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

  
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  American Income Life Insurance Company

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

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  American Income Life Insurance Company

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

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  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:06/22/2023

  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.

  I have cancelled ALL my policies numerous times with various agents and continue to receive letters that I owe monthly payments and the company has borrowed against the policies with interest. I wish to resolve this before I contact an attorney. Thank-you

  Business Response

  Date: 07/03/2023

  When ********************* called to cancel the policy(s) we advised that a written authorization was needed. A form was sent for completion. When it was returned, only policy ******** was listed. As a courtesy, policies 13752836/37/38 will be cancelled as of the same date as policy ********. The cash value will be added back to the policies, and they will be surrendered.

• Initial Complaint

  Date:06/15/2023

  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.

  This is a complaint about the lack of service and struggle to get a resolution of in regards to my life insurance policy. My monthly payment for whole life insurance with American Income Life is ******. My wife and I discussed lowering our premium so first reached out to the local office *************) on May 8, 2023(Monday). There was no answer and a detailed message was left for a call back after phoning the office three times. I phoned the office four more times on May 12th after no callback, and left another message because again there was no answer. I called again on May 16th four times and finally got an answer. I was told that an agent would have to contact me in regards to a policy change, and they had to e-mail the agent to set up a call back. Still receiving no call, I called back again to the office on May 18th. They told me they would reach out to an agent again. Finally on May 18th, an agent reached out to me. I explained what I wanted changed on my policy, and after a 30 min conversation I was told that my policies would be mailed and I had to sign and send back to cancel and lower my premiums to 127 monthly. I received another call from a different agent on May 19th, and he was returning my call from one of the previous messages I left at the office. I explained I spoke to an agent and she told me that she was going to mail out my plans to make the changes, however he told me that another agent had to be spoken to. Another agent called me (third agent I have spoken to) on May 29th. She gave me different descriptions of changes she was making and different prices then the previous agent, but assured me she would make the changes and send out my policies to sign. After still receiving no policy in the mail to sign and make the changes, I called the office again on June 6th, where again they told me they would have to e-mail the agent to call me back. Called the office again on June 7,8,9 after no call back and nobody answered. Put a stop payment on it!

  Business Response

  Date: 06/20/2023

  Please provide me with the policy number(s) you are referring to.  I found multiple policies for *****************************, but they have a different address and phone number.

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

  Customer Answer

  Date: 06/21/2023

  The policy numbers I am referring to are as follows:

  ***************************** : CD2064571, CD2304534

  ********************************* : CD2064572, CD2396951

  ************************* : CD2064573

  So far, I have received an email saying that my cancellation request has been handled, but I only got a confirmation email that  the policy CD2304534 has been cancelled. I have been charged again this month as well ****** on the 15th of June. I am hoping this will be refunded as I have been working on cancelling this well over a month now.

   

  Business Response

  Date: 06/22/2023

  We appreciate ********************* prompt response. The following actions have been taken:
  Policies CD2064571-72 will be surrendered for the cash value.
  Policies CD2064573,CD2304534, CD2396951 will be cancelled and do not have cash value.

  Business Response

  Date: 07/05/2023

  We appreciate ********************* prompt response. The following actions have been taken:
  Policies CD2064571-72 will be surrendered for the cash value.
  Policies CD2064573, CD2304534, CD2396951 will be cancelled and do not have cash value.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been trying to cancel my policy since December for receiving misinformation and misleading information from the company. Every time, I have tried to cancel I have received a different story about why it can not be cancelled or only one policy was cancelled and the others werent and I need to send in a cancellation form. This is the third time Ive sent in the cancellation form for my bro and Is policies. I have done everything asked and filled out forms multiple times but every time I call I get a different story about something additional I need to do including sending a copy of my social security card to cancel. I am continuing to get charged every month for 1 or more of the policies. It should not take 6 months to cancel policies. I want to just to cancel my policy and a refund for payments since January. I keep getting calls that some payment is due for one accident policy even tho Ive cancelled all policies. Ridiculous

  Business Response

  Date: 06/22/2023

  Our records show policy ******** was cancelled as of December 10, 2022. Although we have not received the cancellation authorization for policies 17684665/66/67, as a courtesy they will be cancelled and refunded as of the same date.

• Initial Complaint

  Date:06/09/2023

  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.

