IMG customer care: how to reach the right team, what to expect, and how to get fast results

First, clarify which “IMG” you need

“IMG” commonly refers to several well-known organizations with very different customer-care teams and processes. The most frequent are: International Medical Group (travel and international health insurance, founded 1990), IMG (the global sports, events, and media company, founded 1960 by Mark McCormack), IMG Academy (education, sports camps, and performance, founded 1978 in Bradenton, Florida), and IMG Models (talent representation, launched 1987). Identifying the right entity first will save you time and prevent misdirected requests.

Use the official sites below to reach the correct support channel. If you are a current policyholder, student, camper, or talent client, your welcome email, contract, or ID card typically includes a dedicated member or client support line—use that first for faster routing.

• International Medical Group (insurance): imglobal.com — Member and Producer Portals, plan documents, and claims tools.
• IMG (sports, events, media): img.com — corporate inquiries, partnerships, event services, licensing, and press contacts.
• IMG Academy (school and camps): imgacademy.com — admissions, camp enrollment, parent portal, and campus services.
• IMG Models: imgmodels.com — online submissions, office locations, and booking contacts.

International Medical Group (IMG) customer care: travel and international health insurance

IMG’s customer care supports pre-sales questions (benefits, eligibility), active policyholder needs (precertification, provider searches), and post-service processes (claims, appeals). Emergency medical assistance for travelers is typically available 24/7 via the phone number printed on your ID card or certificate of insurance; non-urgent benefits questions and claims support are generally handled during U.S. business hours. If you don’t have your documents handy, start at imglobal.com and look for “Contact,” “MyIMG,” or “Member Portal.”

For the smoothest experience, have your policy or certificate number, dates of service or travel, a copy of your passport ID page (if requested), and itemized invoices ready. Travel and international medical policies usually require prompt notice for emergencies and timely submission of claims; your certificate specifies exact deadlines (many plans require initial notice within a few weeks of the incident and supporting documents within a set period thereafter). Email responses for non-urgent questions commonly arrive within 1–3 business days, while live chat and phone can address straightforward eligibility or network questions in real time.

Step-by-step: getting care preauthorized and filing a claim with IMG

• Before treatment (when possible): confirm benefits and obtain any required precertification for inpatient care, surgery, or high-cost imaging. Use the Member Portal to check network providers and coverage notes specific to your plan.
• After treatment: collect itemized bills (showing CPT/HCPCS codes or clear descriptions), proof of payment, medical reports, and a copy of your passport/visa page if required by your plan.
• Submit through the Member Portal (preferred) to reduce processing time; attach PDFs or clear images. Note the claim reference number displayed/submitted by the system.
• Track status in the portal. If documentation is requested, upload promptly and add a note summarizing what you provided. For out-of-network or international bills, include currency and exchange details shown on receipts.
• Escalate politely if a claim appears inactive after a reasonable interval or if you receive a denial you believe is in error. Ask for the “appeals” or “grievance” process and cite your certificate section when applicable.

Pro tips: submit documents as legible, single-file PDFs to minimize back-and-forth; keep your own archive of everything you upload; and for hospital admissions abroad, call the emergency assistance number first—direct billing arrangements may be available and can save you large upfront payments.

IMG Academy customer care: schools, camps, and performance services

IMG Academy handles a wide scope of inquiries: boarding school admissions, camp and clinic bookings, sport-specific training, on-campus housing, billing, and campus visits. Admissions and camp specialists can clarify seasonal program availability, age/skill requirements, packing lists, and refund/change policies. For current families, the parent portal is the fastest place to see schedules, statements, and announcements.

Campus address: 5650 Bollettieri Blvd, Bradenton, FL 34210, USA. Main phone (campus switchboard): +1 (941) 755-1000. Start at imgacademy.com for “Admissions,” “Camps,” or “Contact” to route to the right advisor. When you call or submit a request, have the athlete’s sport, birth year, target dates, and any accessibility or housing needs ready—this helps staff quote availability and pricing for the exact session you want.

