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Business Profile

Auto Insurance

LOOP

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Had loop insurance for a year or more and they made several mistakes on my policy and told my lienholder I didn't have any insurance since December 2024 than they put the wrong lien holder on my policy and for months did not correct. see below ***** F (LOOP)To: me Mon, Mar 24 at 1:24 PM Message Body Hi *****,Your inquiry (#******) has an update. Please take a moment to look it over and let us know if you have any questions.***** F (LOOP)Mar 24, 2025, 1:24PM CDT Hi *****, Thank you for your response. I apologize for the misprint of your declarations. We didn't notice this error until it was brought to our attention on March 15th. I spoke with a representative, **** from ***, advising it was our error. He advised me to re-send the information and it will be processed in 2-5 days. The new declarations sent to *** is attached. ***** F Team LOOP ******** Team is available Mon-Fri 9am to 5pm CST Closed over the weekend We normally respond within 1 business day, thank you for your patience ***** ****** **** Mar 24, 2025, 12:08PM CDT Show trimmed content 1 attachment Download Texas Personal Declarations ******************** 2025-03-24T141004.939 (2).pdf pdf 61.9kB ***** **** To: ************************************************** Mon, Mar 24 at 4:11 PM Message Body oh, now you want to talk to someone from *** this is an awful company.

  • Initial Complaint

    Date:03/10/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 been trying to file a claim so that I can have my vehicle repaired and have not even assisted at all. I can't get a hold of a representative over the phone and there website doesn't work for filing claims.

  • Initial Complaint

    Date:09/19/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 been unable to contact anyone from LOOP. I had my car covered under their liability and uninsured motorist policy. The woman who hit my car was uninsured, the police and the representative stated so on a recorded line when I filed the original claim in October 2023. I have attempted to contact them, as has the body shop that has had my car for months, as well as other adjusters on my behalf. They do not have a direct number to speak with anyone or a chat service. You can only submit an inquiry online and wait for a call. They told me I needed a denial letter from the other womans insurance, I got it, submitted it, and have heard nothing. This has been going on for a year now. This is not how insurance is supposed to work. Im a single mother without a car and Im being punished for someone else committing a hit and run and totaling my car.

    Business Response

    Date: 09/30/2024

    This claim was resolved, and paid within 6 days of opening the claim.

    The attached is a screen grab of the guidance shared with members to set expectations about turn-around times when they file a claim. The text is also copied here:
    "Thank you, Carey, for your answers to these questions. We will assign your claim to an adjuster here at LOOP. As a reminder, please note that it can take a 5-7 business days for your claim to be received and assigned to an adjuster, at which time they should be reaching out to you. Your adjuster will be your primary contact for any questions or information regarding your claim. Please also be aware that every claim is different and the time it takes to resolve your claim will vary on a case by case basis. We look forward to assisting you."

  • Initial Complaint

    Date:06/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 two issues with Loop. First is a wreck from April 3rd. They sent a check to the lien holder but will not reply to emails or calls from us, bank or gap coverage company so this loan can be paid off. Even worse my son was hit when a woman ran a red light. **** said it was his fault but **** did manage to call and tell me they found proof it was the other driver at fault. Car is in my mothers name. This was 04/20/2024. After being given the run around we finally got a check last week. However the bank called to let us know the check is fraudulent. So I did some googling. The ceo who supposedly signed this check used a Loop printed check on their personal account. So their bank said it was fraudulent. I find this CEO on LinkedIn. She has posted they have been trying to raise capital, alarming, and their whale pulled out and thats why today they had to lay off a lot of people. Had to file a police report. Emailed the company, texted the people I had numbers for, left messages on LinkedIn. No responses. We do not need this stress. This coming is wrecking peoples lives. I have proof If every last bit of this I am attaching. They owe $9251 and should have to pay something for the mental Anguish and distress they are causing people.