  AIL has charged us $236.00 month;ly for over 18 months. we Tried to cancel the account ad get our cash back totaling $4,248.00. They offered us eonly $254.00 for my account and $255.00 for my husband;'s account. Each account was for a whole life policy of $15,000.00. They gave us the run arround from 5/17/23- 6/7/23. below are just some of the lies and different stories we were told ***** trying to cash out this account.I have tried to send these cancelations to the email address on the forms, but it was returned undeliverable. first you said:5/17/23 - AIL does not use DocuSign 5/17/23 - AIL would send a cancellation form to my address and that did not happen 5/17/23 - AIL also said they do not do direct deposits to my checking, and I will receive 2 checks in the mail after I sent back the cancelation forms, I never receive forms by mail.5/17/23 -AIL could not send forms via email. AIL sent many DocuSigns after I had cancelled saying I need to sign the attached Document son that AIL could continue taking money from my account because the debit account was removed from AIL system.6/2/23 - Then, after more than 3 weeks I called AIL because we never received forms, I was told by one of your agents our policies were never slated for cancelation.6/2/23 - They transferred me to the cancelation ***** I was on hold for 20 minutes and then it Hung up.6/2/23 - I called AIL back and spoke to an agent ***** who said they did not know why I was told they don't use DocuSign, but he would send me the cancelation form via email. 6/2/23 - I received and filled out the forms My husband and I signed them. Resolution requested is for get our money back. The rude and deceptive behavior future solidifies that our client relationship needs to end with a full refund of our premiums paid into these failed accounts.

  Business Response

  Date: 06/28/2023

  Pursuant to the request of the insured, the policy has been surrendered.  The cash valued was released by check on June 12, 2023 and has not cleared our account as of this date.  Our office must allow 30 days for checks to clear before they can be reissued.  Should the funds not be received by July 12, ********************** directly and the check will be reissued.  ******************

  Customer Answer

  Date: 07/05/2023

  I have reviewed the business response and accept this resolution.  I did finally recieve the checks although they were not for the original amount.

• Initial Complaint

  Date:06/09/2023

  Type:Sales and Advertising 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 am taking care of my brother&#**;s affairs since he had a stroke. The mail was being sent to this: *****************************************. *********, ***** but I moved and they didn&#**;t send me any notification that the rate was going up. Until I got a bill! I did a change of address form with the post office but didn&#**;t get anything until I received a bill. I sent two payments in. One payment was a personal check which has cleared. The second was a money order which I have a copy of. I&#**;ll be sending it as supporting documentation.

  Business Response

  Date: 06/20/2023

  Please provide the name and/policy number for the insured so that we may review this matter.

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

• Initial Complaint

  Date:06/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my policy with American Income Life for almost 6 months. I purchased policy for my grandson when he was young and now he is adult and the policy is no longer needed. I have been trying to get the cash value back since February. I have called multiple times. I have filled out and returned multiple forms. Just this week, I was sent the same form to fill out yet again. Every time I call, there is seems to be an excuse as to why I can not get my money back. For example, they are stating I need to provide my grandson's full SSN, but the form is only asking for the last 4. In addition, I am now receiving bills to pay the past due forms. I am concerned they are going to start using the cash out value to pay the premium, instead of sending me the cash value. I believe this is why they are not returning the cash out value. The Policy number is **** 52. The paper work they are sending me states #**** **** 52/4#Please let me know if you need any additional information.

  Business Response

  Date: 06/28/2023

  The policy owner *********************** (*******) called our office to cancel the policy  on February.27, 2023.  He was advised that a written authorization was needed to surrender the policy.  On the initial surrender form the wrong SSN was used, which assumedly belonged to ***************  We did not get a corrected surrender form until June 5th.  The policy was surrendered as of that date.  As a courtesy our office will surrender the policy as of the March due date and send the remaining surrender value.

• Initial Complaint

  Date:06/06/2023

  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.

  I was sold American Income Life insurance from *****************************. Then I was told I was denied coverage and received a refund check. I don't even have policy information Now I find out I've been paying for insurance for 3 years even I was told I was denied and treated very ****** on the phone by representative for taking Wellbutrin in the past. I don't have any information about my policy. After the initial policy was cancelled I did not resign any documents. This is fraud.I want to get refunded immediately. I was put through to the cancellation department and no one is answering my calls.I want an explanationof my charges and a refund becauseas far as I know I do NOT have a policy with your company and you have been chargingme without my consentor knowledge.--It's plain and simple $1200 robbery

  Business Response

  Date: 06/20/2023

  We appreciate the opportunity to clarify this matter. Your initial application was not declined. You were offered the coverage with a higher premium. When the additional premium was not received, the application was closed and your initial premium was refunded. A copy of the your correspondence with the agent where you agreed to the higher rate and submitted an electronic modification agreement is attached. Based on this information, there is no basis for a refund of premiums. Pursuant to your complaint, our office has cancelled the policy as of May 2, 2023. Your last annual premium will be refunded within the next seven business days.

