Business Profile

Insurance Companies

American Income Life Insurance Company

Complaints

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

Customer Complaints Summary

839 total complaints in the last 3 years.
352 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.

Initial Complaint
Date:03/20/2025
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 have been trying to cancel my life insurance policy with American Income. I keep getting told that I'll be sent a surrender form via email, however, that form has never been received even though I have verified my email address with them several times. I either get told lies, hung up on or no response. I am just trying to cancel my life insurance policy which shouldn't be that difficult. I had to call my bank which cost me $30 to stop further withdrawals for my policy. I just want confirmation of cancellation of my policy. Any help is greatly appreciated.
Business Response
Date: 03/31/2025
We would like to thank ********* ******* for reaching out to our office regarding this matter. Per our records, the policy was cancelled as of March 25th, 2025. Please consider this confirmation of policy cancellation. Please let our office know if we can be of further assistance.
Initial Complaint
Date:03/20/2025
Type:Order 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.
Company keeps calling me after I have told them to put me on the do not call list. They continually Harass me every couple of days from new numbers. I would like this to stop as I do not have a policy with this Company any more. They scammed me into getting a policy saying it was free. Then they charge you. I canceled years ago and they still continue to harass me.
Business Response
Date: 03/31/2025
We would like to thank ***** ***** for reaching out to our office regarding this matter. A request has been sent to our Consumer Relations and Resolutions Team to remove Mr. ***** from any internal database and cease all future communication attempts. Please allow 7-10 days for this request to be processed. It any future attempts are made to contact Mr. ****** please provide the phone number used to call Mr. ***** and we will address it on an individual basis. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/01/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/19/2025
Type:Product 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.
Billing issue - We cancelled the insurance because we were paying to much for a ******* policy. They told me it was cancelled. But they have not cancelled. They are sending me a form to fill out. I want to be refunded for the delay in cancellation for policy of ******
Business Response
Date: 03/21/2025
We appreciate ***** ******** giving us the opportunity to respond to this matter. Policies 19982736/37/38 will be cancelled and a one month refund issued on each. Please allow 7 business days for the funds to be released.
Initial Complaint
Date:03/18/2025
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.
At 10:50 am on January 22, 2025 I spent 50 minutes on the phone canceling all 5 of my families policies from American Income Life. The agent I spoke with confirmed the cancellations and advised me she removed my accounts from autopay. On January 28, 2025 I was charged $144.16 from American Income Life. On February 26, 2025 I was charged $144.16. When I became aware of the charge in February I looked back and confirmed a charge in January. I then called AIL on 2/26/25 to figure out why I was still being charged. The agent I spoke with said I never canceled my policies, then retracted and said I never canceled ALL of my policies. She was showing 3 (my children) policies still active while the other 2 (adults) were canceled. She canceled the remaining 3 and told me she would need to escalate my call to someone else to provide a refund for the additional 2 months I was charged. I have since spoken to AIL on 3/4/25, 3/5/25, 3/7/25, 3/12/25, 3/17/25 and today 3/18/25 all culminating in the apparent mishandling of call logs. I have been advised because they cannot find the call logs/recordings from the original date of cancellation I will not be refunded. They have record of a note from the original call saying the policies were being canceled but have told me that isnt sufficient evidence in my favor. Im at my wits end in trying to recover the lost money through speaking with their customer service representatives.
Business Response
Date: 03/21/2025
