IMG insurance member guide · Updated for 2026
Navigate International Medical Group Coverage, Care and Claims
International Medical Group—usually shortened to IMG—is an insurance and assistance company. It sells travel insurance, temporary travel medical insurance and annually renewable international health coverage.
This guide explains the complete member journey: choosing the correct plan type, using MyIMG, understanding deductibles and coverage limits, finding care in or outside the United States, requesting precertification, filing a claim, uploading missing documents and appealing a denial.
Medical emergency: Contact the local emergency service in the country where you are located. Obtain necessary emergency treatment first, then contact the assistance number on your IMG identification card as soon as reasonably possible. Do not wait for an online claim or precertification response.
Entity clarification: International Medical Group is not a hospital, local physician practice or international recruitment agency. Searchers using this keyword usually need IMG travel insurance, travel medical coverage, MyIMG, a claim, provider search or emergency-assistance information.
Founded
IMG has provided international insurance and assistance services since 1990.
Member reach
IMG reports serving members in more than 190 countries.
Member account
MyIMG for plan documents, claims, status and policy tasks.
IMG support
800-628-4664 in the U.S. or Canada.
Worldwide support
What do you need from International Medical Group today?
BEFORE BUYING
Compare the correct plan category
Decide whether you need protection for prepaid trip costs, temporary medical protection while travelling or long-term international private medical insurance.
Compare the certificate wording—not only the benefit summary, plan name or price.
CURRENT MEMBER
Use MyIMG and your ID card
Sign in for plan documents, identification cards, claims, status updates, additional document uploads, renewal options and precertification.
The ID card identifies the correct provider network and support telephone number for your plan.
NEED MEDICAL CARE
Find care or obtain emergency help
Use the provider search for non-emergency care. For a serious emergency, use local emergency services first and notify IMG as soon as possible.
A provider listing or direct-billing arrangement does not guarantee that every service is covered.
What International Medical Group actually provides
IMG provides insurance products and non-insurance assistance services for people travelling, studying, visiting, living or working away from home.
Travel insurance
Designed mainly to protect prepaid travel costs and losses caused by covered trip problems.
Travel medical insurance
Temporary medical protection for eligible accidents, sicknesses and emergencies during international travel.
International health insurance
Annually renewable private medical coverage for eligible expatriates and globally mobile individuals.
Company facts: IMG states that it has served members since 1990, supports members in more than 190 countries, speaks 18 languages in-house and maintains a global database containing more than one million doctors and hospitals.
Coverage is never determined by this guide or a marketing summary. The certificate, policy, master policy, application, riders and other governing documents control the actual benefits, exclusions and claim rules.
Travel insurance vs travel medical vs international health insurance
| Coverage category | Main purpose | Typical traveller | Important limitation |
|---|---|---|---|
| Travel insurance | Protect eligible prepaid trip costs against covered cancellation, interruption, delay, baggage or related travel losses. | Holiday, cruise, tour or other traveller with meaningful non-refundable trip expenses. | Cancellation is covered only for reasons and conditions stated in the plan document. |
| Travel medical insurance | Provide temporary medical coverage for eligible unexpected illnesses, injuries and emergency evacuation while travelling. | Visitor, immigrant, student, missionary or traveller outside the home country. | It is not a replacement for comprehensive domestic health insurance. |
| International health insurance | Provide annually renewable private medical protection across countries. | Expatriate, global citizen, international worker or family living abroad. | Underwriting, geographic areas, deductibles and renewal rules apply. |
Popular IMG product families
iTravelInsured
Travel-insurance products include current options such as Choice, SE and LX. Benefits and availability vary by residence and jurisdiction.
Patriot Travel Series
Travel-medical choices shown by IMG include Patriot Lite, Patriot Plus and Patriot Platinum.
Global Medical Insurance
International health options include Silver, Gold and Platinum benefit levels.
Do not choose by the words “Lite,” “Plus,” “Gold” or “Platinum” alone. Compare the medical maximum, deductible, coinsurance, geographic area, evacuation benefits, exclusions and treatment rules.
How to choose an IMG plan without comparing the wrong benefits
Define the trip or residence period
Record the departure date, return date, countries, home country and whether coverage must be renewable.
Identify the financial risk
Decide whether the biggest concern is non-refundable trip cost, emergency medical bills or long-term private healthcare.
Enter every traveller correctly
Ages, residence, citizenship and destination can affect eligibility, price and benefits.
Compare the deductible
A lower premium with a high deductible can require substantial payment before benefits begin.
Compare the medical maximum
Review per-person, per-period, per-incident and lifetime limits where applicable.
Check primary or secondary status
Secondary coverage may require another insurer to process the expense first.
