ComplaintsforThe Loomis Company

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a short term healthcare plan through The Loomis Company. It was to extend for six months and then automatically cancel. Apparently, there was some kind of separate additional prescription plan that was part of the original payment that carried on separately after the expiration in September 2022. There was an additional amount deducted monthly after what I thought was the expiration date. Since I was traveling for six months, I was not aware fully of this until I returned and reached out to see why they continued to bill me approximately $85 a month. I also asked that it be canceled. They refused to cancel it back to the date that the short term insurance canceled and only gave me a refund for the month I had prepaid. When I reached out to Loomis directly, they refused to adjust the cancellation date. Going online and checking out customer reviews, I realize this is a consistent negative occurance for this company. I would normally have checked them more thoroughly, but was directed to this company when I contacted **** . **** transferred me to a Loomis Rep when I explained I needed short term health coverage. My experience with **** has been excellent so I interpreted this hand off as an endorsement of The Loomis Company. I would like a full refund for the month beginning September 2022 up until April 2023.

  Business response

  05/11/2023

  Dear ******* *****,
  We are in receipt of the complaint filed by the Consumer with your office. We have responded to the Consumer directly as we legally cannot provide any related documentation or information to your office as we do not have a HIPAA authorization on file. Under federal law, we are prohibited from releasing this requested personal information without a signed 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, please contact us again.
  Sincerely,
  The Loomis Company

  Customer response

  05/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  i was unable to view the Loomis companies response as I had difficulty with their attachment.
  
  Regards,
  
  *****************************
  

  Business response

  05/11/2023

  We are in receipt of the complaint filed by the Consumer with your office. We have responded to the Consumer directly as we legally cannot provide any related documentation or information to your office as we do not have a HIPAA authorization on file. Under federal law, we are prohibited from releasing this requested personal information without a signed 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, please contact us again.
  Sincerely,
  The Loomis Company

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I previously had a policy that I canceled September 2020. I did not renew this policy nor did I sign any agreement for reinstatement of this policy but started being charged again almost 2 years later in April 2022. I contacted the company December 2022 to cancel the policy and issue a full refund of $388.62 that I was wrongly charged but was only given a 1 month refund of $43.18. When trying to contact customer service I was told my account was not found. I was wrongly charged for a policy I never requested or approved and was thus unaware existed and should be refunded the full amount.

  Business response

  06/09/2023

  Dear ******* *****, 
  

  We are in receipt of the complaint filed by the Consumer with your office. We have responded to  the Consumer directly as we legally cannot provide any related documentation or information to  your office as we do not have a HIPAA authorization on file. Under federal law, we are  prohibited from releasing this requested personal information without a signed 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, please  contact us again. 
  

  Sincerely, 
  The Loomis Company
  
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called to Loomis billing department to update billing information and make an early payment with the specific intent withdraw permission to monthly auto bill my **** checking account and provide a credit card for payment. The Loomis customer service representative billed wrong payment method, never billed the updated payment method then canceled my dental plan without my verbal or written request. I never cancelled my dental plan verbally, telephonically or in writing. Request $81.79 billing adjustment for dental plan cancelled by Loomis.

  Business response

  05/08/2023

  Dear ******* *****,  
  

  We are in receipt of the complaint filed by the Consumer with your office dated 03/23/23. We  have responded and resolved the issue directly with Consumer as of 04/12/23. We legally cannot  provide any related documentation or information to your office as we do not have a HIPAA  authorization on file. Under federal law, we are prohibited from releasing this requested personal  information without a signed 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, please  contact us again.  
  

  Sincerely, 
  The Loomis Company 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This Dental insurance informed me that my dentist will accept this insurance, so then I purchased the insurance to be informed that they do NOT accept them. I informed them through their website and demanded they cancel my membership and give me my refund for misleading me to believe their insurance will cover my dentist.Even after my demand, they continue to take money from me. They are NOT a good company.

