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Business Profile

Insurance Companies

American Memorial Life Insurance Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for American Memorial Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 11 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 type

    • Initial Complaint

      Date:05/23/2025

      Type:Billing 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.
      The morning of 5/20/25 I initiated an online payment of $2254.18 to pay off 401k loan #1. The website I utilized was ******************. Prior to submitting my payment the screen stated
      “It may take up to 3 business days for your loan to reflect as paid” (see screenshot). Once I entered the payment information and finalized the screen stated something like “it may take 5-7 business days to process.” This is deceptive and a violation (UDAAP requirement) as the initial disclosure stated 3 business days and once submitted it contradicted the initial disclosure and stated 5-7 business days. I feel that I was misled into payment.
      I paid a loan off so that I could borrow more of my funds and initiate another loan due to an emergency. Had I known it would not show as paid until next week 5/29/25 instead of what I was told prior to sending the payment (by 5/23/25) I would have never initiated this as it would have been quicker to ask my employer to pay it off. Now I have 7 extra days to wait prior to being able to even request another loan which puts me in a terrible bind with a holiday on Monday, adding an additional day.
      I would like my loan to be shown as paid immediately today 5/23/25 as promised by the website disclosure. I would like them to be investigated for posting misleading and inaccurate information in disclosures online.
      I called in this morning at 7am and was told it was still processing and “they are looking at getting the website fixed.” Why am I now being inconvenienced for being deceived and misled?

      Business Response

      Date: 06/04/2025

      June 4, 2025


      VIA ONLINE PORTAL


      Dispute Resolutions
      BBB Midwest Plains
      ***** * ******
      Omaha, NE 68137

      RE: Case No: ********
      Customer: ****** *****

      Dear Dispute Resolutions:

      Thank you for allowing TruStage an opportunity to respond to our customer’s concerns
      shared with the Better Business Bureau. To protect the privacy of our customer, we will
      respond to them directly, so no further response will be sent to the Better Business Bureau.

      The complaint response was sent to the customer via email on June 4, 2025.

      Sincerely,

      TruStage

    • Initial Complaint

      Date:04/24/2025

      Type:Billing 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 a prearranged funeral policy with American Memorial Life Insurance Company. I requested the surrender forms to cancel my policy on two separate occasions. Each time, representatives assured me I would receive the surrender forms within 7-10 business days but I have NOT received them. I am seeking assistance to obtain these forms as promised. My policy number is ********

      Business Response

      Date: 04/28/2025

      Please see the attached responseThank you for allowing TruStage an opportunity to respond to our customer’s concerns
      shared with the Better Business Bureau. To protect the privacy of our customer, we will
      respond to them directly, so no further response will be sent to the Better Business Bureau.
      The complaint response was sent via secure email on April 28, 2025, to the email address
      on the complaint.

      Customer Answer

      Date: 04/29/2025

      The message I received from TruStage (the business) was not completely truthful. On two occasions (not one) they failed to send me the requested policy cancellation form. I am however now satified with the fact that after my SECOND request for them to simply email the cancellation form to me, they did indeed email the cancellation form. So, now I have the needed form. They used the excuse that they don't email the cancellation form because it contains confidential information. IT DOES NOT. It is simply a blank form .). Once I fill out the form by addiing my confidential information, (my social security number etc) I will send it back to them via registered, insured, tracked, priority USPS mail. 

    • Initial Complaint

      Date:04/07/2025

      Type:Order 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.
      We have been receiving late notices after a payment has been made and cleared the Bank. Several calls to them and they claim that both last months and this months payments have not been made. When in fact they have and cleared the Bank.

      This has driven us to want to cash out of the policy.

      Business Response

      Date: 04/15/2025

      See attached response.Thank you for allowing TruStage an opportunity to respond to our customer’s concerns
      shared with the Better Business Bureau. To protect the privacy of our customer, we will
      respond to them directly, so no further response will be sent to the Better Business Bureau.
      The complaint response was sent via overnight mail on April 15, 2025, to their address on
      the complaint.

    • Initial Complaint

      Date:01/06/2025

      Type:Delivery Issues
      Status:
      Resolved
      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'm requesting a copy of the benefits included in my policy, account number listed above. I called on 9/19/24 and was told only a hard copy could be sent and would arrive in 4-6 weeks. It did not arrive. I called again on 11/15/24, and the agent said the first agent did not process correctly, and the new hard copy would arrive in 2-3 weeks. It has not arrived. I tried to call twice, including today, 1/6/25, and an automated message says no one is available. We need the benefits to provide to the local funeral home to know what other coverage we need to purchase and we cannot move forward without this information. This seems unbelievable that in this modern age you cannot receive a copy of your benefits other than by regular mail and that regular mail takes weeks to deliver. I will even pay to have it ***** for faster delivery.

