Complaints

This profile includes complaints for The Loomis Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Loomis Company

  850 N Park Rd Wyomissing, PA 19610-1307

• 

  The Loomis Company

  PO Box 7011 Wyomissing, PA 19610-6011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have dental insurance through loomisco and would like to cancel my account. Their website is defunct and will not let me login to cancel. Their phone service is defunct and I can not contact anyone after several attempts and over an hour total on hold. Since Loomisco will not respond to me, I hope that this route will get them to address the issue and cancel my account.

  Business Response

  Date: 06/16/2025

  Case No.: 23414474
  

  Dear Better Business Bureau,
  

  The Loomis Company (Loomis) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** ***** on June 6, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The ***************** reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  The Loomis Company

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have supplemental insurance through my employer from Loomis and submitted the balance of a medical bill for consideration for payment under the supplemental policy. I submitted the request on December 27, 2024 (last year!) and still have not received a decision from them. I have followed up 7 times, initially to provide additional information that they requested and which I provided 3 days after it was requested. I have been told it has been "processing" or submitted for "re-processing" for the last 5 months, then I was told it was being expedited, then when I followed up again and pointed out the lengthy waiting period and requested an estimate of when I should expect a response I was told to "please allow more time" and that they don't have an estimated time for processing to be completed. It seems unreasonable that it should take this long to process a claim, whether the answer is yes it is covered or no its not. I would like a real answer from Loomis and to not continuously be told it is "processing" for another 5 months!

  Business Response

  Date: 06/02/2025

  The member has two policies, a ***** limited indemnity policy and a GAP plan.  All dates of service get processed towards both policies, we have processed and issued a payment to the member on their ***** limited indemnity policy for applicable benefit of $200.00 check issued on May 28, 2025.  The claim was denied on GAP plan as the services were not covered per the policy guidelines.  We do apologize for the delay in having these claims processed and any inconvenience this may have caused. 

  Customer Answer

  Date: 06/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *********
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased hospital indemnity insurance through my employer. The policy states that for a hospital overnight stay it's a $1000 payment and $300 for each additional night. My first surgery that required a 4 day stay beginning April 30th 2024 to May 3rd 3024. I submitted my documents for this claim a month later. I was told it could take up to 30 days to process the claim. That claim was not paid out until almost five months later. I had to call constantly and was repeatedly told it was being processed along with a bunch of other reasons why I hadn't received my funds. I was even deceitfully told the claim had been "expedited." When the claim was paid it was a partial payment where I had to call constantly and the claim was finally paid in full months later. I had the second part of my surgery on November 1st 2024. I sent in all my supporting documents in December of 2024. To date I have not received my payment. I am getting the same responses. Each time I call the representative I speak with verbalizes how many times they see in the record that I called and they will send a message to the supervisor to expedite it. The last correspondence was a call to the corporate office. I was told that a supervisor was manually processing my claim. I called last week and the status is "processing." I am not asking for anything not owed to me. I paid all my premiums on time for this benefit. The lack of regard on behalf of Loomis is the reason I did not opt in for this benefit this year. I went with another company.

  Business Response

  Date: 05/15/2025

  Complaint ***********
  Date Filed: 5/5/2025
  
  Filed with:
  BBB
  **************************************************************************************************************
  Phone: *************
  Fax: *************
  Email: *************************************************************
  URL: ******************************************************************************************************************************************************************
  
  Consumer Information
  Name: ****** ******
  Address: NC 27504
  Daytime Phone: **************
  Evening Phone: None Provided
  Fax: None Provided
  Email: *****************************
  
  Business Information
  Business Name:
  The Loomis Company
  Address:
  ********************

  Dear *** or Madam:
  
  Thank You for allowing us the opportunity to respond on behalf of the Company.
  The Loomis Company will work with the clients Insurance company to respond directly to their insured within ten business days of receipt of this complaint.
  
  Thank you
  
  ****** ******
  The Loomis Company

   

  Business Response

  Date: 05/16/2025

  Good Morning

  Please see the attached BBB response letter along with the plan document, EOB's, claims timeline and payment confirmation in support of this outcome letter.  

  Please let us know if any additional information is needed in relation to this complaint.

