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

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  American Income Life Insurance Company

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

  
• 

  American Income Life Insurance Company

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

• 

  American Income Life Insurance Company

  101 5th St STE 206 Hollister, CA 95023-3925

• 

  American Income Life - Tommy Vena

  999 E Touhy Ave STE 250 Des Plaines, IL 60018-2704

  

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:07/06/2023

  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 2020 I was contacted by American Income Life to enroll in a life insurance plan as they are associated with the union I am apart of. (North Central ************************* I signed up for a life insurance and pay protection package costing $197.64 per month. They continuously called me and pushed different packages/benefits at me and even upgraded my policy without telling me. In March 2023 I was contacted again and told their employee Firat Ucar that I was not interested and wanted to cancel my entire policy. He proceeded to hang up on me. In May 2023 I was contacted by ******* an employee wanting to again sell me a policy. I told her I had one and had requested for it to be canceled. She tried to research why it wasn't canceled and told me that she was canceling it and I wouldn't be charged again. She said she would follow up when it was done, I never heard back again. In June 2023, I was contacted by another employee ******************* who once again was trying to upgrade my policy. I told him again that I have been trying to canceling the policy and to please cancel the policy. I have now spent $9,486 on this policy that I have no records of and continue to be charged every month.

  Business Response

  Date: 07/24/2023

  We would like to thank ******************* for allowing us to respond.  Our records show that ******************** called our office on June 28, 2023 to request the cancellation of his coverage and cancellation forms for each policy were emailed to the email address on file, however, we do not show the completed forms have been received. 
  
  In order to resolve this situation we have cancelled ********************** policies based on this correspondence and will mail acknowledgement letters for each of his policies to the address on file.  Since ******************** does not own his significant others policy we are not able to cancel that one.  She will need to complete the cancellation form, sign it and submit it for processing. 
  
  In addition, 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 they kindly inform the caller that they have been added to our list and to discontinue contact.
  
  We hope to have resolved this matter for *********************  

• Initial Complaint

  Date:07/05/2023

  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 tried on many occasions to get this company to change my beneficiary on life insurance. For the last 6 years to be exact and it has come to my attention recently that they still have not done so. I thought the problem was taken care of years ago and until I got married recently I found out it was not. I have since went as far as cancelling my checking account so they can no longer take payment directly out of my account. They still have not cancelled the policy and are now sending me paper bills in the mail instead of cancelling the policy.

  Business Response

  Date: 07/13/2023

  We appreciate ************** reaching out to us regarding his policies. Policy ******** has been surrendered for the cash value and the additional funds released with the next 3 business days.  Policy ******** will be cancelled as of 06.03.2023 and the last premium will be refunded.  We are reaching out to the insured directly regarding whether or not he wants to leave policy ******** in force.

• Initial Complaint

  Date:06/29/2023

  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.

  Applied for a life insurance policy through my union with this company but cancelled the application shortly after applying when I called them over the phone. I spoke to a representative who told me they would cancel the application and refund me the first payment they removed from my bank. They said I should receive a refund in the next two weeks from that phone call. Well I have been waiting for my refund and looked at my bank statement and saw they charged me again for the month of June. I called them again June 21st and they said I was not able to cancel over the phone and I needed to send paperwork to them that they would email me in the next 24hrs. After confirming my email address they have not sent the cancellation form after its been over ******************************************************************************************************************************** refunds. I do not recommend using this company after reading how difficult it is to cancel and request refunds from them. I would like them to confirm my application/ policy was cancelled and would like my two full refunds.

  Business Response

  Date: 07/20/2023

  Our office is currently reviewing this matter and will provide a response shortly.

  Business Response

  Date: 07/24/2023

  We would like to thank ******************* for allowing us to respond.  Our records show that ******************** called our office on June 21, 2023 to request the cancellation of the recently issued policies and cancellation forms for each policy were emailed to *************************************** on June 22, 2023.  The forms were to have been completed, signed and returned to our office for processing. 
  
