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

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.

Initial Complaint
Date:05/14/2025
Type:Billing 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.
Me and my daughter applied for life insurance in August of 2024, I was accepted but my daughter recieved a denial letter, I also recieved my policy information which my daughter never did, I had my daughter to review my bank statement American Income took debited my account for a policy that my daughter was denied I have spoke to several people from that company no resolution as of today.
Business Response
Date: 05/27/2025
We would like to thank ******* *** for reaching out to our office regarding this issue. After a search of our records, it appears that a policy modification letter was sent to the insured, not a denial letter. Therefore, the policy was issued and monthly premiums were drafted on policy ********. ********** received a phone call from the insured on May 14th, 2025, and a requests for policy cancellation and a refund of premiums were made. Policy ******** was removed from automatic bank draft and placed on direct billing during the cancellation process. It does not appear that the written cancellation request has been returned to our offices. Please fill out and sign the attached cancellation form to complete the cancellation process. We regret that we are unable to honor your refund request of premiums since September 2024, as the Company was on risk and would have paid any eligible claim while your daughter's policy was in force.
We hope to have addressed Ms. ***** concerns. Please let our office know if we can be of further assistance.
Initial Complaint
Date:05/12/2025
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.
American Income life will not stop calling me about an insurance policy from work. Total harassment, is there anyway they could stop calling me, I would truly appreciate it. I don't want any of their products. They can mail me whatever information they want me to have. Just stop calling.Latest is **** ****** ************.
Business Response
Date: 05/21/2025
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 to contact him. Please allow 3-5 business days for this request to be processed. Please let our office know if we can be of further assistance.
Customer Answer
Date: 05/21/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/12/2025
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.
On December 3, 2024, I called American Income Life and asked a "*****", to cancel 2 of my policies. He said they would send me a form to fill out via e-mail and to disregard any future premiums. It never came. I called and wrote letters and on April 7, 2025, I finally received a form to request cancellation. I SENT IT BACK IMMEDIATELY, ASKING FOR my cash value checks be sent to me by mail. I ALSO ASKED THAT MY DATE OF CANCELLATION WOULD BE EFFECTIVE ON THE DECEMBER 3RD DATE I HAD FIRST REQUESTED TO CANCEL. I ALSO HAD ANOTHER PERSON ON THAT PHONE CALL as a witness. I want my cash value due me as of Dec. 3, 2024.
Business Response
Date: 06/03/2025
We would like to thank Ms. ***** for allowing us to respond. A review of our records shows that Ms. ***** called our office on December 3, 2024 to request the cancellation of her coverage and cancellation forms were sent to Ms. ***** to be completed, signed and returned to our office for processing.While cancellation forms have been returned they have only been partially completed and we were not able to effectively cancel her coverage.

Since policies were removed from automatic bank draft to prevent her account from being drafted while in the cancellation process and premiums were not paid the automatic premium loan provision of each life policy was activated to prevent her policies from lapsing. In an effort to resolve this situation we have reversed all automatic premium loans placed against the policy since December 3, 2024 and have cancelled her coverage for their respective cash surrender values.

We hope to have resolved this matter for the customer.
Customer Answer
Date: 06/05/2025
I need to know when I can expect payments of my two insurance cash surrender values as of DECEMBER 3, 2024. FYI. I sent them letters on 3 occassions asking for this with my SIGNATURE. LEGAL request. They ignored and NEVER called to ask for my "signature" on their form. It would have bern easy to do.
Business Response
Date: 06/09/2025
As indicated in our previous response, both policies belonging to *** ***** were surrendered based on her request for cancellation on December 3, 2024. The checks for each policys available cash surrender value were mailed on June 3, ******************** **************** hope to have resolved this matter for the customer.
Customer Answer
Date: 06/09/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/12/2025
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.
I sent the first claim regarding an accident with my daughter that happened at school on November 27th, 2024, but I mistakenly indicated in the claim form November 11th, as the date of accident, after 2 weeks of not hearing back from AIL, I sent them an updated email with correct date and supporting documentation, including email exchanges between my family and with school showing clearly that the accident happened on November 27th and that we took our daughter to the ** within 24hours of the accident to check for broken bones ( 2nd email was sent on May 2nd) and no response until now. Never missed a payment to the monthly fee and first time I send a claim and no response from ***. Terrible customer service! police holder under ******** ****
Business Response
Date: 05/21/2025
We would like to thank Ms. ***** for allowing us to respond. Our records show that a claim for benefits under the accident policy was received in our office on April 18, 2025 and based on the information provided by the customer no benefits were payable since the date of the injury and the date the insured child was seen exceeded the 72 hour window for an emergency visit benefit to be considered. ************** provided the corrected claim form and supporting documents that showed the correct date of the accident, the accident benefit totaling $150.00 was paid on May 1, 2025. We show this check cleared our account on May 15, 2025.