  Thank You,

  The Loomis Company

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Diagnosed with cancer May of 2024. I had 18 hospital stays, multiple rounds of chemo and numerous CAT scans and other tests done from May to November. I reached out to Loomis in September, and they informed me that I needed to fill out a critical illness form. I had my doctor complete the form and my doctor faxed it and I also mailed them a hard copy November 28th. They received it on December 5th. After a month, they informed me that additional information was needed from the doctor. My doctor sent the revised paperwork back to Loomis via fax on January 14th, 2025. I call Loomis and was informed they received the paperwork on January 16th. I have called over 20+ times since December 5th, each call had me on hold a minimum of 45 minutes, up to 2 hours. Each call I was told that the review was in process. Since they have received everything they claim to have needed on January 16th,( paperwork is attached in file below)I have called numerous times since that date and they repeatedly claim that the situation is in process. It's now February 20th, and they still have not reviewed the document. They have told me that they will not communicate with me regarding my claim. If its approved, the result will be posted on My Chart at ************* which has not happened yet. If my claim is denied, there will not be any communication to that effect, which I think I extremely poor customer service. In the 40 months since I signed with Loomis in 2021, I have paid over $2800 in premiums, and have not received one cent in benefits. I continue to pay Loomis monthly $71. I think Loomis has taken advantage of the fact that I continue to pay them waiting resolution of my claim and their delays only benefits them financially and to my detriment. I would appreciate any efforts you can extend to expedite resolution of this matter. contact me if you need additional information. Please communicate with me on any interactions or responses from Loomis. Thank you for your assistance.

  Business Response

  Date: 03/19/2025

  Case No.: 22903263
  

  Dear Better Business Bureau,
  

  The Loomis Company (Loomis) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** ******* on March 4, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  The Loomis Company

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My date of service was July 2024. It was finally approved, on October 29, 2024, with the status "Paid Not Issued". I have continued to follow up every few weeks in the Loomis messages, but they refuse to give me an actual answer on when the bill will be paid. 50 days ago on 1/5/25 I was told "Hello, Your claim is in the final stages of processing, I have asked for this to be expedited for you. Please allow 7-10 business days for the expedite.". Of course no payment has been sent. They have not upheld the policy obligations. My policy states between 45 days and 21 calendar days since the claim has been satisfied for a claim to be paid. I would like for Loomis to issue $1,233.00 that is being demanded for me to pay by my doctors office.

  Business Response

  Date: 03/13/2025

  BBB serving ************* ** and ********************
  ********************
  *********, *******; 18018-5789                                                                                       Member Name:   Cierra Yactayo        
                                                                                                                                                    Member Number: ****** *******
                                                                                                                                                                   Group Number: ALL0012
  
  NAIC Code: 16535
  Underwriting Company name: ****** American Insurance Company
  DOI complaint file number (where provided): 22981797
  Zurich complaint file number: 25-0186
  ****** Claim Number: TBD / TPA *********R  DOS 07/12/2024
  
  POLICYHOLDER:      Set **************
     *******************
     Oneonta, AL *****
        COVERED SUBSIDIARIES OR AFFILIATED COMPANIES: None
        POLICY NUMBER: GMA9977575 00
        CERTIFICATE NUMBER: GMA9977575 00
        CERTIFICATE EFFECTIVE DATE: As stated on the Insured Persons ID Card
        POLICY PERIOD: July 1, 2023 to July ******
        STATE OF DELIVERY: *******
        BENEFIT PERIOD: Calendar Year
        POLICY DEDUCTIBLE: Does Not Apply                                                                           
  
  To ************************************************* plan is a group supplemental medical expense policy. This limited benefit plan is not a substitute for a Health Benefit Plan or intended to cover all medical expenses. The Loomis Company is a third-party administrator contracted to adjudicate claims in accordance with the terms of the Plan
  
  Benefits are limited to the difference between the amount paid by the Covered Persons Health Benefit Plan and the actual Covered Expenses incurred, including any out-of-pocket expenses such as Health Benefit Plan Deductibles and Health Benefit Plan Coinsurance less the Policy Deductible and Supplemental Medical Coinsurance.
  
  The referenced claim,*********R was processed upon receipt of the primary explanation of benefits received on 09/25/2024, The claim was processed on 10/29/2024 with  the provider payment of $1233.00 issued on 02/26/2025.  The **** load request was confirmed on 02/27/2025 and the check was mailed by **** on 02/28/2025 to the provider.  The payment was paid at 100%after applying the primary coordination of benefits with no additional benefits or payment due for this date of service.
  
  Please let us know if additional information is needed to resolve this complaint.
  
