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

841 total complaints in the last 3 years.
353 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/01/2023
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 canceled the service like a year ago (or maybe more) but they keep charging me monthly.
Business Response
Date: 09/06/2023
We would like to thank Mr. ***** for contacting our office. Our records do not reflect a request cancellation prior to this contact. At his request policies 14818167/68 will be surrendered for the cash value. Policies 14818169/70/71 are being cancelled as of the current due date. thank you
Customer Answer
Date: 09/06/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:08/01/2023
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 May 25, 2021 I signed up for life insurance from American Income Life for myself and my husband. This company was referred by my union and I thought it was a trustworthy company. This year when the renewal came up not only did they renew my policy without informing me of the increase of the premium and also the monthly dues. I contacted them immediately and requested a cancellation on it. After over 10 days of back and forth and still charging my bank, I received a letter that the policies for both myself and husband have been cancelled. The next month after May 2022 they drafter another month from my bank again with out authorization. I contacted them and they will not give me a straight answer but just to dispute it with my bank. I did do a dispute with my bank and after paying my bank to reject any of their transactions I now keep getting constant calls from different people about my policy being past due and demanding payments. I have contact them to make a complain but nothing has been done. I have voice mails from 8am in the morning up until 8pm in the night multiple times during the day. I need this company to be review as this is not fair business.
Business Response
Date: 08/25/2023
We would like to thank ************** for allowing us to respond. A review of our records indicates that ************** called our office on May 23,2023 to cancel coverage for herself and her husband, *******************************;however, the owner of two of their policies was daughter ************************** Further contact was required from ******************, who reached out to us on May 24th,2023 to complete the cancellation. Due to an internal error, bank drafts for two policies were not stopped in time to prevent an additional draft to the customers account. As noted by **************, those drafts were returned to our office as unpaid items by the bank and were not successfully collected. At this time, all coverage for ************** and ********************************* is cancelled and no further drafts will occur.

We have added the contact information for all policies to our internal do not call list and have asked the independently owned local office that services their area to mark their records accordingly. This process *** take up to 10 business days to go through our system, during which time contact *** occur. In the event that takes place, we ask that ************** and ********************************* kindly inform the caller that they have been added to our do not call list and to cease further contact.

We hope to have resolved this matter to Ms. ****** satisfaction.
Initial Complaint
Date:07/28/2023
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.
The nature of this dispute is to collect money from a life insurance policy my mom paid American life prior to her recent death. I made more than 14 calls since February to resolve this issue. our impasse is that they claimed they mailed me a check that I never received. I was emailed a copy of a check that they claimed they mailed to me which bears a name different than mine. It is obvious a case of fraud but American Life wants me to pay (without reimbursement) to have a statement notarized stating that I did not benefit from the crime. I believe they should reimburse me as it is a crime of fraud committed against American Life. Historically, I have been told different things from different American Life representatives regarding mailing the check. I was told on June 29, 2023 that my check would be mailed on Friday, June 30, 2023. I called a week later and was told that the check was not sent because the fraud related information was not formatted correctly by American Life staff. My Mother passed in January 2023 and I have been back and forth with American Life since February 2023. American Life is not refusing to pay but has refused to agree to reimburse for ***************
Business Response
Date: 08/04/2023
Our office has had to reach out to the complainant for his mothers policy information as it was not provided. Upon receipt the matter will be reviewed and a complete response provided.
Customer Answer
Date: 08/04/2023
My Mother name is ************************************;
DOB 2-16-1947
Last four digits 9899
Customer Answer
Date: 08/04/2023
I am rejecting this response because: the issue hasn't changed.
Here is the requested information
Policy number 11833214
Policy holder: ************************************;
DOB: 2-16-1947
Last four : 9899
Customer Answer
Date: 09/18/2023
I got the check in the mail today.