  • Initial Complaint

    Date:05/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On June 10th my car will be in the shop for the last year. I have called & emailed your company dozens of times with no reply. Originally ************ was handling my claim & they were great. Now that you are handling claims in house I havent been able to get through to anyone at your company in the claims **** after leaving countless messages. When your company did allow customers to talk to humans about 3 months ago I was able to choose a different option rather than claims & was able to talk to a lady there 2 days in a row. Problem is that she told me that she couldnt give me my new adjuster's name or contact info. She told me she would send him a text with my contact ******** have yet to hear from him 3 months later. The next day I called in she got my call again & was able to tell me that the adjuster had mailed a check to my old house written out to myself & the dealership. I never received the check because I have moved since this claim started. You can cancel that check & please re-issue one in just my name & mail to my new address **********************************************. I also have a new ************* # that the lady on the phone said she changed in the system. My 2 phone #'s are **************************** My new email is ***************** On April 11th & I chose to chat with one of your reps. I got a text informing me that I was in your queue to "speak" with a live representative & my expected wait time was 5 hours & 20 minutes. On April 22nd I received a text saying that I had been placed in line to "speak" with a live representative & expected wait time was 30 mins. I got a text from one of your reps roughly 30 minutes later & explained to her the whole story just for her to tell me she was only a care specialist & would forward my info to claims ****. She told me she escalated my ticket & that I should hear from claims **** within 2 days & still have not heard back.

  • Initial Complaint

    Date:05/01/2024

    Type:Order Issues
    Status:
    Unanswered
    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 policy LOO-TX-**********-01 and was never sent any documents proving i had the insurance of full coverage from aug to jan for 6 months of service, no id cards given, on app it only shows policy but no details. The policy was up for renewal and since requresting multiple times for proof of insurance i called and sent request through website with no proof of insurance being sent. Now I'm in a bind because I can't prove i had insurance, gav4e them over 1000 and no proof.i received email stating my documents were sent but then when i try to log onto their account portal i get error codes and no way to access any proof. i was not responded to when i sent requests through the company page.

  • Initial Complaint

    Date:03/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Ive been paying for this horrible insurance for my father (who is elderly) and as soon as my fathers car is totaled not a single word from the company. He had to pay over TEN THOUSAND DOLLARS Out of HIS OWN pocket to cover expenses after the crash. I havent heard a single word from this employer after making THREE CLAIMS to at least get their attention. Do not waste money. They need to be put out of business for robbing their customers. Frankly whoever created this insurance company needs to be locked up for grand theft the way they just take your money and run

  • Initial Complaint

    Date:02/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been calling Loop Insurance every single day, multiple times a day, sent them emails, left voicemails and no one answers. No one has called me or emailed me back. I filed a claim with them back in December 19,2023 and they have yet to answer me. I have seen multiple complaints from other customers having the same issue with them. I have been struggling so much getting to work because my car is not drivable. I have been paying them on time, I havent missed payments and they dont have the courtesy of even calling me back. At this point theyre stealing from me because theyre not providing the service Ive been paying them for. I cant even cancel my policy because they dont answer at all. They post on social media but cant even answer their clients. Im so desperate for answers and assistance. I dont wish this upon anyone. Its affected my mental health so much of how stressed this company has me. My claim number is 23ATTX528567515-IV

  • Initial Complaint

    Date:02/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 paid ****** on 1-26-24 to renew my insurance policy it doesnt show if it renewed or not I have no insurance cards or documents Ive called and emailed them company multiple times with no response just get out on hold for 20 minutes then it tells me sorry no one to take my call and hangs up Ive called at least 15 times. I need insurance or my money back

  • Initial Complaint

    Date:01/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 totaled my car 10/31/2023. Within a week or 2 Loop emailed and called stating the car was totaled and they would be sending a check to my finance company. I have called and emailed Loop over and over to see why this matter is still not resolved. They have not returned my calls or emails.

LOOP is NOT a BBB Accredited Business.

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