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Knowledge Base – IMG Global Group Insurance

Your IMG Global Group Insurance Information

Table of Contents

1. Accessing Your Member Portal
2. Pre-Certification 
3. Claims
4. Understanding Your Group Insurance Benefits
5. Using your Global (Outside the U.S.) Medical Network
6. Using your U.S. Medical Network
7. Emergency Medical Evacuation

Welcome To Your IMG Global Group Health Insurance Plan

Your IMG Global Employer Group health insurance plan is a comprehensive medical plan that covers you around the world. This group plan comes with incredible benefits including emergency evacuation, telehealth coverage, a vast international network, and self-service through the exclusive member portal.

On this page you will find information about your member portal, benefits, claims, your GNI team, and much more. This knowledge base was developed specifically to help you navigate your insurance and make the most of your benefits.

You may want to bookmark this page so you can find again for future IMG employer group insurance policy questions.

GNI Contact Information

Your Group Insurance Advisors: Karen, Kirk, & Doug.

telephone icon 480-813-9100
envelope icon groupservice@gninsurance.com (attn: Kirk or Joey)
building icon 690 E Warner Rd Ste. 117   Gilbert, AZ 85296
  1. Claims
  2. Member Portal
  3. Email Your GNI Advisor

Understanding Your Member Portal

Taking advantage of your IMG employer group insurance has never been easier! With quick online and mobile access through your MyIMG account, you can submit claims, get pre-certified, talk to doctors, request payments and much more.

The first step is to set up your IMG account by going to https://www.imglobal.com/member/login. Using your MyIMG account will save you time. You can access insurance documents, including your ID cards, and contact IMG whenever you need to.  You can Pre-certify hospitalization, file and view claim status, obtain copies of certificates, find hospitals and doctors whereever you are. You can also contact IMG via Live Chat Online.

All new enrollees need to do is:

  1. Go to https://www.imglobal.com/member/login
  2. Under “NEW TO IMG?”, click on “CREATE AN ACCOUNT”
  3. Enter your certificate number (begins with MPI) and Date of Birth (primary member)
  4. Create your account.

 

Question: Do I need to carry my ID card with me at all times?

Answer: Your ID card contains important information including contact information for IMG if a medical emergency arises. Replacements can be downloaded from your MyIMG account, should they get lost or stolen. We recommend that you carry it with you at all times. You can also keep a copy of the PDF on your phone.

 

Question: What are the ways to contact IMG?

Answer: Here are the different ways to contact IMG.

  1. Phone number: 1-317-655-4500 in the US only, or toll free at 1-800-628-4664
  2. After business hours you may have to leave a message for a call back. If an emergency is not indicated, the call back will happen on the next business day.
    If it is an emergency, state it in your message and you should receive a call back in a few hours.
  3. Assistance Services: Phone: 1-317-927-6808 (For Medical or Security Evacuation.)

Claims email: customercare@imglobal.com -Write the word Claims in the subject line.

Customer service email: customercare@imglobal.com

Pre-certification email: ACM.Precertification@akesocare.com

Online pre-certification: https://www.imglobal.com/member/precertification

Claims Address: International Medical Group, Inc. Claims, P.O. Box 9162, Farmington Hills, MI 48333-9162 USA.

Here is a link to a video that explains about MyIMG, how to create an account and the different features of MyIMG that are available to you

Videos

  1. How does my deductible work?
  2. Why is my deductible higher in the U.S.?
  3. Top 5 things to remember when you start your international employer medical group insurance
  4. Top 8 things to remember before, during, and after going to your medical appointment on your global employer group medical insurance

 

Key Notes

Question: What is MyIMG?

Answer: Your MyIMG portal https://www.imglobal.com/member/login is where you may submit and manage your claims, update your contact information, access your ID card, find medical facilities in the US and abroad, initiate pre-certification, learn about your international insurance policy benefits, obtain medical insurance documents, and more.

