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.

close

Find a Location

American Income Life Insurance Company has 307 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  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 Insurance Company

  7901 Cameron Rd Austin, TX 78754-3831

  
• 

  American Income Life Insurance Company

  738 Highway 6 S STE 500 Houston, TX 77079-4041

  

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:03/17/2023

  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.

  Again today, March 17th 2023, this company has called me from another new number. The operator refused to honor requests to not be contacted and was aggressive on the phone.We cancelled a policy initiated with them 3 years ago when they denied our young son due to autism and it's supposed "suicide risks". We were offended and disagreed. The company has refused to honor our cancellation. 3 times in 2020-2021 people entered our gated yard unannounced to discuss us staying in business and each time refused to leave my property until police were threatened. Similarly they continue to call and refuse placing us on the do not call list, every number has been blocked and we still get new calls often repeatedly attempted back to back.The company is beyond harassing and refuses to respect requests to not harass. We do not want and do not have business with them and have never experienced this level of stalking like behavior from a company before.

  Business Response

  Date: 03/29/2023

  We would like to thank ***************** for allowing us to address her concerns.  A review of our records indicates that Ms. ******** application as well as one of her childrens application was not issued however we show the coverage for Ms. ******** husband and other child were issued and the contracts mailed to the customers home.  Since this coverage is active the customers may be contacted in order to review or update their coverage which may have been the reason for the contact mentioned in Ms. ******** statement. 
  
  In order to resolve this situation, we have added the Kaufmans contact information to our do not call list and have asked the independently owned local business office to mark their records accordingly.  Please note that it may take up to seven business days for this change to go through our system during which time they may be contacted.  If that occurs, we ask that the Kaufmans kindly inform the caller that they have been added to the list and to discontinue contact.
  
  We hope to have addressed this situation appropriately.  

  Business Response

  Date: 04/04/2023

  We would like to thank ****************** for allowing us to address her concerns.  A review of our records indicates that Ms. ******** application as well as one of her childrens application was not issued however we show the coverage for Ms. ******** husband and other child were issued and the contracts mailed to the customers home.  Since this coverage is active the customers may be contacted in order to review or update their coverage which may have been the reason for the contact mentioned in Ms. ******** statement. 
  
  In order to resolve this situation, we have added the Kaufmans contact information to our do not call list and have asked the independently owned local business office to mark their records accordingly.  Please note that it may take up to seven business days for this change to go through our system during which time they may be contacted.  If that occurs, we ask that the Kaufmans kindly inform the caller that they have been added to the list and to discontinue contact.
  
  We hope to have addressed this situation appropriately.  

• Initial Complaint

  Date:03/16/2023

  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'm writing the BBB regarding fraudulent insurance activity of American Income Life Insurance Company for my insurance premiums. I agreed to one set amount on premiums to pay but recently received a letter from American Income Life that the premium would increase to another amount I didn't agree to pay. I've attempted to contact this fraudulent company at the numbers provided on this letter but I'm constantly place on hold for hours and no one comes to answer the phone ************** so I can cancel this fraudulent insurance policy I've never received any paperwork on. I want my $573.88 returned to my checking account ASAP n cancel this policy.

  Business Response

  Date: 04/10/2023

  According to our records policies 18258931/32 have been cancelled as of the date of issue.  Please let me know If we can be of further assistance

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

  Customer Answer

  Date: 04/11/2023

  I am rejecting this response because:   I have failed to receive the premium payments that were deducted from my checking account.  I want all the money that was deducted for a bogus insurance policy asap.  If I dont receive a credit or check in the total amount collected of $478.79 for payments started in Oct 2022 until Jan 2023.  Ive already contacted my bank to reverse the two charges to my account in *********** of 2023.  I want all my money back in the next few days according to the letter that was sent to me last week. 