      Business Response

      Date: 01/15/2025

      Please see attached response.Thank you for allowing TruStage an opportunity to respond to our customer’s concerns shared with the Better Business Bureau. To protect the privacy of our customer, we will respond to them directly, so no further response will be sent to the Better Business Bureau.
      The complaint response was sent via secure email on January 15, 2025, to the email address provided in the complaint.

      Customer Answer

      Date: 01/15/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me. Thank you so much for helping us get the information in a prompt manner. We are very grateful!



      Sincerely,



      **** ******

    • Initial Complaint

      Date:11/15/2024

      Type:Order 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 am filing this complaint on behalf of my mother, ****** ******* (who is currently in the Philippines) against American Memorial Life Insurance Company due to a lack of transparency and failure to provide essential documentation regarding my mother’s policy for a plot purchased at Oakhill Memorial in San Jose. Despite repeated calls and messages to ***** *************), I have not received a response.

      Key issues include:

      Missing Financial Terms:

      * The contract does not disclose the interest rate, total payment cap, or a breakdown of principal versus interest paid over the past eight years.
      * The original amount was just over $8,000, but the 10-year plan has nearly doubled the total to over $16,000.
      * No clarity on options to adjust the payment structure to reduce future interest costs.

      Policy Value and Benefits:

      * No documentation has been provided on the policy's current value or benefits, specifically how much has been allocated toward prearranged funeral services.
      * Uncertainty about whether the payout will fully cover my mother’s prearranged funeral services.

      Lack of Documentation and Responsiveness:

      * Payment history and detailed policy terms have not been provided.

      Attempts to resolve these issues via phone calls and messages have gone unanswered.

      I request that American Memorial provide:

      * Complete financial terms, including the interest rate, total payment cap, and itemized payment history.
      * An updated summary of the policy's value and benefits.
      * An explanation for the lack of transparency and documentation.

      This lack of responsiveness and clarity has caused significant distress, and I expect a prompt resolution.

      Business Response

      Date: 11/22/2024

      Please see the attached company response.Thank you for allowing TruStage an opportunity to respond to our customer’s concerns shared with the Better Business Bureau. To protect the privacy of our customer, we will respond to them directly, so no further response will be sent to the Better Business.

    • Initial Complaint

      Date:10/10/2024

      Type:Billing Issues
      Status:
      Resolved
      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 05 Aug 2024 I submitted a letter to American Memorial Life Insurance Co. requesting payment for life insurance policy for my husband due to his death. I waited until the end of August and then I called the company which they told me I would receive a check within the next week or so. I did not received any check so I called again and they told me I was lost in the mail so they would re-issue another check. on the 24th of September. I still have not received any check. I have attached the correspondence showing the documents that are required for payment. The actual claim is from TruStage Financial Group, according to the claim form I submitted. I don't know if my husband was scammed into buying this policy, but now in time I really need this check to come thru.

      Customer Answer

      Date: 10/17/2024

      the problem has been resolved; I received a check on the 8th of October 2024.

      I have sent an email to TruStage Financial Group to notify them as well.

      They blame the US postal service for the delay.  It does not take that long (2 -3 months) to get a check out in the mail..

      thank you for your service

      **

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

       

       

    • Initial Complaint

      Date:09/25/2024

      Type:Billing 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 set up a prepaid Burial Plan on March 24, 2011 and the account is now paid in full. I set up this plan as a ******* ******** plan with the **** ****** ****** **** in Austin, Tx. I have moved to Wylie Tx in January 28, 2021 and I am trying to set up with a different funeral director in the Dallas Tx area. The *** ****** Funeral Home in Plano, Tx **** **** *** I was told by ***** ****** that I need to get the actual benefits, like the casket picked, the services I set up for my upcoming burial. I contacted ******* ********, * * *** ****, St Cloud, MN 56302-9971, numerous times and that was not the correct information that the *** ****** Funeral Home, says they need so I can transfer my prepaid burial plan. I feel I am getting a run around with ******* ******** and with the *** ****** funeral Home. I need something to be fixed so that I can transfer my burial plan to the area where is Live, *** ****** Funeral Home.

      Business Response

      Date: 10/03/2024

      Please see the attached company response.

      Thank you for allowing ******** an opportunity to respond to our customer’s concerns
      shared with the Better Business Bureau. To protect the privacy of our customer, we will
      respond to them directly, so no further response will be sent to the Better Business Bureau.
      The complaint response was sent via secure email on October 3, 2024.