Question:  Do I have to create an account on MyIMG?

Answer: You do not need to create your MyIMG account.  But it is highly recommended to have a MyIMG account. A MyIMG is the most convenient way to submit and manage your claims, update your contact information, access your ID card and insurance documents, contact IMG, and more – https://www.imglobal.com/member/registration. 

 

 

Understanding Pre-Certification

Pre-certification is required for certain medical treatments, and always for hospitalization. Failure to pre-certify, may result in a 50% reduction of reimbursement of eligible medical expenses. Some expenses, such as organ transplant will not be reimbursed at all if pre-certification isn’t done.

US In-network providers will pre-certify for you.

For outside the US or Out-of-Network providers in the US, you are responsible for ensuring the pre-certification process is completed at least five days before a planned hospitalization, or within 48 hours of admission in an emergency.

You can pre-certify online at: https://www.imglobal.com/member/precertification

Services requiring pre-certification include (but not limited to):

  1. Inpatient Hospitalization
  2. Maternity
  3. Chemotherapy
  4. Extended Care Facility, Home Nursing Care, Hospice Care
  5. Inter-facility Ambulance Transfer
  6. Radiation Therapy
  7. Surgery or Surgical procedure
  8. Transplant
  9. High-Risk Pregnancy or Multiples Birth
  10. Prescriptions $3000 and over require pre-authorization by Universal RX (in the US) or Expatriate Prescription Services (outside the US).

We recommend pre-certifying any treatment or procedure that would be over $1000.

 

Question: What happens if I need to seek medical treatment on the weekend or late at night and IMG’s office is closed?

Answer: If you have a medical emergency, seek appropriate medical care. If you need assistance, please call the IMG 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. You may have to leave a message including a phone number where you are available and indicate in your message the urgency of your medical condition. Someone should call you back in a few hours at the latest.

If you need to pre-certify outpatient services you may use the online pre-certification form. If you are being admitted to a hospital, you may notify IMG either by submitting an online pre-certification form or by calling the phone number on the back of your ID card. If it is not an emergency, someone from IMG will call you on the next business day.

Question – What must I do before a hospital admission or surgery?

Answer – Pre-certification is required for hospital admissions, hospital deliveries, and all surgeries. Prior to receiving treatment, you or a medical provider need to contact IMG to Pre-certify your treatment. If it is an emergency, pre-certification can be completed 48 hours after admission. This can be done online at: https://www.imglobal.com/member/precertification

 

 

Medical treatments which are not considered “medically necessary” will not be covered.

The treatment proposed must adhere to the standards of care generally recognized as being appropriate to the injury or condition being treated.

Some treatments, even though they may be medically necessary, might not be covered because of policy exclusions.

Pre-certification may be initiated by you, your representative, or your medical provider online at: https://www.imglobal.com/member/precertification.

Medical professionals at IMG review the planned medical services to ensure that it follows accepted medical standards and are medically necessary. 

Call IMG’s Customer Care at 1-800-628-4664 (in the U.S.) or 1-317-655-4500 (outside the U.S.; Collect if necessary) and to speak with a representative (dial 9 after 6 p.m. EST for after-hours care) or initiate pre-certification at www.imglobal.com/member. 

 

 

Videos

  1. General information on global medical insurance precertification
  2. Do I need to pre-certify before a hospital admission or surgery?

Key Notes

Pre-certification is the process for determining whether the services delivered or scheduled to be delivered to a patient are medically necessary and appropriate. This process will allow IMG to assist in managing your health care costs.

Pre-certification may be initiated by you, your representative or your medical provider.  This can be done through MyIMG or calling IMG at or 1.317.655.4500 or 1.317.927-6808 for medical evacuation.

Most US hospitals and physicians are familiar with the pre-certification process and will make the phone call for you, they are only required to do this if they are In-Network providers.  You are responsible for ensuring the pre-certification process is done five days before you are hospitalized or within 48 hours of an accident or emergency illness.