We hope to have resolved this matter for the customer.
Customer Answer
Date: 05/21/2025
I have reviewed the business response and accept this resolution, however *** took too long to respond, I needed to call them to be informed that the date on the first form was wrong. So many easy ways to inform by email or website and they don't give you updates using the quickest form. I got a written letter after 2 weeks of the call stating that the claim was denied due to the wrong date. The agents from *** don't stop calling and keep calling offering more products and higher insurances but they don't give us a quick response.
Initial Complaint
Date:05/11/2025
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.
This is my correspondence to AIL. I need help getting my rightful ********* name, the insured is ********* A ******, Born **********, Address: *************************************************, Phone: ************, SSN last 4 digits: 9165, At first my last name was ****** which I have changed. I still haven't signed the docs because I do not want to sign my money away. I request that my money be reimbursed to me, amounting to $25,000.00 minus $4,000.00. When I first purchased AIL, I was assured that if I ever needed to cancel, all my funds would be reimbursed. I could have put all that money into savings and avoided dealing with this greedy company that takes advantage of less fortunate families.I don't understand why I was advised to take a loan in January instead of canceling my account and getting my cash back. Now I've received a bill for $119.11, which feels unfair. According to my calculations, you owe me approximately $21,000 after deducting the $4,000 I borrowed in January. As a senior citizen, I need money for essentials like food and utilities.I kindly request the return of my money. This is what is called the fleecing of America. People are entitled to their money. When I was a kid, you could buy a home like the one I'm living in now for $5,000. Nowadays, homes are priced much higher, and a new car that used to cost $1,000 now costs significantly more. A house with just one bathroom is now $547,000. I went to ship a box **** not even out of the country, a small box not very big or heavy $25.43.
Business Response
Date: 05/14/2025
This complaint is for American Income Life Insurance Company (NAIC *****), rather than Globe Life and Accident Insurance Company (NAIC *****); we cannot answer this complaint.

Please reclassify to American Income Life Insurance Company (NAIC *****).

Kindly reply to this email to ensure receipt, thank you.

***** ****** (she/her/hers)
Legal Affairs Specialist, Legal OKC | Globe Life And Accident Insurance Company
d: ************** | f: **************
***********************************
****************************

Customer Answer
Date: 05/14/2025
The phone number on the complaint, complaint #*********** incorrect. It should be **************
Thank you
********* A ******
Customer Answer
Date: 05/14/2025
Complaint is not against Global Life - It is against AIL American Income Life Insurance
Customer Answer
Date: 05/20/2025
AIL is requesting that I cancel my policies but hasn't clarified if I will receive the amount I contributed. I suspect they want me to cancel without paying the $25,000 minus $4,000. I need them to confirm the refund amount before I proceed with the cancellation. AIL keeps sending me bills that I can't pay anymore because my pension ran out. That is the very reason I need to cancel my insurance. I know once I cancel, they will not pay me. If I were to die, they would put more money than $25,000 towards my death. I can't even afford food.

Regards.

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

Customer Answer
Date: 05/21/2025
Please, I ask you again, confirm if I will receive the $25,000 minus the $4,000 I put into the policies.

