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Business Profile

Insurance Companies

American Income Life Insurance Company
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/28/2025

      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.
      Over the last few years, I have been battling With American Income Life Insurance company to cancel my policies that I had on my three children. Policy number *******, ********, and ********. I finally was able to cancel my policy via them and received extremely minimal refund for my policies when I did. Mind you I paid $69 a month for numerous years. And only received about $300 total. At this point, I decided to leave it be since I believed my policies were finally canceled, and I would not have to deal with them anymore. However, I have been receiving letters in the mail saying to “reinstate“ your policy please send payment of X amount. Today I received what appears to be three bills for each policy claiming that I them interest payments on these policies, which have been closed for over a year. When I finally closed these policies last year, I made it blatantly clear that I do not want any correspondence or “bills“ from this company at all, or I would seek legal counsel and litigation against this company for harassment. Final cancellation form was sent via email and received last May in 2024. See attached photos.

      At this point, this complaint to the Better Business Bureau is my last option prior to litigation. This business needs to completely remove me from their contact information and absolutely stop sending me these ******** bills on policies that are no longer active. This needs to happen immediately.

      Business Response

      Date: 06/02/2025

      Policies ********/20/21  These policies were not cancelled.  In March 2024 the complainant called in to cancel.  A cancellation form was mailed to him in order to process the cancellation.  The form was not returned to our office and the policies were not cancelled.  The last premium drafted on the policies was returned by the bank.  This caused the APL (Automatic Premium Loan) provision to activate to keep the policies in force.

      As a courtesy our office will apply the APL's back to the cash value of the policies.  The policies will be surrendered as of April 2024.  Please allow 7 business days for the surrender value to be released.

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      American income life keeps harassing me by calling and texting me multiple times a day trying to get ahold of someone named **** ********. I have told representatives multiple times through both text message and phone calls I do not know that individual and to remove my number their network. It has been months of this constant harassment and I need it to stop.

      Business Response

      Date: 06/03/2025

      We would like to thank ******* ***** for reaching out to our office regarding this matter.  A request has been submitted to our Consumer Relations and Resolutions Team to remove Mr. ***** from any internal database and cease any further attempts at contact.  Please allow 5-7 business days for this request to be processed.  If any future attempts at contact are made, please provide the phone number used and we will address it on an individual basis.  We hope to have addressed Mr. ******* concerns.  Please let our office know if we can be of further assistance. 

    • Initial Complaint

      Date:05/24/2025

      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.
      I have been attempting to cancel my policy with this company for over 6 months. I called in September of 2024, and was told I could cancel but I had to fill out paperwork that would be emailed- which I never received until several phone calls/emails later in March of 2025. I ended up having to file a fraud charge with my bank because I continued to be drafted the policy. I returned the paperwork and I am now being refused my cash value stating it is going to cover the premium which is on auto draft. I have called the company multiple times, filled out the required paperwork, and have taken every action I can to communicate I no longer want this policy and would like them to choose to be honest and return what is owed to me. Per the email I received from the company, the policy has a cash value that I would like returned to me.

      Business Response

      Date: 06/03/2025

      Policies 15808834/33 have been surrendered/cancelled as requested. Please allow 7 business days for the funds to be released.

    • Initial Complaint

      Date:05/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I started a policy with AIL around 2018 or 2019. I would receive calls about upgrading my policy. I finally gave in and upgraded my policy but in actuality, I was opening a whole new policy and was never told. I called to cancel the policy because I had three policies with them for no reason. I finally went down to two policies. I have been trying to cancel the policies and they told me that I needed to send in paperwork to cancel them and receive a refund of all the payments I made towards both policies. I made sure to ask the representatives was this possible and they assured me that it was. I sent in the paperwork and didnt hear from anyone so when I reached out they said oh we never got the paperwork and your policies lapsed. They then started giving me the runaround about the situation. I then emailed about receiving a refund and I sent an email in January and had to email them again and it now May to get a response. I still have yet to receive a refund for the policies like I was supposed to. I feel like it is a scam to keep peoples money because they gave me a refund and processed it over the phone but then I request a refund for the other policies and now its a problem.

