Short review: IMG doesn't give clear explanations and takes forever to get back to you. Squaremouth initially talks a good game but in the end wouldn't even respond anymore to our queries. We will not be using either company for future travel insurance.
Long review: My wife and I are frequent travelers and routinely take out travel insurance for our trips. I have used squaremouth.com for several years and it identified IMG iTravelInsured as our best option for several trips. Of course, you don't know if your insurance is any good until you actually need it... That takes us to a cruise from NJ to Iceland in Aug'22. My wife got COVID the last day of the cruise. So we were confined to our cabin and ushered off individually. (Celebrity Cruises was great in the way they handled it, by the way.) Since we couldn't fly home as scheduled, we had to stay in Iceland for a few days until we could get a new flight home. When we called the airlines they said the next flight with 2 open economy seats was 10 days out. So we booked biz class seats that were only 5 days out. We called IMG to verify we could do that and they said yes since it would save the food and lodging expenses for the extra days.
We filed a claim in Sep '22 with IMG iTravelInsured. We were asking for reimbursem*nt for the additional biz class airfare, the extra days in Iceland, and two days of hotels back in the states that we had to cancel. In May '23, IMG reimbursed us for the 2 nights of hotels in the states. They reimbursed us for 1/2 of the hotel/food expenses in Iceland because only 1 of us had medical proof of COVID. They didn't reimburse us at all for the biz class tickets because we couldn't prove that no open flights existed with 2 economy seats available for 10 days. It didn't matter that we had called and gotten approval. We contacted Squaremouth.com since they have a "zero complaints" policy. At first they seemed very helpful and got IMG to reassess our claim. (There was no change in their assessment.) But Squaremouth went unresponsive and we haven't received answers to our queries for a couple months now.
