Complaints

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

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  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  American Income Life Insurance Company

  8321 E 61st St STE 221 Tulsa, OK 74133-1911

  
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  American Income Life Insurance Company

  901 Mountain Creek Rd STE 100 Chattanooga, TN 37405-4645

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  American Income Life Insurance Company

  101 5th St STE 206 Hollister, CA 95023-3925

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  American Income Life Insurance Company

  738 Highway 6 S STE 500 Houston, TX 77079-4041

  

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:02/21/2025

  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 contacted them to cancel the policy. The lady couldnt find a policy. So finally she asked me my social security number and found it. They had my ssn for my husband account. Said it was like that on the application. I talked with my broker and he said if anything would have happened to ******* that it wouldnt have paid because of the mistake. They told me to file a claim against American Income Life

  Business Response

  Date: 03/12/2025

  We would like to thank Ms. ******** for reaching out to our office regarding this matter.  ******* ******** is the owner of policies 16064193/94/95.  She can surrender those policies by completing the attached surrender form and returning it to **********************************.  ******* was covered under policies ******** and ******** which were both cancelled as of the date of issue in 2024.  ******* was covered under policy ******** which was cancelled as of date of issue in 2024.  ******* has cancelled policy ******** as of February 25,2025.  Per our records, we found no record of a policy with a face amount of $4,800.00.  Please let us know if our office can be of further assistance.

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because:   It has nothing to do with a 4800 policy.   When I called to cancel the policy they couldnt find it.  So after a while she asked me my ssn and when I told her she brought up Leonards policy. They had put the wrong ssn down for Leonards    Our agent said if anything would have happened to ******* that it wouldnt have paid because of the wrong ssn on it    

  Business Response

  Date: 03/14/2025

  I have reviewed the applications for policies ******** and 19226469.  Each application contains the *** for ******* and *******.  The *** numbers on the two applications are identical.

  If there had been an issue with a *** it would have easily been resolved by requesting a copy of the social security card issued to *******.  While there may have been a delay in the processing of the claim, this would not have caused an issue in the payment of benefits.

  Customer Answer

  Date: 03/14/2025

  I am rejecting this response because:   The lady who I talked to on the phone couldnt find Leonards policy.  Finally she asked for my ssn and that is how she found Leonards policy.  It had the wrong ssn on it.   She might have corrected it when she found it.  Our broker said it wouldnt paid for our policy if something would have happened to him.   So we would have been out all that money for nothing 

• Initial Complaint

  Date:02/20/2025

  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.

  My household holds 5 policies with ***. I never receive a quarterly or yearly statement for any of those accounts and I can no longer get logged into my online account, nor create any online access accounts. I have email and never received a response back, have called 4 phone numbers I have listed on my paperwork with them either being disconnected or just ring and I have called the one 800 number to be put on hold for 1 hour and hung up. Seems the company is out of business but still takes my money and I am ready frustrated with them.

  Business Response

  Date: 02/28/2025

  We would like to thank ***************** for reaching out to our office regarding this matter.  Our policy services offices received an email on February 3rd, 2025, regarding the insured's inability to contact our offices.  ****** services replied on February 6th, 2025, requesting verification information and other policy information.  No further contact was made by the insured.  A request has been submitted to the handling ***'s office to reach out to the insured.  Please allow 5-7 business days for this request to be handled.  Please let me know if our office can be of further assistance.

• Initial Complaint

  Date:02/20/2025

  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.

  My wife and I applied for life insurance and we were told that it would cost approximately $210/month after we were approved, a short time later I noticed $160/month was removed from my bank account. After calling the agent we had applied to we were informed that they were still waiting for my application to be approved as I have had some health issues but that my wife was approved, we decided to cancel the insurance as $160/month for only my wife seemed excessive and this was 6 weeks after we had applied and I still wasnt approved. Well 2 months later I noticed that the payments were still being taken from my account! Please do not deal with this company as they are not trustworthy

  Business Response

  Date: 02/28/2025

  We would like to thank Mr. ***** ****** for reaching out to our office regarding this matter.  Per our records, policies ********* and CD2516151 applications and were not issued.  Please see the attached email correspondence reflecting the cancellation and the attached screenshots of no bank drafts or payments from this customer.  If there is further proof provided by the customer of AIL making these withdrawals, please feel free to provide it to our office.  Please let us know if we can be of further assistance.