Thank you

***************;
Initial Complaint
Date:07/27/2023
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.
Terrible company to deal with, keep giving us the run around when trying to cancle our policies and getting our money back. My husband and I called in June to cancle our policies we were told they we're cancled and we would not be charged anymore. I asked for proof it was canceled via email and was told that was not an option and we'd receive something in the mail which we never did! Only to continue to be charged for 2 months because apparently they sell you multiple policies with multiple policy numbers without telling you! We had to call back after being charged twice and we're finally told we had multiple policies we had to cancel and this time given ALL the policies numbers we had and a form via email to cancle (which we were told the 1st time wasn't an option) now we are trying to get the 2 months we were charged for because the 1st agent "forgot" to mention we had more than on policy when we called. We would like back the last 2 months we are owed. Admit your agent made a mistake and make make it right with your customers instead of fighting with them and refusing to fix the issue
Business Response
Date: 08/09/2023
PLease allow an additional time for our office to provide a complete response. We will submit our response by August 25, 2023.
Customer Answer
Date: 08/09/2023
I am rejecting this response because: I will wait until they give a proper response
Business Response
Date: 08/25/2023
We would like to thank Ms.******** for allowing us to respond. Our records show that her husband *********************** called our office on May 19, 2023 and requested the cancellation of policy number CD2228980 only which has been handled. Since ************** did not provide or indicate that he wished any other coverage none of the other existing coverage was cancelled.

While we show that all policies in the household have since been cancelled or cash surrendered for their individual cash values in order to resolve this situation we credited a total of $536.03 on August 22, 2023 that represents a refund of two months premiums minus the overage of cash surrender value already paid. All policies in the household have been cancelled as requested.