Read the pre-existing-condition wording
A waiver, limited benefit or acute-onset provision is not the same as unrestricted coverage.
Check evacuation and repatriation rules
Review who decides whether evacuation is medically necessary and where the member may be transported.
Review activities and sports
Adventure activities, organized sports, motorcycling, mountaineering and other activities may have exclusions or optional coverage.
Download the sample documents
Read the certificate wording for your state or jurisdiction before completing the purchase.
Questions to answer before paying for International Medical Group coverage
Are all destinations included?
Is the United States included or excluded?
Are travel dates entered correctly?
Is coverage primary or secondary?
What deductible applies?
What coinsurance applies after the deductible?
What is the medical maximum?
What requires precertification?
How are pre-existing conditions handled?
Are planned activities covered?
Does the plan include telehealth?
What provider network appears on the ID card?
Are prescription expenses covered?
What are the cancellation or refund rules?
Buying after a problem starts may be too late. A known illness, weather event, travel warning, cancellation or other foreseeable event may not become covered merely because insurance is purchased afterward.
Plan-comparison call script
“I am a resident of [country/state], age [age], travelling from [date] to [date] in [countries]. I need protection mainly for [trip costs/medical care/long-term international health]. Please explain the deductible, medical maximum, primary or secondary status, pre-existing-condition wording, precertification requirements and major exclusions.”
How to read an IMG certificate without missing a costly rule
| Document section | What it tells you | Common misunderstanding |
|---|---|---|
| Schedule of benefits | Maximums, deductibles, coinsurance and selected benefits. | Assuming a listed maximum is automatically payable for every claim. |
| Definitions | The contract meaning of terms such as injury, sickness, physician and pre-existing condition. | Using an everyday meaning instead of the policy definition. |
| Eligible expenses | Which medical or travel expenses may qualify for consideration. | Assuming every bill from a doctor is an eligible expense. |
| Exclusions | Events, conditions, activities or expenses the contract does not cover. | Reading only the benefits page. |
| Precertification | Treatments that must be reviewed before they occur. | Believing a provider will always contact IMG on the member’s behalf. |
| Claims provisions | Proof, deadlines, records and claim-submission responsibilities. | Waiting until receipts or medical notes are difficult to obtain. |
| Geographic restrictions | Where benefits apply and whether the home country is included. | Assuming “worldwide” means identical benefits in every country. |
Save an offline copy. Download the ID card, certificate, emergency numbers and claim instructions before departure in case internet access is unavailable.
What you can do in the MyIMG portal
Access identification
Retrieve available member and insurance identification information.
Review plan documents
Open the certificate wording and other documents connected with the account.
Submit a claim
Start a medical or trip claim and receive online confirmation.
Track claims
Review claim details, status updates and requests for additional documents.
Upload documents
Add records, receipts or forms requested for an existing claim.
Start precertification
Initiate review for eligible planned admissions, surgeries or procedures.
Submit an appeal
Open an eligible denied claim and provide appeal information.
Renew eligible coverage
Use the available renewal workflow when the policy permits renewal.
Manage account access
Recover a username or password and update available account information.
MyIMG is not working? Check these problems in order
You have never registered
Select Create Account rather than trying to use purchase-confirmation details as a portal password.
You forgot the username
Use the official username-recovery link on the MyIMG login screen.
You forgot the password
Use password recovery and avoid repeated guesses that could restrict access.
The policy is not visible
Confirm that the email, certificate number, insured name and birth information match the policy.
A claim-status option is missing
Confirm that the claim was filed under the same member account and plan.
The upload fails
Use a clear PDF or image, reduce the file size and give the document a simple filename.
A family member purchased the plan
Determine whether the traveller needs an individual member account or must be connected to the purchaser’s account.
The issue involves private data
Use IMG’s encrypted Secure Message Center rather than ordinary email or a general contact form.
Account preparation: Keep the insured person’s full name, date of birth, certificate or policy number, customer number and purchase email available before contacting support.
How to find medical care with IMG insurance
Inside the United States
Read the network name printed on the IMG ID card. IMG currently links members to UnitedHealthcare and First Health provider searches.
- Search by ZIP code and specialty.
- Call the provider to confirm participation.
- Show the IMG ID card at check-in.
- Ask whether the provider will bill IMG or expects payment.
Outside the United States
Use IMG’s International Provider Access database. IMG states that this search includes more than 45,000 physicians and facilities.
- Search by country and city.
- Look for direct-billing availability.
- Confirm services before travelling.
- Contact IMG for planned inpatient care.
Provider listing is not a benefit decision. A network discount or direct-billing arrangement does not prove that the diagnosis, treatment or total bill is covered.
