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

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life - Tommy Vena

  999 E Touhy Ave STE 250 Des Plaines, IL 60018-2704

  
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  American Income Life Insurance Company

  318 Mount Rushmore Rd STE C Rapid City, SD 57701-2762

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  American Income Life Insurance Company

  550 S Alaska St STE 208 Palmer, AK 99645-6372

  

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:02/06/2025

  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 have been trying to cancel my policy with American Income Life insurance for over a year. I have done so in writing. Now they send me a letter that they have taken a loan out on my policy to keep it up to date. It is ridiculous. I want this resolved from a year ago and this loan reversed.

  Business Response

  Date: 02/13/2025

  We would like to thank ***** ******* for reaching out to our office regarding this matter.  We will use the submitted request and this complaint as authorization to surrender the policy.  The surrender value of policies ******** & ******** will be released within the next 7 business days.

  Customer Answer

  Date: 02/15/2025

  I am rejecting this response because:   I want the surrendered value prior to the loan they took out to keep my account updated.  I did not agree to this and cancelled the account months prior.

  Business Response

  Date: 02/19/2025

  The loan value is being added back to the cash value of the policy, then the policies will be surrendered.

  Customer Answer

  Date: 02/20/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/05/2025

  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.

  10/17/24 Elis, an Associate from ***, sold me a new insurance policy. 10/23/24 AIL deducted $145.74 from my checking account for the new policy. 11/11/2024 I requested to cancel the policy (within 30-day period). I requested reimbursement of $145.74, AIL agreed. I also requested copies of all my policies with ***. I did receive the cancellation request to sign and mailed it back. Numerous phone calls, e-mails resulted in no reimbursement, no copies of my policies. 1/15/25 I sent an e-mail requesting status update. The response I got: Good morning,Thank you for this email. I am happy to assist with your issue. Your request has been processed as a check and was mailed 01/06 allow ***** business days to be received.******** N. *****. I don't even know the policy numbers, or what the policies are for! 2/2/25 My last correspondence was "snarky".

  Business Response

  Date: 02/10/2025

  We would like to thank ******* ***** for reaching out to our office regarding this matter.  Per our records, the insured contacted our office on November 11th, 2024,requesting a cancellation and surrender of policy 19894568.  On December 19th, 2024, the insured submitted a change of address form. On December 26th, 2024, a refund in the amount of $145.74 was approved and a check was mailed to the insureds previous address.  On February 6th, 2024, the insured emailed our office advising she had not received the refund check yet.  ********** advised her that a written request is required to reissue the check to the new address. (See attached correspondence).  Duplicate copies of policies 18585556/7 were mailed to the insured on the same date. Once the written request with the correct address is submitted, our office will reissue the refunded check.  

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:   I still have not received any copies of my insurance policies after several requests since, and now they are stating I need to send them a handwritten request to them to receive my refund at my correct address which is attached above even though they have the current and correct address for me on file.  I have also requested in my letter to cancel all of my policies with them and to stop debiting my checking account.  This business does not want to give me my money back!!  I am mailing my request today, 2/19/25, with proof of mailing from the post office.

  Business Response

  Date: 02/21/2025

  We have again requested that duplicate policies be mailed to the new address.  

  Customer Answer

  Date: 02/24/2025

  I am rejecting this response because:   They did finally send me copies of my policies with them!  However, I am still waiting for my refund.  I did send them a certified/return receipt letter, as well as an e-mail stating I wish to cancel all my policies, receive any monies if available, are not allowed to debit my checking account for any reason, my correct mailing address which was signed by me as they requested.  I did receive a response from AIL via e-mail, that I must sign a form requesting cancellation of my policies.  They stated I could do all of this electronically, to which I did and sent back to them.  The waiting game continues.

  Business Response

  Date: 02/27/2025

  we would like to thank ******* ***** for reaching out to our office regarding this matter.  Per our records, the back office accounting department issued a stop payment request and reissue check to address ****************** on 2/25/2025.  The check will be reissued on 2/27/2025 and will be mailed out on 3/6/2025.  Please allow this time period for the check to arrive and if the check does not arrive after this given time, please reach out to our office and we will address the delay directly.  Thank you for your patience in this matter.