      Business Response

      Date: 05/26/2025

      According to our records you were issued a Whole Life policy ******** with an effective date of April 9, 2019.  You surrendered this policy as of 09.10.2023 and the surrender value of $15.55 was direct deposited to the bank account from which premiums had been drafted.

      In September 2021 you applied for Whole Life coverage 17497163.  That policy was cancelled as of the date of issue and a full refund in the amount of $356.40 was direct deposited to your bank account.

      There are no further funds owed.  While policy ******** was in force you had the security of coverage.  The policy makes no provision for a refund of premiums outside the examination period.

       

    • Initial Complaint

      Date:05/21/2025

      Type:Product 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 have been in contact with this company about canceling my policies since November 2024. I talked to someone in their office and they stated that the policy has been canceled. Now being May ******************************** about my active account, that was canceled back in November 2024. I would let you to reach out and let them know this policy is not needed or wanted anymore. I am also entitled to money back that I have yet to receive.

      Business Response

      Date: 05/28/2025

      We would like to thank Ms. ******** for allowing us to respond.  Our records show an email from Ms. ******** dated September 16, **************************************************************** our office; her polices were removed from automatic bank draft and a cancellation form was sent to her to be completed, signed and returned to our office for processing.  While one of the cancellation forms was received fully completed for Ms. ********* accident policy, the cancellation form for the life policies for Ms. ******** and *********** dated November 5, 2024 were not completed correctly and we were unable to process their request.          

      Since the policies were removed from bank draft and no premiums were paid, the automatic premium loan provision of the life policies was put into effect to prevent the policies from lapsing which created a loan against their respective cash values.  In order to resolve this matter, we have reversed all automatic premium loans that have occurred and have cancelled the life policies for their full cash surrender value.  In addition, any premiums drafted after November 5, 2024 have been refunded to the customers.

      We hope to have resolved this  matter for Ms. *********************

      Customer Answer

      Date: 05/28/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:05/21/2025

      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.
      I began attempting to cash out life insurance policies on 5/12/25 with an explanation to AIL that there was an urgent need to do so to allow me to then purchase irevocable funeral contracts on behalf of my mother. This removes an asset from her ******** application which she desparately needs to allow her the long term care she requires currently. AIL is dragging their feet on what should be a simple transaction and I am getting nowhere quick enough and they don't appreciate the health issues they are escalating by their inactivity. Should be very simple cancelation form sent via email, cancel policy, mail or electronically deposit refund. I have called several days as well to express concern for deadlines that must be met for ******** application they are holding up, they simply are not moving on this quickly enough.

      Business Response

      Date: 05/29/2025

      We would like to thank **** ***** for reaching out to our office regarding this matter.  Per our records, the following policies have been cancelled and surrendered:

      12472656 - Cancellation request form received 5/12/25.  Check #****** in the amount of $432.60 was issued May 27th, 2025 and has not cleared our account to date.

      15437211 - Cancellation request form received 5/12/25.  Check # ****** in the amount of $1,232.50 was issued May 28th, 2025 and has not cleared our account to date.

      15468713 - Cancellation request from received 5/12/25.  Check # ****** in the amount of $303.60 was issued May 24th, 2025 and has not cleared our account to date.

      5765408 - Cancellation request form received 5/12/25.  Check # ****** in the amount of $4,703.39 was issued May 27th, 2025 and has not cleared our account to date.

      We hope to have addressed Mr. ****** concerns.  Please let our office know if we can be of further assistance.

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For over 6 months in 2024 we were contacted multiple (3 to 8) time a day via phone calls.We have told them that we do not want to make any changes to our policy and if they need to get us information to mail it to us and to quit calling us. Now it is 2025 and we have been getting multiple (4 to 6) times a day via phone We have told them that we do not want to make any changes to our policy and if they need to get us information to mail it to us and to quit calling us. They call right back from a different phone number everytime. This is getting very old quick. We have had out policy for around 9 years. They need to learn to use the ************** if they need us to know anything.

