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 307 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

  9111 Cross Park Dr STE E-144 Knoxville, TN 37923-4506

  
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  American Income Life Insurance Company

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

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  American Income Life Insurance Company

  61 Saint Joseph St STE 300 Mobile, AL 36602-3519

  

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:10/05/2023

  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.

  Since I lost my much higher paying job a year and a half ago, my family needed to cut costs where possible. I first started contacting American Income Life Insurance about cancelling our policy a year ago. I was told that it would be cancelled on the next billing cycle. When it hadn't been cancelled, I called again and spoke to a different person and was told the exact same thing, that it would be cancelled the next billing cycle because it can't be reversed after it's already been billed. The charges have continued since and my new job has longer working hours of 10 hours a day during week days, which is during normal business hours and it's difficult to get ahold of them. A month or two ago, I was told that the policy was never cancelled because it wasn't during "open enrollment" and we'd have to wait until then. On 09/20/23, I spoke with "manager" ********, who gave me his direct phone number and email (both can be provided if needed) and the story changed AGAIN. Because my wife has a policy, we can't cancel without her consent. He was supposed to call me back during the week of 09/25/23 so we can finally come to a resolution, but I explicitly requested all further payments be cancelled and that was acknowledged. He has not returned my calls and yet another payment was taken from my account. Because I tried handling this myself for the past year without any results, I am taking the next step and would like them to refund me for the past year of $330/a month payments for a service that was never used, not to mention the overwhelming financial strain this business has cost my family since I first tried to cancel it last year. In this current economy, $330 is a substantial amount that could've been much better used elsewhere.

  Business Response

  Date: 10/25/2023

  Our office would like to thank *********************** for contacting us regarding this matter.  We have made several attempts to contact him directly and will provide a final response once we have talked with the insured.

  Business Response

  Date: 11/01/2023

  We would like to thank *************** for allowing us to respond.  A review of our records does not show that **************** has contacted our office regarding the cancellation of the coverage and we reached out to the independently owned local business that handles his area and they, as well, were not able to locate any communication from **************** regarding this matter.  It is our understanding that a representative from the local business has been trying to contact **************** to obtain details regarding his cancellation request and has not been successful.
  
  In order to consider a refund of premiums we will need **************** to provide a more specific date of when he originally requested to cancel the coverage and provide a phone number he may have called at that time and the name of the person he spoke with as well as any other details or documentation he may have that supports his request.  Once that information is received his request will once again be reviewed. 
  
  Since **************** indicated he spoke with a manager on September 20, 2023 to request the cancellation of the coverage, we will forgo the cancellation forms and cancel all policies.  A refund of any drafts withdrawn from his account on September 20, 2023 and thereafter are being credited to the account from which they were withdrawn.  The credits should reflect in Mr. ******* account within the next 72 business hours depending on his financial institutions posting schedule. 
  

• Initial Complaint

  Date:10/02/2023

  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.

  I was contacted by ******************************* "quality control" agent to set up a meeting. They called after 8pm from an unknown number and requested to meet at 9pm within my place of residency. They were adamant they needed to come to our house. Like any sound minded American, I questioned everything because it all came off very "scammy". She then told me her field agent (***************************) would reach out to me. A few minutes later ******* called me and immediately was very hostile and started chewing me out for being "rude" to her quality person and claimed she was going to contact the union to deny my husband's benefits through the ***************** This is a benefit given to all union members should they accept it at no charge, therefore she is not allowed to deny such benefit. I was also not rude to her quality person, I was direct and there is a difference. As I stated I was verifying the legitimacy of the company. I brushed it all off. Then today I got a call from another unknown number from a man claiming I hit his vehicle and left a note with my name and number, who then proceeded to cuss me out. The guy knew what I drove and addressed me by name. I sent a text to ******* saying "I don't know what kind of sick game you're playing, but you've been reported. Give my name and number to someone else and charges will be filed". She replied "Thanks, Have a wonderful life! ;)". About 45 minutes later I got a call from a ****************** claiming I'd placed a huge order and this was the name and number that was left. She is using my personal information and harassing me. Again, I wasn't rude to her quality agent, but when she called and immediately started chewing me out and not allowing me to speak, I absolutely told her how appalled I was at her lack of professionalism. I have requested an investigation from her higher up's, and would like this to be documented with the BBB as well. This is NOT a good company to do business with.

  Business Response

  Date: 10/18/2023

  We appreciate the ************** bringing this matter to our attention.  We are currently investigating the allegations and will provide a response shortly.

  Business Response

  Date: 10/18/2023

  We would like to thank ************* for allowing us to respond.  We have contacted ************** directly to review her concerns which will be addressed as appropriate.  

