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

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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:04/23/2025
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 had a policy with the above company since about 2018. I decided to cancel in the fall of 2024, and was told I would receive a cheque for approximately $1100, for my CSV. About a month and a half later I got a call saying that my payment was not received. I explained that I had canceled the policy, and that they should not be expecting any premiums, but rather should be sending me a cheque for my CSV. Again, I went through the process of canceling my policy. Again I was told I would receive a cheque for my CSV. Another month and a half later I started getting calls, texts and emails offering to use my CSV to cover my late premium payments and keep my policy current. I replied saying that I canceled that policy, and would like my CSV, but they stop replying when I say that. Even if I reply within seconds of receiving the message. My emails have also gone unanswered. My CSV is now less than $300. They've spent almost my whole CSV giving the runaround, and STILL haven't canceled my policy.
Business Response
Date: 05/06/2025
We would like to thank ******** for allowing us to respond. A review of our records shows that a request to cancel Ms. ***** son was received in our office on May 28, 2024 and this policy is no longer active. The request did not include the cancellation of Ms. ***** life insurance policy, however, due to the bank draft being stopped at that time we believe it was her intent to cancel her policy as well.

We show that Ms. ***** called our office on January 5, 2025 to inquire on the cancellation of her policy and was advised that we did not have a request on file for her policy. A cancellation form was sent to her at that time which has not been returned. In order to resolve this matter, we have reversed all automatic premium loans placed against the cash value of Ms. ***** life policy and have sent her a cancellation form that she will need to complete, sign and return to our office for processing.

We hope to have resolved this matter for Ms. ************
Initial Complaint
Date:04/21/2025
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.
In April of 2024 American income life insurance contacted my deceased husband for updated payment information as his credit account had been closed and they were unable to debit his monthly payment They were then informed of his passing.American income life insurance then proceeded to process the life insurance claim.I submitted the PROPER and COMPLETE information including the probate attorneys information.This is now April 21, 2025 and still there has been no contact from American income Life insurance When I call THEM they say the same thing every ********** department is looking it over.This has become ridiculous and I now believe they have no intention to pay me his late wife the policy claim
Business Response
Date: 05/01/2025
We would like to thank ***** ******** for reaching out to our office regarding this matter. Please see the timeline of communications below:
- November 21, 2024 - Attorney ****** ***** was contacted to inform her that ***** ******** was not the primary beneficiary and to request the divorce decree between ******* and ******** ******** (the primary beneficiary on file). ****** ***** agreed to forward divorce decree.
- February 10, 2025 - A follow call was placed to ****** ***** after no receipt of referenced divorce decree.
- March 13, 2025 - A letter was mailed to ****** ***** informing her that ********** beneficiary designation was not revoked by the divorce decree because the divorce (1991) preceded the application for insurance (2005). ****** ***** responded that she would speak to ***** ********.
- April 21, 2025 - BBB complaint was received. No contact had been received from ****** ***** since March 13, 2025.
- April 30, 2025 - A follow up call was placed to ****** *****. Ms. ***** informed AIL that her client will no longer pursue the policy with regard to the current beneficiary. Our claims department was advised to issue payment to ******* ********.

