IMG®: most-reported complaints
Automated analysis of 1,258 public Trustpilot reviews published 2026-06-05 to 2026-09-23. TrustScore 4.6 from 24,923 total reviews — see the Trustpilot page. Quick answer: is IMG® legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with unhelpful support, which accounts for 27% of the 172 complaints identified in the analysis. Warranty disputes are the second most common concern, cited in 26% of complaints, while account and app problems also appear in 26% of reports. Additionally, 21% of reviewers mention that support is unreachable. The data indicates a rising trend for account problems and unreachable support, while complaints about unhelpful support and warranty disputes remain flat.
How to reach IMG®
These are the contact details IMG® publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 1-317-655-4500, email [email protected], address 9200 Keystone Crossing, Indianapolis, 46240, US.
The company claimed its Trustpilot profile on 2017-11-13, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-18. Trustpilot ranks it 22 of 67 in Insurance Company. We last checked this profile on 2026-09-23 and found 79 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 0.0★ App Store (0)
TrustScore over time
4.6 → 4.6 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (54%, 4.2d) · 2026-08-24 (57%, 4.5d) · 2026-08-27 (56%, 4.5d) · 2026-09-01 (55%, 4.3d) · 2026-09-04 (56%, 4.3d) · 2026-09-07 (56%, 4.3d) · 2026-09-11 (56%, 4.2d) · 2026-09-14 (56%, 4.2d) · 2026-09-17 (57%, 4.2d) · 2026-09-20 (57%, 4.2d) · 2026-09-23 (57%, 4.2d).
Severity: 37% of this company’s 172 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In March 2026, 56% of 68 one-to-three-star reviews were 1★; in September 2026, 50% of 30.
Counted from March 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (625 reviews record both dates).
Measured reply time: across 155 negative reviews that received a public reply, the median wait was 2.2 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 155 company replies to negative reviews analysed, 48% engaged with the specific problem and 36% were generic templates.
Review provenance: 1111 company-invited reviews in the recent window average 4.77★, while 24 organic (uninvited) reviews average 1.33★.
56% of its 937 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 27% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 7,767 of this company’s 24,923 Trustpilot reviews (31%) were written in the last 12 months.
What are the most common complaints about IMG®?
Support unhelpful
46 reports · 27% of complaintssteady“They actually declined our claim initially, then when we contested it and provided yet another drs note, it was eventually approved ALMOST A YEAR LATER!!!!”
4 readers marked this review helpful on Trustpilot.
“I have been waiting 53 days for my claim to get resolved. I have called and emailed countless times”
The company replied on 2026-07-31: “Hi Jen - We apologize for the delay you have experienced. We have messaged you privately to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“Seven months later, we received a late payment letter from one of the services”
The company replied on 2026-08-21: “We apologize for the delay you have experienced. We have messaged you privately to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Warranty disputes
45 reports · 26% of complaintssteady“They actually declined our claim initially, then when we contested it and provided yet another drs note, it was eventually approved ALMOST A YEAR LATER!!!!”
4 readers marked this review helpful on Trustpilot.
“this company do not pay claims, use every loop hole to decline the claim ..”
4 readers marked this review helpful on Trustpilot.
“Seven months later, we received a late payment letter from one of the services”
The company replied on 2026-08-21: “We apologize for the delay you have experienced. We have messaged you privately to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Account/app problems
44 reports · 26% of complaintsrising since 2026-09“their website portal is buggy and their communication is terrible.”
1 reader marked this review helpful on Trustpilot.
“The website kept resetting to the first page.”
1 reader marked this review helpful on Trustpilot.
“I entered both so many times I really have no idea which worked.”
Support unreachable
36 reports · 21% of complaintsrising since 2026-09“AWFUL EXPERIENCE TRYING TO CLAIM - AVOID!!!”
The company replied on 2026-07-31: “Hi Mel - We apologize for the unfortunate circumstances you've experienced. We have messaged you privately via Trustpilot to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They are so difficult to get in contact with, never follow up on anything”
The company replied on 2026-06-12: “Hi Rachel - We have messaged you privately here on Trustpilot to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Had to chase again and again to get payment for something, noone replied to eails that were sent, two weeks later finally got through”
2 readers marked this review helpful on Trustpilot.
Other
21 reports · 12% of complaintssteady“avoidable delays that left my dad stranded abroad”
The company replied on 2026-08-03: “Hi Louise - We apologize for the unfortunate circumstances you've experienced. We have received your email and escalated your case with our Quality Assurance team who will be reaching out to assist…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“AWFUL EXPERIENCE TRYING TO CLAIM - AVOID!!!”
The company replied on 2026-07-31: “Hi Mel - We apologize for the unfortunate circumstances you've experienced. We have messaged you privately via Trustpilot to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Had to chase again and again to get payment for something, noone replied to eails that were sent, two weeks later finally got through”
2 readers marked this review helpful on Trustpilot.
Refunds delayed
14 reports · 8% of complaintssteady“Nearly 2 months on and still awaiting just £900 to be recovered from them”
The company replied on 2026-08-21: “Hi Stephen - We have messaged you privately via Trustpilot to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“This is now 4 weeks. I then received an email indicating I will receive the full amount apart from 16.6%”
The company replied on 2026-08-21: “Hello, we apologize for the frustration you are experiencing. Please reach out to us directly at [email protected] and we can connect you with someone from our team to assist you. Thank…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“to date, I haven't received the corresponding refund, even though I've sent at least seven emails.”
The company replied on 2026-07-31: “Hello - We apologize for the delay you have experienced. We have messaged you privately via Trustpilot to get more information and further discuss your situation. Thank you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Compare IMG® with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.