  A completed form was received on June 22, 2023 for the life policies which have both been cancelled and all premiums refunded.  However, the accident policy was not include in that form and has remained active.  Based on this correspondence we have cancelled the accident policy and will refund all premiums paid. 
  
  We would like to confirm that all three policies have now been cancelled with a full refund of all premiums paid.  We hope to have addressed Mr. ********* concerns. 

• Initial Complaint

  Date:06/29/2023

  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.

  I have asked many agents many times to stop calling and contacting me. I get calls multiple times a week and often most of the days in a week. I do not want to be called.Please stop calling me. The agents say they will put me on a do not call list but they never do. I just want to pay my bill for my serive and have any contact be by mail. Please stop calling me.

  Business Response

  Date: 07/26/2023

  We would like to thank ***************** for allowing to respond.  Our records show that ****************** has active coverage with our Company which may require contact every now and then regarding her coverage, however, as requested we have added Ms. ******** contact information to our internal Do Not Call list and have asked the independently owned business office which services her area to mark their records accordingly.
  
  Please note that it may take up to ***************************************************************************************************** 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 resolved this matter to Ms. ******** satisfaction.  

• Initial Complaint

  Date:06/29/2023

  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.

  I had a policy with this company. I was contacted by someone talking to me about another kind of policy. I liked this policy better and agreed to go with that one and to stop the older one. I was reassured this was to happen. The next month my bank account had two withdrawals, one for the older policy and one for the new one. I called several times to get this straightened out to no avail. When the second month came and my account had two more withdrawals I called the corporate number. I was on the phone being transferred and on hold numerous times for 3 hours. Totally irritated I went to my bank and paid the fee to stop them from taking out any more of my money. This was over a year ago and they still call me stating my policy "lapsed" in November of ******************************* I explain nicely what had happened and that I am not interested for I have two other policies elsewhere and they become pushy. It gets to the point I hang up on them. They wait a month or so and call again. I am tired of being harassed by this company! I am not interested in buying ANY policies from this company and want them to quit wasting my time!

  Business Response

  Date: 07/18/2023

  Thank you for bringing this matter to our attention.  We have reached out to the agent office in your area and requested that your contact information be removed from their database.  In addition, we had added you to our internal DNC Registry.  It may take up to 10 days for any leads currently in the field to be called back.  ******************

  Customer Answer

  Date: 07/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/29/2023

  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.

  WHAT STARTED AS PHONE CALLS ALMOST DAILY, ASKED FOR THEM TO STOP.. THEN THEY STARTED TEXTING ME ALL THE ******* ASKED FOR THEM TO STOP. NOW, THEY ARE SHOWING UP AT MY HOUSE!! THEY ARE RELENTLESS!! IF FOR NO OTHER REASON THAN THAT, THAT I DON'T WANT ANYTHING TO DO WITH THEM!! BACK THE *** OFF!!

  Business Response

  Date: 07/14/2023

  We appreciate this being brought to our attention.  The phone number has been added to our internal Do No Call list.  In addition, we have reached out to the local agent office and requested that the contact information be removed from their database.  Should you continue to receive phone calls, please provide me with the phone number and I will further investigate.  ******************

• Initial Complaint

  Date:06/28/2023

  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.

  My husband and I have had life insurance through American Income Life insurance for just over a year. When we renewed our policy, we were given the new monthly premium of $239.13. The company took out two unauthorized payments from our account, one for $107.22 on 5/19/23 and second unauthorized payment of $346.35 on 6/21/23 (the payment should have been $239.13). We have tried contacting American Income Life Insurance's customer service to receive a refund but we told after 4 phone calls, each rep providing a different answer, that the monthly premium we were given was incorrect. We decided to cancel the policy and the customer service rep we spoke to was extremely rude and said we would need to mail a request in writing, however, the withdrawals from our account will continue in the meantime. We would like to be refunded $214.44 and would like to ensure our accounts with this company are closed so we can find a new company to assist with our insurance needs.

  Business Response

  Date: 07/18/2023

  We would like to thank the insured for reaching out to our office regarding her policies.  As there are multiple policies we are responding directly to the insured's email address.  ******************

  Business Response

  Date: 07/18/2023

  I have attached the emails sent to the insured.

