Your IMG Travel Insurance Information
Welcome To Your IMG Travel Insurance Plan
This web page is for those who have purchased:
- Outreach International – https://www.gninsurance.com/travel/img-outreach-international
- Outreach America – https://www.gninsurance.com/travel/img-outreach-international
- Patriot International – https://www.gninsurance.com/travel/img-patriot
- Patriot Platinum – https://www.gninsurance.com/travel/pre-existing/img-patriot-platinum
- Patriot America Plus – https://www.gninsurance.com/travel/usa-visitors/img-patriot-america-plus
Your IMG Travel plan is a health plan that covers you around the world outside of your country of residence. Your international plan comes with incredible benefits including global medical insurance, emergency medical evacuation, telehealth coverage on some plans, a vast international and U.S. 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 travel insurance and make the most of your benefits.
Please do not forget to bookmark this page so you can easily reference the answers to all of your future IMG travel insurance benefits and policy questions.
Change is always in the air. So please connect with one of our travel insurance advisors to verify any benefits and procedures on your travel medical cover at any time via phone call, email, or video call.
GNI Contact Information
Your Trip Insurance Advisors: Tracy, Gaby, and Doug
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480-813-9100 |
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[email protected] |
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690 E Warner Rd Ste. 117 Gilbert, AZ 85296 |
Quick Links
Understanding Your Member Portal
Your IMG Member Portal
Taking advantage of your IMG Travel 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 (with certain), request payments, and much more.
The first step is to set up your IMG account by going to https://imglobal.com/member/login. Using your MyIMG account will save you time. You can access insurance documents, including your ID cards, and contact IMG as you need. You can Pre-certify hospitalization, file and view claim status, obtain copies of certificates, find hospitals and doctors where ever you are. You can also contact IMG via Live Chat Online.
All new enrollees need to do is:
- Go to https://imglobal.com/member/login
- Under “NEW TO IMG?”, click on “CREATE AN ACCOUNT”
- Enter your certificate number and Date of Birth (primary member)
- Create your account
GNI Team Q & A
Question: Do I need to carry my ID card with me at all times?
Answer: We recommend that you carry it with you at all times. 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. 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.
- Phone number: 1-317-655-4500 in the US only, or toll free at 1-800-628-4664
- After business hours you may have to leave a message for call back. If an emergency is not indicated, the call back will happen on the next business day.
- Assistance Services: Phone: 1-317-927-6808 (For Medical or Security Evacuation.)
Claims email: [email protected]
Customer service email: [email protected]
Pre-certification email: [email protected]
GNI Team Tidbits
General Mailing Address: International Medical Group, Inc. 2960 N. Meridian Street Indianapolis, IN 46208 USA.
Claims Address: International Medical Group, Inc. Claims, P.O. Box 9162, Farmington Hills, MI 48333-9162 USA
Ask Doug
Key Notes
Question: What is MyIMG?
Answer: Your MyIMG is where you may submit and manage your claims, update your contact information, access your ID card, find medical facilities in the U.S. 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: It is not necessary, but it is highly recommended to create your MyIMG account. Your 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. To create your MyIMG account here, please click here – https://imglobal.com/member/registration
Understanding Pre-Certification
Your Pre-Certification Information
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 without pre-certification.
Pre-certification is not a guarantee of payment.
U.S. In-network providers will pre-certify for you.
For outside the U.S. or Out-of-Network providers in the U.S., you are responsible for ensuring the precertification process is completed at least five days before a planned hospitalization, or within 48 hours of admission due to an accident or emergency illness.
You can pre-certify online at: https://imglobal.com/member/precertification
Services requiring precertification are: (1) Inpatient Hospitalization (2) Emergency Medical Evacuation (3) Chemotherapy (4) Extended Care Facility, Home Nursing Care, Hospice Care (5) Interfacility Ambulance Transfer (5) Radiation Therapy (6) Surgery or Surgical procedure
GNI Team Q & A
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 precertification form. https://imglobal.com/member/precertification If you are being admitted to a hospital, you may notify IMG either by submitting an online precertification 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 interfacility transers, 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://imglobal.com/member/precertification
GNI Team Tidbits
Medical treatments which are considered to be elective (not 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.
GNI Team Final Thoughts
Pre-certification may be initiated by you, your representative, or your medical provider online at: https://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 precertification at http://www.imglobal.com/member.
Ask Doug
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 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.
Understanding Claims
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 [email protected]. You can download IMG’s Claim Form here: https://imglobal.com/claims-center.