We hope to have resolved this matter satisfactorily.
Customer Answer
Date: 08/25/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:07/25/2023
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.
In June of 2023 was contacted by AIL rep ******************* about my policy. I told her I didn't have any policy's. My wife still did but not me. She went on to explain that I had a term policy. I said no it was terminated in 2022 when a male AIL rep tried to change it to whole life in 2022. But I was denied. I had a term from 2012 to 2022 for a ten year term. So after denied whole life in 2022 i left it alone thinking that's it denied whole and didn't want anymore term life. So AIL kept it going until I turned them off in June of 2023 cut off from my bank. In ******************************************************************** Sept of 2022 I had a 4cabg heart bypass surgery. Had no clue AIL was tapping my bank account. They also never sent any paper work for any term policy and I wouldn't of renewed anymore term policies. They also charged me double of what it initially was was went from $120 per month to $240 per month. They sent me a denied letter back in 2022 for whole life. I don't think I kept it but I will look in my papers. AIL rep a male from ******** did zoom meeting back in 2022 trying to change my term to whole. But denied by letter. They never sent me a letter with *********** policy until this June with any policy numbers. I do have bank statements
Customer Answer
Date: 08/01/2023
Just wanted to say I'm 57 and it took me a year until ******************* called about the supposedly term policy she claimed I had I still wouldn't of noticed it unless my wife caught it I only check balance onced a month and never noticed. How about all the seniors that are older that never notice their bank accounts also? *********************** ************
Customer Answer
Date: 08/01/2023
Just wanted to say I'm 57 and it took me a year until ******************* called about the supposedly term policy she claimed I had I still wouldn't of noticed it unless my wife caught it I only check balance onced a month and never noticed. How about all the seniors that are older that never notice their bank accounts also? *********************** ************
Business Response
Date: 08/22/2023
We would like to thank **************** for reaching out to use regarding policy 11745284. Our records show it is a Term Life policy with an effective date of 07.19.2012 and a paid to date of 06.19.2023. We have completed our review of this matter. While the benefit schedule did provide the breakdown of the 10 year terms, and our office did follow up with a letter of reminder, we feel there was some confusion with the interaction of the new agent. Our office will cancel the policy as of the end of the 10-year term, and will refund premiums from that date. Please allow 7 business days for the refund to be released.
Initial Complaint
Date:07/25/2023
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 received a letter stating that American Income Life was the company providing life insurance benefits through the *********************************************, which I belong to. I responded to the letter, and was contacted by a sales representative named ******************* on October 19th of 2022.We video-chatted with **** and became increasingly concerned because he kept insisting he needed contact information for all of our family members as backup beneficiaries for our policy.We gave him a few phone numbers for immediate family members, but then he started saying they qualify for free policies as well and then offered to give free life insurance to absolutely anyone we provided contact info for. I got very creeped out and refused to tell him anything else.About three days later we got calls from all the family members we gave the numbers for. They each said they were contacted by people claiming to work for the union and said they were trying to sign them up for law enforcement. They always provided either my name or my wifes name to our family members and said we made the referral.Since that first time, different sales representatives have called my family repeatedly, at least 10 times. They called both sets of our parents today, always claiming to be with the union and saying that I or my wife explicitly told them to call our family members.My family members have told these people multiple times to stop contacting them. On multiple occasions theyve called me to speak with the American Income Life representative and I have told them to stop calling.I dont know where else to go to stop this harassment and these predatory sales practices.
Business Response
Date: 08/14/2023
We would like to thank ************** for bringing this to our attention. We received his information when he completed and returned a lead card for the ************************** of **. American Income has a group contract with this union that allows us to offer no-cost insurance to their members in good standing.
I have reached out to the agency office where this lead was sent, and have requested that they remove the references from their database that were provided by *************** This may take up to 10 business days for all leads to be recovered. We will also add ************** to our internal Do No Call List.
Business Response
Date: 08/15/2023
We would like to thank ************** for bringing this to our attention. We received his information when he completed and returned a lead card for the ************************** of **. American Income has a group contract with this union that allows us to offer no-cost insurance to their members in good standing.
I have reached out to the agency office where this lead was sent, and have requested that they remove the references from their database that were provided by *************** This may take up to 10 business days for all leads to be recovered. We will also add ************** to our internal Do No Call List.
Customer Answer
Date: 08/15/2023
I have reviewed the business response and accept this resolution.
Business Response
Date: 06/17/2024
We would like to thank ******************* for reaching back out to us regarding this matter. If he would send me the phone numbers that are receiving solicitation phone calls, I will contact the local SGA to make sure they are removed from their database. Also, if the family member retained the phone number they received the call from, I would like to have that as well. ******************
Customer Answer
Date: 06/17/2024
As requested, the number of my family member continuing to receive the unsolicited call is *****************. Unfortunately, she did not save the number she received the call from.
Thank you for your assistance.
Initial Complaint
Date:07/24/2023
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.
******** **** asked copies of both of his policies as one he doesn't even recall doing ".The first policy # is ******* signed on 6-30-1976. The second policy on 11-22-2011 for which I have been paying for monthly that I have no documentation on. I/ We would appreciate a copy of both polies and beneficiaries."
Business Response
Date: 08/01/2023
I would like to thank ************ for reaching out to us. We will mailed full duplicate policies (*******, ********) to his home address. The policies will have copies of the applications, which provide the beneficiary information. He is welcome to contact me directly if he would like to receive electronic copies. ******************