• Initial Complaint

  Date:02/19/2025

  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 a customer of ********************************************* for nearly 20 years. They have since inception performed harassing sales tactics with phone calls (8 calls a day, up to 10:30 at night to try to get an answer) to perform annual policy reviews, DESPITE telling them for years that I am more than happy with my policy and requesting numerous times and salespeople confirming that I was on a do not call list with the company. Each time I would meet them in person my premiums would increase. When I would call to understand why, they would say that I agreed to additional insurance when we met in person, which was never the case. They INSIST on performing annual policy reviews IN PERSON and sneakily sell extra insurance that is not requested nor accepted. I am so tired of being harassed by this company that I am officially cancelling all of my policies tomorrow. I have never felt that they were looking out for my best interest, only trying to sell, sell, sell. Their turnover rate for salesmen is atrocious and I have never met with the same person twice. Despite all of this I stayed a customer because of all the good hype, but I absolutely cannot stand being called over, and over, and over sometimes three times in a row, all throughout the day to try to get an answer, and never leaving a message. When I tell you that I am satisfied with my policy as-is and please stop calling, I should not continue to receive calls over and over and over. It is a harassing business tactic that is infuriating and disrespectful. It is literal spam.

  Business Response

  Date: 03/13/2025

  We would like to thank Ms. ******** for reaching out to our office regarding this matter.  After a search of our records, I was unable to locate any specific policy belonging to Ms. *************** If she would like to provide a policy number, date of birth or any other identification information, I would be happy to send a request to the local handling agency to cease and desist any further solicitation calls and have her contact information placed on the do not call list.   Please let our office know if we can be ot further assistance.

  Customer Answer

  Date: 03/14/2025

  I am rejecting this response because:   I have THREE policies with this company. The fact that they cannot pull them up is indicative of the poor practices of their operation. Policy numbers are - 

  12486544

  135773333

  14521466

  There is $69.51 being deducted from my account each month for said policies. I have uploaded photo proof from my bank account. 

  Business Response

  Date: 03/21/2025

  We would like to thank Ms. ******** for reaching out to our office regarding this matter.  We regret that you have received excessive contact from our office.  We have contacted the handling agent's office and requested that you be removed from any solicitation or call list.   Please allow 7-10 business days for this request to be processed.  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 03/22/2025

  I am rejecting this response because:   While I appreciate this employees action to have me removed from the call list, I requested that to each person that called me in the last year and continued to receive harassing solicitation calls. It is unlikely that this fourth request to remove my name from solicitation call lists will be effective. The whole purpose of reaching out to BBB on the matter is the unresolved issue for years of receiving the harassing calls despite requesting that they cease. I have cancelled all policies with this company and refuse to do business with them in the future. I seriously hope that their business practices improve for the benefit of their customers, and that ******************** takes into consideration the distress that this company has caused their policy holder. The targeted solicitation is unwarranted, excessive, and a poor sales tactic. 

• Initial Complaint

  Date:02/19/2025

  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.

  I canceled mine, my wife and all of my childrens life insurance policys with this company. They are continually contacting me. I have asked them to stop contacting me. And they still send me messages. There were a lot of addresses to chose from so I just picked one. Headquarters would probably be the best location.

  Business Response

  Date: 02/25/2025

  We would like to thank Mr. ****** for allowing us to respond. As requested we have added the contact information for all household coverage to our internal Do Not Call list and have asked the office that handles his area to mark their records accordingly.  We ask that he allow up to 7 business days for this change to go through our system during which they may be further contacted.
  
  In the event that occurs we ask that they kindly inform the caller that they have been added to the list and to discontinue contact.  ************* wishes he may provide the name and phone number of the caller so it can be addressed on an individual basis.
  
  We hope to have resolved Mr. ****** concerns. 

  Customer Answer

  Date: 02/25/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/18/2025

  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.

  They constantly call harassing me using different phone numbers through the day and night. Frequently calling back to back and never leaving a voicemail. I actually canceled my own policy with them because of this but my husbands employer uses them for his so they constantly call me about his policy despite me asking multiple times a day for them to stop contacting me and to remove my number from the account. They claim anything they can to get you to sit down on a zoom call or in person visit to try and upsell you more insurance. Their tactics are pure harassment.

