Step 1 - Show your ID card when seeking treatment

​When seeking treatment in the United States, you will want to try to visit a doctor that is in-network. By going in-network, the provider should be able to direct bill the insurance company, so you won’t have to pay up front at the time of treatment. You’ll simply need to provide the doctor’s office with your insurance ID card, and they should be able to send the bill directly to IMG for processing. ​

 

If you go to an out-of-network provider, or seek treatment outside of the United States, even if you provide the doctor’s office with a copy of your insurance ID card, they still may require that you pay for the services up front. If this happens, you’ll want to make sure to keep the receipts showing that you paid out of pocket and also request an itemized bill from the provider. This itemized bill will show the cost of services rendered, as well as special diagnostic codes that the insurance company will need to process your claim. It is also a good idea to request the doctor’s notes or medical records from your visit so you can submit this with your claim.

 

If you are prescribed any medication by your doctor, you will have to pay for the prescription in full at the pharmacy and then submit the receipts to be reimbursed later. Make sure to keep the receipt showing that you paid for the prescription, as well as the Rx label showing the name and dosage of the medication, so you can submit this with your claim. 

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Step 2 - Complete the claim form

Next, you will need to complete a claim form with more details about why you went to the doctor so the insurance company can determine if your visit is an eligible, covered expense. It is very important to complete this form in full, with as many details as possible. This form is needed whether you go in-network or out-of-network, and a new claim form needs to be completed once per injury or illness. 

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If your visit to the doctor was the result of an accident, you’ll also want to make sure to complete the general accident questionnaire form. This form will detail more information about the accident that occurred. If you have any supporting documentation from your accident, like a police report, you’ll also want to submit this to IMG for review. 

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Step 3 – Submit Your Documents to IMG for Review 

Once you’ve completed the claim form and accident questionnaire (if applicable), you’ll want to submit these documents, along with any itemized bills and receipts, to IMG for processing. You can submit these forms via email, fax, mail, or through your online MyIMG portal. 

• Email: customercare@imglobal.com 

• Fax:  +1.317.655.4505

• Mail:  P.O. Box 9162, Farmington Hills, MI 48333-9162 USA 

• MyIMG: https://myimg.imglobal.com/

The insurance company may also need a copy of your passport, and if you are a student, a copy of your visa and student status, so it’s best to include all of these documents when you are submitting your claim to make sure IMG has everything they need on file to get your claim processed. 

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Step 4 – Follow Up 

It generally takes 30 business days from the time all necessary documents are received for a claim to be reviewed and processed. It is your responsibility to make sure your claims are processed, so we suggest checking on the status of your claim periodically by contacting IMG directly. 

• Phone:  +1.317.655.4500

• Email: customercare@imglobal.com 

You can also check on the status of your claim through your online MyIMG account. We recommend creating your online MyIMG account upon purchasing your plan or when submitting your claim, as this is a great resource for submitting and checking on the status of your claims.