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 has 308 locations, listed below.

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  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
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  American Income Life Insurance Company

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life Insurance Company

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life Insurance Company

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

  
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  American Income Life Insurance Company

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

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:11/03/2023

  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 cancelled our policies then I was charged again. That put my account negative When I called they said they had no record of my call on ********** at 11:13 Am that was being recorded for quality assuredness . I would like a refund

  Business Response

  Date: 11/16/2023

  We would like to thank ************* for allowing us to respond.  Our records indicate that ************** called our office on October 13, 2023 to request the cancellation of the coverage and he was transferred to the correct department, however, it does not appear that the call was finalized and all policies continued drafting for premiums. 
  
  Additionally, ************** called our office on October 31, 2023 regarding the cancellation of the coverage and a cancellation form was sent to him to be completed, signed and returned to our office. While the completed form has not been received, in an effort to resolve this situation we have reversed the monthly premium  that took place after his initial call on October 13, 2023, have forgone the completed cancellation form and have cancelled the coverage as originally requested.
  
  A credit will be sent to ************* account on record for the extra premium collected which should reflect in  his account within the next 5 to 7 business days depending on his financial institutions posting schedule.
  
  We hope to have resolved this matter satisfactorily.    
  

  Customer Answer

  Date: 11/17/2023

  I have reviewed the business response and accept this resolution. 
  thank you 

  the issue is resolved to my satisfaction.

• Initial Complaint

  Date:11/02/2023

  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.

  This company has been calling me for several months looking for ***********************. Her name is different, different address, age, etc; this was confirmed by one of the callers. Somehow, my telephone number was put on her account. I explained multiple times they have an incorrect number, yet they continue to call. I asked to be put on the do not call list and they still call. At this point it feels like they are harassing me and I will take legal action if necessary. All they need to do is look her up online and see this is not her telephone number!!! They call almost everyday, multiple times. I have stopped answering the telephone.

  Business Response

  Date: 11/21/2023

  Our office would like to thank *********************** for contacting us about this matter.  Her phone number has been added to our internal Do Not Contact database.  She she continue to receive calls, I would appreciate her  providing those phone numbers directly to me at ******************

  Business Response

  Date: 11/22/2023

  We would like to thank *********** for allowing us to respond.  We have searched our records for Ms.***** ***** number as well as contacted the local office that services her area and we have not been able to locate her ***** number associated to a policy.  If you would like to provide us with the name and ***** number of the person contacting you we will certainly review and make any necessary changes to our system to prevent any further contact. You may provide that information directly to our office at ***************
  
  As an added measure we have added your ***** number as it appears in your correspondence with the Better Business Bureau to our internal Do Not Call list.   

  Customer Answer

  Date: 11/24/2023

  I have reviewed the business response and accept this resolution.  I have noticed the calls have stopped since being contacted by one of their representatives. If any more calls come through I will contact them with the name and phone number of the representative that is calling. Thank you!

• Initial Complaint

  Date:11/01/2023

  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.

  Apparently, every time I update my life insurance policy (every 6 month) they started a new policy without cancelling the previous policies. When questioned today they told me I had to specifically call in after getting my policy updated and cancel the old one. Nobody every told me this since I had it in 2021. So every 6 month when they called me to go over and update my policy they was actually just selling me more policy. In the end I ended up with 7 policies open and paying them 500/month. I just called and cancelled all of them. They never once told me they was adding new policies and that I would be keeping my old policies. What a scam! They should be ashamed.

  Business Response

  Date: 11/15/2023

  We would like to thank ************************* for reaching out regarding this matter. Policies 16266101,18254072, 17650159/60, 18688101/02 and ******** have been cancelled or surrendered.

• Initial Complaint

  Date:10/30/2023

  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.

  This company is repeatedly contacting me even though I have told them I am not interested. They sent me information under the guise of being with my American Legion. They call me multiple times with different reps and text me. And I have responded multiple times to not call me and to take me off their list. I want charges brought against them if they do not cease and desist with their actions. This is a terrible way to do business or try to do business with people.

  Business Response

  Date: 11/20/2023

  We appreciate ***************************** reaching out regarding this matter. American Income Life has a group contract with American *********** 668 whereby a no-cost $2500 Accidental Death and Dismemberment policy is offered to members in good standing. ***************************** completed and submitted the attached lead card for Child Safe Kits to our office. Subsequently, Agents reached out to deliver the no-cost certificate and the kits, and to provide information about other products that *** be of interest. The contact information will be added to our Do Not Call database in an effort to cease further communications.