Planning a visit? Bring a government-issued ID for the security gate and arrive 10–15 minutes early to find parking near your meeting point. Peak camp months (June–August) and winter holidays can fill quickly; securing your spot 2–4 weeks in advance is common, and holiday or spring-break sessions may sell out earlier. If you need documentation for visas or school records, request it in writing through your admissions or camp specialist so it includes the official letterhead and dates required.

IMG (sports, events, and media) and IMG Models: partnerships, press, and talent inquiries

The sports, events, and media arm of IMG manages commercial partnerships, event operations, licensing, media rights, and specialized services across more than 25 countries. For business development, event services, and press inquiries, begin at img.com and use the contact forms or office locator to route by region and business unit. Be specific about your timelines, budget range, and objectives so your inquiry reaches the correct team on the first pass.

For IMG Models, new-talent submissions are handled online at imgmodels.com via the “Become a Model” page. You do not need to pay for a legitimate evaluation—avoid third parties claiming guaranteed placement for a fee. Bookings and day-to-day client care for represented talent are handled by your assigned agent; media or brand inquiries should use the office directory on imgmodels.com to reach the correct market (e.g., New York, Paris, London, Milan, Los Angeles, Sydney).

Press and credential requests for events should include the event name, outlet, circulation or audience metrics, and your deadline. Corporate communications pages on img.com and imgmodels.com list dedicated press contacts by region or business, which will accelerate turnaround compared to general inboxes.

Service levels, escalation paths, and external help if you need it

Response times vary by team and channel. Live chat and phone are best for urgent eligibility or scheduling questions. For insurance-related emails, 1–3 business days is a common window for an initial response; complex claims or appeals can take longer due to medical review. Corporate partnership or press inquiries can require routing across multiple departments; providing a succinct brief and hard deadlines helps reduce back-and-forth.

If you need to escalate with an insurance plan administered by International Medical Group, ask for a supervisor and request the written “appeals” or “grievance” procedure specified in your certificate. If you still can’t resolve a benefits or claims dispute after completing the plan’s internal appeal, you can contact your U.S. state Department of Insurance (naic.org provides a regulator directory) or the relevant regulator in your country of residence. For tuition or camp billing disputes, use the provider’s written policies first; if you paid by credit card, your card issuer’s dispute process may provide additional timelines and protections.

Keep a simple log of dates, times, names, and case numbers, and save copies of all documents you send. This record speeds escalation, reduces repeat documentation requests, and strengthens your position if an external review becomes necessary.

Privacy, security, and accessibility when working with customer care

Protect your personal data: share policy numbers and partial identifiers only over secure channels. Use official portals (look for HTTPS and the correct domain) to upload medical documents; if you must send sensitive records by email, request a secure link or encryption from the support team. In the U.S., medical details may be handled under HIPAA; staff can often provide a secure upload tool or fax alternative when email isn’t appropriate.

If you need accessibility accommodations, mention them at the start of your interaction—most teams can arrange language-line interpreters, accept relay calls (TTY/TDD), or provide large-print and screen-reader-friendly documents. For travel insurance, you can also authorize a trusted person to speak on your behalf; ask customer care for the required authorization form and keep it on file for future calls.

How do I file a claim with IMG?

For faster processing, we recommend that all claims be submitted online at imglobal.com/member. If you prefer to mail in your claim, please refer to the address listed on your ID card. Please note that claims received by mail will add to the overall processing time (between 1 – 4 weeks).

How do I contact IMG?

Contact Us

1. +1 (317) 655-4500.
2. 9200 Keystone Crossing. Suite 800. Indianapolis, IN 46240 USA.
3. For mail, please refer to the fax number, email address, or mailing address on your IMG documents.

Who is the owner of IMG Insurance?

SiriusPoint
IMG, a SiriusPoint company, is an award-winning global insurance benefits and assistance services company that has served millions of members worldwide since its founding in 1990.

How do I contact IMG travel insurance?

If you need assistance, please contact our Customer Care team at [email protected], or you can call us at +1 (317) 655-4500.