Understanding Claims

To submit a claim, log into your MyIMG account and click on “submit new claim”. Be ready to upload your itemized receipts and invoices. You can also e-mail a completed claim form along with required documents (medical records, invoices, etc.) to customercare@imglobal.com. You can download IMG’s Claim Form here: https://www.imglobal.com/claims-center.

Multiple claims can be submitted on the same claim form if they are for the same medical condition. For example, if you have a broken arm and there are claims for x-rays, physical therapy, and follow-up visits they can all be submitted on one claim form. If treatment won’t be completed within 180 days, please submit initial claims when they occur. Then subsequent claims may be submitted later.

Once the claim is approved, the claim is sent to accounting which issues payment whether by check, ACH or wire transfer. Wire transfers can take up to 7 – 10 business days to be seen in your account, depending on the bank. When checks are requested, please allow the normal mailing time to your location. If not received within a week of that, let us know, so we can have IMG arrange to cancel the check and issue a new one. Mailing checks overseas is not recommended.

 

Question: What kind of missing information may cause a claim to be delayed?

IMG requires that receipts/invoices be itemized. It should include the name of the patient, name of provider, date of service, diagnosis, and a breakdown of all the related charges.

If you are filing for reimbursement, the invoice should indicate that it is paid in full.

 

Question: Am I required to complete an IMG Claim Form every time I go to the doctor?

Answer: The Claims department encourages all insureds to complete a Claim Form for each new onset of an illness or injury for care received outside the US In the US, your medical provider which is in-network will be submitting claims directly to IMG via United HealthCare. Once the providers claim is processed, they will bill you according to the patient responsibility indicated on the EOB. (In the US you may need to send in a claim form if you are using out-of-network providers and / or you paid for your medical visit like an urgent care.)

 

Question – Should I submit my itemized bills and receipts as soon as I receive them?

Answer – Yes! Do not hold them until the end of the year. IMG will apply eligible medical expenses to your deductible and coinsurance throughout the year. Claims must be submitted within 180 days of the service date.

We always recommend that you take time to practice the following steps in the claim process:

  1. Prior to seeking medical treatment, review what services and procedures require Pre-certification so your benefits will not be reduced
  2. Present your IMG ID card to all medical providers at the time of treatment (they may be able to bill IMG directly)
  3. Submit Claims with receipts, once services have been rendered and paid for.
  4. Claims Address: International Medical Group, Inc. Claims, P.O. Box 9162, Farmington Hills, MI 48333-9162 USA.
    Email: customercare@imglobal.com  Please put the word “claims” in the subject line.

Claims should be submitted within 180 days of the service date / date on the invoice. Claims submitted later may be denied.

Videos

  1. How do I submit my claim?

Key Notes

  • Once your claim has been processed been processed, IMG will put an EOB in your MyIMG account. The EOB will explain how the claim was processed, if there is some portion that you owe the provider and, in the US, any discounts that may have been applied.
  • If something is missing from your claim’s submission, there will be a code on the EOB stating why the claim is denied. Once you submit the required missing information noting the claim number, IMG will re-process the claim.
  • Once your claim has been processed, you may see it disappear from your MyIMG account and then reappear with a new claim number once IMG processes the payment.

Understanding Your IMG Global Group Insurance Benefits

The most effective way to save money when it comes to your international medical insurance, is to take care of medical needs abroad, as much as possible. You may have a lower deductible and certainly no co-insurance when accessing medical care outside the US This means lower out-of-pockets expenses for yourself. By searching the IPA (International Provider Access) on your MyIMG web page at https://www.imglobal.com/member/login), you can find direct–billing providers abroad.

Question – What is the best way for me to find more information about my global employer group insurance policy with IMG?

Answer – The best way is to go to your MyIMG web page at https://www.imglobal.com/member/login.  By going to the IMG website and registering for a MyIMG account, you save time by being able to access insurance documents and to contact IMG whenever you need. You can access and print ID Cards and forms, Pre-certify, file and view claim status, obtain copies of certificates, find a hospital or doctor, and contact IMG via Live Chat Online.

