IMG claims: how to file, deadlines and appeals
IMG administers the Patriot, Visitors Care and student plans. Here is how its medical claims work, taken from IMG’s own pages and plan documents.
Who decides your claim. IMG is the plan administrator. It handles claims on behalf of the insurer named in your certificate, under that certificate’s terms. Ombrela does not handle IMG claims; this page helps you follow IMG’s published steps.
IMG lists these among the plans handled through its medical claims process: the Patriot Travel Series (Lite, Plus, Platinum and Multi Trip), Visitors Care, Visitors Preferred, Visitors Protect, Student Journey, Patriot Exchange Program and Student Health Advantage. [1]
In short
- Before care
For care inside the United States that needs pre certification, have your provider call IMG. Outside the United States, submit an online pre certification request.
- At the provider
Show your IMG ID card. In network and direct billing providers submit the claim to IMG for you.
- File the claim
Submit through the MyIMG portal within 180 days of treatment, with itemized bills, receipts and medical records.
- If you disagree
Appeal on MyIMG or in writing within 90 days of the claim determination.
Contacts IMG publishes
In an emergency, call local emergency services first. Then use the numbers printed on your own ID card, which take priority over this list.
| For | Contact | Source |
|---|---|---|
| Pre certification inside the United States | +1 800 628 4664Listed in the Patriot America Plus sample certificate. | [3] |
| Pre certification outside the United States | +1 317 655 4500Collect if necessary, per the sample certificate. | [3] |
| Provider line for care inside the United States | +1 866 232 8677IMG asks your doctor or provider to call this number. | [1] |
| Pre certification email | precertification@imglobal.com | [3] |
| Claims fax | +1 317 655 4505Attention Claims Department. IMG accepts legible faxed documents. | [2] |
| Medical emergencies | Number on the back of your ID cardIMG says medical professionals are on call 24/7 on that number. | [2] |
Before care: networks and pre certification
- Inside the United States, IMG offers PPO networks with UnitedHealthcare and First Health. Your ID card shows which PPO network to use. [4]IMG Find a Doctor
- Outside the United States, IMG’s International Provider Access search identifies providers that offer direct billing. [4]
- For care outside the United States that needs pre certification, IMG requires an online pre certification request. For care inside the United States, IMG asks your doctor or provider to call it directly. [1]Online pre certification request
- The Patriot America Plus sample certificate lists inpatient hospitalization, outpatient surgery, interfacility ambulance transfer, radiation therapy and surgery among the treatments that need pre certification, and says eligible expenses are reduced when it is not obtained. [3]
- For an emergency hospital admission, the same certificate requires pre certification within 48 hours after admission, or as soon as reasonably possible. [3]
At the provider
- Show your IMG ID card at the time of treatment. In network providers in the United States and direct billing providers outside it submit the claim to IMG on your behalf, then send you a statement. [1]
- With an out of network provider, IMG asks you to submit a claim for each new onset of an illness or injury, and recommends a pre certification request before any treatment. [1]
Filing the claim
- IMG says the fastest way to submit a medical claim is its MyIMG online portal. In MyIMG, choose Claims, then My Claims, to submit a new claim or check status. [1][2]MyIMG login
- All claims must be filed within 180 days of treatment. The Patriot America Plus sample certificate gives 180 days from the date a claim is incurred to submit a complete proof of claim. [1][3]
- A complete proof of claim includes a signed IMG claim form for each new illness, diagnosis or injury, an authorization to release medical information when IMG asks for one, itemized bills from every provider, and receipts showing the provider’s name, address, phone, date of service, procedure codes and diagnosis codes. [3]
- For prescriptions, IMG needs more than a register receipt: your name, date of service, quantity dispensed, price, prescribing physician and pharmacy name. [1]
- Include your banking information. IMG says missing or incorrect banking details slow down resolution. [1]
- If IMG requests more information, the sample certificate gives 60 days to provide it, after which claims can be denied. [3]
- You can also mail a claim. The Patriot America Plus sample certificate lists: International Medical Group, Attn: Claims Department, PO Box 240429, Apple Valley, MN 55124, USA. IMG’s FAQ asks you to use the address on your ID card and notes that mail adds one to four weeks. [3][2]
What IMG says delays a claim
- Not sending all documents at once, an incomplete claim form, missing medical reports or itemized statements or proof of payment, documents that need translation into English, no email address, and slow replies to requests for more information. [1]
If you disagree with a decision
- For medical claims, you can appeal on MyIMG from the claim’s details page, or in writing. IMG asks you to send the appeal and supporting documents within 90 days of the original claim determination. [2]
- IMG’s FAQ lists the medical appeal address: International Medical Group, Attn: Claims Appeals, PO Box 240429, Apple Valley, MN 55124, USA. [2]
- The Patriot America Plus sample certificate gives 90 days from the date the denial notice was mailed, says an appeal must be filed before any legal action, and says IMG will respond in writing within 90 days of receiving it. [3]
- The same sample certificate states that Indiana surplus lines law governs it. Your own certificate controls, so check it before contacting a regulator. [3]
What we could not confirm
We only publish details we can source to IMG. These are left to your policy documents.
- A single downloadable claim form for Patriot plans: IMG asks members to file through MyIMG and to use downloadable forms only when IMG requests them.
IMG claims questions
How long do I have to file an IMG medical claim?
IMG says all medical claims must be filed within 180 days of treatment. Its Patriot America Plus sample certificate gives 180 days from the date a claim is incurred to submit a complete proof of claim.
Where do I submit an IMG claim?
IMG recommends its MyIMG online portal. You can also mail claims to the address on your ID card; the Patriot America Plus sample certificate lists PO Box 240429, Apple Valley, MN 55124.
Which network do IMG plans use in the United States?
IMG offers PPO networks with UnitedHealthcare and First Health inside the United States. Your ID card shows which one applies to your plan.
How do I appeal an IMG claim decision?
Appeal on MyIMG from the claim details page, or in writing to International Medical Group, Attn: Claims Appeals, PO Box 240429, Apple Valley, MN 55124, within 90 days of the original claim determination.
Sources
All official IMG pages and documents, checked October 2026. Sample certificates show standard wording; the documents issued to you control.
- IMG: Medical Claims Informationwww.imglobal.com/claims-center/medical-claims
- IMG: Insurance FAQs (claims, fax, appeals)www.imglobal.com/faq
- IMG: Patriot America Plus Certificate of Insurance (sample, PDF)www.imglobal.com/docs/library/policy-summaries/patriot-america-plus.pdf
- IMG: Find a Doctorwww.imglobal.com/find-a-doctor/
The general steps, the printable claim kit and what to do about a denial are in the main guide.