  Business Response

  Date: 02/25/2025

  We would like to thank Ms. **** for allowing us to respond. As requested we have added Ms. **** contact information to our internal Do Not Call list and have asked the office that services her area to mark their records accordingly. We ask that she allow up to 7 business days for the change to go through our system during which time she may be contacted.
  
  In the event that occurs we ask that she kindly inform the caller that she has been added to the list and to discontinue contact.  If she wishes, ******* can provide the callers name and phone number so it can be addressed on an individual basis.
  
  We hope to have resolved Ms. **** concerns. 
  

• Initial Complaint

  Date:02/18/2025

  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.

  1-17-2025 I got a FORGED Insurance policy from American Income Life. The policy is dated 1-14-2025 as a copy. My signature is forged 3 times. This is an intentional forgery done in ink. NOT a digital signing. It is forged under my financial info to. This is financial fraud. The policy is so fake that they even have my childs name wrong. Her health info is also wrong. I know how to spell my childs name. They have been taking money from my account since ****** up until I had to pay my bank $30 to block them from taking more. The last deduction of $10.34 was taken 1-2-25 I want my $1375.22 back and I feel they should also refund me the $30 I had to pay to block them from my account. Forgery is punishable from up to 5 years from the date of discovery. I have not contacted the ***, but if I need to I will.

  Customer Answer

  Date: 02/19/2025

  I calculated the amount of money I am owed wrong.

  It started 3-2-2013 to 1-2-25 12 years and 1 month. They owe me ******* total. As they have deducted a total of ******* from my checking account.

  PLEASE change my claim complaint amount.

  Thank you.

  Customer Answer

  Date: 02/20/2025

  I am sorry,  I have been so upset about this I cant think straight. 

   They too ***** out of my account each month for 155 months. That is a total of $1602.70    I want that entire amount back and I should get the $30 back too that I had to pay to block them.

   

   

  Customer Answer

  Date: 02/20/2025

  Date the forged copy was mailed to me. My childs real name and my real signature.

  Customer Answer

  Date: 02/20/2025

  Date the forged copy was mailed to me. My childs real name and my real signature.

  Business Response

  Date: 02/21/2025

  We appreciate **** ***** reaching out to us regarding this matter.  The policy he received in January 2025 was the duplicate policy that he requested from our office.  This policy was issued on the life of ******* ***** and has an effective date of March 2, 2013. **** ***** is the owner of this policy.  

  The signatures on the application are digital, they are not wet signatures.

  On February 4, 2025 **** called office and requested the surrender value of the policy, which is $369.12. On that same date, ****** wife called the office to request a full refund of premiums.  That request was denied as she was not the owner of policy.  Additionally, as the policy has been in force over 11 years, there is no basis for refund.

  Based on the request of **** ***** at the time of application, the policy was mailed to his home address.  The policy was set up for automatic bank draft.

  We have been notified that the bank draft has been cancelled.  I have attached a surrender form which **** ***** can complete and return to **********************************.  Upon receipt of the completed form, our office will surrender the policy and the cash value will be released.  If we do not receive the completed form, **** will be notified that the cash value of the policy will be used to keep the policy in force.

   

  Business Response

  Date: 02/21/2025

  Surrender form

• Initial Complaint

  Date:02/15/2025

  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.

  We got a call 8/2022 said he was a representative from Ail and he said they have a new plan if we paid the plan $56.00 and a new amount of $60,02 each month until 10/2024 he would not have to pay insurance he'd be paid up so we agreed and when ****** turned 65 it was to end then they took money out in November,December,January we've called several times they said they would send forms never recieved then 1 call said that plan didn't exist and said they contract out representatives and they don't work for American income life.

  Business Response

  Date: 02/19/2025

  We appreciate ****** ***** reaching out to us regarding this matter.  Our records show that Whole Life policy ******** was issued to ****** ***** with an effective date of August 22, 2022.  The policy has a paid to date of February 22, 2025. The policy was issued as applied for and has a monthly premium of $60.02.The writing agent was appointed with our office.