Our office appreciates the opportunity to respond to this complaint. Policy ******** was surrendered as of February13, 2025. The surrender value was direct deposited on 03.16.2025.
Policy ******** was cancelled as of 01.26.2025. This policy had no cash value.
Policy ******** will be cancelled as of February 4, 2025. A two month premium refund will be issued. Please allow 7 business days for processing.
Policy ******** will be cancelled as of February 4, 2025. A two month premium refund will be issued. Please allow 7 business days for processing.
Policy ******** was cancelled as of 02.04.2025
Initial Complaint
Date:03/17/2025
Type:Product 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 2 policies with American Income Life. The first policy is ok ******** with draft of $87.04 is ok. The problem is with policy *******. The premium should be $35.78. But they took out *****. That is $38.37 more than they should have taken out. I called 2 times. Thie first time the lady said she was sending me a refund and I would have it in 2 to 3 days. But it never happened. I called today and was told I bought another policy. I've been in the Hospital for Cardiac Surgery for the past month. After my first visit I was sent home just to be taking back the next day to have a duel pacemaker put in. The address on my paperwork is American Income Life Insurance Company P. O. ******************************************** Phone ************* I did not buy a third policy. 2 policies is plenty. This needs to be fixed. I have tried 2 times before I contacted you. Today the *** from the Insurance hung up on me.05 INS.PREM ******,****** AM INCOME LIFE COID1741365936 Direct Debit $87.04 MAR 05 INS.PREM ******,****** AM INCOME LIFE COID1741365936 Direct Debit $74.15
Business Response
Date: 03/19/2025
We appreciate ****** ****** reaching out to use about this matter. We show that ****** currently has Whole Life policy ******* and Whole Life policy 14555045. ***** ****** is covered under Whole Life policy 20032446.
An application for additional coverage was taken on March 4, 2025 and Whole Life policy ******** was issued with a monthly payment of $38.37. We were advised that the policy had been issued in error and it was cancelled. Funds were refunded to the bank account on or around March 3, 2025. It may have taken up to 3 business days for the transaction to have cleared.
Customer Answer
Date: 03/19/2025
I am rejecting this response because: they withdrew the funds from my account on March 5th. They claim they returned them on March 3rd.. Plain as day they are lying. How do they return money before they take it! When they return it to my account, I will close the complaint.
Business Response
Date: 03/21/2025
Our office apologizes for the delay in cancelling and surrendering policy 20136638. Funds will be released within the next 7 business days.
Customer Answer
Date: 03/21/2025
I am rejecting this response because: I sent you a copy of my bank account. You can see what they took out and no repayment has account yet. When it does I will be satisfied. They cant tell me how this happened wile I was in the Hospital having open heart surgery.
Initial Complaint
Date:03/14/2025
Type:Product 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 applied for additional policy coverage for my ******** I got denied for myself but my son got approved. I had given them my checking account info already. They sent me documents to review & sign. I changed my mind & didn't want the policy. They somehow mistakingly put the policy as an instated policy. They said they would investigate why the policy was instated anyways without my approval. They started drafting from my checking account without my approval. They drafted $20.50 out on Jan. 17, 2025 & then another of $15.50 on Feb. 4, 2025. Then they refunded only a partial amount of $23.50 on Feb. 13, 2025. I spoke to them on different occasions to get the remaining $12.50 refunded & they said it would be refunded & hasnt. Then they drafted another amount from my account for $6.25 on Mar. 4, 2025. I spoke with them a few more times, they said they would send me a policy cancelation *********** haven't. I've been plenty patient & given them enough time to correct the error. Thank ********* bless!
Business Response
Date: 04/01/2025
We would like to thank Mr. ******** for allowing us to respond. A review of our records shows that while Mr. ********* applications were not issued the coverage for his minor child was approved and the contract mailed to the address on the application on January 30, 2025.

