • Total all claimed expenses, minus any refunds or credits already received.
  • Get documentation from the airline, cruise line, or tour operator explaining the cancellation or delay.
  • Provide translations for any documents not in English.
  • Add your banking details - missing or incorrect banking information is one of the most common delays.
Real-Life Scenario
My connecting flight was cancelled and I had to pay for an extra hotel night.

Maria's flight home was cancelled due to a mechanical delay, and she paid out of pocket for a hotel and two meals before she could rebook.

  1. She emailed itravelclaims@imglobal.com the same day to notify IMG of the loss.
  2. Within 90 days, she logged in to MyIMG and submitted her hotel receipt, meal receipts, and the airline's delay confirmation letter.
  3. Because trip delay is a named benefit on her iTravelInsured plan, her claim was reviewed within 10 business days once the file was complete.
  4. Payment was issued electronically to the bank account she listed on her claim.

Illustrative example. Actual coverage depends on your plan's trip delay benefit and its dollar and per-day limits.

Where Things Get Mailed

mail Claims: PO Box 240429, Apple Valley, MN 55124

package_2 Overnight packages: 9200 Keystone Crossing, Indianapolis, IN 46240

support_agent IMG customer care: 1-800-628-4664 (toll-free US) / +1.317.655.4500

alternate_email Mail: customercare@imglobal.com

1
Who files a medical claim?

Medical claims apply to travel medical and international health plans - Patriot Travel Series, Visitor Insurance, Student Insurance, and Global Medical plans. All claims must be filed within 180 days of treatment.

2
In-network vs. out-of-network
  • In-network / direct billing: Show your IMG ID card at the time of treatment. The provider bills IMG directly - you typically don't pay out of pocket for eligible services.
  • Out-of-network: Pay the provider, then log in to MyIMG to submit your itemized bills and paid receipts for reimbursement, subject to your deductible and coinsurance.
3
Precertification
  • Outside the U.S.: Complete the online precertification form before hospital admission or surgery.
  • Inside the U.S.: No online form needed - have your provider call IMG directly at +1.866.232.8677.
  • Precertification should happen 5 days before a planned hospitalization, or within 48 hours of an accident or emergency.
Real-Life Scenario
I twisted my ankle skiing abroad and needed an X-ray and a walking boot.

James was on a ski trip outside the U.S. on a Patriot Travel plan when he injured his ankle at a resort clinic.

  1. He showed his IMG ID card at the clinic; the clinic was a direct-billing provider found through International Provider Access, so it billed IMG directly.
  2. Because the clinic recommended a same-day X-ray (not a hospital admission), no advance precertification was required - but he called the number on his ID card to confirm.
  3. The clinic sent James a statement after billing IMG, and he kept a copy for his records.
  4. A follow-up prescription he paid for himself was submitted through MyIMG as a separate reimbursement claim within 180 days, with the pharmacy name, prescribing physician, and date of service included.

Illustrative example. Actual coverage, deductible, and coinsurance depend on your specific plan.

Where Things Get Mailed

mail Claims: PO Box 240429, Apple Valley, MN 55124

package_2 Overnight packages: 9200 Keystone Crossing, Indianapolis, IN 46240

support_agent IMG customer care: 1-800-628-4664 (toll-free US) / +1.317.655.4500

alternate_email Mail: customercare@imglobal.com

Know Your Windows

IMG Travel Insurance Claim Deadlines at a Glance

Missing a filing window is the most common reason a claim stalls or gets denied.

Situation Window Notes
Notify IMG of a trip-related loss 20 days (30 max) A call or email to itravelclaims@imglobal.com is enough to start the clock
Submit the completed trip claim 90 days Counted from the date of the loss, once notice has been given
File a medical claim 180 days Counted from the date of treatment
Appeal a benefit determination 90 days Submitted through MyIMG along with any new supporting documents
Precertify a planned hospitalization 5 days prior Or within 48 hours of an accident or emergency admission.
Downloads & Tools

Forms and Resources for Your IMG Travel Insurance Claim

Only use a downloadable form if IMG specifically asks for one - otherwise, MyIMG is the fastest route.