We hope to have addressed Ms. ********** concerns. Please let our office know if we can be of further assistance.
Customer Answer
Date: 05/01/2025
I am rejecting this response because:
I am his spouse and the rightful beneficiary
Business Response
Date: 05/07/2025
We would like to thank ***** ******** for reaching out to our office regarding this matter. As stated in the previous response, Attorney ****** ***** indicated to AIL that her client, ***** ********, would no longer be pursuing the policy with regard to the current beneficiary, Please see the attached email communication. Please let our office know if we can be of further assistance.
Customer Answer
Date: 05/07/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/21/2025
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.
Canceled whole life insurance policy verbally 4/8/25, docusign for cancelation completed 4/10/25, voided check for whole life cash out emailed to company 4/10/25, 4/16/25 *** said check mailed, 4/17/25 email said funds will be direct deposited, 04/21/25 no funds returned, company says deposit was made 4/16/25. No proof of deposit. Everytime we call we get a different answer and the funds have not been received.
Business Response
Date: 05/01/2025
We would like to thank ***** ******* for reaching out to our office regarding this matter. Per our records, a refund of $2,830.06 was deposited via ACH deposit on April 29th, 2025. Please see the attached proof of payment as a reference. We hope to have addressed Mr. ******* concerns. Please let our office know if we can be of further assistance.
Customer Answer
Date: 05/01/2025
I have reviewed the business response and accept this resolution. It is absolutely ridiculous that it took the amount of frustration and effort to get this resolved.
Initial Complaint
Date:04/21/2025
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.
3/17/25 I ordered life insurance.I called to cancel on 4/17/25. I was not able to make contact by phone so I sent email on 4/18/25.The agent returned my call on 4/18/25 and said she does not what forms I need to sign to cancel the insurance policy.I feel like this is a stall tactic. The agent said she will call me back or email me the forms I need to cancel the ********* of 4/21/25 I am still waiting for the forms via email or a phone call from the agent to cancel my policy.
Business Response
Date: 04/25/2025
We would like to thank Ms. ******* for allowing us to respond. Our records show that an email dated April 18, 2025 was received in our office from the office that handles Ms. ******** area requesting to withdraw her recent application for insurance. The application was withdrawn and a letter dated April ******* was mailed to Ms. ******* confirming the cancellation and all premiums collected were credited to the bank account provided on the application on April 22, 2025.