Multiple claims can be submitted on the same claim form if they are for the same incident. 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. Mailing checks overseas is not recommended. 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.
GNI Team Q & A
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, date of service, and a breakdown of all the related charges.
If you are filing for reimbursement, the invoice should indicate that payment was received by the provider.
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 U.S. (in the U.S. 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. However, in the U.S., your medical provider should be sending in claim forms to IMG)
All claims should be submitted within 180 days of occurrence. (Late submissions could result in the claim being denied.)
If you fail to submit a Claim Form (online or paper) or additional information is requested, you will see in your MyIMG account, that the Explanation of Benefits shows that the claim has been denied. There will be a CODE give (?) that will explain what is missing and why the claim was denied. This will, of course, result in delay of reimbursement for eligible medical expenses.
Question – Should I submit my original 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.
GNI Team Tidbits
As your claim is being processed, it may disappear from your MyIMG account for a few hours to a couple of days, when it changes from being “Submitted” to being “Processed.” When it reappears, it will have a different reference number. Usually, claims will process within 30 business days or about 6 weeks (holidays and week-ends don’t count) from the time of receipt. In the fall and at the end of the year, it can take longer, due to the high volume of claims received at those times of the year.
Once the claim has processed, there will be an Explanation of Benefits (EOB) available to view in your MyIMG account.
GNI Team Final Thought
Claims should be submitted within 180 days of the service date / date on the invoice. Claims submitted later may be denied.
Ask Doug
Key Notes
We always recommend that you take time to practice the following steps in the claim process:
Prior to seeking medical treatment, review what services and procedures require Pre-certification so your benefits will not be reduced
Present your IMG ID card to all medical providers at the time of treatment (they may be able to bill IMG directly)
Submit Claims with receipts, once services have been rendered.
Understanding Your Travel Insurance Benefits
Understanding Your Travel Global Insurance Benefits
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 U.S. This means lower out-of-pockets expenses for yourself. By searching the IPA (International Provider Access) on IMG’s website, you can find direct–billing providers abroad.
GNI Team Q & A
Question – What is the best way for me to find more information about my travel medical insurance policy with IMG?
Answer – The best way is to go to your MyIMG web page at https://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 U.S., IMG pays 100% after the deductible. For care in the U.S. using the network (United HealthCare), IMG pays 100% of eligible medical expenses after the deductible on most plans. For care in the U.S. that is out-of-network, or through the First Health PPO, it is paid at 80% after the deductible is met.
GNI Team Tidbits
Question: How can I access my IMG travel medical insurance policy documents on MyIMG?
Answer: Please log in to your MyIMG portal, https://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.
GNI Team Final Thought
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 U.S. This means lower out-of-pockets expenses for yourself. By searching the IPA on IMG’s website, you can find direct–billing providers abroad.
Ask Doug
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.
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
Medical Care Abroad
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: precertification 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.
GNI Team Q & A
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 a specified amount per night. 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.
GNI Team Helpful Tidbits
If you are traveling to multiple countries, you may need to have proof of coverage for entry to one or more countries on your travel itinerary.
Through your MyIMG portal, you can access your Visa Letter (Confirmation of Coverage). When you access your document, you will be able update your destination country as needed.
GNI Team Final Thought
IMG short-term travel plans will work great for those that are traveling outside of their country of residency.
Emergency Medical Evacuation
Emergency Evacuation
The Outreach or Patriot plans cover Emergency Medical Evacuation up to $500,000 (USD) or $1,000,000 per period of coverage for transportation and related expenses to the nearest adequate medical facility. This does not always mean that the evacuation is back to the person’s Home Country.
After being released from the hospital after an evacuation, the policy will cover transport either back to the country that you were visiting or back to the Home Country of the insured.
GNI Team Q & A
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.
GNI Team Tidbits
Question: I have the Evacuation and Repatriation benefit under my policy, will you fly me out?
Answer: Evacuation cover is provided where emergency in-patient treatment is not available locally. If this is required and is covered under the plan, then yes, cover will be provided. If appropriate treatment is available locally, then this benefit will not be considered. Please note: when considering an evacuation or repatriation, IMG will be obliged to follow the advice and restrictions from the government or health authorities of the country you will travel from and to, and based on those.
Please keep in mind: Always start with connecting with IMG. IMG will make the arrangements.
GNI Team Final Thought
Question: How do I submit a secure message via MyIMG?
Answer: You can submit your secure message to the customer care team at https://imglobal.com/secure-message-center.