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MyIMG Guide (PDF)

Walkthrough of the member portal and its claim-filing features.

Download guide →
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Trip Cancellation/Interruption Form

Only needed if you're directed to file by mail instead of online.

Download form →
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Emergency Medical Evacuation Form

For evacuation-related claims under iTravelInsured plans.

Download form →
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Forms Library

Full catalog of claim, enrollment, and plan forms by category.

Browse library →
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Online Precertification

Get approval before receiving planned medical care outside the U.S.

Start precertification →
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Find a Doctor

Search the U.S. PPO network or International Provider Access.

Search providers →
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Plan Documents

ID cards, Certificates of Insurance, and enrollment paperwork.

View documents →
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Secure Message Center

Send medical records or payment details through an encrypted channel.

Send a secure message →
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Register for MyIMG

First-time login setup using your Certificate or Member ID.

Create account →
Phone Numbers

IMG Travel Insurance Claims - Customer Service & Phone Numbers

The number printed on the back of your ID card is always the most accurate for your specific plan. These are IMG's general lines.

Purpose Number Notes
Customer service (toll-free, U.S. & Canada) 1-800-628-4664 General claims, eligibility, and account questions
Customer service (direct / international) +1 (317) 655-4500 Also accepts collect calls from outside the toll-free area
Toll-free from the Bahamas 1-866-677-4500 Alternate toll-free line for Bahamas-based callers
Precertification (inside the U.S.) +1.866.232.8677 Have your provider call directly - no online form needed in the U.S.
Claims fax +1 (317) 655-4505 Attention: Claims Department. Faxes must be legible and unaltered
Claims email customercare@imglobal.com General claims correspondence
Trip claims email itravelclaims@imglobal.com For notifying IMG of a trip-related loss.
Corporate mailing address 9200 Keystone Crossing, Suite 800, Indianapolis, IN 46240 For overnight packages and general correspondence

Some claim types use a separate PO Box for mailed submissions - always use the mailing address printed on your ID card or claim correspondence rather than guessing.

Ready to File, or Still Have Questions?

Our claims team is available by phone, email, or secure message - no need to resend sensitive documents through regular email.

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⚡ MyIMG Login 📞 (877) 340-7910
Common Questions

IMG Travel Insurance Claims - FAQs

Log in to your MyIMG account, open the Claims menu, and select Submit a Claim. The portal walks you through the rest step by step. First-time users can register an account in just a few minutes before getting started.
Once IMG has everything it needs, review takes about 10 business days. If documentation is missing, processing pauses until it's received. Claims sent by mail rather than submitted online generally add 1 to 4 weeks.
The exact requirement is defined in your plan documents, but in general: trip claims need itinerary details, receipts, and documentation of what happened and when; medical claims need provider statements, itemized bills, and information about the diagnosis or injury.
Go to the MyIMG login page and sign in with your email and password. First-time users select Create an Account, enter their Certificate, Policy, or Insured/Member ID, and follow the prompts to set one up.
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
MyIMG is built for members: filing claims, viewing plan documents, and precertifying care. Providers instead use Find a Doctor and International Provider Access to confirm network status, or call IMG directly to verify eligibility.
Call 1-800-628-4664 toll-free in the U.S. and Canada, or +1 (317) 655-4500 directly (collect calls accepted). Callers from the Bahamas can use 1-866-677-4500.
Generally, yes. Contact IMG customer service or send a secure message referencing your claim ID and asking to withdraw it. This isn't a self-service toggle in MyIMG, so a representative processes the withdrawal manually.
International Medical Group insurance has been offering travel insurance products since 1990. Based in Indianapolis, IMG has more than 300 employees and offers 25+ travel insurance products for travelers to the US as well as for US citizens traveling overseas. Their products are ideal people traveling to the United States as tourists on B1 visa, international students on F1 visa, Exchange scholars on J visa, professionals on the H1B visa as well as US travelers who are looking for trip cancellation insurance for travel insurance.
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.
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