      Customer Answer

      Date: 10/09/2024



      Complaint: ********



      I am rejecting this response because: I did not get a response from their company and their answer to Bbb and myself said they will send a response to me. How will I receive it?. In the mail or emailed.? Their company needs to be more open as to how I will get a response. I have not received a response by email from their company, today. Thanks.



      Sincerely,



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

      Business Response

      Date: 10/11/2024

      Please see that attached response.

      Thank you for allowing ******** an opportunity to respond to our customer’s concerns
      shared with the Better Business Bureau. To protect the privacy of our customer, we will
      respond to them directly, so no further response will be sent to the Better Business Bureau.
      We spoke with ******* ***** regarding their concerns via a phone call on October 11,
      2024.
      Sincerely,
      ********

    • Initial Complaint

      Date:06/03/2024

      Type:Billing Issues
      Status:
      Resolved
      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 received a requested letter about reinstating my dad’s life insurance policy ($10,000) current value $4,585. (3-******) Letter was dated April 5, postmarked April 15, and gave me 30 days from April 5 (May5) to reinstate with a one-time credit card payment of $483.40. I made a payment in February and watched for the payment to clear. I called to check on it and the operator said “everything looks good on our end and sometimes it can take 10 days to process. THE NEXT DAY I received a letter from company saying my payment was returned NSF. My bank said the payment was never presented to them for payment. I began the reinstatement process upon receipt in April and it is now June, well past the reinstatement date and I have been told 1)they do not take CC payments, 2) payment system is down for maintenance, 3) letter was sent in error, 4) matter has been escalated to a supervisor for a call-back, 5) I will receive a five-page packet to be signed and additional medical questions. I never received any communication, written or oral. This has become the definition of SCAM.

      Business Response

      Date: 06/07/2024

      Please see the attached response. Can you also update the complaint contact for Amercian Memorial Life Insurance Company and Union Security Life Insurance Company to go to:

      **** *******, Compliance Operations Analyst

      [email protected]

      ###-###-####

      Thank you!

      Customer Answer

      Date: 06/14/2024

      I have received an adequate response and reinstatement of the policy in question. I am satisfied with the company’s settlement. Thank you for your assistance in the matter.

    • Initial Complaint

      Date:02/28/2024

      Type:Product 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.
      We have paid over 16,000 to this company for a $950. Cremation and an $8681. Policy. I canceled my husband’s policy and all they are sending $600.01 back. It was a 15 year policy and I paid $1.700 to convert my policy to a 10 year plan. They have raised my premium more a month and say I still owe another $5,364.

      Business Response

      Date: 03/22/2024

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

      Business: ************
      Voice/TDD: ************


      March
      22, 2024

      VIA ONLINE PORTAL

      Dispute Resolutions BBB Midwest Plains 11811 P
      Street
      Omaha, NE 68137


      RE:   Case No:         ********

       Consumer:       ***** ******

       

      Dear Dispute Resolutions:
      Thank you for
      allowing TruStage an opportunity to respond to our customer’s concerns shared
      with the Better Business Bureau. To protect the privacy of our customer, we
      will respond to them directly, so no further response will be sent to the Better Business Bureau.

      The complaint response was sent via email on March 8, 2024, directly to the
      customer.

      Sincerely,

       

      TruStage

    • Initial Complaint

      Date:04/04/2023

      Type:Billing Issues
      Status:
      Resolved
      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 asked to surrender and cash out this policy months ago. Even after acknowledging that they have all the paperwork they need to complete this transaction, I still have not received my check and they continue to fabricate excuses.

      Business Response

      Date: 04/12/2023

      April 12, 2023


      Better Business Bureau
      *** * ******** ***
      **** ****** ** *****



      Re:         Case
      #:                 ********
                      Complainant:    Carol ******


      This is to acknowledge that we are in receipt of
      your correspondence from Carol ******. American Memorial Life Insurance takes
      consumer feedback very seriously. We have fully reviewed this matter and a
      detailed response was e-mailed directly to the consumer on April 12, 2023. In
      order to protect consumer privacy, the consumer has been advised she has the
      option to publicly share the response. A confidential copy of the response is
      provided for your records.

      If we can provide you with any additional information,
      please feel free to contact us at ************** or at ***********************.



      Sincerely,


      Brittany *********
      QA and Business Process Controls


      Customer Answer

      Date: 04/13/2023



      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.




      Sincerely,



      Carol ******

    American Memorial Life Insurance Company is BBB Accredited.

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