• Initial Complaint

  Date:09/29/2023

  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.

  I was contacted by an insuranceagent with ******* named ********************* he very adamantly pushed to reach me by visitingmy home and by phone to switch my life insurance policy american income life to *******. I agreed to switch and was advised by *** that I was approved to get money back, the final amountI was supposedto receive was between ****- ****. I waited 9 weeks only to receive 200 the same day my mother receiveda letter for me stating american income life took **** out of my return because I took out money over a year ago whichI was advised I would of been taxed for. No one mentioned anything aboutthe **** prior to canceling even when *** said I was approved for my return. *** has neglected to help resolve the issue especially with his eagerness to get me to change policies, american income life is still charging me months after the policy has been canceled and no one will give me an answerto where the rest of my money went with american income life a policy I've had since I was 19 I'm now 30 and why they took **** of my return even after they kept the remaining money I had built up with my policy. I have a witness that also heard an American income life insurance agent advised that they issued several checks to me but were never sent to me. I want those checks sent to me asap.

  Business Response

  Date: 10/10/2023

  We would like to thank *************************** for reaching out regarding this matter. Our office is not affiliated with ******* or an agent named ********************** 
  
  American Income Life Policy ******** was surrendered for the cash value on September 11, 2023. On August 16, 2022 the insured took a cash loan against the policy. This loan did accrue interest. The loan could have been paid back, or it would have been taken from the death benefit when a claim was filed. The policy loan provision can be found in the policy. Please contact ****************** if you have questions. 

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because:   I was not advised that money would have to be paid back but that it would effect my taxes and when I was advised I was getting money back no alerts or anything came up for that "loan" and I was told by an agent that I was getting back between $1,600- $1,100. No one said anything about American income life taking any money from my return until I got the deposit of $260. In conclusion I've been an applicant with insurance income life since I was 19 I am now 30. I had over ****** saved with this company that I applied to each month and I lost all of that money besides $260. This company stole my money and did not tell me what they were doing with my money, their employees are giving me the run around and I want my money back. I won't stop until this is settled fairly. Something needs to be done about this company, I'm not the only person they've done this to.

  Business Response

  Date: 10/13/2023

  According to our records,*************************** applied for a Whole Life policy with an effective date of August 25, 2015 and a Face Value of $65,008. The policy offers an Examination period of 30 days from receipt of the policy to review the terms of the policy contract. If the insured is not satisfied, the policy can be returned for a full refund of premiums within that 30-day period.
  
  Page 5 of the policy provides the Policy Loan provision and the Loan Interest provision.
  
  Policy Loan: The policyowner can receive a loan made on the sole security of this policy. This policy must be properly assigned to us before any loan is made. The amount of the loan plus any policy debt cannot exceed the loan value. We will not make a loan this policy if it is in force as Extended Insurance. We may delay granting any loan for up to six months, except for a loan to pay premiums on policies issued by us.
  
  Policy Interest: The interest rate on loans is compounded annually at the rate shown on Page 3. Interest accrues (builds up) each day on policy loans from the date the loan was made and on premium loans from the premiums due date. We will bill you interest due once a year. If interest is not paid when due, it will be added to the loan and will bear interest at the rate payable on the loan.
  
  Our records show you requested a cash loan in the amount of $1,167.58 on August 15, 2022. The attached letter was mailed to you the same day. The letter outlines an 8%interest rate. It further outlines if there is an outstanding loan at the time of death, the loan plus interest will be deducted from the amount paid to your beneficiary. The loan was deposited directly to your bank account on August ******* and began to accrue interest.
  
  When you surrendered your policy, the cash value less the outstanding loan balance was paid. On September 11, 2023 the remaining cash value of $259.48 was deposited to your bank account.
  
  Please let me know if our office can be of further assistance.

  Customer Answer

  Date: 10/15/2023

  I am rejecting this response because:   I don't care what the procedures are the problem is the American income life agents are not doing their jobs. I lost all the money I had saved with this company. If I'd known I was going to lose all the money I've put into this including the money that was supposed to be returned to me then I wouldn't of canceled my policy. No one told me the correct steps in thw process, I was not advised when I canceled my policy that American income life was not only taking all my money but also my return. Not to mention the agent I was on the phone with when I canceled never sent me cancelation forms, the only form sent to me that I had to sign and send back in was the form confirming my release to have my return sent to me. The day I got the $200 was the day I was told American income was taking the rest of my return. It makes no sense and is completely unacceptable that American income life took all my money I had in my policy as well as my return. This is ridiculous, make this right asap.