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

Customer Answer
Date: 05/27/2025
This is outrageous. When I got the loan, I was advised it would be better to get the loan
rather than close my
account
. I told them I couldn't pay it back right away because my
pension was used up and I am broke. They said I wouldn't have to pay it back for a year. That was in January or February, and the year isn't up until 2026.. For being a customer who has paid out for nearly 22 years, this is the thanks I get. It is outrageous that a multi-billion dollar company cannot repay the money owed to me. That's just evil. I have post polio syndrome, one leg in a wheelchair and they want to put me in the street. I do not deserve this. I am s senior citizen and do not even have enough money to pay all my bills. I have been unsuccessfully searching for a job for the past two years. This situation is extremely distressing. Through the years *** put pressure on me to buy their insurance. Initially, I believed the payments would cease when I turned 62, but then they informed me that I would have to continue paying until death. After borrowing my own money under duress, I'm now required to repay it early. This situation is senseless; I could have saved all that money and avoided these issues. Also I read in one of the *** complaints that a person wrote that she cashed out one of her policies. They did not tell me that I could cash out on my policies.

This is America. I always have paid my bills, I don't break the law and I am a very hard worker. That doesn't make a difference here now does it? Growing up I was taught that is the way to be. Also kind, compassionate and caring.

I am rejecting the company's response. They are a cruel and ruthless company.

They tell me contrary things. I am cancelling my account anyway and I am not paying anymore money on this. Now they are threatening me, good grief, you try and try all your life to do the right thing and all goes wrong,

They are now turning everything around. I want my $25,000 minus the $4,000 I borrowed which they should of informed me I could of cashed it out.

BBB please response.

Please help me.

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

Business Response
Date: 05/28/2025
According to our records you were issued Whole Life policy ******* with an effective date of May 22, 2023. The Face Value of the policy is $10,630. On January 9, 2025 a cash loan in the amount of $4,000 was direct deposited to your bank account. This loan accrues interest at 8% pursuant to the terms of the policy. Your current loan balance is $4,119.11. The cash value available for surrender is $69.11.
Policy ******* is a Whole Life policy that pays full benefits upon the death of the insured.
Policy ******* is an Accident policy with no cash value.
Policy ******** is a Whole Life policy with an effective date of October 14, 2017. The policy has a Face Value of $4,200. This policy has a surrender value of $698.59. This policy will only pay full benefits upon the death of the insured if the policy is in force.
Policy ******** is a Cancer policy. It has no cash value.
Policy ******** is a Whole Life policy with an effective date of September 15, 2018. The policy has a Face Value of $3,000. This policy has a surrender value of $446.01.  This policy will only pay full benefits upon the death of the insured if the policy is in force.
I have attached a surrender cancellation form. Please complete the form listing all policies that you would like to cancel or surrender and return it to my attention at **********************************

thank you

Customer Answer
Date: 05/30/2025
I I don't understand why I was advised to take a loan in January instead of canceling my account and getting my cash back, especially since I wouldn't have to pay it back for a year. Now I've received a bill for $119.11, which feels like people in this country always trick us into giving away our hard-earned money. According to my calculations, AIL owes me approximately $25,000, minus the $4,000 I borrowed in January. As a senior citizen, I need money to survive just like everyone else, and we are all suffering without enough to get by anymore for essentials like food and utilities.

I kindly request the return of my money. This is what is called the fleecing of America. People are entitled to their money. When I was a kid, you could buy a home like the one I'm living in now for $5,000. Nowadays, homes are priced much higher, and a new car that used to cost $1,000 now costs significantly more. A house with just one bathroom is now $547,000. I went to ship a box **** not even out of the country, a small box not very big or heavy $25.43.

The emails I have sent to you along with AIL seemed to have vanished from my sent items. I do not know what is going on: however, The above is the only email I find that I have sent to you.

They are treating me as if I did something wrong, even though I was acting in our best interests. I am out of money because my pension has run out, and my SSA check isn't enough to cover all my expenses.