Check whether the problem is an emergency
Use local emergency services for serious symptoms rather than delaying care to search a network.
Read the network from the ID card
Do not choose a provider based on a network used by a different IMG plan.
Search the correct country database
The U.S. PPO process and international IPA database are different.
Call the provider directly
Online directories can change between updates. Confirm participation and appointment availability.
Ask about payment expectations
Determine whether the provider will attempt direct billing or requires payment before treatment.
Keep every document
Obtain an itemized bill, medical notes, diagnosis, proof of payment and prescription receipts.
When a walk-in clinic may be appropriate
Sore throat, cough or flu-like illness
Minor ear or urinary infection
Minor rash or burn
Simple sprain or minor injury
Basic illness testing
Non-emergency condition needing prompt care
What to do during a medical emergency abroad
Call the local emergency number
Use the ambulance or emergency system in the country where the emergency occurs.
Go to the nearest appropriate facility
Do not delay life-saving care while searching for an in-network doctor.
Show the IMG ID card
Ask the hospital to record the certificate number and assistance contact.
Contact IMG as soon as reasonably possible
Use the worldwide number on the ID card. IMG’s general worldwide support number is +1-317-655-4500.
Do not arrange an evacuation yourself
Emergency evacuation benefits generally require coordination, medical necessity and approval under the certificate.
Identify the hospital contact
Record the physician, department, telephone, email and patient-room details.
Collect documents before discharge
Obtain the itemized bill, clinical report, diagnosis, test results and proof of every payment.
Online precertification is not an emergency service. IMG specifically instructs members not to use it for emergency admission, emergency procedures or emergency evacuation.
Emergency-assistance call script
“I am an IMG member with certificate number [number]. The patient is at [hospital and country] for [brief emergency]. The treating physician is [name], reachable at [telephone]. Please explain the immediate assistance, precertification and document steps required under this plan.”
IMG precertification: what it means and what it does not mean
IMG states that proposed hospital admissions, inpatient surgery, outpatient surgery and other procedures identified in the certificate wording must be precertified for medical necessity.
Precertification does:
Allow IMG to evaluate whether the proposed service is medically necessary under the information provided.
Precertification does not:
Guarantee coverage, verify every benefit, waive exclusions or promise payment to the hospital.
Read the plan’s precertification section
Identify exactly which admissions, surgeries, tests or procedures require advance review.
Begin before planned treatment
Do not assume that the hospital or surgeon has already contacted IMG.
Prepare the clinical information
Gather the diagnosis, symptoms, proposed procedure, treatment date and physician contact.
Submit through MyIMG
The online tool initiates the process; it does not instantly complete medical review.
Save the submission confirmation
Keep the reference and any request for additional clinical documents.
Verify the result before treatment
Confirm that IMG received the request and ask whether further information is required.
Recheck coverage separately
Even medically necessary care must meet eligibility, exclusions, deductibles, limits and usual-and-customary rules.
Member responsibility: IMG states that the insured person remains responsible for verifying benefits even after the precertification request has been received.
How to file an International Medical Group claim
Sign in to MyIMG
Create an account first when the policy has not yet been connected to an online member account.
Open the Claims menu
Select Claims and then Submit a Claim.
Choose the correct claim type
Medical and trip-loss claims require different proof.
Describe the event accurately
Enter the illness, injury, treatment, cancellation, delay or other covered event without guessing.
Upload complete proof
Include the itemized statements, receipts, medical records and other documents requested.
Enter payment information
Electronic banking details can speed payment when the claim is approved and payable.
Save the confirmation
Keep the tracking number, confirmation email and copies of every uploaded document.
Why online filing is usually better: IMG states that MyIMG provides faster service, a confirmation email, a tracking number and online claim updates.
Do not begin with a random downloadable form. IMG says new claims should normally be submitted through MyIMG. Use forms from the library when IMG specifically requests one.
Documents that prevent an IMG claim from stalling
Medical claim documents
- Documentation for each new illness, diagnosis or injury
- Itemized statement of services from the provider
- Clinical notes, test results or discharge report
- Receipts showing medical or prescription payment
- Authorization to release medical information
- Primary-insurer explanation when coverage is secondary
Trip claim documents
- Evidence of the date, time and cause of loss
- Original trip itinerary
- Receipts for prepaid travel expenses
- Airline, cruise or travel-provider documentation
- Refund and cancellation statements
- Medical statement when illness caused the loss
How to prepare medical bills for review
Patient name matches the policy
Treatment date is visible
Diagnosis or reason for treatment is included
Every service is itemized
Currency is identified
Proof of payment is included
Provider name and address are readable
Translation is supplied when requested
Keep the original documents. Upload clear copies, but retain the original invoice, receipt and medical report until the claim and any appeal are fully resolved.