We hope to have resolved Ms. ******** concerns.
Initial Complaint
Date:04/18/2025
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.
Back in June,July,August of 2021 Im being told that my wife ***** ************ policy payment would go throw ( AIL claiming my bank account was closed ending in 8432) and in stead of notifying use they without approval took out a loan to pay 3 months of policy payments. Only way we found out is they sent us a statement in march and last year they removed this and it showed up again. So I called customer service today and spoke to a quote supervisor jasmine, ******, ***** out of **** TX. They conformed the my account # was correct. This what I told to to confirm what they are doing is wrong -This is the same account that I have used for years to make auto payments since about 2020 -My policy payment came out of the same account that my wifes policys where paid -The same account ending in 8432 paid for ******************* 2021 the months before and after this account was closed by AIL claim -when the auto pay draw is done my 4 policys come out at the same time 3 policys for me 1 policy for my wife( I get One bill on auto pay so how is my policys paid and my wife policys not paid on a single payment & the account closed)The customer service manager needs to call me
Business Response
Date: 04/29/2025
We would like to thank ***** ************ for reaching out to our office regarding this matter. A request has been sent to the handling agency to contact Mr. ************ to discuss the concerns listed in the complaint. Please allow 5-7 business days for this request to be processed. Please let our office know if we can be of further assistance.
Business Response
Date: 05/01/2025
We would like to follow up with additional information regarding this matter. Per our records, the banking information was changed in 2021. Unfortunately, policy ******** was not included in the change. The June 2021 payment was returned as "account closed" due to this issue and the automatic premium loan was applied. This was remedied and approval to vacate the three months of automatic premium loans has been granted. Therefore, the loan will be removed. We hope to have addressed Mr. ************** concerns. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/17/2025
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.
I have requested this policy to be cancelled since 2023. They keep phoning, emailing and sending letters but have yet to send a cancellation form. They keep saying it was lost in the mail. I worked for an insurance company and its pretty easy to send electronically. Also, all calls are recorded. I have money to come back but they keep taking from it to pay the policy. I have never dealt with such a dishonest company. I want my policy cancelled and the money sent to me. The balance was 1000 now its at ****** CD9746566 APL ********** ******* ************************************************ Policy Number Insured CD9746566 ********** *******
Business Response
Date: 04/30/2025
We would like to thank ********** ******* for reaching out to our office regarding this matter. Policy CD9746566 ha been cancelled and the automatic premium loans applied on April 17th, 2025 has been reversed. The cash value is being surrendered and a check in the amount of $825.56 is being issued. Please allow 5-7 business days for this to be completed. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/30/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/16/2025
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 ex had or has me as a beneficiary on a policy with AIL, but I do not now, nor have I ever, had a policy myself with AIL. They keep calling me repeatedly, Sometimes multiple times a day, every day for weeks or months at a time because they want to meet again and re-discuss the policy (which mostly involves them asking for the contact info of people in my life so they can try to sell to them, which I'm certainly not giving them). I keep telling them I'm not the one holding the policy, I'm not interested in getting one, and to remove my phone number from the account / their call list. They just pass it on to the next agent and the harassing calls start all over again, and since each agent is calling from a new number, I can't just preemptively block them. I have already changed my home phone number solely due to their harassment, but I use my cellphone number for running my small business so it's not easy for me to just change that number. This is disruptive to my life and work due to the frequency and even the range of times throughout the day that they call. My number is and has been on the National Do Not Call list (applicable in the area I live and work in) this entire time. This needs to stop.
Business Response
Date: 04/25/2025
We would like to thank ******* ****** for reaching out to our office regarding this matter. A request has been submitted to our Customer Relations and Resolutions Team to remove Ms. ****** from any internal database and cease any further attempts at contact. Please allow 5-7 business days for this request to be processed. If future attempts to contact Ms. ****** are made, please provide the phone number used and we will address it on an individual basis. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/26/2025
I have reviewed the business response and accept this resolution. If they do as they say and it results in no further contact then I consider the matter closed. It would be good to have the number to contact them directly if the calls continue, which I didn't see in their response, but I hope not to need it.
Initial Complaint
Date:04/16/2025
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.
The policy was purchased and paid for by my deceased grandfather who died 2 years ago this July. This company constantly spam calls me from their own number and private numbers. They keep claiming proof of his death was never sent and that I'd get the cash value of the policy and will not let me cancel the policy. Every attempt made on my end gets no results and I keep getting transfered. This company is also very poorly talked about on ****** about their scams and harassment. These people are preying on my grief. I want the harassment to stop and never be contacted by them again and for them to give whats owed to my sister and myself. I'm trying BBB before I get my lawyer involved
Business Response
Date: 04/29/2025
We would like to thank **** ******** for reaching out to our office regarding this matter. Policy ******** has been cancelled and surrendered as of the paid to date of February 16th, 2025. The available cash value of $1,560.26 is being surrendered and a check in that amount will be issue and mailed in 3-5 business days. Per our records, policy ******** lapsed for non-payment of premiums as of February 1st, 2025, This policy was a cancer policy therefore no refund is due. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/16/2025
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.
Had a life insurance policy with this scam of a company for about 7 months. My coverage "lapsed" in May of 2023 due to "non-payment" . However, I was never notified about the lapse in coverage and American Income was continuing to draft $75 from my account through Sept of 2024 (even though I didn't have an active policy) I have sent 5 emails regarding this issue however no response. Now somehow my phone number has resurfaced amongst their sales team and I get about 4 cold calls a day from your scummy sales people. I've asked, BEGGED them to remove me from their phone list but they continue to call. I've blocked 3 numbers so far. REFUND ME MY MONEY AND LOSE MY NUMBER
Business Response
Date: 04/28/2025
We would like to thank ******** ****** for reaching out to our office regarding this issue. A request has been submitted to our Consumer Relations and Resolutions Team to remove Ms. ****** from any internal database and cease any future attempts at contact. If further attempts are made,please provide the phone number used, and we will address it on an individual basis. Please allow 5-7 business days for this request to be processed.

Policy ******** lapsed as of the paid to date of June 1st,2023, and a letter was mailed to the insured advising her of that policy status on July 27th, 2025. (See Policy Lapsed Letter) The last premium received was in the amount of $123.80 on May 11th, 2023. The policy had an effective date of December 29th, 2022, and the cash value of the policy was not available until year 4. Therefore, there is no cash value to surrender and no refund due since the policy was in place and coverage was active during the life of the policy.