Customer Answer
Date: 08/01/2023
I am rejecting this response because: in my opinion there was never a second poly that ************************* had been informed on nor does *********************** believe that is his signature on the second so called policy. With what they sent was also a letter saying that ************************* asked to change beneficiaries dated July 20th but that person had passed decades ago. We were told a complete audit was being done and sent to us which we have not received on the original and only policy ************************* should have been paying on. We were told today that only 1 person from the company can speak to us now in case it goes to litigation.
Business Response
Date: 08/11/2023
Our office has responded directly to the insured. Please let us know if we can be of further assistance. ******************
Customer Answer
Date: 08/15/2023
Dispute has not been settled to your satisfaction. A complaint to be completed with ***** Department of Insurance and already have called the attorney Generals office. Since I asked to be informed they have now said the policy's are no longer valid. Ill let the *** office and TDI take all the information and deal accordingly.
My step father pad on a policy he never signed for since 2011. All the time he thought the money was going to the policy my now deceased mom took out in the 70's. It appears they sold a policy for 16k of life insurance then 10 years later it dropped to only 8, 000 then they say there were withdraws from the account and interest at 8- 10 % now there is nothing left.
This company gave me the run around for months, they lied, and the sold an elder a second insurance policy that he never signed for that he has been paying on for 1400. They refused to give him his money back and said it must have been done on the computer and they are not responsible for their agents.
PLEASE BE CAREFULK if you are going to do ANY business with this company.
Business Response
Date: 08/25/2023
Our office has previously responded directly to the insured and to ** Department of Insurance.
Duplicate policies have been mailed to the insured's home address. We have also sent a loan audit for policy 1062269. At this time the loan balance exceeds the cash value of policy 1062269. the policy is due for the July 1, 2023 premium. In order to save this policy premiums must be paid, and a payment towards the outstand loan must be paid.
Policy ******** has lapsed, and is no longer in force.
Both policies were issued as applied for. We will accept past due premiums to put the policies back in force without evidence of insurability. ************ should contact me directly to make those arrangements. ******************
Initial Complaint
Date:07/24/2023
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.
I have been attempting to cancel my term life policies from American Income Life Insurance since May 2023. The last time I called the company I was left on hold for an absurd amount of time then every time I explained to the phone representative I wished to cancel my policies I was put on hold again, transferred to someone else who then attempted to resale me another policy. after being on the phone for over 2 and half a hours the final representative told me it would take a WEEK to send the email form to cancel my policy. Shortly after this covnvo I called my bank and asked to put a stop payment on American Income to head off any attempts from them taking anymore of my money. We are now more than half way through July and I have yet to receive the cancellation email but I've received two emails from them trying collect the past due policies. I am not looking for any monetary compensation I just want to cancel my policies so I do not have to keep issuing stop payments against this company every year.
Business Response
Date: 08/01/2023
We would like to thank ************** for reaching out to us. Policies ********/39 and ******** have been cancelled. Policy ******** has a small cash value which will be released within the next 7 business days. We trust this action will satisfy this complaint.
Initial Complaint
Date:07/24/2023
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.
An outstanding balance of ****** was sent via mail. They are requesting my advances back that I was given for the time I was with the company.
Business Response
Date: 08/01/2023
We would like to thank Ms. ****** for reaching out to us about this matter. We are currently reviewing and will provide a response soon.
Business Response
Date: 08/04/2023
We would like to thank Ms.****** for allowing us to respond. A member of ********** accounting department will be in touch with her to properly explain and review this matter with Ms. ****** directly.
Customer Answer
Date: 08/10/2023
I am rejecting this response because: I was with the company 11 months and I wrote plenty of business. When I started it was stated that I was getting low commissions because the other percentage would go into an imaginary "bucket" that would cover any debts that I may occur. ************************* and ******************************* were my direct managers. I am not satisfied because the person I spoke with said that my debt is coming from my advances on people who are still paying on their policies not chargebacks. They also stated that if I would've been with the company a few more weeks (a full year) my debt of the ****** would have been taken care of. Therefore, I do not feel as if I should be paying back my advances that were given to me if the clients are still paying.
Initial Complaint
Date:07/24/2023
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.
I have 4 policy they owe me refund on. They are refusing to pay. Because they took to long to respond. I had to follow up ti see what was going on. They are trying to say it was after 30 days and my social security number was missing. **** is a lie I had the orginal copy that I made and sent to them. I emailed it the second time. I WANT MY MONEY FROM THESE CRIMINALS
Business Response
Date: 08/04/2023
We would like to thank **************** for allowing our office the opportunity to review the status of her policies. We located policies associated with her.
17139104 **************************************** LPU65 Policy has a paid to date of 06/22/23. This policy was surrendered for the Cash Value on 7/12/23. Surrender check amount of $18.00 was mailed on 7/24/23
12265252 **************************************** A71 family policy Policy has a paid to date of 06/12/23 This policy was cancelled on 7/12/23.
17768857 ********************************************** This policy has a paid to date of 06/26/23. This policy was cancelled on 7/12/23. This policy had no cash value.
18171266 ********************************************** Policy apsed as of 01/13/23. This policy had no cash value.
12265251 *************************** WL This policy was surrendered for the cash value as of the paid to date of 10/12/19. A surrendered check was mailed for the amount of $431.60. The check has been cashed.
Please let me know if our office can be of further assistance.

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American Income Life Insurance Company is BBB Accredited.