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

842 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:04/15/2025
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.
On March 31st, 2025 I sent a message through the "Contact Us" section of American Income Life stating I'd like to cancel my policy. I received an email on April 2nd from a ******* ******** stating that they would place my account on hold and mail me cancellation forms. I received an ACH debit for my life insurance on April 8th even though I was informed I wouldn't. Today, I called stating that not only did no one place my account on hold, mail any cancellation forms, but that I also had a second policy opened as well. I was told two months ago that my original policy had come back from the underwriters and the agent was telling me about more coverage. Not once did he state he would open a second policy to go along with my original one.
Business Response
Date: 04/25/2025
We would like to thank Ms. ***** for allowing us to respond. Our records show that an email from Ms. ***** dated March 31, 2025 was received in our office which requested the cancellation of policy number ********. This policy was removed from automatic bank draft to prevent her account from being drafted while in the cancellation process and a cancellation form was mailed to her to be completed, signed and returned to our office for processing. An email was sent to Ms. ***** on April 2, 2025 with this information which she confirmed as being received.

A further review of our records shows that an application dated February 4, 2025 was received in our office which resulted in policy number ******** being issued. An email dated February 5, 2025 was sent to the email address on the application which included a summary sheet of the coverage just purchased. The email address on the application coincides with the email address provided by Ms. ***** in her correspondence with the Better Business Bureau. The application was finalized and the contract was mailed to ******** address on the application, which also coincides with the address provided to the Better Business Bureau, on February 18, 2025.

We do not show the completed cancellation has been received in our office, however, in order to resolve this situation we have cancelled policy number ******** as well as policy number ******** and have refunded the April premium drafted for policy number ******** in the amount of $88.50 via check. Letters confirming the cancellation of both policies have been sent to the address on file for Ms. **************** hope to have resolved Ms. ***** concerns.
Initial Complaint
Date:04/15/2025
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.
Three months ago I requested to close my 5 life policy with American Income Life Insurance Company. In this three months the company has hung up on me at different times, sent me forms to sign to deposit my money into my checking account. Signed the 5 forms and sent 5 void check as requested by the company. The **** requested the ****** Funeral Home to sign release paperwork and they did twice within the three months and every time the insurance company will say they are working on it and the money will be deposited in 10 business days . The last date for it to be deposited was April 8th. Now starting on a forth month. I dont know what to do. The AILICompany just keeps saying that they are working on it and my policies are closed and in 10 days I will get my money but I never do. Can you please help me.?
Business Response
Date: 04/29/2025
We would like to thank ******** ***** for reaching out to our office regarding this matter. Per our records, there was a transfer of ownership completed by ******** ***** to ******************************, in November 2015. We received a cancellation request from signed by the ****** Funeral Home on March 21st, 2025. Unfortunately, the surrender checks for policies ******* ($3,3173.93) and ******* ($1,844.93) were made payable to ******** ***** and mailed. Our offices will need to place a stop payment on those checks and reissue them made payable to ******************************* Please allow 7-10 business days for this request to be processed.
For policy *******, our records show the policy lapsed as of October 16th, 2024.
For accident policy *******, our records show the policy lapsed as of February 8th, 2025 and no refund was due.
For policy ********, the policy lapsed as of January 8th, 2025, and no refund was due as the cash value was used up.
Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/15/2025
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.
they refuse to cancel my insurance, after calling them 3 times, they still havent sent me a cancellation form through email, and they have now said they are going to take ***** out of my account instead of the 91 and 86 per month
Business Response
Date: 04/23/2025
We would like to thank Mr. ****** for allowing us to respond. A review of our records shows that Mr. ****** called our office on April 14, 2025 to request the cancellation of his coverage and was transferred to the correct department to handle his request. Both policies were removed from automatic bank draft to prevent his account from being drafted while in the cancellation process and a cancellation form was sent to the email address on file on April 16, 2025. The completed form was received and both active policies have been cancelled. Letters dated April 21, 2025 confirming the cancellation of the policies were mailed to the address on file.