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:   I still have not received my refund which is the original complaint!

• Initial Complaint

  Date:02/03/2025

  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.

  One of my children has an account with *********************************************. My child does not live with me. American Income has repeatedly called my home asking for my daughter. I have asked politely that they call her phone and have verified that they have her correct phone number. I have done this every time they have called and have been assured that they removed my phone number. They obviously have not deleted my information, as I just received another phone call. The gentleman, ******, did not even verify who he was talking to, he immediately told me that I missed an appointment on Friday. I told him that I did not because I do not use their company. I explained that I have repeatedly asked them to delete my phone number and it has not happened yet. I know that I spoke to this gentleman on at least one other occasion. This is a list of phone calls in the past month: January 6th 8;24 pm, January 9th 1:21 pm, January 12th 2:25 pm, February 3rd 1:48 pm. There were calls prior to January 6th also, but my phone only keeps a call log for 30 days. I would not ever use this company and I am advising that my daughter stop using them for their harassing and unprofessional manners.

  Business Response

  Date: 02/13/2025

  We would like to thank ***** ***** for reaching out to us regarding this matter.  We have notified the agency which received the lead to cease and desist with further contact attempts.  Should ***** receive another call, we would appreciate her reporting that phone number to **********************************.

• Initial Complaint

  Date:02/02/2025

  Type:Sales and Advertising 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 am trying to get information regarding a policy loan charge, I received a statement from American Income Life that I had a policy loan of $2,210.23 and that I owed ****** in interest. I called to inquire about a policy loan because I had not taken a loan. I was told by ****** that I had not paid any premiums since 2013 and the money was being taken from the policy to pay the premiums. I explained that my payment of $15.00 is from ************ and is delivered electronically via auto-pay monthly. I then had auto-pay statements sent to AML as proof of monthly payment. I spoke to ******** in December 2024, and she said they had been receiving the premium payments however, the statement was for a loan. I explained I don't remember a loan, however, please send me the information. She said it would be mailed it December 17th because they can't email it. No information was sent. I spoke to **** on Jan 7, 2025, requesting the same information and she said she was mailing it, January 7th. However, I received no information. I sent a letter requesting the information and it was delivered January 22nd. I feel like I am being lied to because when I ask for information regarding the loan; I get crickets. I am requesting information on the policy loan charges, and payments to be presented to me as requested by mail for policy #*******. I don't want my family to have to deal with this after I am gone therefore, I would like it cleared up now. Instead of sending me the information requested, *** sent me a statement for ***** as usual. What does that mean? What happened to the information requested? Is there policy loan, and if so why can't I get the information regarding it? Thank you for your assistance.

  Business Response

  Date: 03/11/2025

  5409864  Thank you for reaching out to our office regarding this matter.  We will prepare a loan audit and provide it to Ms. ***** directly.  We have received the bank statements that she has submitted and will review them and provide a response to her payment questions.

  Customer Answer

  Date: 03/12/2025

  I have reviewed the business response and accept this resolution. However, I would like it to be within a reasonable amount of time. It has already been 4 months without a response. It should not have taken that long to get a response. I will be expecting the report within the next 2 months. I am not waiting months and years. 

• Initial Complaint

  Date:02/01/2025

  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 was convinced to convert my life insurance from term to whole. At that time I also submitted paperwork for all payments to be withdrawn from the same account. That was never processed. In addition, it appears that I have been paying for both the term and whole life policies when the term should have been ended.When I tried to cancel all my policies and move to a company I can trust, I was told the bank drafts had been ended and a cancellation form mailed. Instead of a cancellation form I received requests for payment for the policies I'm trying to cancel.I want all my policies cancelled immediately and if I have been paying for both term (********) and whole (********) life for myself then I expect the term life payments to be refunded for the last year that they should not have been paid.

  Business Response

  Date: 02/04/2025

  We would like to thank *** ******* for allowing us to respond. A review of our records shows that a request to convert the term coverage under his policy number ******** was received in our office on May 24, 2024 which resulted in policy number ******** being issued.  A letter dated June 5, 2024 was sent to *** ******* confirming the conversion and informing him that the premium for  policy number ******** had been lowered to $55.16 due to the term portion of his coverage being converted to whole life.  The new premium of $55.16 was effective with the June 1, 2024 draft.
  