  Business response

  06/01/2023

  Dear ******* *****, 

  We are in receipt of the complaint filed by the Consumer with your office. We have responded to  the Consumer directly as we legally cannot provide any related documentation or information to  your office as we do not have a HIPAA authorization on file. Under federal law, we are  prohibited from releasing this requested personal information without a signed 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, please  contact us again. 
  

  Sincerely, 
  The Loomis Company

  Customer response

  06/01/2023

  [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

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  HORRIBLE policy terms, conditions, and customer support. I had their EMERGENCY medical insurance coverage. I had a legitimate medical emergency involving an ambulance ride, emergency room triage, plus a two-day hospitalization. They denied all of my claims because they said having a seizure and near-death experience didn't qualify as an accident or emergency. WHAT?!?!?! I nearly died when I was camping/hiking in the mountains by an accident and extreme dehydration. How doesn't that qualify as an emergency? I want a refund for the past year of payment for my policy. They had no intention of providing any emergency coverage.

  Business response

  05/08/2023

  Dear ******* *****, 
  

  We are in receipt of the complaint filed by the Consumer with your office dated March 7, 2023. We have responded to the Consumer directly as we legally cannot provide any related  documentation or information to your office as we do not have a HIPAA authorization on file.  Under federal law, we are prohibited from releasing this requested personal information without  a signed 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, please  contact us again. 
  

  Sincerely, 
  The Loomis Company
  

  
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company is failed repeatedly to process my medical claims and apply the deductible to my account. After involving our head of HR they have supposedly "found" the issue with the system and are "diligently" working on resolving it. A month later there has still be no resolution and they still show my out of pocket paid as $0. This company appears to be completely unable to process simple claims - which is supposed to be their area of expertise. Not only that, but when my provider reached out to them they were given inaccurate information. When I reached out I was also given wrong info and when I argued with them they finally looked at my plan and realized they were not giving correct info. Why would they not look at my plan before answering questions from the provider or from me? Again, isn't this their area of expertise? This company is extremely inept.

  Business response

  04/24/2023

  April 21, 2023

  To Whom It May Concern:
  
  The ***** ******** ********** health care plan is an ERISA self-funded group health plan and therefore does not have an NAIC number.  This plan is a non-grandfathered Self-Funded Medical, Prescription, Dental and Vision plan.  The Loomis Company is a third party administrator contracted to adjudicate claims in accordance with the terms of the Plan.  
  
  PLAN NAME & ADMINISTRATOR:
  ***** ******** ********** Health Care Plan
  EMPLOYER (PLAN SPONSOR) & PLAN ADMINISTRATOR:
  ***** ******** **********
  **** ****** ***
  Everett WA *****
  
  The Loomis Company received an email from the member on 08/11/2022 with copies of claims to be entered and processed so the amounts would accumulate to their deductible.
  Claim was entered as of 08/17/2022 and processed on 08/29/2022 with the charges applying to the member’s deductible. Member emailed on 09/12/2022 asking for an update of these charges. Member was advised claim had processed. Member emailed back advising she was looking for a different claim. Member was advised it would be expedited for her.
  
  There was an issue with the member’s deductible, however there are several steps needed in order to resolve the member’s issues. The issue with the deductible was resolved as of 10/05/2022.
  Thank you, 
  
  ********* ******
  Claims/Customer Service Supervisor 

  Customer response

  04/24/2023

  [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

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 30, 2020 I went to ******. Urgent Care in Dacula, Ga. with lower right abdominal pain. After speaking with and being examined by the Dr. I was advised to go straight to the emergency room to be checked for potential appendicitis. I spent less than 4 hours in the ER at ****************** ****** in Braselton, Ga. where a scan determined that fortunately I was not suffering from appendicitis. Loomis refused to pay ANY of my ER expenses and claim that I made an unnecessary trip to the ER. I am now left holding the bag for 8,700$ to hospital - discounted down from 10,700$ - I have a 500$ bill from imaging and have already paid 2000$ to ER physician along with my 500$ deductible. I guess I am wondering why Loomis gets to skate on all of this and I am left trying to hammer out all of these issues with these providers. How, without that scan and the ER trip, was I to know that I was not suffering from a potentially serious medical issue. Loomis needs to pay their share of this.