 

Question – How does coinsurance work with IMG?

Answer – Coinsurance percentage (amount that IMG pays after you’ve met the deductible) depends on where care is received. For care outside the US, IMG pays 100% after the deductible. For care in the US using the network (United HealthCare), IMG pays 80% of eligible medical expenses after the deductible to a coinsurance maximum ($1000 or $2000 depending on your benefits). Once the coinsurance maximum has been met, IMG pays 100%.

Medical Care received out-of-network in the US, IMG pays 60% coinsurance until a maximum of $4000, then pays 100%, limited to Usual, Reasonable, and Customary charges.

For non-emergency procedures in the US, use of the medical concierge service increases IMG coinsurance to 85%, with maximum out of pocket of $750. 

Question:  How do I provide proof of insurance for my children’s school?

Answer: To show proof of insurance, simply download or print a copy of Declaration of Insurance in your MyIMG account and provide it to your school’s program administrator. You can also request a Certificate of Coverage letter from customercare@imglobal.com. Be sure to include your IMG ID number when making the request.

 

Question: How can I access my IMG global employer group medical insurance policy documents on MyIMG?

 Answer: Please log in to your MyIMG portal, https://www.imglobal.com/member/login, and click “Documents.” On the next screen, you can download a PDF of plan documents (ID cards, declaration page, certificate wordings, etc.) for all insured persons on your plan. For more detailed instructions, view the full MyIMG Guide. 

Ways to save?  The most effective way to save money is to take care of medical needs abroad, as much as possible. You may have a lower deductible and certainly no co-insurance when accessing medical care outside the US. This means lower out-of-pockets expenses for yourself. By searching the IPA on IMG’s website, you can find direct–billing providers abroad.

Videos

  1. What does Cross-Accumulate Deductible Mean?
  2. What is covered and what is not?
  3. What Does “Co-Insurance” Mean?

Key Notes

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

Answer: 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.

Using your Global (Outside the U.S.) Medical Network

Options for direct billing. If you search providers through MyIMG, you can find hospitals that directly bill IMG for claims. These hospitals are designated by having yellow stars next to their names. Please allow time (usually about 2 weeks) for these providers to pre-certify and get a Guarantee of Payment letter from IMG.  Please remember: pre-certification must be completed at least 5 days prior to the procedure.

Hospitalizations need to be pre-certified to receive full benefits. You will be responsible for any portion of your deductible not yet met. IMG can make direct payment arrangements with providers who don’t have a yellow star next to their name, if the provider is willing to supply all the information required by IMG for them to issue a Guarantee of Payment letter.

For smaller amounts, you will pay for your care out of pocket and then submit the claim for either reimbursement, or to go towards satisfying your deductible. Some hospitals will require upfront payment, so you will need to submit a claim for reimbursement afterwards. Keep in mind all hospitalizations must be pre-certified to receive full benefits. Lack of pre-certification, will likely result in a 50% reduction of payment for eligible benefits.

Question – How does Hospital Indemnity Benefit Abroad work?

Answer – When you are hospitalized outside the US, the patient will receive $400/day for each overnight stay up to a maximum of $4,000. This is in addition to the normal paid medical expenses. When there is a hospitalization claim, IMG should automatically pay this benefit to the insured.

Like the Hospital Indemnity Benefit, the State Hospital Payment applies when you are hospitalized in a state or charity hospital outside the US where the medical care is free. To access this benefit of $500/day for each overnight stay, up to a maximum of $5,000, submit a claim with proof of the number of days of the hospitalization.

The Medical Travel benefit is another way to receive treatment out of the US This benefit is specifically for major non-emergency medical procedures such as a joint replacement, cardiac procedure, or spinal surgery which normally one might have in the US. If the treatment is not available in your country of service, but can be done in another country, and the anticipated savings is at least $10,000 USD compared to the cost in the US, IMG will pay for travel, housing, and more. IMG will even pass on to you 10% of the savings in cash, up to $7500!

