How to File an IMG Claim

Filing claims with IMG is fairly direct, and the easy-to-use MyIMG portal has all the claim instructions. You will need to register your account in order to start. Please contact your broker if you need assistance.

Remember to refer to the Claims Checklist to ensure all information is ready to go.

Log in to the MyIMG portal and click “Claims.” In the drop-down menu, click “My Claims.” On the next screen, you can submit a new claim or view existing claim statuses for all insured persons on your plan.

To submit a new claim, click the “Submit New Claim” button. You will then be directed to the Submit Claim page.

If you submit a claim through MyIMG, it will appear in 12-24 hours on the My Claims page with a “Submitted” status until it’s adjudicated – usually until the insurer has received and determined whether the claim is approved, denied, or if they need more information.

There are three types of “Processed” states if a claim has all the information required:

• Processed – Paid

• Processed – Deductible

• Processed – Denied

• Additional Information Needed

If your claim appears in “Processed – Denied” status, an EOB (explanation of benefits) will be sent to you regarding the decision. If you believe that your claim was denied in error, you may make an appeal. Please note that an appeal can take up to 90 days to process.

If you fail to submit all the necessary documentation during your claim submission, your claim will go on hold and appear in “Additional Information Needed” status. View the claim to see which documents are outstanding.

If you submit a claim from a source other than MyIMG (i.e., directly through provider, by mail, etc.), you won’t see it in MyIMG until it’s been processed.

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For more instructions, view the full MyIMG Guide.

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Last reviewed May 2026. For help with your own policy, contact Expat Insurance through the help center so our team can review your situation.