• Initial Complaint

  Date:10/29/2023

  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.

  On the 12 of September 2023 a sales person from American Income Life insurance called me to sell me a policy. At the time I was told that if I changed my mind and decided not to go through with the policy I would receive a full refund for amount I paid to start the policy as long as called to cancel before the first monthly payment was due. I called to cancel my policy around the beginning of October, because I had came to the conclusion that the policy was too expensive and did not fully cover all of my needs. I was refunded half of the initial amount and have been charged again in the amount of $60. I again called to cancel future payments and was told I cant because the policy is still pending. I asked to speak with a manager and was put on hold then hung up on.

  Business Response

  Date: 11/09/2023

  Our office would like to thank *********************** for contacting us about this matter.  Our records show that policies 18972014-15-16 were cancelled as of the date of issue.  Premiums drafted were refunded back to the insured's bank account on September 30, 2023.   We have no record of drafting on these policies after the refund. I did not locate any other policies owned by ************************  Please let me know if I can be of further assistance.  ******************

  Customer Answer

  Date: 11/15/2023

  I am rejecting this response because:   Im still being charged by American income. 

  Business Response

  Date: 11/29/2023

  Policies 18972014/15/16 were cancelled as of the date of issue.  A refund of all premiums paid was deposited directly to the insured's bank account on November 1st.  It can take up to 3 business days for the transaction to complete.  The deposits were not rejected by the insured's bank.  Please contact your banking institution to resolve this matter.

• Initial Complaint

  Date:10/24/2023

  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.

  02/15/2023-10/15/2023 In 2022 I was contacted by a agent that worked for American Income Life. A policy was written up on my granddaughter. Once I received the policy in the mail I noticed that her last name was wrong. I then called to cancel the policy. In February *************************** about the policy which he said that the policy had lapse. He then corrected the name and reinstated the policy. American Income began to debt my account for $12.95. On October 16th I was contacted by another agent informing me that the policy still shows that it is lapsed. I then checked with the company on October 18th to find out what happen. I was informed that the change could not be done because they were in need of proof of her last name. I asked why wasn't I told this before the began to draft my account for the monthly premium. I was never sent a letter informing me of the information needed. I spoke with a supervisor on 10/18/2023 and ask could I get a refund and cancel the policy since they did not send me the proper paperwork. I was told no to the refund and no to cancelling the policy without the birth certificate showing her correct last name. I informed her that the last name that is on the policy was not correct so why I cannot receive my money back because that person does not exist. I don't understand how a company can draft your account but never update a policy to the correct the last name.

  Business Response

  Date: 11/02/2023

  We would like to thank ********************* for reaching out regarding this matter. A review of the file indicates multiple attempts to correct the last name of the insured. However, as advised, a copy of the birth certificate is required for confirmation of the name change. As a courtesy, our office will cancel the policy as of the date of issue and refund premiums paid.

• Initial Complaint

  Date:10/23/2023

  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.

  American Income Life has been asked to cancel my four policies multiple times. It has taken over a month to do so. They will not stop calling me to "go over my policies". They call daily, and I have asked them to stop. Daily. I want my policies closed out, and AIL to leave me alone!!

  Business Response

  Date: 10/23/2023

  We would like to thank ******************* for contacting our office regarding this matter.  Our records show that the benefit checks were released on July 18, 2023.  All checks have cleared out account.  Please let me know if I can be of further assistance. ******************

  Customer Answer

  Date: 10/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/19/2023

  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.

  11:37AM 10/10/2023, insured called AIL customer service *************) to cancel out accounts and receive the surrender cash value amount on all policies. They were placed on hold and forwarded to cancellations. After going over all 5 policies in detail: #********, 13954245, 13759946, 13759945 & ******** along with explanation as to why they were canceling, they eventually advised of next steps. They were told to expect a cancelation form to be sent. Insured requested that the form to be delivered via email and mail, they were advised that AIL could not do both, and insured agreed fo form delivery to ******************(tripled checked for clarification before end of call). Further they were also told that the automatic drafts for these five policies have been stopped.It has been five business days since this phone call and no cancelation forms have been received pertaining to cancelation process or the cash value amount on policies. Instead, wife on the policies has received 3 rounds of texts/calls to her personal number************* different number from the original call) along with 3 emails dated 10/16, 10/15 & 10/14/2023(attached) stating that "checking account associated with automatic bank drafts has been closed or has insufficient funds" and "in the next **** business days, your account will be drafted a one-time payment of $91.91 to pay your policies to 11/25/2023". Included in each email was an electronic Docusign Reinstatement Form for 3 of the 5 policies (********, 13954245, & 13759946)The insured would like all 5 of their policies #********, 13954245, 13759946, 13759945, and ******** canceled and closed out. Insured also wants the entire cash value on their accounts to be paid back through check or bank account on file (~$2,674). Insured wants for AIL to stop all contact after policy closures and cash value paybacks. Insured wants to provide AIL a chance to correct issues through BBB before legal action is taken provided through insured employers.