  This policy is payable for 58 years.  That information is available on page 3 of the policy.  There is no basis for a refund of premiums on this policy.  If the insured wishes to cancel the policy please have them reach out to me directly at **********************************

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:   on August ******* I was called and told if I paid the original amount of $56.00 a month and new amount of $60.02 until I turned 65 then I wouldn't have to pay any more when I called they said there is no plan like that and they out ***** people to silicate to sell policies and they would send forms with directions on what I can change all I recieved was copies of the insurance policies that I have. I want them to honor what I was told when I asked to talk to a supervisor it went to a recording I left a message and never heard from anyone meanwhile each month they keep taking $116.02 out of my checking  account,my wife had to lessened her hours because of market place insurance so it puts us in a bind we thought this was stopping in October 2024

   

  Business Response

  Date: 02/21/2025

  We appreciate the insured allowing our office the opportunity to respond to this.  We cannot honor the request, because we do not offer a life insurance policy that will be paid up with the number of years stated in the complaint.  The insured was issued a new policy to add additional coverage, as you cannot add face value to an existing policy.

  The insured is welcome to reach out to me directly at ********************************** with any other questions.

• Initial Complaint

  Date:02/13/2025

  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.

  American Income Life Insurance manipulated us into buying several policies and we were paying several hundred dollars every single month. Everytime we tried to cancel, they would explain we could get a smaller policy for less money and would add it but not delete the previous policy. We tried to cancel the policies on multiple occasions. We finally canceled everything and cashed out the policies. However, 8 months later we found out that we still had a policy. They had taken the cash amount of $1,500 and was paying the premium with it. AIL is absolutely crooked and after years of battling them, I will NEVER use them again. I will also NEVER recommend them to anybody.

  Business Response

  Date: 02/25/2025

  We would like to thank Mr. ****** for allowing us to respond.  A review of our records shows that Mr. ****** called our office on January 11, 2024 and provided 4 specific policy numbers that he wished to have cancelled. Those policies were removed from automatic bank draft to prevent his account from being drafted during the cancellation process and a cancellation form was sent to him to be completed and returned to  our office for processing.  The completed form was received in our office on January ******* and those four policies were cancelled. 
  
  Mr.****** called our office on June 4, 2024 and inquired on the loan value of his remaining life policy and was offered the maximum loan value of $922.11 which he accepted.  A check for this amount was sent to Mr. ****** which we show cleared our bank on June 24, 2024 and created a loan against the available cash value of the policy.  This, in addition to automatic premium loans placed against the cash value of the policy to prevent it from lapsing caused the policy to lapse without value since no further premium payments were received.
  
  Mr.****** acknowledged during his phone calls with our office that he was aware that he had several policies with our Company and that cash value had been used to pay the premiums using the automatic premium loan provision of each life policy and further stated that he had obtained coverage with another Company which was the reason for the cancellation of the coverage. We do not show where $1,500 were used to pay for past due premiums collectively or individually on any of Mr. ******* policies.
  
  As requested by Mr. ******* the policy is his wifes name has remained active as well as the accident policy covering only Mr. ************* In addition, we also show an accident only policy on Mr. ****** is active for which the annual premium is $1.00 and is currently paid to April 11, 2025. 
  
  We hope to have addressed Mr. ******* concerns. 

• Initial Complaint

  Date:02/12/2025

  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.

  Ive been a customer of this business for over 10 years. I called them on 1/10/2025 and informed them that I wanted to cancel my policy. I argued either that day that my premium should be prorated and I should be refunded the unused portion. They claimed they dont do things that way. Then said they would mail me a letter that I needed to sign and mail back. They also informed me that my policies would be canceled as of 1/26/2025 and 2/22/2025. I had 2 policies. Then in 2/12/2025 they took the monthly premium out of my checking account. I called them IMMEDIATELY upon noticing this. They asked if I had returned the letter they mailed me ( which it took 3 weeks for me to receive ) I informed them that I had mailed it back. They claimed they had not received it yet so until they receive it Im still responsible for the premiums. I feel like this letter mailing thing is all a scam to get one more premium out of people. And it needs to be stopped.

  Business Response

  Date: 02/18/2025

  We appreciate *** ********* for reaching out to us regarding this matter.  Policies ******** and ******** will be cancelled as of their January due date and premiums collected after that date will be refunded.  The policies will then be surrendered for their cash value.  Please allow 7 business days for the transactions to clear.

  Customer Answer

  Date: 02/18/2025

  I have reviewed the business response and accept this resolution.