Despite paying on time every month for all these years, they now show no compassion for my feelings whatsoever. If they listen to the recordings from our phone conversations, they claim to have, they will hear that I was under duress when I took out the loan. When I took out the loan, I informed the representative that I preferred to cancel my insurance. I also mentioned that I didn't have the funds to repay them. She assured me that I wouldn't be charged anything for a year. Well in my book a year is 12 months. And she knew that is what I was thinking back on January 10, 2025.

If I had known that something like this would happen during tough times, I could have put it in the bank and accrued interest every month for the past 23 years. This is not right, it is pure evil. They owe me $25,000 that I put in over the past 23 years, minus $4,000 that I borrowed from my own money and have to pay back with interest??? WOW, big corporations sure know how to beat the little guy down.

It's difficult to win against big corporations; they have billions of dollars and can easily exploit a disabled senior citizen with their legal jargon. What should I do now? They are avoiding everything I have said.

Sincerely,

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

have reviewed the business response and accept this resolution.
Customer Answer
Date: 05/30/2025
I don't understand why I was advised to take a loan in January instead of canceling my account and getting my cash back, especially since I wouldn't have to pay it back for a year. Now I've received a bill for $119.11, which feels like people in this country always trick us into giving away our hard-earned money. According to my calculations, AIL owes me approximately $25,000, minus the $4,000 I borrowed in January. As a senior citizen, I need money to survive just like everyone else, and we are all suffering without enough to get by anymore for essentials like food and utilities.

I kindly request the return of my money. This is what is called the fleecing of America. People are entitled to their money. When I was a kid, you could buy a home like the one I'm living in now for $5,000. Nowadays, homes are priced much higher, and a new car that used to cost $1,000 now costs significantly more. A house with just one bathroom is now $547,000. I went to ship a box **** not even out of the country, a small box not very big or heavy $25.43.

The emails I have sent to you along with AIL seemed to have vanished from my sent items. I do not know what is going on: however, The above is the only email I find that I have sent to you.

They are treating me as if I did something wrong, even though I was acting in our best interests. I am out of money because my pension has run out, and my SSA check isn't enough to cover all my expenses.

Despite paying on time every month for all these years, they now show no compassion for my feelings whatsoever. If they listen to the recordings from our phone conversations, they claim to have, they will hear that I was under duress when I took out the loan. When I took out the loan, I informed the representative that I preferred to cancel my insurance. I also mentioned that I didn't have the funds to repay them. She assured me that I wouldn't be charged anything for a year. Well in my book a year is 12 months. And she knew that is what I was thinking back on January 10, 2025.

If I had known that something like this would happen during tough times, I could have put it in the bank and accrued interest every month for the past 23 years. This is not right, it is pure evil. They owe me $25,000 that I put in over the past 23 years, minus $4,000 that I borrowed from my own money and have to pay back with interest??? WOW, big corporations sure know how to beat the little guy down.

It's difficult to win against big corporations; they have billions of dollars and can easily exploit a disabled senior citizen with their legal jargon. What should I do now? They are avoiding everything I have said.

Below is a copy of the sent item. AIL is responding, but they did not include my initial comment: This is absurd. This is my money and the person who I spoke with when I go