What happens after an IMG claim is submitted?
| Stage | Published timeframe or process | What the member should do |
|---|---|---|
| MyIMG confirmation | Online submission provides confirmation and tracking information. | Save the confirmation email and tracking number. |
| Claim ID | IMG states that a claim ID email should arrive within two to three business days. | Check spam and confirm the account email. |
| Initial claim review | IMG states that a received claim is reviewed within 10 business days. | Monitor MyIMG for additional-document requests. |
| Mailed claim | Mail can add approximately one to four weeks of processing time. | Use the address printed on the ID card and keep delivery proof. |
| Additional information | Processing pauses or slows when requested proof is incomplete. | Upload the exact requested document under the existing claim. |
| Determination | IMG sends notification after a determination is made. | Read the explanation, benefit calculation and appeal rights. |
“Reviewed within 10 business days” does not always mean paid within 10 business days. The review may identify missing medical records, other insurance information or proof needed before a benefit decision.
Claim-status call script
“I am calling about claim ID [number] under certificate [number]. It was submitted on [date]. Please confirm whether the claim is complete, list any missing documents, identify the current review stage and explain the next action required from me.”
How IMG pays an approved and payable claim
Electronic payment
IMG requests banking details during claim filing. Electronic transfer is generally the faster and safer reimbursement method.
Paper check
A check may be sent to the street address entered on the claim. IMG states that checks cannot be mailed to a post-office box.
Account holder name is correct
Bank and routing details are verified
Currency conversion is understood
Mailing address is a street address
Payment notice matches the claim ID
Bank fees are checked separately
Missing check: IMG states that a check can be reissued or replaced with an electronic transaction when it does not arrive.
How to appeal an IMG claim decision
Read the complete determination
Identify the exact exclusion, limitation, missing proof or benefit calculation used.
Open the claim in MyIMG
Select Claims, My Claims and Claim Details.
Select Submit Appeal
Use the appeal option connected with the denied claim rather than opening a new claim.
Write a focused explanation
Address the stated reason for denial and connect each argument to supporting documentation.
Upload new or clearer proof
Include physician statements, itemized invoices, travel documents or primary-insurer decisions that directly answer the issue.
Submit within the deadline
IMG states that appeals and supporting documentation must be received within 90 days of the original claim determination.
Save the appeal confirmation
Keep a complete copy of the appeal and every attachment.
Do not submit only “I disagree.” A useful appeal identifies the disputed contract provision and supplies evidence showing why the claim should be reconsidered.
Appeal statement framework
“I request reconsideration of claim [ID], determined on [date]. The determination states [reason]. The attached [medical statement, invoice, itinerary or insurer decision] shows [specific fact]. Please review the claim under the relevant provision of certificate [number].”
When to use IMG Secure Messaging
IMG’s Secure Message Center is intended for personal or confidential information that needs encrypted transmission.
Payment information
Use secure messaging for credit-card, bank-account or other sensitive financial details when IMG requests them.
Medical information
Use it for confidential medical records or updates involving the insured person’s health condition.
Plan-specific documents
Use it when the online claim feature is unavailable for the member’s particular plan.
After submission: IMG sends a confirmation email with a unique reference ID. Support normally responds within two to three business days.
New claims normally belong in MyIMG. Do not use secure messaging as a substitute when the online claim-submission feature is available.
Common International Medical Group mistakes
Buying the wrong coverage category
Travel insurance, travel medical insurance and long-term international health insurance solve different problems.
Reading only the benefit summary
Exclusions, definitions and certificate provisions control the actual coverage.
Using the wrong PPO directory
The correct U.S. network is printed on the IMG identification card.
Assuming direct billing means free treatment
The member may still owe deductibles, coinsurance, exclusions or non-eligible expenses.
Skipping precertification
Planned admissions, surgeries and listed procedures may require advance medical-necessity review.
Sending only a credit-card receipt
A payment receipt does not show the diagnosis, provider or itemized medical services.
Filing secondary coverage first
Another available insurer may need to process the bill before IMG reviews the remaining amount.
Opening another claim for missing documents
Upload additional proof to the existing claim ID.
Mailing to the headquarters automatically
IMG instructs members to use the mailing address or submission information shown on their own documents.
Missing the appeal deadline
IMG publishes a 90-day deadline from the original claim determination.
What to do when the IMG process does not go as expected
| Problem | Likely cause | Next action |
|---|---|---|
| Provider cannot verify insurance | Wrong network, unfamiliar international plan or incorrect member details. | Show the ID card and ask the provider to call the number printed on it. |