Mr.******** called our office on March 9, 2025 to request the cancellation of his sons policy and was sent a cancellation form that needed to be completed,signed and returned to our office for processing. In an effort to resolve this matter we have cancelled Mr. ********* policy and are issuing a full refund of all premiums paid totaling $18.75. The refund of premiums is being credited to the bank account on file and should reflect in the customers account within the next 36 to 72 business hours.

We hope to have resolved this matter satisfactorily.
Customer Answer
Date: 04/01/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/14/2025
Type:Sales and Advertising 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 called to cancel my policies on 2/4/25. They told me I needed to fill out some forms that they would mail me. I never received the forms. Then I started getting calls stating that I needed to pay my premiums. I told them that I had cancelled my policies but never received the forms. The person I was talking to then emailed me the forms. I filled them out and emailed them to the address on the form. Now they are saying I need to email it to a different email address.
Business Response
Date: 03/17/2025
************** We appreciate **** ****** reaching out to ** regarding this matter. All policies have been cancelled as of 02.10.2025. We will use the complaint as the authorization to release the surrender value of policies 11463668/69. Please allow 7 business days.
Initial Complaint
Date:03/14/2025
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.
I have canceled my account with them in 2023 because they were going to increase their services for life insurance and health insurance. They did cancel it and I have not pay anything in the last 2 years. However, in the last 2 years I had calls and texts asking me to talk with a manager to reactivate my services with them. I have rejected every time with them. I just wish they would stop contacting me about it since I do not want their services because I do not have the income nor to talk with them every year to have them keep increasing their prices.
Business Response
Date: 03/24/2025
We would like to thank Ms. ******* for reaching out to our office regarding this matter. A request has been submitted to our Consumer Relations and Resolutions Team to remove all contact information for Ms. ******* from internal databases and cease all communications. Please allow 7-10 business days for this request to be processed. If further contact with the customer is made, please provide the phone number attempting to contact Ms. ******* and we will address it further. Please let our office know if we can be of further assistance.
Customer Answer
Date: 03/27/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/12/2025
Type:Product 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 a life ins policy on October 4, 2024. I was in underwriting until the end of November 2024. I received the actual policy the middle of December 2024. After reviewing the policy I decided I didin't want that policy and I was in my 30 day trial to review. I called and spoke with ******* on January 9, 2025 and she said it was canceled. She emailed me a form for me to request my premiums re-deposited back in the checking account they were deducting for the premiums from. Having not seen the refund I called on February 6, 2025 to verify that they received my form. I spoke with ****** and she said they received the form but my request for a refund was denied. I immediately sent an email disputing their decision. I have been bounced for one area to the next and still no one has helped me. I sent a certified letter with all my notes and no one has gotten back to me. I orginally set up the 25th of every month to have the withdrawal done and they withdraw 10/18, 11/18, 12/09 and 12/27 causing my account to overdraw twice.I don't feel this business is not a well-run company.
Business Response
Date: 03/27/2025
We would like to thank ******* ***** for reaching out to our office regarding this matter. Policy ******** was issued in October 2024. We received a written cancellation request in January 2025. (See attached) As the policy coverage was in force until the cancellation request was received, no refund is due. Please let our office know if we can be of further assistance.
Customer Answer
Date: 03/27/2025
I am rejecting this response because: The company only sent paperwork that acknowledged that I was canceling, and also paperwork emailed to me for reimbursements account number. The ********************** has not submitted a reason why to not reimburse me for my premiums
Business Response
Date: 04/03/2025
We would like to thank ******* ***** for reaching out to our office regarding this issue. As stated in the previous response, no refund of premiums is due because during the life of the policy, coverage was in place and in force. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/03/2025
I am rejecting this response because: I have 30 days from receipt of the life ins policy to review. When you apply for a policy, as you are well aware, all the customer receives is the information that they provided you. There is nothing for me to review. Once I reviewed the policy I decided I no longer wanted the policy. I was in my 30 day window. As you have expressed in a previous email that I was paid up until 2/4/2025 please explain how you arrived at that date?The last withdrawal your organization withdrew from my account was December 27, 2024. Oh, maybe it's because you took 2 payments in December the 9th and the 27th. I want an explanation, not one sentence answers, that says why I am not entitled for a refund. Please provide an intelligent, reasonable explanation.

Customer Answer
Date: 04/10/2025
see attached
Initial Complaint
Date:03/11/2025
Type:Sales and Advertising 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 am a member of a local credit union where I financed my vehicle. In 2021, I was contacted by *** explaining that because of my membership to the credit union, I was entitled to $3,000 complimentary life insurance benefit and that I needed to designate a beneficiary. In order to do so, I needed to meet with an agent. I sat through a pretty high pressure 2 hour long presentation where I told them I was not interested, as I have a couple other life insurance polices with other companies that I am happy with. I was told even though I was not purchasing, I was still entitled to the the $3,000 benefit for being a member of the ************. Fast forward to December of 2024 when I receive a notice in the mail from *** regarding my policy beneficiary designation. I returned the postcard with the same beneficiary designation that I originally signed up with. No information had changed. No more than a week later I start receiving multiple phone calls a day to meet with an agent. I explained that I was not interested in sitting through the sales pitch once again and that if they were going to continue to incessantly call, I would like my complimentary benefit canceled and my name taken off their call list. It's been 3 months and I am still getting multiple calls, sometimes daily where my response is always the same that I am not interested. I have blocked multiple phone numbers from this company as they will continue to call until I answer. It's a pretty slimy sales tactic to send out letters prompting us to update information, only to turn around an harass people cause you won't take no for an answer. I would never do business with this company because of their sales tactics alone. Please quit calling me!
Business Response
Date: 03/24/2025
We would like to thank Ms. ***** for reaching out to our office regarding this matter. A request has been sent to our Customer Relations and Resolutions Team to remove all contact information for ***** ***** from their internal database and cease all contact. Please allow 7-10 business days for this request to be processed. ************ receives further contact, please relay the contact information to us and we will address this matter with the contacting agency. Please let our office know if we can be of further assistance.

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American Income Life Insurance Company is BBB Accredited.