  The letter was sent to the same address that *** ******* provided to the Better Business Bureau and we do not show the letter was returned by the *********** as being undeliverable.  Since the conversion of the term coverage occurred in a timely manner and proper notification was provided to *** ******* there is not a refund of premiums due. 
  
  On January 15, ******************************************************************************** the household.  All policies were removed from automatic bank draft to prevent the account on file from being drafted while in the cancellation process and cancellation forms were emailed to the email address on file on January 21, 2025 to be completed by *** and Mrs. ******* and returned to our office for processing. Please note the email address on file for the customer corresponds to the email address *** ******* provided to the Better Business Bureau.   
  
  New cancellation forms are being emailed to the customers which must be fully completed by each customer and returned to our office for processing and must include all policy numbers to be cancelled.  We hope to have resolved ***Nisticos concerns.  

  Customer Answer

  Date: 02/04/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/01/2025

  Type:Order 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.

  In Sept 2024 I canceled my Whole Life insurance policy and have been seeking payments from the company since. I have made 7 calls so far to the company each time assuring me they have everything they need and the check is on the way. When I call back they always have a different excuse as why I haven't seen the payment. On some calls they have asked for additional verification and signed documents which I have promptly provided. Four months later and I am still fighting with the company to receive the payment from my Whole Life Insurance Policy. The last few calls have been with Supervisors and ********************** but I still haven't not been able to get ************* cancelation of the policy was due to harassing calls trying to upsell more services, in which they would call 3 or more times a day every day.

  Business Response

  Date: 02/07/2025

  We would like to thank ******* ******** for reaching out to our office regarding this matter.  Per our records, ******* called our office on January 3rd, 2025 to request a reissue of the check and unfortunately, our accounting office denied the request due to it not coming from the policy owner.  ******* called our office again on January 31st, 2025 and was advised that at this time, the request needed to come from the policy owner, ******* Sail.  on February 3rd, 2025, ******* Sail called our office and requested the funds be released via *** deposit.  He was advised that we would need a voided check in order to complete the *** deposit process.  Once this has been received, the fund will be released via *** deposit.  Please let me know if I can be of further assistance.

  Customer Answer

  Date: 02/10/2025

  I am rejecting this response because:   
  We have had the policy owner request originally and they still had not sent the check, I called and they said they needed written documentation from my dad and we sent that and they still didnt send the payment. My dad called as they stated and sent a voided check, we still have not seen payment. We tried calling again today and wait times were 40 min. We will try again tomorrow. Each time we call they request new information, although they claim to have had the information to have sent payment twice already but we still have not seen any payments and this has been going on since September.

  Business Response

  Date: 02/13/2025

  We would like to thank ******* ******** for reaching out to our office regarding this matter.  Per our records, we have not received the requested voided check required to release the funds via ACH deposit. Please see attached email correspondence advising to resubmit the voided check required to release the funds.  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 02/27/2025

  We reached out again, this time providing a voided check to get payment via direct deposit as directed. It has now been a month, they confirmed receipt of the voided check but still have yet to provide payment. They have yet again come up with another peices of documentation that they need before giving payment. We continue to provide everything they ask for and are give a period in which to expect payment that time passes and they come with another set of docs needed. This has been going on since sept 2024 with constant calls and still have seen no payment.

  Business Response

  Date: 03/18/2025

  In error the refund was direct deposited to the insured original bank account.  *** office will reach out to the insured today and will correct the deposit.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair 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.

  My mom passed away October 16, 2024. A week later we filed for the life insurance she had been paying into for years. Every two weeks they would ask for new documents to prove her death was accidental. We would send the documents multiple times, for them to say they received them and then ask for them again 2 weeks later. The coroners report states in there it was an accident, the death certificate stated it was an accident, and even the ambulance report was sent. Yet, we are at 4 months later and still trying to get her life insurance that is owed. We have exact dates that documentation was sent to them- the numerous times, and all the times they asked for the same documentation again- if those dates and emails are needed. Its at the point now we will have to get an attorney, which is more more money we have to pay in order to get what my mom has paid into all these years. She trusted this company, and they have now lost all of our families business.