Sincerely,

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

Business Response
Date: 05/30/2025
There are no additional funds owed the insured. She is requesting the Face Value of the policy. The Face Value of the policy is only paid in the event of the death of the insured.
Customer Answer
Date: 06/02/2025
They haven't even looked at what I said. Big corporations always make people feel stupid. And they often turn things around and do not even respond to what they have done. They made me believe that I would get all my money back. What's the use. A person like me always loses. They take and they take and nobody gives a darn. That's why we have to bury our heads in the sand.
Customer Answer
Date: 06/04/2025
What is the status of my complaint? I still have not received my refund.
Customer Answer
Date: 06/18/2025
It seems like most people in this world have turned heartless and cold. It's like no one cares anymore. I worked hard all my life and now I end up with nothing. I even have to go to agencies to ask for help to pay for my utilities and get food. I went to one of those agencies yesterday in my wheelchair on the Assess bus, but they could only go so far and had to leave me a few blocks before the stop. Not too far but I had to ride my chair through the grass and that is not an easy task. Nobody said it would be easy, but I never thought life would be so hard.
Customer Answer
Date: 06/18/2025
It feels like most people in this world have become heartless and cold, as if no one cares anymore. Despite working hard all my life, I now find myself with nothing. I even have to seek help from agencies to pay for utilities and get food. Yesterday, I visited one such agency in my wheelchair using the Assess bus. Unfortunately, they could only take me so far, leaving me a few blocks from the stop. Navigating my chair through the grass was no easy task.
Initial Complaint
Date:05/10/2025
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.
Current 5/10/2026 Endless monthly billing This company has been a nightmare to try & contact. They made me get a life insurance policy for my 11 year old child in order to get myself approved & covered for life insurance. They were extremely difficult to make contact with or register for an online account using all the correct policy numbers that I could get from an unprofessional looking email. Once I got a hard copy of the policy in the mail all the birthdates and beneficiaries were incorrect. I dont even know who these policies are for that I am now getting paper bills to me in my name and address. They have our names, but the beneficiaries are incorrect. All the birth dates are different. Nothing matches up. When I got ahold of someone they wanted to up-sell or try to get me to buy another product. Contact numbers they gave me are no longer in service. I want to cancel it effectively & not get a bill. I dont want any money back. I dont want this to be reported to a credit agency for non payment. They were pulling the money from my account, the last time was in April2025. Now I am getting paper bills that are requesting double payments for one policy and a single payment for my CHILDS policy. I would never want a pay out for something happening to my child and I think it is a disgusting practice. I do believe this company is a scam and possibly fraudulent. Please help me out of this nightmare. I am afraid to get specific policy information uploaded as a document that contains all of that information onto this site. I just want out of this nightmare. I just want them to stop billing me. I do not want a life insurance policy with this company. I thought that I had cancelled it, but apparently not as I started to receive paper billing statement.
Business Response
Date: 05/20/2025
We would like to thank ******* ********** for reaching out to our office regarding this matter. Per request, policies ******** and ******** have been cancelled. There is no cash value available on these policies to be surrendered. We hope to have addressed Ms. ************ concerns. Please let our office know if we can be of further assistance.
Customer Answer
Date: 05/20/2025
I have reviewed the business response and accept this resolution. Thank you for your time and your service.
Initial Complaint
Date:05/09/2025
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.
Im cashing out a life insurance policy every time I call I get a different answer on when the money will be coming it seems like they don't want to cash out the policy
Business Response
Date: 05/19/2025
We would like to thank ***** ********** for reaching out to our office regarding this matter. Per our records, policy ******* was cancelled and surrendered on April 29th, 2025, and check #****** in the amount of $989.23 was issued on the same date. The check has not cleared our account to date. (Please see attached check) We hope to have addressed Mr. ************ concerns. Please let our office know if we can be of further assistance.
Initial Complaint
Date:05/08/2025
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 cancelled my policies 3 months ago, and advised I would receive a form to sign and return to finalize.The automatic deduction of payment was stopped, however the form to sign and return never arrived. 3 months now, and they are calling, texting, emailing 3 to 4 times DAILY from multiple locations to collect past due premiums like Im negligent! I hope this may get results. It seemed to help the other 800+ complainants.
Business Response
Date: 05/28/2025
We would like to thank Ms. ******* for allowing us to respond. Our records show that Ms. ******* called our office on February 24, 2025 to request the cancellation of her coverage and was transferred to the correct department to handle her request. Her policies were removed from automatic bank draft to prevent her account from being drafted while in the cancellation process and a cancellation form was sent to her to be completed, signed and returned to our office for processing.