  Customer Answer

  Date: 07/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/28/2023

  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.

  Ive asked AIL (American income life) to remove me and my file with all my family and friend contacts 2 years ago and as of today they are still contacting my family. It is embarrassing and violating cause I feel they took advantage of the extra contacts I provided as potential clients even though when I gave them the info it was for beneficiary purposes, not to contact and gain more clients. *** asked several times to remove my file as they clearly havent since they are still contacting my family and friends I dont know what else to do.

  Customer Answer

  Date: 06/28/2023

  Attached are emails of me requesting my file be removed. As of June 26, 2023 they are still contacting my friends and family after requesting not to. Bridgit from the emails no longer works for AIL so someone else will have to be contacted.

  Business Response

  Date: 07/20/2023

  Our office apologizes for our delayed response.  We have added ************************ to our internal Do Not Call Registry.

  Customer Answer

  Date: 07/20/2023

  Does this include my file with all my contacts? Can they remove the following to the do not contact list? I believe I was already removed from the contact list as they havent contacted me it was the list of peers I gave them that they were going after.

  *******************

  *******************************

  *** jubinville 

  *************************;

  then Ill be satisfied. 
  

  thank you,

  *******

  Business Response

  Date: 07/21/2023

  We would like to thank *********************** to allow us to respond.  As requested, we have added Ms.*********** ******* information to our internal do not call list and have asked the independently owned local business office that services her area to mark their records accordingly.  We have been able to identify 3 *******s provided by ************************ and have marked those as no ******* as well. 
  
  We ask that ************************ allow up to ********************************************************************************************************* the event this happens we ask that she kindly informs the caller that she has been added to our list and to discontinue *******. 

  Customer Answer

  Date: 07/26/2023

  The AIL has Contacted me to confirm removal of contacts and provided me a name to contact if anyone accidentally gets called In the future.  I am satisfied. Thank you for your assistance with this. 
  

  safe to close this case
  ******************************;

• Initial Complaint

  Date:06/27/2023

  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.

  We have been trying to cancel our American Income life insurance policies for a month now. Here is an outline of our contact:5/30/2023 10:32 AM (1hr, 18 min)? Called to cancel policies ? Was told by rep (after 1 hour on mute) that policy was suspended, and paperwork would be sent to address, he did not give me an option for email 6/9/2023 4:36 PM ? Attempted to call as I still had not heard anything or received paperwork, office was closed ? Logged into account via ailife.com to see policy still active (user: *********************)6/13/2023 9:42 AM (27 min)? Called to check on cancellation paperwork as it had not arrived ? Was told informed that account was not suspended, cancellation paperwork was not sent, and no notes were taken on our account ? Was given a number and extension to call back on the following Monday if I didnt receive anything but was not told how to use extension (main line doesnt prompt for one)? Logged into account via ailife.com to see policy still active (user:*********************) 6/19/2023 ? Logged into account via ailife.com to see Invalid User Id or Password meaning I can no longer access my account (user: *********************)6/20/********** AM ? Called and reached cancellations ? Asked to speak to a manager ? Was told it would be a while, then put on hold and hung up on 6/20/2023 10:15 AM ? Called back an reached ******** ? She sent me an email documenting our 5 policy numbers ? We informed Julliette that all 5 policies were to be canceled, ****** confirmed via voice on the call regarding hers ? Forwarded our account and all policies to be canceled by the cancellation **** 6/20/2023 (Person from 10:13 am call called back)? Rep from 10:13 called stating that the cancellation form that was supposed to be sent via email was mailed on the 14th (6 days ago) and to wait but her supervisor okayed her to resend it.? Stated that policies had not been cancelled Policies to be canceled are:

