Knowledge Base – IMG Global Group Insurance

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. 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. 

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

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 1.800.628.4664 (within the U.S.) or 1.317.655.4500. 

Most U.S. hospitals and physicians are familiar with the pre-certification process and will make the phone call for you, though they are not required to do this.  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.

Question – When should I submit a claim?

Answer – Claims must be submitted to IMG within 180 days (preferably 90 days) from the date of service.

Question – What is required to accurately complete a Claim Form?

Answer – It’s important to submit the fully completed Group Claim Form along with itemized bills, statements and invoices for services and supplies you have received.

Question – What typically delays a Claim from being paid?

Answer – The most common problems are missing information such as: (1) Incomplete Claim Form (2) Missing itemized receipts (3) If related to a pre-existing condition, a prior Certificate of Credible Coverage may be required.

Question – Will IMG pay directly to providers?

Answer – In many cases IMG works directly with the hospital or clinic, including those outside the USA PPO network, to make direct payment of eligible medical expenses on your behalf. To be eligible to have a claim paid in this manner, you or the provider must complete a Group Claim Form and submit it with copies of your itemized bills. If approved, payment will be made directly to the provider, leaving you responsible only for the payment of your deductible, applicable coinsurance amounts and any non-eligible expenses and charges.

Also, when it comes to medical services such as a medical surgery or in-patient hospital stay, pre-certifying that medical procedure or hospital visit will help the payment process for you and for IMG.  Please click this video link to learn more about pre-certification on your employer group policy with IMG.

Question – What happens if the Provider bills me before IMG pays the bill?

Answer – Many providers send copies of bills to the insurance company as well as to the patient. If you receive a bill after receiving treatment from a Provider, please contact IMG’s Customer Care department. The provider most likely sent the bill to IMG and the bill will be paid soon if it is a covered expense. Help avoid duplicate payments by allowing IMG to make payments to Providers on your behalf.

Question – What should I do, if I think IMG has made a mistake on my claim?

Answer – Please contact us at groupservice@gninsurance.com with the details of the claim, date of service, provider name, the family member involved and your Explanation of Benefits (EOB) and we will go to work for you.

Sometimes information is missing; sometimes, the provider has entered the wrong medical code. Sometimes, medical records were requested but not provided. If an error has been made, we will be happy to get it straightened out for you.

1. What do these different levels of deductibles mean?
2. What does “out-of-pocket maximum” mean?
3. Understanding my Explanation of Benefits (EOB)

Part 1 of 2 – Your out-of-pocket maximum

Part 2 of 2 – Your out-of-pocket maximum

Question – How does Hospital Indemnity Benefit Abroad work (please check if you have this benefit on your policy)?

Answer – When you are hospitalized outside the US, the patient will receive $400/day 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 U.S. where the medical care is free. To access this benefit of $500/day 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 U.S. 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 U.S.  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 less than the U.S. costs, 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.

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?

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.

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 for ongoing medical care.
2. Repatriation of Mortal Remains – IMG will provide transportation to either place of residence or place of burial.
3. Dispatch of Physician—IMG may send a doctor to your location in order to determine if medical evacuation is needed.
4. Vehicle Return Service—coordinate the return of vehicle to your home when there has been a medical evacuation.

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: 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 for ongoing medical care.
2. Repatriation of Mortal Remains – IMG will provide transportation to either place of residence or place of burial.
3. Dispatch of Physician—IMG may send a doctor to your location in order to determine if medical evacuation is needed.
4. Vehicle Return Service—coordinate the return of vehicle to your home when there has been a medical evacuation.

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

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

Coming soon!

Question: Do I have to inform IMG when I am pregnant?

Yes, maternity should be pre-certified as soon as possible. This can be done online at: https://www.imglobal.com/member/precertification  For an overseas birth, when entering the hospital for delivery, a subsequent pre-certification for the hospitalization should be done.

Question: How do I get my Newborn or Adopted Child enrolled?

An enrollment form for your baby should be submitted within 31 days of birth to be covered from birth.

Adopted and Foster Children should be enrolled within 31 days of placement or official adoption to be covered from that date.

Please download the enrollment form and complete it as follows and send to groupservice@gninsurance.com, copy your HR department.

       –  Check the “Coverage for Dependents” box.

       –  Add Participating Organization,

     Group ID Number (the number on your ID card which begins with MP)

     Full Legal Name

     Citizenship.

       –  Add the newborn’s Name, Gender and Date of Birth in the dependents section (Part 3). SSN is not required for enrollment.

Question: How do counseling services work on my IMG global group plan?

Answer: Your insurance pays for counseling services worldwide when there is mental health diagnosis (such as depression or anxiety). Outpatient visits to are covered at 50% subject to the deductible.

Inpatient treatment centers are also covered for up to 30 days per calendar year. They are subject to your deductible and coinsurance amounts discussed in the overview of benefits.

1. How to Find Out if Your Global Group Plan Offers Telehealth 
2. Do I have vision benefits on my international employer group medical insurance?

Coming soon!