The procedure must be able to be scheduled and not require emergency care. To access this benefit, contact 1-317-655-4500 and IMG – through their partner, Akeso Care Management – will:

  1. Help to locate an accredited and qualified provider outside your country of service (and outside the US) to provide the necessary medical services.
  2. Help to schedule and pay for treatment, housing, and travel. Meal allowance of $100 is included.
  3. Provide assistance with the transfer of medical records from your country of service to the treatment facility, and also to the follow–up services once you have returned.

Adoption, Marriage, Foster Children: Dependents joining the primary insured at a later date than the initial enrollment, are eligible to be enrolled within 30 days of that date. Children should be enrolled within 30 days of adoption or court-ordered placement for adoption or foster care. Coverage begins from the legal date of placement or adoption. A 12-month waiting period for pre-existing conditions applies. This can be waived with proof of prior coverage. Enrollment in a national health care program is applicable.

Videos

  1. Part 1 of 3 – Two key medical insurance network models
  2. Part 2 of 3 – Some key differences in comparing your medical networks
  3. Part 3 of 3 – How does my U.S. and international medical network stack up to others?

Key Notes

Newborns: Inform your HR department of the name, gender, and date of birth of your newborn, so that IMG can be notified within 31 days of birth, so that they may be covered from birth. The Social Security Number is not required for enrollment, that can be supplied later.

NEW – Remote Travel Benefit: Many groups are adding the remote travel benefit to their policies as renewals go forward starting in September 2023, through 2024. This will pay travel expenses for non-emergency treatment when you are unable to receive appropriate treatment in your country of service. Limit is $2500 for travel and accommodation for insured and $2500 for Escort (if deemed medically necessary).

Using your U.S. Medical Network

Find medical providers here: https://www.imglobal.com/find-a-doctor, click on SEARCH UNITEDHEALTHCARE PPO, for US providers. 

Receiving care in the US: Your IMG global group insurance includes UnitedHealthcare (UHC) network coverage in the US Network providers submit claims through UnitedHealthcare, as shown on your ID card. For office visits, you should only have to pay the office visit co-pay. For other services, once discounts are applied, if you haven’t met your deductible and co-insurance maximum, your provider will bill you for the “patient” portion of the bill. This amount should match the Explanation of Benefits (EOB), you will find in your MyIMG account.

Question: How do I get the best results in my search for a medical facility?

Answer: To get the best results from your search, please enter as many criteria as possible. The more fields that have entries, the narrower your results will be.

 If you cannot find a provider in your city or county, please contact, IMG’s Customer Care department at 1.317.

 

Question:  How do I find my PPO network in the US?

https://www.imglobal.com/find-a-doctor, click on SEARCH UNITEDHEALTHCARE PPO. You have the Options PPO Health plan (not UnitedHealth Premium Program)

Answer:  When seeking treatment in the US, you may reduce your out-of-pocket costs by using IMG’s contracted Preferred Provider Organization (PPO) – UHC Options PPO, an organized network of hundreds of thousands of established, highly qualified medical practitioners and many well-recognized hospitals in the US. The PPO directory is updated on a routine basis; however, changes may be made between updates. To ensure that the physician you have selected is in the network, please contact the physician’s office to confirm his or her participation, in the UHC Options PPO.

 

Medical Concierge Benefit (in the US only): When having a major procedure or treatment in the US, that is not an emergency, call IMG at 1-800-628-4664 (or 1-317-655-4500 overseas) and ask for their medical concierge during Eastern Time Business hours. Let IMG know where in the US you will be, and the procedure needed. IMG will provide information on the facilities in that area best qualified to provide the treatment. They’ll also let you know the estimated cost, quality of care, and customer satisfaction rating. You can then choose which provider you would like to use for your treatment or procedure.

