Janus International | Claims Information

MyIMG Claims Account

Through your MyIMG account, you can submit your claims, track the status, access your Explanation of Benefits, and more! We strongly recommend that you register for your MyIMG account as soon as your coverage starts.

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How Claims Are Processed

Learn more about the steps to take after seeking treatment below.

When you’ve registered for your MyIMG account, you will receive a notification via email once your claims have been processed. If any additional information is needed from you, you will be able to submit this right online through MyIMG.

Claims Help and Assistance

If you need any help with the claims process, you can contact IMG directly for assistance:

Frequently Asked Questions

Learn more about filing a claim below.

• Do I need to file a claim after every visit?

  You will only need to file a claim if you paid for your visit or any prescription medication out of pocket. You will be able to submit your claim, along with any itemized receipts, bills, medical notes, etc. right online through MyIMG.

  If you were not required to pay for your visit upfront, the doctor's office or hospital should submit the claim directly for processing. Once your claim has been processed, or if any additional information, like a Claim Form, Accident Questionnaire, or medical records, are requested, you’ll receive an email letting you know to log in to your MyIMG account so you can check on the status. Please note: You will only receive an email notification if you’ve already registered for your MyIMG account. We recommend registering for your MyIMG account as soon as possible!

• How do I file a claim?

  You can submit your claim right online through your MyIMG account.

• Can I submit my claim via paper form?

  While we strongly suggest submitting your claim online through your MyIMG account, you can also complete a paper claims form and submit this to IMG via email at CustomerCare@imglobal.com.

  You can access the paper claim forms below.

  Standard Claim Form English Portuguese Spanish	Accident Questionnaire (This is only needed if your visit was due to an accident) English Portuguese Spanish
  Trip Cancellation / Curtailment Claim Form (For claims related to Trip Cancellation/Curtailment, Travel Delay, Missed Departure, Journey Disruption, or Lost/Stolen/Delayed Baggage) English	Other Forms Subrogation Agreement Alternate Payee Form

• How can I check on the status of my claim?

  You can check on the status of your claims through your online MyIMG account, or by contacting IMG directly with any questions you may have.

  • MyIMG
  • USA Toll Free: (855) 731-9445
  • USA Direct: +1 (317) 927-6806
  • Email: CustomerCare@imglobal.com

• I visited an in-network provider in the United States. Is there anything else I need to do after my visit?

  If you haven’t already, you will want to make sure to register for your MyIMG account. Once the doctor/hospital submits the claim to the insurance company for processing, it will appear in your MyIMG account. If any additional information, like a complete claim form, accident questionnaire, or medical records are requested, you will receive a notification via email letting you know to log in to your MyIMG account to check on the status of your claim. You will then be able to complete and submit the requested information through your account.

• What is an Explanation of Benefits (EOB)?

  When a claim is processed, you will be sent an Explanation of Benefits (also called an EOB), which will also be accessible through your MyIMG account. This will explain how your claim has been processed or if any additional information has been requested that you will need to submit. The following PDF document will help you read your EOB and understand how the claim has been processed.

  Understanding your IMG EOB

• I received a bill, what should I do next?

  If you receive a medical bill, you should log in to your MyIMG account to make sure the claim associated with the bill is on file.

  • If you do not see this claim through your MyIMG account, we would recommend contacting the phone number on the bill you received to make sure the doctor/hospital has your insurance information on file. You can provide them with the USA claims address listed on your ID card and ask that they submit the claim to the insurance company for processing.
  • If the claim is on file, you can download the Explanation of Benefits through your MyIMG account to show how it was processed. If any additional information is needed to get the claim finalized, you can submit this through MyIMG.
  • If you aren’t sure if the claim is on file or how it’s been processed, you can contact IMG directly for further assistance.