  Customer Answer

  Date: 06/27/2023

  After 4 calls, we finally received the forms to cancel via mail, postmarked on the 6/19/23 (our first call to cancel where we were told the cancellation forms were being sent was on 5/30/23) . The email version never came. It is a completely empty form with blocks to fill in the information. Why did this have to be mailed to us and not just downloaded from the portal? It didn't have any of the information on it anyway. This just seems like another hurdle to make canceling hard. We also had them remove the auto draft for our next payment since it is getting close after a month of trying to get rid of these policies, but I'm wondering if that payment is just going to come out of our payout amount now? It seems very shady. The forms were filled out and sent back to them. But now how do we get confirmation that those have been canceled? We have a tracking number so we will know when it's delivered to the ** box they gave us. Why did this have to go through snail mail? I'm pretty sure we were able to start the policy without having forms mailed to us via snail mail. I'm just so incensed that the first 3 people we spoke with did nothing to actually help us cancel our account. No mail, no notating the account, nothing. It's ridiculous. I don't feel like anyone at this company has ever spoken to us in good faith about any of it.

  Customer Answer

  Date: 06/30/2023

  Today we received 3 sets of cancellations forms, all postmarked from the 22nd of this month. Perhaps these are the ones that were originally requested between May 30th and June 20th, but they're all postmarked the same day. The cancellation forms we filled out and sent back arrived to American Income Life today as well, which we know from the tracking number we had for them. We also received a bill we weren't expecting. It has a due date of June 2nd but is post marked as the 22nd like the other forms we received. It is for $100 more than our usual monthly bill is. Also, I don't know what it could be for since we paid our monthly bill via auto draft on May 30th the day we started the process to cancel. I'm not sure how we would owe after just paying our bill, or why it would be significantly higher. I'm also not sure what they're trying to pull but this seems like some CYA behavior. My question is, after putting off sending those forms for almost a month and then sending us a fraudulent bill, are they trying to cut into the payout that we should be getting back from them? No one that we spoke to was able to tell us what our payout would be, although one said it could be somewhere around $500 a person. I attached the filled out forms we sent to cancel that arrived to American Income today. I also attached a copy of the errant, backdated bill that we received.

  Customer Answer

  Date: 07/03/2023

  We called today to let AMI know that our cancellation papers had arrived on Friday and check on the status of our account. Person we spoke with said they hadn't gotten them yet and it can take a few days to process and to check back after the July 4th holiday. Now our monthly bill for **** is due, even though the first person we spoke with on May 30th (the last time we paid a monthly fee) said that they had suspended our account. That person also didn't notate the account or send any of the cancellation forms, so I guess we shouldn't have trusted anything they said. We know from tracking that our forms arrived there on Friday, **** 30th. This will surely be deducted from our payout, even though we specifically started our cancellation process over a month ago to avoid this. 

  Customer Answer

  Date: 07/10/2023

  We received 2 emails confirming cancellation of 2 of our 5 policies, the one for our dependent ******* (********) and a smaller policy for ************************* (********). This leaves 2 policies for **** (******* and ********) and 1 policy for *******************************, my maiden name (********) in an unknown state. We called yet again to make sure those policies were canceled and to ask for an email confirmation with the close date and payout amount. The first person we spoke with said that emails are only sent sometimes and that the paper was in the mail. We said that wasn't acceptable considering we have been told various things were in the mail for almost a month and a half now. After asking to speak with a manager or supervisor I was put on hold and then hung up on. It's interesting that the 2 policies we did get email confirmation of were the 2 least expensive policies.

  Business Response

  Date: 07/11/2023

  Our office would like to thank the insured for reaching out to us.  Pursuant to the insured's request, the following action has been taken.

  Policy #******* was surrendered for the cash value and mailed on July 5, 2023.            
  Policy #******* was surrendered for the cash value and mailed on July 5, 2023.
  Policy #******** was surrendered for the cash value and mailed on July 5, 2023. 
  Policy #******** has been cancelled with no cash value.
  Policy #******** has been cancelled  with no cash value.

  Customer Answer

  Date: 07/13/2023

  I am rejecting this response because:   We have not received the mail that was supposedly mailed on the 5th with the cash value or *** kind of confirmation that 3 of the 5 accounts have even been closed. We did receive the attached bill postmarked for the 6th that the grace ****** for account ******** had ended and requesting immediate payment of $105.77. If it had been canceled on the 5th, why would I have gotten a bill on the 6th? And how did that bill arrive before the confirmation paperwork that our accounts had been closed. This has not been resolved. Not only have payments not been received, which should total somewhere around over $500 for one and just under $500 for the other, but we are getting bills after the supposed closeout date for at least 1 of them.