• Initial Complaint

  Date:06/02/2023

  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 #******** which includes #********, ********, was opened during February 2019, with an initial request to terminate the policy occurring on May 12, 2023. An excess of $11,000.00 has been paid into the policy for four years, with a $1,222.00 surrender value that has been unpaid. Statement premium amounts, agreed documented premium amounts, and actual premium amounts which are automatically withdrawn all reflect different values. It was stated by an agent of the company that the premium would be increasing from $260.00 to $428.00 on August 31, ****, despite a ten year guarantee of no rate changes, prompting the request for cancellation. When requested to cancel the policy, it was stated a cancellation form would be received within 3 days via e-mail. The form was not received within the stated time frame, promoting further contact to an agent who then stated it takes two weeks, yet forms have still not been received, only an invoice charging $32.03 for a returned bank draft after automatic payment was ceased. Documented face values have also decreased and endured changes without informed consent, despite agents scheduling meetings within our residence on multiple occasions and disregarding scheduled phone meetings. Agents have placed up to nine phone calls and text messages per day that have occurred consecutively for the duration of the held policy, despite being requested to end further phone calls and schedule an agreed time for correspondence.

  Business Response

  Date: 06/14/2023

  Tell usWe would like to thank ********************************** for allowing us to respond.  A review of our records does indicate that the ten year renewable and convertible term rider attached to the customers life policy is only in effect for 7 years and will expire May 26, ****, however, the rider may be converted to whole life until May 22, **** which may have been the reason for an agent to contact the customer.   We are unclear as to the amount provided by ********************************** of $428 as we only show a total monthly bank draft of $264.71 for all coverage.
  
  We show that ********************************** called our office on May 15, 2023 to request the cancellation of the coverage and cancellation forms were emailed to the email address on file on May 16, 2023 which needed to be completed, signed and returned to our office for processing but we do not show that the completed forms have been received. 
  
  While we show that last draft was returned by their bank unpaid due to a stop payment being placed on the draft we would like to point out that we do not charge our customers a fee for a returned draft.  In order to help resolve this situation, we have emailed cancellation forms to the customer to the address he stated in his complaint and have emailed a cancellation form to his fiance to the email address on the application. Both cancellation forms will need to be fully completed, signed and returned to our office for processing.  Once received, all coverage will be cancelled and the available cash value will be released.
  why here...

  Customer Answer

  Date: 06/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/01/2023

  Type:Order 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 have been trying to cancel an Insurance Policy with American Income Life since 2022.I have sent emails, I have spoken to representatives, I filled out cancellation forms and returned them, I left voicemails , I have spoken to and left messages to the representative that signed me up in the first place, and still no progress in cancelling this policy that I do not want.On the first of every month, American Income Life deducts $76.12 from my personal bank account and they do not have my permission to do so, they are aware of how I feel, they know I do not want to obtain any services or policies from them but yet they continue to take from me.

  Business Response

  Date: 06/19/2023

  We would like to thank Mr. ******** for allowing us to respond.  Our records shows that Mr. ******** and his wife had coverage with our Company under policies CD2357550, CD2357551 and CD2357552 issued effective November 13, 2022 and also under policies CD2348241, CD2348242 and CD2348243 issued effective July 20, 2022. 
  
  Mr. ******** states that he has been trying to cancel his coverage since 2022 through emails and phone calls, however, while we were able to locate a phone call from Mr. ******** on November 21, ****************************************************************************************************************************************************** 2022.  Mr. ******** emailed our office on February 6, 2023 to specifically cancel policies CD2357550,CD2357551 and CD2357552 and cancellation forms dated February 8, 2023 were sent to him which needed to be completed and returned to our office for processing. We do not show that the forms were returned for processing and the policies lapsed effective March 13, 2023.
  
  On May 26, 2023 Mr. ******** once again emailed our office regarding premiums being drafted from his account and was reminded of policies CD2348241, CD2348242 and CD2348243 which had a combined bank draft premium of $76.12 which Mr. ******** requested to cancel at that time.  A cancellation form was emailed to Mr. ******** which was completed, signed and returned to our office via email and policies CD2348241, CD2348242 and CD2348243 were cancelled as requested. 
  
  No coverage remains in effect for ***** or Heather ******** with our Company.

  Customer Answer

  Date: 06/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/31/2023

  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.

  They charged me over a hundred dollars more than they said they would

  Business Response

  Date: 06/07/2023

  We appreciate ********************* reaching out to us regarding this matter. According to our records, ********************* was quoted a monthly premium of $103.47. This amount was drafted on May 22, 2023. ********************* was quoted a monthly premium of $60.52, which was also drafted on May 22, 2023. There was no change in the amount quoted or the amount charged. Both policies have been cancelled as of the date of issue and refunded.