A further review of our records indicates that there is pending application for Mr. ****** and our ************************ has reached out to Mr. ****** regarding the application and will handle as requested once a response is received.

We hope to have addressed Mr. ******* concerns.
Initial Complaint
Date:04/15/2025
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.
Policy#******** for Refund for $442.24. After policy got canceled back in October and confirmed by American Income Life they still kept charging me illegally. I requested a refund and called tenths of times and I keep getting a different answer each time. From its in the process its approved its on its way now its being reviewed. I need to get this resolved
Business Response
Date: 04/28/2025
We would like to thank ******* ******* for reaching out to our office regarding this matter. Per our records, policy ******** was surrendered on January 9th, 2025 and check #****** was issued in the amount of $225.61 reflecting the cash value available as of the January 9th, 2025 surrender date. A request was then submitted to refund four months of premium payments totaling $442.24 and surrender the policy as of the original request in September 2024. Using the surrender date of September 14th, 2024, the cash value changed to $124.81, meaning we overpaid the cash value by $100.80. Therefore, the overpayment of $100.80 was subtracted from the $442.24 which left a remainder of $341.44 for the four month premium refund. That amount was deposited via ACH deposit to the bank account listed on April 10th, 2025. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/15/2025
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.
I filed a cancer insurance claim. I was diagnosed with prostate cancer 6/19/2024. I signed release for all doctors prior to securing the cancer insurance which was a rider to a life insurance. All medical records have proven I did not have cancer. Today after months of waiting thinking I can be reimbursed for less less than $800. The last time I submitted to them release for additional information was January 28, 2025. The letter today April 7, 2025, they are saying additional information is needed. I have no additional information. Cancer is the ONLY illness I have ever had in my 71 years on this earth. They stated, "YOUR COMPLETE AND PROMPT RESPONSE TO FUTURE RQUESTS WILL ENABLE US TO OBTAIN THE NECESSARY INFORMATION QUICKLY". Please ask them to explain what else are they asking me to do. They have access to all my records from birth and they want. I signed for this small insurance policy 10-13-2023. I also sent as requested both primary care physicians for the past 5 years: Dr. ******* ****** (Current), and past: *********************
Business Response
Date: 05/01/2025
We would like to thank ****** ******** for reaching out to our office regarding this matter. ****************** with our ***************************** the claim was received December 17th, 2024. This is a contestable policy and they have been in the process of requesting records as is the normal process. They have received several sets of records, most recently on April 29th, 2025. These records are being reviewed by underwriting currently. There are also two sets of records they are waiting to receive. Unfortunately, the acquisition of records can take time due to provider response and their requirements for specific release. A recent release from the insured was received March 19th, 2025 for the claims department to continue their review. We understand the frustration at the delay and hope to conclude the review of the prior medical records shortly. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/11/2025
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.
Policy # ********. I filled out a cash value surrender form on 03/19/2025, and provided my bank routing and account number for them to deposit the cash value of the policy, a little over $12,900. I was told 3 to 5 business days. It's been much longer than that. I've called and left support tickets on their website, and all I can get from them is that it will be 3 to 5 business days.I want them to deposit the funds into my bank account IMMEDIATELY. If not received by Monday, April 14, 2025, I want an additional 10% late fee added to the amount.
Business Response
Date: 04/21/2025
We would like to thank ****** ***** for reaching our to our office regarding this matter. Per our records, the written policy cancellation form was received by our offices on March 19th, 2025. The policy cancellation was processed and check #****** was issued in the amount of $12,933.26 on April 3rd, 2025. (See attached). As of April 21st, 2025, the check has not cleared our account. Please let our offices know if we can be of further assistance.
Customer Answer
Date: 04/21/2025
I am rejecting this response because:

I never received the check. The mailing address appears to be correct.

Please put a trace on the check, as it appears to have been lost somewhere along the way, or never mailed.