  Customer Answer

  Date: 07/27/2023

  We have received payments for all accounts. I don't believe that this would have been taken care of without filing this complaint. No paperwork was actually sent for cancelation until after this complaint was filed, a month after we originally requested them. We were hung up on at least 4 times. I lost track of the number of calls that were made. No formal cancellation notice was received for 3 of the accounts. They claimed we could not fill out these forms online nor could we get a copy to print. We had to wait for them to mail us blank form, which we put the policy numbers and our names on. It is nonsensical and incredibly frustrating. Not a single person we spoke with was able to see on the account the number of times we had called trying to cancel or if the process had been started. AIL needs to do better. This can be closed now.

  Customer Answer

  Date: 07/28/2023

  This cannot be closed, they stopped payment on both checks that were sent. This is going to cause our account to overdraw. I'm so mad I'm shaking right now. 

   

  Customer Answer

  Date: 07/28/2023

  Okay so it looks like they stopped the checks but then sent a credit directly to our account, so I think we're okay. This is just so annoying. Why wouldn't they have just done that when we first asked to cancel the account. Obviously they have that ability. This company is the absolute worst. 

  Customer Answer

  Date: 08/03/2023

  Okay so it looks like they stopped the checks but then sent a credit directly to our account, so I think we're okay. This is just so annoying. Why wouldn't they have just done that when we first asked to cancel the account. Obviously they have that ability. This company is the absolute worst. 

• Initial Complaint

  Date:06/25/2023

  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 made several attempts over the phone with an agent to reduce my bill and consolidate my life insurance into one policy. Rather the agent opened up 3 policies and my bill went from $138 to $246 per month. I explicitly told the agent I needed my bill to be reduced from $138 to the fee of $108 that I was paying when I first signed up. I told her repeatedly due to the nature of the economy I could not afford this cost per month, and rather than placing the policy on hold I needed the overall cost to be reduced. I was told my bill would be $108 per month and withdrawn on the 10th. ON the 10th of this month I was charged $246 and told I had 3 policies opened! I was also charged twice the month before at $138 and $108. I was told I could not be refunded and would forfeit any money I had invested if I canceled the policies. I want my money refunded and all policies canceled. The agent lied to me multiple times over the phone and ensured me this would not happen. Bottom line are sales for the agents they do not care with rectifying the situation. I want the policies canceled and to be refunded the $246, crazy that I paid almost $500 in 4 weeks for life insurance when I was told my bill would be $108 per month,. I want a full refund and canceled policy.

  Business Response

  Date: 07/14/2023

  Our office has been working directly with the insured regarding this matter.  We will provide a full response shortly.

  Business Response

  Date: 07/21/2023

  We would like to thank ************** for allowing us to review this matter.  Our records show that ************** has three insurance policies which were issued at different time periods and due to the fact that they were underwritten at different times they could not be combined into one policy as ************** indicated.  Our records show that all contracts were mailed directly to ************** home address on the applications which is the same as the address provided by ************** in his complaint. 
  
  ************** called our office on June 13, 2023 to request the cancellation of his policies and spoke with a conservation specialist who was able to reduce the coverage and premium of each policy to an amount that was acceptable for ***************  The policies were reissued as explained and accepted by ************** and correspondence regarding the new benefits and premiums were mailed directly to him as well as refund of unearned premiums from the date of his call on June 13, 2023 to the paid to date of each policy. All reissued coverage is active and paid current. 
  
  The agency office that services ************** area has attempted to contact ************** to explain this matter however has not been successful in reaching him or obtaining a return call.  All coverage was issued in good faith and as applied for by ***************  All premiums paid have been earned and had a claim been incurred it would have been paid accordance with the terms of each contract.  We do not have a basis on which to issue a full refund of all premiums paid as requested by ***************