Policy ******** lapsed as of the paid to date of January 12th,2024, and a letter was mailed to the insured advising her of that policy status on July 5th, 2024. (See Policy Lapsed Letter) The last premium received was in the amount of $78.87 on May 19th, 2024. The policy had an effective date of December 29th, 2022, and the cash value of the policy was not available until year 4. Therefore, there is no cash value to surrender and no refund due since the policy was in place and coverage was active during the life of the policy.

Please see the attached screenshots reflecting the most recent payments on each policy.

Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/28/2025
I am rejecting this response because: How did I end up with two active life insurance policies??? Lol I have 1 life? You all are scammers. If policy "1" lapsed in in June of 2023 - why was I not notified until July of 2025? If policy "2" lapsed in January 2024, why wasn't I notified until July 2024? Correct me if I'm wrong but "lapsed" means no longer covered. Also not understanding how policy "2" "lapsed" in Jan 2024 when you took payment from me in Jan 2024? Then, continued to draft money from my account in Feb, March, April and May 2024. So - taking my money when I wasn't even covered. That's the money I am owed. That's the refund I am due. Screenshots attached.
Business Response
Date: 05/06/2025
Good afternoon,

Please see the attached response and documentation regarding AILs response to the rejected response submitted on 4/28/25. Please let me know if you need anything else on our end.

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

Business Response
Date: 05/06/2025
Good afternoon,

Please see the attached response and documentation regarding AILs response to the rejected response submitted on 4/28/25. Please let me know if you need anything else on our end.

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

Customer Answer
Date: 05/07/2025
I am rejecting this response because: ***************** just called . ***** . Stating I do have an active policy . Please address, and check your scammy sales team .
Initial Complaint
Date:04/15/2025
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.
Almost two years ago, I signed up for permanent life insurance with American Income Life paying around $72 a month. After some changes in my income, I was no longer interested in having this monthly expense. In addition, my new employer offers life insurance at a much lower rate, and it just made sense to go with them. The entire process of cancelling with American Income Life was seemingly criminal. It took me almost 2 months to receive the requested email that I needed to fill out in order to cancel with them. I had to call over a dozen times, talk to about 20 different people, and leave messages on manager phones, without ever getting a call back. Once I did get someone on the phone, the email was always "on its way", yet never seem to came. After finally getting someone with an actual soul and heart at their company to help me, I filled the form out and emailed it back. Under the impression I was done with this process, I get a bill in the mail from them. I call again, they tell me I didn't cancel ALL of my policy numbers, just the one. I asked how many there are, they tell me, "they don't know". WHAT THE **** IS THAT? So, I told them to cancel whatever else was under my name, and my husbands, since he's in this trap as well, and put a stop payment on them with my bank, ensuring no withdrawals will be allowed. After all that work and time spent calling and emailing and messaging, I still get the run around in attempting to discontinue my business with this company. They call and text every single day. At this point I spend around 5 minutes listening to their messages and blocking the numbers they call me from. Since my time is valuable, I would like this to stop or I will seek legal action against them. It is harassment as I have already made it clear I want nothing to do with them. They just call me from different numbers with different people calling every time. I want my money back since this is now a job and I don't work for free.
Business Response
Date: 04/25/2025
We would like to thank Mr. ******** for allowing us to respond. Our records show that Mr. ***** called our office in February of 2025 to request the cancellation of his and Mr. ********* policy and was transferred to the correct department to handle his call. Both policies were removed from automatic bank draft to prevent the account from being drafted while in the cancellation process and a cancellation form was sent to the address on file on February 18, 2025 to be completed, signed and returned to our office for processing. An additional request was received for the cancellation form which we show was mailed to the customer on February 26, 2025.

The completed form were received in our office on March 10, 2025 and all policies form Mr. ***** and Mr. ******** have been cancelled.

In addition, we have added the customers contact information to our internal Do Not Call list and have asked the office that handles their area to mark their records accordingly. Please note that it may take up to 7 business days for the 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. If they wish,they may also provide our office with the name and phone number of the caller so it can be addressed on an individual basis.

We hope to have resolved their concerns.

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American Income Life Insurance Company is BBB Accredited.