Additionally, the refund was supposed to have been issued by direct deposit into the bank account corresponding to the routing and account number specified in the surrender document *** docusign.
I have mussed several market buying opportunities due to your late payment. Please fix this right away.
Business Response
Date: 04/22/2025
We would like to thank ****** ***** for reaching out to our office regarding this matter. We regret the delay in issuing the surrender payment but due to the amount of cash value, the payment had to go through an approval process before being issued. Per our records, the check was mailed on April 20th, 2025. ************ would like the funds to be deposited via ACH deposit, we can issue a stop payment on the check and deposit those funds into the bank account listed on the surrender form. Please be advised that this process will take up to 3 business days to complete. Please let our office know of Mr. ******* preference. We hoped to have resolved this issue and apologize again for the delay. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/25/2025
I am rejecting this response because:

As of Friday, April 25, 2025, I *STILL* have not received the check. Please put a trace on the check, and see if you can find where it got lost. I need the money which is due to me, as soon as possible.
Customer Answer
Date: 04/29/2025
I *FINALLY* received the check today. Concerned about their solvency. It took ONE month and TEN days for them to get my money to me. Hopefully the check won't bounce. I just deposited it today.
Initial Complaint
Date:04/11/2025
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.
********* from American Income Life has been harrasing me due to a friends policy. He masks his number and calls me multiple times under "No Caller ID" I have asked him not to be contacted multiple times and have asked him not to double call me and he continues to do so.
Business Response
Date: 04/22/2025
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 to cease any further attempts at contact. If future attempts at contact are made, please provide the phone number used and we will address the issued on an individual basis. Please allow 5-7 business days for this request to be processed. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/11/2025
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.
American income life insurance has been pulling 80 dollars a month for about 3 years totaling ***** most recently on the 17th of March I inquired about my policy as I was wanting to cancel it after calling I found out they have no record of me in their system at all but are taking money from my bank account. After multiple calls of no resolution and failure of cooperation from American income life insurance I got ahold of my bank put a stop payment and got a number from the transaction and called AIL back and they said that was the policy number and after asking to cancel the account since Im paying for it they said since Im not the person on the policy i cannot cancel the policy so I have been paying three years of whole life insurance to a fraudulent policy on a account opened for me but it would only benefit AIL as they are collecting money to a policy knowing they will never have to pay it out as they have it linked to a non existent person instead of myself the policy holder. Policy number with American life insurance is ********
Business Response
Date: 04/23/2025
We would like to thank ***** ******* for reaching out to our office regarding this matter. Per our review of the phone call from April 2nd, 2025, our offices advised Mr. ******* that in order to cancel the policy and cease further ********, we would need a copy of his driver's license and his Social Security card to correct the misspelled last name and SSN. Once these documents have been provided, we would be happy to complete the policy cancellation process. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/23/2025
I am rejecting this response because: That does not solve the fact they have been funneling money from my account into a fraud account for a non existent person that would not have paid in the case of death and to prevent any more personal information being breached or compromised or messed up even further than already done by this company for their lack of competence.
Customer Answer
Date: 05/02/2025
Company has sent an invoice still requesting payment as they will not cancel and refund the account as stated in the original complaint the bank had to be called to cancel payment since the company is unwilling to cooperate with the person they are funneling money from and now want me to pay for a service or account that they wouldnt even pay incase of my death so maybe the only reasonable thing is to sue since fraud is illegal. And since the company has still contacted me asking for payment to a fraud account that is harassment. As the company was to not contact me according to the complaint filed.
Business Response
Date: 05/02/2025
We would like to thank ***** ******* for reaching out to our office regarding this matter. After further review of the Company's records, due to an agent error, Mr. ********* last name was misspelled, as well as his SSN entered incorrectly. Therefore, we requested personal information from Mr. ******* for verification, however, we no longer need this information.
As such, we have cancelled Mr. ********* policy. The policy does not have any cash value to surrender at this point. And, as the first date of contact requesting policy cancellation occurred on April 2nd, 2025, and the April premium returned back to us for stop payment, no premium refunds are due.
Under the provisions of the policy, Mr. ******* was covered and if a claim was made, it would have been reviewed for consideration.
We apologize for the inconvenience and frustration this may have caused Mr. ************** Please let our office know if we can be of further assistance.