  Business Response

  Date: 02/03/2025

  We would like to thank ***** ***** for reaching out to us regarding this matter.  In order to investigate we will need the policy number and the name of the insured.

  Customer Answer

  Date: 02/12/2025

  I have reviewed the business response.

• Initial Complaint

  Date:01/30/2025

  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.

  American Income Insurance Currently being contacted multiple times a day about policy changes and setting up appointments to review policy changes. I am not the person they are trying to contact and have been saying that for over 2-3 years at this point in time. I have had a supervisor place notes on the account attached to my phone number that its the wrong person and to not contact. Supervisor said that they are not able to remove numbers. Most current number that has contacted me is *****************. At 5:45pm CST. Wanting to setup a meeting at 9pm CST tonight to go over there policy changes. The account they are harassing me for is from 2014, under the name ******** ****. Im getting tired and frustrated with the constant harassment about this account. I am not related to or at all legally in charge of the above names affairs. Attached is the text from the number that contacted me.

  Business Response

  Date: 02/05/2025

  We would like to thank ******** for allowing us to respond.  As requested, we have added his information to our internal Do Not Call list and have asked the office that handles his area to mark their records accordingly and remove his phone number from their system. 
  
  We apologize for any inconvenience this situation has caused Mr. ******************

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair 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.

  Took out policy # *******, 21 years ago for my husband, myself, and daughter. Dealt with this company because they work with the local Unions and my husband is in the trades so it seemed to be reputable. Our premium has been debited from our checking acct. every month and its just one of those things you dont even think about, because we all know you only need life insurance when you truly need it. Last July of 2024 , my daughter was automatically removed from the policy because it expired when she turned 21. I have tried numerous times since then because our checking acct has not been debited the new premium amount as stated in their letter.Trying to get a hold of someone is absolutely impossible. I have tried every # that is on every piece of paper that I have from the inception of this policy and either sit on hold for hours or when I do speak to someone they say I have to speak to another ***** and no one ever calls me back. I have even called insurance agents in the area that are listed and again, no return call. This company is a scam! I even wonder if in fact we have a policy! I would like for someone from their company , if it even exists to reach out to me because I want to know the cash value of the policy and would like to surrender the policy once and for all and cut ties with this disgraceful company! My next step if to report them to the Department of Insurance

  Business Response

  Date: 02/03/2025

  We would like to thank ****** ***** for reaching out to our office regarding this matter.  Per the insured's request, policies ******* and ******* have been cancelled and surrendered.  (See the attached letters outlining the change in premiums for policy 9009122.)  Please allow 7-10 days for the checks to arrive.

  Customer Answer

  Date: 02/03/2025

  I am rejecting this response because:   The documents that AIL attached to their response do not support their answer. The attached letters are ones I received last June stating that the child rider was going to term due to my dependent turning 21. My complaint that I filed with the BBB had NOTHING to do with the child rider which already canceled. The issue I had was canceling & surrendering the policy for ****** (*******) & ******(*******). *** needs to provide me with the proper documents reflecting that these policies have been cancelled and the info. regarding the surrender value of these policies.

  
  

  Business Response

  Date: 02/04/2025

  We are responding directly to the insured with the surrender value which has been released.

  Customer Answer

  Date: 02/04/2025

  I have reviewed the business response and accept this resolution.

  For now I will wait to see if both policies have truly been canceled and if I receive the correct surrender value via check as was previously stated.

• Initial Complaint

  Date:01/28/2025

  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.

  A false life insurance policy issued in my husband's name. His name is ****** ********. We never saw the agent, nor authorized this policy. We have tried for three days to get in touch with AIL, but waiting an hour on the phone, then getting disconnected. They are going to start withdrawing funds from my account on Feb. 1/25. We do not want this policy, but can not seem to get it cancelled.

  Business Response

  Date: 02/03/2025

  We would like to thank ******** ****** for reaching out to our office regarding this matter for ****** ********.  Per the complainant's request, policy CD2520133 has been cancelled.  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 02/03/2025

  I have reviewed the business response and accept this resolution.  Someone finally called me back and the policy has been cancelled.  Thank you for an expeditious resolution to my complaint. 

  Respectfully 

  ******** McNair