      Business Response

      Date: 06/04/2025

      We would like to thank Ms. ********* for allowing us to respond.  The independent contractors who sell our products will oftentimes contact existing customers to present new coverage for which the customer may qualify or to review existing coverage and make any necessary changes depending on the customers current needs which appears to be reason for the attempted contact.

      As requested, we have added the customers contact information to our internal Do Not Call list and have asked the local office that services their area to mark their records accordingly.  Please note that it may take up to 7 business days for this change to go through our system during which time they may be 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. 

      We hope to have resolved Ms. ********** concerns. 

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair 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.
      My grandfather passed away almost 2 years ago and I was informed that my grandfather had purchased a policy with this company. I was listed as a beneficiary to an account and once I found out, I wanted to cancel this policy, I have called this company multiple times and each time I spoke to a different person and each time I have been asked for different information and needed to provide different things. I have been given the run around each time I have spoken to this company and I have made it VERY clear I wish to cancel this plan that my deceased grandfather has purchased. At first, I was denied access and the employee was unable to provide me with any information why and also mentioned that the death certificate needed to me emailed, which it was emailed a week prior to me calling to take care of my part and I provided confirmation that it was sent. The next time I called trying to cancel this policy, I was sent an email to transfer the account in my name to cancel and the form required my deceased grandfather signature for the transfer to be approved. I called again and seemed like I was having better luck and then I was told that the death certificate looks like it was applied to all of his accounts minus mine, I was transferred three times before another person told me they do not have the death certificate. My brother was able to do his part with little problems. They have the death certificate but seems to not want to link it to my account. I am unable to cancel this policy because this company is making it nearly impossible to get anything done and is holding whatever value my grandfather has left me. This company is prying on my grief. I just want to close this policy and be able to move on from this difficult time and not have to keep stepping into this mess. I don't know how much more clear I can make it to this company. They don't seem like they are willing to help otherwise.

      Business Response

      Date: 05/28/2025

      We would like to thank ***** ******** for reaching out to our office regarding this matter.  Policy ******** has been cancelled per request and the available cash value of $755.84 will be mailed in 5-7 business days.  We hope to have addressed Ms. ********** concerns.  Please let our office know if we can be of further assistance.

      Customer Answer

      Date: 05/29/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I canceled my life insurance policies on 5 Dec 2024. I have yet to receive my refund from one of them. I've been calling every month, multiple times a month, and still no refund.

      Business Response

      Date: 06/02/2025

      We would like to thank ******* **** for reaching out to our office regarding this matter.  Policies ******** and ******** have been cancelled and any available cash value will be surrendered to the insured.  Please allow 7-10 business days for this to be completed.  We hope to have addressed Ms. ****** concerns.  Please let our office know if we can be of further assistance.

    • Initial Complaint

      Date:05/16/2025

      Type:Sales and Advertising 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'm being regularly harassed by sales people representing American Income Life. I was talked into a policy that I ended up cancelling several years ago because I wasn't happy with the service provided. ever since then about once a month I receive a sales call from them. They use new phone numbers every time, so I can't block them and they try to disguise that they are representing American Income Life. I would like this company to stop contacting me.

      Business Response

      Date: 05/29/2025

      We would like to thank ****** ****** for reaching out to our office regarding this matter.  A request has been submitted to our Consumer Relations and Resolutions Team to remove Mr. ****** from any internal database and cease any further attempts at contact.  Please allow 5-7 business days for this request to be processed.  If further attempts at contact are made, please provide the phone number used and we will address it on an individual basis.  We hope to have addressed Mr. ******** concerns.  Please let our office know if we can be of further assistance.

    American Income Life Insurance Company is BBB Accredited.

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