  Business response

  10/06/2021

  Dear ******* *****, 

  We are in receipt of correspondence received from your office dated August 29, 2021. Please be advised we do not have a HIPAA authorization on file authorizing a detailed response to the Better Business Bureau to discuss this inquiry however, we are working directly with **** ******* to resolve this issue. 
  

  If you have any further questions regarding our review of this inquiry, please do not hesitate to contact us at the above address. 
  

  Sincerely, 
  The Loomis Company 

• Initial Complaint

  05/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In short The Loomis company has made several comments by email below that the doctors has fax over health infomation that doesn't belong to me but another patient medical information. The Loomis Co., also make statments the doctors are not responding to other inquiries from thier office that is hindering me from collecting my payment from the Loomis company from a short term disability cafateria plan . In addition they claim **** doctors to ignore phone contact when initiated by The Loomis Co. I would appreciate that hospital and the loosims company exchange the need information need to make the payment possible . I could use the funds to get much needed extra physical therapy from a gym . This gym membership can help in my physical recovery from my surgery . I am also filing a complaint with The Better Business Bureau.

  Business response

  06/17/2021

  June 14, 2001
  
  Better Business Bureau
  
  Case Number: ********
  Consumer Name: **** ********
  Group Number: ******
  
  Dear Customer Relations Advocate,
  
  We are in receipt of correspondence received from your office. Please be advised we do not have a HIPAA authorization on file authorizing a detailed response to the Better Business Bureau to discuss this inquiry however, we can provide the following information.
  
  First, we would like to thank you for bringing this item of concern to our attention.  
  
  We have reviewed the information submitted and will provide a detailed explanation to the Consumer. This response will address the concerns noted in the correspondence.
  
  If you have any further questions regarding our review of this inquiry, please do not hesitate to contact us at the above address.
  
  Sincerely,
  
  Aida C*******
  Issue Response Specialist
  The Loomis Company
  850 N. Park Road
  P.O. Box 7011
  Wyomissing, PA  19610-6011
  Fax: ************
  www.Loomisco.com

  Business response

  09/21/2021

  Attached is a copy of ******* Insurance Company, Inc.’s letter dated September 13, 2021, in response to your email dated August 29, 2021. Also attached is a copy of the Texas Department of Insurance’s letter dated June 29, 2021, which is referenced in our response.
  
  
   
  
  
   
  
  
  Best regards,
  
  
   
  
  
  Lydia Allen-Berry
  
  
  Senior Regulatory Counsel & U.S. Privacy Officer
  
  
  BEAZLEY GROUP

  Customer response

  09/22/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the Texas department of insurance is not a excellent quality as a fact finder. The TDI did not submit a copy of their reason to close this case to me .  They sent me an junk file in the complaint portal. I do not know for sure or if this letter this is  in the BBB portal was actually written by the Texas department of insurance 100 percent; this could be a fake as far as I am concerned. I requested a copy sent to my email in a PDF file from the TDI ; and they did not send me further information and it shows in TDI correspondence portal. The TDI ins is telling a half truth if not a lie and  is evidence that they are not performing to the victim but to the ins department.  The Loomis company did receive a second effort  that was receive  form Dr. ******* in August because I have the fax transmittal to prove it, The Loomis company  requested  to file a new claim which is absolutely ridiculous . The Loomis company reason is that the claim was closed in February which they submitted to  the BBB in a previous statement;  they them selves(Loomis) sent the correct form to my doctor stones to fill out that they the Loomis company  withheld in efforts to delay/stop payment. I have sought legal advice and to  further the complicate this situation Loomis company is not  licensed to sell  insurance in the state of California. I pick up civil filing papers  for the superior court of California in the county of San Francisco. for breach of contract.   
  
  Regards,
  
  **** ********
  

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