A further review of our records does not show the completed form was received in our office and Ms. ******** life policy executed its reduced paid up option by purchasing a reduced death benefit policy with the available cash value and the accident only policy lapsed for non payment of premiums. In an effort to resolve this matter, we have reversed the reduced paid up process that occurred on the life policy and have surrendered her policy for its full available cash surrender value. A check representing this amount has been mailed to Ms.*******. The accident only policy has remained lapsed and no coverage remains in effect for Ms. ******* with our Company.

We hope to have resolved Ms. ******** concerns.
Initial Complaint
Date:05/08/2025
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.
For the last several months I have been receiving serial calls daily from this company trying to verify my information. I have never signed up for American Income Insurance nor am I interested in doing so. Ive asked them to stop calling several times. Ive blocked multiple numbers, but they always have a new one. Ive also asked to be removed from their calling lists. They dont even have correct information about my demographics. I feel harassed.
Business Response
Date: 05/19/2025
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 ***** ******** from any internal database and cease any future attempts at contact. If future attempts are made, please provide the phone number used and we will address the issue on an individual basis. Please allow 4-5 business days for this request to be processed. We hope to have addressed ******* concerns. Please let our office know if we can be of further assistance.
Customer Answer
Date: 05/19/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/08/2025
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.
Toward the end of 2024 I was contacted by someone stating that they were affiliated with American Income Life insurance. They had our phone numbers, account numbers and address. They said they could consolidate some of the policies because I have 10 policies for four people and that they could save us money. Only to find out that it wasnt American Income Life contacting us. It was Trustage life insurance. I contacted American income life to see if they were affiliated. The customer service *** said no and I should be more careful with my personal information. Because of this I had to close my accounts and open new ones to stop money from coming out of my account without permission. Then recently I found out that near the end of 2024 that there was a data breach at American income Life. We were never notified of a breach. On May 5, 2025 I decided to cancel all of the policies with this organization and be refunded what I have paid in. They transferred me multiple times when I called to the point where I had to start over and sit on hold to resolve this. They said that my policies started in ******************************** 2017 for the four people being insured. They said that no money has accrued for those accounts yet. They said they would email a form that needed to be signed and sent back to cancel all policies. Today May 8, ************************************************************************** our accounts to pay the premiums. So I havent received the cancelation form. I have paid close $17,000 over the years. I would like my money back for the lies, aggravation and inconvenience this has caused.
Business Response
Date: 05/20/2025
Good morning,

Please see the response and documentation regarding the complaint filed by ***** ******, #********. I was unable to submit the response via the BBB portal so I am submitting it here. Please let me know once it has been received. Thank you for your help in this matter.

**** ******
Insurance Regulation Paralegal, Legal l ***************
***********************************
*****************************

Customer Answer
Date: 05/21/2025
You have neglected to tell me how you plan to resolve the data breach at American Income Life. Which is the main reason I am canceling all of my families policies with your company. I was never notified of a breach nor was it posted on your website. I would like to know how another insurance company got our names, phone numbers, account numbers, and address. To be clear they had our insurance account numbers. We can't even log in to your website to see our account or use the app. So it is clear that we aren't the ones that leaked personal information or did your company sell our information. Either way it is clear that American income life is not a trustworthy organization.
Customer Answer
Date: 05/21/2025
I am rejecting this response because: You haven't canceled all of the policies. ********* ********** spoke with the same customer service representative the day I called to cancel the policies. She asked for her policies to be canceled. We were told that we would get the cancelation forms via e-mail in 72 hours that we needed to sign and return. We never received those forms. the only cancelation for we have received is from the correspondence through BBB. Also you haven't made any mention of the data breach which is the main reason I am canceling all of these accounts. How are you going to resolve the issue of our personal information being leaked from American Income Life? I have had to close my banking account because of your companies negligence.
Business Response
Date: 05/30/2025
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 in the next 5-7 business days. ********** is not aware of any data breach and in order to investigate further, we will need details including dates of the alleged breach, information which was released and the names of those involved. Please do not hesitate to reach out to our office with any information. We hope to have addressed Mr. ******* concerns. Please let our office know if we can be of further assistance.

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American Income Life Insurance Company is BBB Accredited.