  Thank you,
  

  Customer Answer

  Date: 03/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid for individual dental and vision through Independence American Insurance since 2022. Billing and claims processing is done through The Loomis Company. I have two outstanding claims that I cannot get this company to process. A routine dental cleaning, bitewing x-rays and examination was performed on October 24, 2024 for $294.00. This claim shows outstanding and has not been paid. The second claim was for an office visit and biopsy from a periodontist. This visit occurred on November 7, 2024 for $641.00. This practice will file insurance but demands a patient to pay for at this time of service. This claim shows outstanding and has not been paid.I have tried multiple times to reach this company unsuccessfully. Phone calls are not answered. You can leave messages on their web portal and they may respond in a day or two.On January 7, 2025 I left a message asking why the two claims above have not been processed in a timely manner. The response is as follows:Good afternoon, We are sending these claims back to be completed, please allow more time to be completed. Thank you and have a great day!This is unacceptable. Please assist me.Thank you.

  Business Response

  Date: 02/19/2025

  Case No.: 22921490
  

  Dear Better Business Bureau,
  

  The Loomis Company (Loomis) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by **** **** on February 12, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to Mr. **** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  The Loomis Company

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in 2021 I purchased a supplemental dental plan which I never used. In Sept. of 2023 I called my plan ************** ***** and cancelled my policy as it was $97 a month. Since then I have been getting a debit out of my bank account. It turns out the mother company id the ******************** *** The charge is coming from ****, Independent American Insurance *** To actually reach a human at Loomis customer service is at a minimum 45 minute wait. I have painfully done this 3 times in the last couple of days. They said the only way to cancel is via a very specific e-mail process. I told them that I already cancelled this in 2023 and they had no record of it. I discovered on my policy via my online account (which I did not know about) it says, "Termination Date" 09/30/2023. I want my money back.

  Business Response

  Date: 02/20/2025

  Case No.:            22903263
  
  Dear Better Business Bureau,
  

  The Loomis Company (Loomis) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** **** on February 6, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** **** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law. 
  

  If anything further is required, we are happy to assist. 
  

  The Loomis Company

  Customer Answer

  Date: 02/20/2025

  I received a call from Loomis Company this morning.  She indicated that they were going to send me some money, the amount was unknown with the caveat that if after 25 days they don't agree with my complaint, that I would be expected to send all the money back to them.  What the heck is that?  I have never heard that one.  They wanted to know if I wanted a paper check or other means of deposit.  I asked for a paper check. She was not allowed to discuss the situation and it's facts. They did not even have my correct address which I moved from 2 years ago.  Just goes to show how good their customer service database is. 

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I incurred hospital expenses on 9/30/24 that I submitted a claim for to the Loomis Company for reimbursement on 11/14/2024. I still havent received any information regarding this claim. I am always told it is in the process of being reviewed and give it more time. They told me it had been expedited and still nothing. I have paid for this supplemental hospital indemnity insurance plan for years and never filed a claim. They continue to charge my credit card monthly premiums and I havent received any reimbursement for my claim. After reviewing this company online, it appears this is standard practice for this company. I call and cant reach a person so the only recourse I have is to leave a message through the online portal. What resolution do I have to get the benefits from this policy I have paid for?? It is very frustrating!

  Customer Answer

  Date: 02/13/2025

  Someone contacted me one time, they said they would escalate my claim. The matter is still not resolved. I cant get anyone to answer their phone. I do not recommend this company to anyone.

  Business Response

  Date: 02/19/2025

  See Attachmemt

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Hospital visit: 9/21/2024 Loomis recently purchased ************************** Exchange, with who we have had a policy since December 2012. I sustained an injury that required me to go to the emergency room on September 21, 2013. When I informed **** of this incident, they sold the company to Loomis. We have been stonewalled by Loomis with every excuse possible, and the bill has not been paid to date. We have had several conversations with numerous staff members who assure us they are looking into the matter and will get back to us within 24 hours. It has now been over three (3) months, and they keep telling us they have no record of our account. Our next step is to contact the Attorney General in ** and file a complaint with them. Any help would be greatly appreciated.

  Business Response

  Date: 01/09/2025

  To whom it may concern:

  Thank you for your inquiry on behalf of our Insured. I am acknowledging receipt of the communication.  Please note that due to the privacy of our Insured, we will investigate this matter and respond directly to the Insured.

  If you should have any questions in the meantime, you may reach me at ********************************************.

  Sincerely,

  ***** **********

  Manager, Consumer Affairs

  The ****** **** Companies

  Business ************

  Toll-free ************

  ******************************************** 

• Initial Complaint

  Date:01/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased insurance through this company. When I filed a claim they only paid partial settlement with no explanation of why. I was told to resubmit the hospital billing which I did and I have heard nothing from them. Second claim was submitted 10/25/24. Received confirmation of receipt email same day. They say it takes ***** days to process a claim. On December 31 I was told it is still being processed. The premiums must be paid on time but there is no accountability when it comes to paying settlements, just delay tactics.

  Business Response

  Date: 01/09/2025

  .