EDoc America: As a registered member of MyIMG, you have access to eDoc America, through your MyIMG account. This is a medical consultation service that is available 24 hours a day, 7 days a week. You will have access to board-certified physicians, licensed psychologists, pharmacists, dentists, eye doctors, and more. You can address your health concerns with them in a confidential manner. They usually respond by e-mail in 2-4 hours, but at least in 24 hours. Click on the “eDoc America” button in your MyIMG account. Here’s a video with more information about eDoc America – https://cms.edocamerica.com/movie.

Videos

Your Deductible

Key Notes

US claims often take a long time to finish. If the bill doesn’t match the EOB or you don’t have an EOB, it’s your responsibility to find out what’s missing. Usually, if you tell the provider that the insurance company is still working on it, they will give more time. However, it is important that you pay the final bill, even if you have returned overseas before it comes. Someone at home you be monitoring your mail. Unpaid medical bills may go to collections.

Question – What types of assistance does IMG provide members?

Answer –

  1. 24-hour online access to MyIMG
  2. Collect calls to IMG from anywhere in the world
  3. 24-hour availability for emergency services, medical evacuation and emergency Pre-certification
  4. On-site, physician-directed emergency medical services and large claim management
  5. Ability to reimburse claims directly to you or the provider in most major currencies via wire transfer
  6. Foreign language translation in many languages, for claims.

Emergency Medical Evacuation

When selected, your IMG global group insurance plan covers Emergency Medical Evacuation up to $500,000 (USD) per occurrence for transportation and related expenses to the nearest adequate medical facility.

Your plan also includes security Evacuation up to $200,000 in the case of political unrest or natural disaster, for countries not already rated at Level 4 Travel Warning by the US State Department.

Question: What do I do if I think I or a family member needs medical evacuation?

Immediately call IMG directly at 1-317-927-6808, and state that you have an emergency. Be prepared to give them your contact information, and the contact information for your local doctor and/or hospital.

IMG will coordinate with your medical providers and local authorities to determine the best place for you to receive appropriate medical care.

IMG will make the arrangements.

 

Question: What happens if I need evacuation due to a political or natural disaster emergency?

Call IMG directly at 1-317-927-6808. If there is a declared security emergency, IMG will make best efforts to evacuate you from the situation to a safe haven. They may not always be able to do so.

 

Question: What other benefits do I have with Assistance Services?

  1. Medical Repatriation – transportation to your permanent home or country of service for ongoing medical care.
  2. Repatriation of Mortal Remains – IMG will provide transportation to either place of residence or home country.
  3. Dispatch of Physician—IMG may send a doctor to your location in order to determine if medical evacuation is needed and/or to assist with the evacuation.
  4. Vehicle Return Service—coordinate the return of unattended vehicle when there has been a Medical Evacuation, repatriation or return of mortal remains.

Question: I have the Evacuation and Repatriation benefit under my policy, will you fly me out?

Answer: Evacuation coverage is provided when there is danger of loss of life or limb in the next 24-48 hours and adequate medical care is not available locally. If appropriate treatment is available locally or evacuation cannot be safely accomplished, then evacuation will not occur. If after being stabilized and additional treatment in home country is needed, IMG may consider repatriation home for follow up care. Please note: when considering an evacuation or repatriation, IMG will be obliged to follow the advice and restrictions from local government or health authorities.

Please keep in mind:  Always start with connecting with IMG immediately, if you think an evacuation may be required.

Question: How do I submit a secure message via MyIMG?

Answer: Log in to your MyIMG portal, https://www.imglobal.com/member/login, and click “Help.” In the drop-down menu, click “Contact.” On the next screen, you can submit your secure message to our customer care team

Videos

  1. Who Should I Call in a Medical Emergency on my IMG Global Employer Group Insurance?
  2. Understanding your international emergency medical evacuation benefits

Key Notes

Coming soon!