Your IMG iTravel Trip Insurance Information
Welcome To Your IMG Travel Insurance Plan
This web page is for those who have purchased an iTravel Trip Cancelation plan, https://www.gninsurance.com/travel/trip-cancellation/img-itravel/.
Trip cancelation plans are great for those needing protection for your pre-paid, non-refundable trip costs. Your IMG iTravel plan is a trip cancelation with medical coverage included that covers your domestic or international travels. Your iTravel plan comes with incredible benefits including global medical insurance, emergency medical evacuation, trip cancelation, trip delay, and baggage coverage.
On this page you will find information about your 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 Group 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 Trip Insurance Benefits
Understanding Your iTravel Insurance Benefits
The iTravel plans not only offer protection for your pre-paid, non-refundable trip costs, but can also cover you for emergency medical treatment and medical evacuation, lost luggage, costs for change fees, and missed trip connection.
GNI Team Q & A
Question – What is the difference between Trip Interruption and Trip Delay?
Answer – If you are delayed more than 12 consecutive hours during your travels for a covered reason, the Trip Delay benefit will provide each insured person up to $125 per day to help with any costs incurred due to the delay.
If your trip has begun, and you are unable to complete your scheduled travels due to a covered reason (illness, death in immediate family, destruction of home, etc.), the insurance will reimburse for up to 150% of the amount insured to help with costs for an unexpected return home.
Question – How does medical evacuation work?
Answer – Medical evacuation is necessary when the initial treating hospital is unable to provide the care necessary for an injury or illness. The insurance company will coordinate with the hospital for your evacuation to the nearest and best hospital for the medical situation when the medical threat is limb or life threatening.
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://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.
GNI Team Final Thought
Coming Soon
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://www.imglobal.com/member/registration
Understanding Covered Reasons for Cancelation
Your Covered Reasons for Trip Cancelation
For each level of coverage, there will be additional reasons for cancelation for each plan upgrade.
Each level of coverage, from the iTravel Lite to the iTravel LX, will cover for the following reasons for the cancelation of your travels:
- The death of a family member or travel companion prior to your departure
- The illness or injury of a family member, travel companion, business partner, or yourself prior to your departure.
- Must have a physician’s report stating your illness was disabling enough to prevent traveling
- Traffic accident while en route to your scheduled departure. Police report required.
- Strike or Bankruptcy of the common carrier
- Mechanical breakdown of the common carrier that would cause a cancelation of a delay of more than six hours
- Natural disaster that prevents arrival at destination
- And much more…..
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.
GNI Team Tidbits
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.
GNI Team Final Thoughts
Make sure to have documentation for any cancelation. If you canceled your trip for a covered reason, make sure to do so in writing (email) so that you can show proof of loss when filing a claim. If you canceled your trip due to a medical reason, have a medical report ready with your claim.
Ask Doug
Key Notes
Coming Soon
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.
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 and medical invoices be itemized. It should include the name of the patient, date of service and a breakdown of all the related charges.
You must show proof of loss. Make sure to have any medical reports, police reports, airline communication, etc., at the ready when filing a claim.
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. Claims must be filed within 90 days of the date of loss.
Question – The airline issued a credit for my non-refundable flight to be used within the next year. Can I file a claim?
Answer – Unless you have a financial loss, there would be nothing to claim. You would then have the choice to change the dates of your policy (if prior to the Effective Date) to your new travel dates, or purchase a new trip cancelation plan once you rebook your travels.
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 90 days of the date of loss. Claims submitted later may be denied.
Ways to have a smooth claim process: Make sure that you have all documentation ready prior to filing a claim. Did you cancel due to an illness? Have the medical report available. Did you miss your flight due to a car accident on the way to the airport? Have your police report ready!
Ask Doug
Key Notes
We always recommend that you take time to practice the following steps in the claim process:
Present your IMG ID card to all medical providers at the time of treatment (they may be able to bill IMG directly)
Do not leave the international provider’s facility without receiving an itemized bill and/or medical records.
Submit Claims with receipts, once services have been rendered.
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
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.
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.
GNI Team Q & A
Coming Soon
GNI Team Tidbits
Coming Soon
GNI Team Final Thought
Coming Soon
Emergency Medical Evacuation
Emergency Evacuation
When you suffer from a life or limb threatening illness or injury, and the medical facility is ill-equipped for your treatment, your iTravel plan has coverage for emergency medical evacuation.
The determination to evacuate will be made by the attending physician and the insurance company. Once the evacuation has bee approved, the insurance company will make the arrangements for transport.
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 other benefits do I have with Assistance Services?
Medical Repatriation – transportation to your permanent home for ongoing medical care.
Repatriation of Mortal Remains – IMG will provide transportation to either place of residence or place of burial.
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, we 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://www.imglobal.com/secure-message-center.