  Business Response

  Date: 12/08/2023

  The insured applied for a Whole Life policy.  The policy was issued as applied for.  Whole Life policies accrue cash value, from which the owner can take a cash loan.  It is a loan and it accrues interest pursuant to the policy provisions.  Loans must be paid back.  Whole Life policies are not savings accounts and they do not provide a return.  They provide a benefit at the time of death to the designated beneficiary.

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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.

  *************** Veterans, American life can children policies at the drop of a hat. After ten some years, your money paid for all that time is flush down the toilet. ********** Military Veterans. was paying ****** now 316. 52. for 10 years. is a lot of money to lose.

  Business Response

  Date: 10/23/2023

  We would like to thank *********************** for reaching out regarding this matter. According to our records,*********************** was issued a Whole Life policy on May 17, 2013. This policy was issued with a 20-year Child Rider. On September 27, 2021, the insured called our office to cancel the policies. Policy ******** was cancelled at that time. At the request of the insured, Policy ******** was saved by removing the childrens rider. An option was offered but not elected to convert the coverage to Reduced Paid Up. The child rider was removed and the premium was reduced.

• Initial Complaint

  Date:09/28/2023

  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.

  My dad passed on 07/06/2023. My uncle found out that I was the beneficiary on his policy after 2 weeks of *** giving him garbage excuses to avoid processing the claim. The funeral expenses are still ************* stated that the value of my dad's policy is only $5135. My dad had this 10 year TERM scam policy, that auto-renewed, for a total 12 years. His final premiums were $39.44/month. The policy states each monthly premium payment is per $1000 applied. My dad was NOT a tobacco user, didn't have any health is***s when policy was approved & no medical exam was required. Simple math using a life insurance calculator will reflect that a $5135 face value policy shouldn't cost $39.44/month. *** has not paid the policy or explained the math as to the highway robbery of premium ************* dad would never have agreed to a c*** policy at almost $40/month!! NO ONE WOULD BUY A $5135 POLICY FOR $40/MONTH. Now, OCI ***************** has initiated an investigation. *** doesn't care & still refuse to explain the math behind the premium & my uncle is going to *** them. *** have LOST prior lawsuits, or demand arbitration because NO ONE PASSED 3RD GRADE ****, had cease orders is***d against ************ defamation when you show proof of fraudulent activity. When employees are being charged with wire fraud by the **** *** should never have complaints about anything. They should cease to be a company. Don't let *** tell you that they can't pay claims or give refunds... the *** company financial statements claim $67BIL of assets in force (with NIL in 2019), paid $47MIL in claims (LMAO), $152MIL in assets (*** only), but has over 630 COMPLAINTS on BBB, refuse to DO EXPLAIN THE **** on how $5135 policy equates to $40/month premiums, lost or settled lawsuits FOR MORE MONEY than the claim on the policy... all because they refuse to do the right thing! If they would rather pay for punitive damages, claim owed & legal fees, THEN SO BE IT. *** IS A SCAM.

  Customer Answer

  Date: 09/28/2023

  AIL has no regard, absolutely ZERO regard, for their clients, policyholders, loved ones and family members that have lost their loved ones, and refuse to communicate in a timely manner. NO ONE should have to put up with their nonsense! They only way to get the attention of AIL is by filing a lawsuit and hitting them in the "POCKETS"! This will be one situation in which they will regret bragging about generating $152 MILLION in assets! It doesn't mean anything when they are scamming the elderly with bogus policies, inflating their unit rates, and refusing to do SIMPLE math. Their calculations to determines rates and coverage is UNEXPLAINABLE and they literally pretend to operate as a real "thing". AIL is a joke and should by HEAVILY investigated by the ***** OCI, **** SEC, FTC... every agency imaginable until they stop deceiving people with these dumb & ridiculous death benefits only worth $5135... that they are tricking people into paying $40 per month! The audacity to be that bold while they are defrauding the elderly!!!!

  I HEARD H*** IS HOT, AIL! 

  Business Response

  Date: 10/10/2023

  Our office would like to thank *********************** reaching out regarding this matter. We have been corresponding directly by email and advised that our office had a contractual agreement with *********************** father. A monthly premium rate of $39.44 was based on the insureds age at the time of application for $5,000 of coverage.That rate was approved by the state in which the policy was issued. The claim has been processed and the funds have been released.

• Initial Complaint

  Date:09/26/2023

  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.

  Will not stop calling me. They will call 25 - 40 times a day every day of the week. I have told them numerous times that I do not want to change anything about my insurance policy and to stop calling me. I have blocked the number that they call from and a different person will call from another number. This has been going on for over a year. Additionally, I was lied to about my policies several times. For example, I originally took put a policy for $x, paid premiums on it for years onlynto be called and told i had only been paying on 40% of the policy and they would now release thevremainder of the policy. This caused my premium to increase. Then i was told that I had opened an additional policy. So fraudulent.

