International Medical Group review: Don't believe IMG's pre-existing conditions policy

I purchased an international health insurance policy with IMG when traveling to the US. I have dealt with back issues since young age and therefore purchased IMG's Patriot America(SM) Platinum plan that explicitly covers the "acute onset of pre-existing conditions".

Unfortunately I had an acute onset of increased pain during my travels and am still dealing with IMG's denials of all my claims for treatment - all based on "pre-existing condition" which is exactly what this policy states it covers should the pre-existing condition "suddenly worsen". I understand that this policy isn't meant to pay for treatment of a chronic condition in a foreign country; however, it should cover you if that condition suddenly debilitates your health, forcing you to seek local care. It is precisely why insurance seekers might select this plan over a more affordable option. I met all conditions required for coverage under my policy.

Knowing that in the US health insurance can be tricky and pricey I discussed the policy with IMG's customer care to find out any restrictions around their use of "acute onset of pre-existing conditions". The only information I would receive is to "read my policy"; they offer no guidance.

I even phoned IMG with the billing department of the local hospital before seeking treatment and IMG verbally confirmed that the treatment would be covered. Much to my surprise I'm now receiving bills from the hospital months after the treatments. IMG never communicated these denials to me.

When I called IMG to discuss this they told me that coverage can be denied after a claim has been processed, which can come months later. This means there is no reliable way to ensure your care will be covered before agreeing to treatment. There is no direct line that you, the insured, can call to ask and get clarification. Furthermore, once you are burdened with financial debt, they have no direct contact number for appeals or help. The agents you call claim they don't even have the names or contacts of the specialists in that department. This means zero accountability, and the insured left with no one from IMG who can help.

Also important to note that United Healthcare processes claims for IMG in the US. They have the highest denial rates of all insurers, around 70%! You may want to think twice before pursuing a policy with IMG.