  Business Response

  Date: 11/01/2023

  We would like to thank ************************* for reaching out regarding this matter. According to our records,****** and ************************* called our office on October 10, 2023 and requested cancellation of all policies. The automatic bank draft was cancelled and the insured was advised that a cancellation authorization would be provided to cancel the policies. Policies ********, 13759945/46, and ******** will be surrendered for their cash value. Policy ******** will be cancelled as of the current date. Funds will be released within the next seven business days.

  Business Response

  Date: 11/15/2023

  We would like to thank ************************* for reaching out regarding this matter. According to our records, ****** and ************************* called our office on October 10, 2023 and requested cancellation of all policies. The automatic bank draft was cancelled and the insured was advised that a cancellation authorization would be provided to cancel the policies. Policies ********, 13759945/46, and ******** will be surrendered for their cash value. Policy ******** will be cancelled as of the current date. Funds will be released within the next seven business days.

• Initial Complaint

  Date:10/12/2023

  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.

  These agents call me about 20 times a day, if i am busy at work in a meeting i forward the call and they call right back!! I have told them several times i need them to stop calling me or i will cancel my policy, several people said they "made notes" to my account but then i still get the calls all day every day. The amount of ridiculous phone calls i receive from them is overwhelming and pathetic i wish i would have never signed up with them and if i receive another phone call i am definitely canceling my policy and taking my money elsewhere.

  Business Response

  Date: 10/19/2023

  We would like to thank ************* for allowing us to respond.  Our records show that ************** has active coverage with our Company and oftentimes an agent will contact existing customers to review existing coverage and/or offer new products for which the customer may qualify which appears to be the case with **************.  
  
  As requested, we have added ************** contact information to our internal Do Not Call list and have asked the independently owned local office which services her area to mark their records accordingly so no further contact is made.  Please note that it may take up to 10 business days for this change to go through our system during which ************** may be contacted.  In the event that occurs we ask that she kindly inform the caller that she has been added to the list and to discontinue contact.
  
  We hope to have addressed ************** concerns. 

• Initial Complaint

  Date:10/12/2023

  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.

  When I signed for whole life insurance agreement I was told I would receive a copy of everything I signed and then get debited for the monthly premium, I never received my copy of documents. The company was quick to debit my account though. I then had ANOTHER agent contact me to tell me my policy was wrong and needed fixed and he was going to handle that, I then ended up with TWO policies, I was unaware I had two seeing as I never signed MORE paperwork. I then was contacted by a THIRD agent who said I needed to fix my insurance policy and when I had enough of the confusion and constant change, I called to cancel my policy and asked for a full refund in which I was denied and then told I could WRITE my complaint to the resolution team because they would most likely not take my call and send me to voicemail. I then told the agent I was on the line with that I was going to file a complaint and see about a refund elsewhere.

  Business Response

  Date: 11/03/2023

  We would like to thank ********************* for allowing us to respond.  Our records show that an application was received in our office in May of 2022 which resulted in life coverage being issued for ********************** and the contract mailed to the address on the application which matches the address provided in her correspondence to the Better Business Bureau.  Please note the contract was not returned by the *********** as being undeliverable and ********************** was provided the coverage until her cancellation effective date of September 2, 2023. Premiums paid on this policy were earned and had a claim been incurred it would have been paid in accordance with the terms of the contract. Unfortunately , a refund of premiums paid on this policy is not due.
  
  In an effort to resolve this situation, a refund of all premiums paid will be refunded on Ms. ********** policy issued effective July 2, 2023 totaling $120.40 which will be credited directly to the bank account from where it was withdrawn.  The credit should reflect in her account within the next 72 business hours, depending on her financial institutions posting schedule. 
  
  We hope to have resolved Ms.********** ***************