  Business Response

  Date: 10/16/2023

  We would like to thank *************** for allowing us to respond.  It is our understanding that the independently owned local office which services her area has contacted *************** and resolved her concerns. 
  

• Initial Complaint

  Date:09/26/2023

  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.

  In early 2022 I got a flyer from my union about life insurance which I sure need my job is dangerous. They upsold me. But then tried to use my benefits when family was sick, as I was told anytime my covered persons were hospitalized/in the ** as were both the case, we would get a hospital benefit for missed time at work. This was not true. Only for injuries or cancer which was frustrating to find out. Additionally, for the last 4-5 months, Ive been getting several calls per day from various numbers to review my info and policy and go over new claim forms. I highly suspect it is to get me into a sales pitch because they insist we have to schedule a zoom when Im sure it can be an email. I tell them its impossible to schedule. My schedule is unpredictable and busy until winter which even then, Ill have full time school/part time work tbd hours. I just had another one call me, and her supervisor was in background telling her what to say first of all. Second of all I said I have 10 minutes right now lets handle whatever we need to handle. They insisted on scheduling a zoom presentation. **** said sup would call me as I insisted its now or never or cancel my policy. He called and said he has other appts and doesnt have **** minutes right now it has to be scheduled. I said cancel my policy because they are inflexible and he said ** unwilling to schedule appointment. Im not. I had the time when he called and he spent the ***** minutes arguing. Im tired of being harassed literally 7 days a week. Block one number and another pops up. Im certain this has to be illegal somehow. Literally harassment if anyone else did it. I didnt get what I thought I signed up for. This is MLM type company and scammy sounding. Super inflexible and money hungry. I want to cancel my policy after all this but couldnt even get a clear answer on how to do that

  Business Response

  Date: 09/29/2023

  Thank you for reaching out regarding this matter. Policy ******** is a Whole Life policy issued on your life. Policy ******** is an Accident policy which provides ER and Hospital benefits for services related to injuries which are not associated with any other sicknesses. Policy ******** is a specified benefit Cancer policy. Our contracted agents do reach out periodically to review and upgrade coverage as needed. We apologize for any inconvenience and have cancelled all policies.

• Initial Complaint

  Date:09/22/2023

  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.

  Stared this policy as of 12/2002 Paid out around ****** on this policy American Income life insurance My dispute is why they are only paying me out so little when we were told they would cover a lot more when we started this policy and know that my husband has past I have gotten nothing but excuses from them.My deceased husband is ******************************* the policy numbers thru them is ******* Claim number is *******

  Business Response

  Date: 10/03/2023

  Our office would like to thank ******************** for reaching out to our office regarding this matter.  We have sent an email directly to her with a list of claims received and claims paid.  If there are outstanding claims that should be considered, they can be submitted to our office for review. ******************

• Initial Complaint

  Date:09/21/2023

  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.

  I signed up for this it wasnt supposed to start till a 7-06-23. They took it out early and I got charged a 36 dollar overdraft fee then they took it out again on 7-11-2023 and i got another overdraft fee. Ive contacted the company and was supposed to get a refund have not gotten anything

  Business Response

  Date: 10/04/2023

  We would like to thank ******************* for allowing us to respond. Our records show that Mr. ********* application was received in our office on June 27, ************************************************************************************* order to begin the underwriting process.  The agent who wrote the application should have explained that the initial draft would take place right away which would have also been stated in the What Comes Next form left in Mr. ********* folder by the agent. 
  
  Our records indicate that a request to cancel his ****** was received in our office on July 27, 2023 and a cancellation form was sent to ******************** to be completed, signed and returned to our office for processing.  However, a review of our records does not show that the completed form  has been received. 
  
  In order to resolve this situation, we will forgo the cancellation form and have cancelled Mr.********* ****** as of its issue date and all premiums received are being refunded. 
  
  We hope to have resolved this matter to Mr. ********* satisfaction. 

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service 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 canceled my insurance with my previous provider within coverage dates in order not to be charged again. But they charged me for another month. When I called back and asked why, I was informed the agent did not cancel my policy correctly. Now they will not refund my money.

  Business Response

  Date: 09/26/2023

  We would like to thank the insured for reaching out to us regarding this matter.  ****************** has 3 policies with our office.  We received a request to cancel policy ********, and it was cancelled as of July 1, 2023.  We did not receive a request to cancel policies ******** and 18110696.  We will cancel those policies as of the July due date and refund 2 months premium on each.

  Customer Answer

  Date: 09/28/2023

  I have reviewed the business response and accept this resolution.