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Disappointing Experience with IMG Insurance and Insubuy

I purchased a 12-month health insurance policy through Insubuy, which was fully paid in advance before the start date in October '22. The policy was underwritten by IMG.In November '22, I injured my knee after slipping from a low stone wall. By December, with persistent swelling and pain, I visited a doctor as advised by my insurance. I paid $100 to activate the health coverage and followed up with prescribed physiotherapy sessions.Months later, my knee issues resurfaced, leading to an MRI that diagnosed a meniscus injury. Treatment advised was non-surgical, focusing on strengthening routines. However, in early November '23, I received collection notices from both the physiotherapy clinic and the MRI lab, stating that IMG refused to cover the costs.Upon investigating, I found that the denial was based on these treatments supposedly not being covered, which contradicted the policy terms. Insubuy promised to intervene with IMG for reimbursement. Yet, on December 8th, I was informed that my claims were denied due to not providing information within a 60-day post-treatment window—a window I was never made aware of by IMG, not through mail, email, or phone.Expressing my dissatisfaction to Insubuy only resulted in an acknowledgment of my unfortunate situation with no further recourse.To sum it up, I paid for a service that was supposed to safeguard my health, only to face hurdles when I needed it the most. IMG's failure to communicate crucial information and its subsequent refusal to honor its obligations has left me with outstanding medical bills and a feeling of betrayal. This experience has been not only a financial burden but also a source of stress and disappointment in a time of vulnerability.

Date of experience: Dec 08, 2023