For members covered by an individual IMG insurance plan through GuardMe.
When you need care
The right next step depends on whether you need emergency, planned, or non-emergency care.
Seek appropriate emergency care immediately. Do not delay necessary emergency treatment while trying to contact IMG or obtain precertification.
For emergency assistance, call the telephone number shown on your current IMG insurance ID card.
Non-emergency care
Use the applicable provider-search tool to find care. Bring or have access to your IMG insurance ID card when you receive treatment.
Planned care
Before planned hospital care, surgery, or other significant treatment, check your current insurance documents and contact IMG to determine whether precertification is required.
Precertification does not guarantee that a service is covered.
Find care
Use the provider-search resource for the country where you need care.
The four IMG individual insurance plans offered through GuardMe use the UnitedHealthcare provider network in the United States.
Use the search tool to find participating doctors, hospitals, urgent care centers, and other healthcare providers.
Find a Provider in the United States ↗Provider-directory information is updated regularly, but participation can change.
Use IMG International Provider Access to search for physicians and medical facilities outside the United States.
Some listings may indicate that direct billing is available. Direct billing does not guarantee that treatment is covered.
Find Care Outside the United States ↗Contact IMG Customer Care if you cannot find an appropriate provider or need help using the provider-search resources.
Using your coverage
Access and download your current IMG insurance ID card through MyIMG.
Your IMG insurance ID card contains information healthcare providers may need, including IMG contact and claims information.
Keep an accessible digital or printed copy and present it whenever you receive medical care.
Log in to your MyIMG account—or create an account if needed—to download or print your current insurance ID card.
Go to MyIMG ↗Submitting and tracking claims
Use MyIMG to submit a claim, see whether a claim appears in your account, provide requested information, and review an Explanation of Benefits.
See whether the claim appears in your account, review its status and claim information, and submit additional documents requested by IMG. Respond promptly when IMG requests information, since IMG may be unable to finish processing the claim until it receives the required documentation.
When available, your Explanation of Benefits explains how IMG processed the claim and whether additional information is needed. Claims are processed according to your coverage and current insurance documents.
Medical bills
Receiving a bill does not always mean the related claim has already been submitted or fully processed.
See whether the claim connected to the medical bill appears in your account.
Call the telephone number on the medical bill. Confirm that the provider has your insurance information, give them the USA claims address shown on your current IMG insurance ID card, and ask them to submit the claim to IMG.
Review or download the EOB to see how IMG processed the claim. Submit requested information through MyIMG if IMG needs more before it can finish processing.
Contact IMG Customer Care if you cannot tell whether the claim appears, do not understand the EOB, or have questions about how the bill relates to the claim.
Medical bill
Sent by a doctor, hospital, or other healthcare provider.
Explanation of Benefits
An EOB is a statement from IMG explaining how a claim was processed and whether more information is needed.
Your secure member portal
MyIMG is your central online account for managing your IMG insurance information and member-service needs.
Not every service or option is included with every plan. Your current insurance documents and MyIMG account contain the information that applies to your coverage.
The right contact
Choose the appropriate contact based on the type of assistance you need.
Account, coverage, providers, and claims
Contact IMG for assistance that requires access to your coverage, account, or claim information, including:
For emergency assistance, call the telephone number on your current IMG insurance ID card.
GuardMe questions and general navigation
GuardMe can assist with GuardMe-specific questions, purchase-related questions, and general navigation when you are unsure which resource to use.
GuardMe does not have access to IMG claims or MyIMG records. Claims, coverage decisions, precertification, medical-necessity determinations, and account-specific IMG questions must be handled by IMG.