Customer Answer
Date: 05/04/2025
I am rejecting this response because: the issue has not been resolved by the company I had to get stop payment from the bank so they would stop funneling money from my bank account to a non existent person until the total amount they have fraudulently taken from my account is returned the issue will not be resolved.
Customer Answer
Date: 05/13/2025
Company is again contacting me without refunding the policy amount they have fraudulently taken from my account and are contacting me seeking payment for their insurance company that has not provided any service for me other than theft and misuse of personal information given to the company.
Initial Complaint
Date:04/10/2025
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.
Mrch 23, 2025. I have requested a loan from my life insurance. I was told that it would be in my account in 3-5 days. After 5 days I called and they stated that they couldn't direct deposit because my bank account was not in the system for 6 months. No one called to tell me. Instead said they would the check out that day instead and it would take 7-10 days to get. I again called and asked for the information of getting the check..... when it was sent. I was told sunday march 30th. Knowing that was not true I called again a few days later and now they are telling me they sent it out April 2nd. I have not received it. I asked if they could send it priority mail since I was lied too a few times. They refused.
Business Response
Date: 04/22/2025
We would like to thank ******** ****** for reaching out to our office regarding this issue. Per our records, check # ****** was issued on March 30th, 2025 in the requested amount of $450.00. The check cleared our account on April 14th, 2025. Please see the attached check and screenshot reflecting the check clearing our account. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/10/2025
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.
BBB you should be ashamed that you accredit this company as A+!!! This insurance company is just scam after scam. They call from multiple phone numbers at all hours of the day, sell your phone number, show up at your house, and dishonestly upsell you on things that aren't to be upsold. Due to this I switched to a different insurance company and broker. That broker, who is honest, told me that I can get some of my money back by borrowing from the cash value of my policies. Great. However, he said if AIL is as dishonest as I was saying, I should stop automatic billing and ask for paper bills, request to borrow from my cash value and stop making my monthly payments. *** has a history of still taking the monthly payments after someone cancels so this was my plan. I called in on 2/13/25 and went through these processes for both policies and was told that a check would be MAILED to me for $1,372.50, as I stopped the auto payments and removed my bank account information. Nothing happened other than receiving my next bills by paper in the mail. I messaged corporate via the website asking for an update. I received an email with a copy and paste form in the body asking for my bank account information. Obviously not doing that. I called again on 3/20/25 and ******* told me that I never signed the form that they required. I never received a form in email nor mail. She sent me a docusign while I was on the phone and I completed it. The docusign said 'maximum' allowed and not an amount...shady. ******* said I would receive a check in the MAIL now that the form was completed. Today, 4/10/25 I called and spoke to Clarianna. She said the form was in my account and she would email the ********************** She said 'Sorry it's taking awhile but it looks like the form wasn't processed.'...shady again. I'm sure this is their game, hoping that people will just let it go but I won't. I've been harassed and put in too much money to let it go. You can send the bills, send the check!
Business Response
Date: 04/23/2025
We would like to thank ******** **** for reaching out to our office regarding this matter. We regret the errors in processing the loan request and the difficulty in receiving the funds. We have rescinded the automatic premium loans incurred on policy ******** and waived two months of premiums and will be issuing a check in the amount of $704.70 reflecting the amount originally requested on February 13th, 2025. For policy ******** we are waiving two months of premiums and issuing a check for $667.80 reflecting the amount quoted at the original request on February 13th, 2025. Please allow 5-7 business days for these requests to be processed. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/23/2025
I have reviewed the business response and accept this resolution. As stated, after allowing 5-7 days to process, if no check is received within 10 days, I will reach out to BBB again. Once the check is received, please cancel both policies.

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American Income Life Insurance Company is BBB Accredited.