  Business Response

  Date: 04/12/2023

  According to our records,***************************** applied for a Decreasing Term Life policy as self coverage (********) and a Whole Life policy for a child (********), each with an effective date of October 1, 2022. The premium quoted at the time of application for ********************** coverage was $94.09 per month. The premium for the child was $9.34 per month. During the underwriting process, a medical examination was required. Premiums were collected during the underwriting process. Based on the medical examination, the policy was offered with a modified rate due to health history. The modification was provided by an agent to inform ***************************** the new premium would be $142.75 per month if coverage were to continue. Our office has not received any confirmation of continuation of the modified rate coverage. Based on the complaint, our office will cancel both policies as of the date of issue and refund all premiums paid.

  Business Response

  Date: 04/17/2023

  According to our records, ***************************** applied for a Decreasing Term Life policy as self coverage (********) and a Whole Life policy for a child (********), each with an effective date of October 1, 2022. The premium quoted at the time of application for ********************** coverage was $94.09 per month. The premium for the child was $9.34 per month. During the underwriting process, a medical examination was required. Premiums were collected during the underwriting process. Based on the medical examination, the policy was offered with a modified rate due to health history. The modification was provided by an agent to inform ***************************** the new premium would be $142.75 per month if coverage were to continue. Our office has not received any confirmation of continuation of the modified rate coverage. Based on the complaint, our office will cancel both policies as of the date of issue and refund all premiums paid.

• Initial Complaint

  Date:03/15/2023

  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.

  I have been a customer with ********************** for over ************************************************************************************** even an agent. Agents are constantly changing. I've only ever seen 3 different agents to update my policy and the last time was well over 7 years ago. This is ridiculous. You can send notices and take my money every month but I cannot even speak to an agent regarding my policy to make updates and requests. I've called customer service and they've only directed me to the local office in ****** which I've sent an email to the ** email and have left voicemails countless times and not once have I gotten a response! This is concerning! I'm already 79 years old and if I have the chance I would walk away from this company and to somewhere else ! This is very unacceptable as a business to treat consumers this way!

  Business Response

  Date: 03/30/2023

  We would like to thank ****************** for allowing us to address her concerns.  Due to the restrictions that took place during the Covid 19 pandemic some of the local offices in the customers area were closed, however, our Company has independent contractors that are available to assist our customers and potential customers as needed.  One of those contractors has reached out directly to Ms. ******* and was able to resolve her concerns.

• Initial Complaint

  Date:03/14/2023

  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.

  I signed up knowing it would be $42 month. I've been charged over $200 month for over a year. They finally canceled my policy. And once again I got charged, this time for over $100. I've asked for refunds and why I have been paying for multiple policies when I only should've had ONE. Also why were the amounts so much higher than I signed up for. They owe me over $2000 and haven't given me any indication they will reimburse

  Business Response

  Date: 04/04/2023

  Proposed: We appreciate ***************** reaching out to our office regarding this matter.  According to our records, ****************** was issued a Whole Life policy ******** with an effective date of 02.23.2021.  The premiums for this policy are $65.06 and have been on automatic bank draft since the date of issue.
  On 03.03.2022 ****************** applied for additional Whole Life coverage for both he and **********************************  This resulted in policy ******** being issued to ****** with a monthly premium of $41.61, and policy ******** issued to ********* with a monthly premium of $45.95.
  On December 11, 2022 *************************** called to request cancellation of the policies.  An authorization form was mailed for his signature.  The form has not been returned.
  As a courtesy our office will cancel all 3 policies as of the December 2022 due date and refund premiums.  Please allow 7 business days for the refund to process.

• Initial Complaint

  Date:03/11/2023

  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.

  When I started my policy in 2020, I was told that I could borrow from it if there are financial hardships. Instead, I have to fight to get them to stop taking automatic payments from my account despite having turned off the setting in my online account and I have it in writing from the *** email that they would be sending me letters in the mail in order to give me a 31 day "grace ******** The letter was supposed to be sent last month and did not arrive yet. I have not been able to get anyone on the phone to solve this, but I have been getting people harassing me trying to get me to speak to them on the phone about letting them take an automatic payment from me. The one time I spoke to someone on the phone, they gave me an 800 number to sort out my problem more, and to lower my premium so that I can manage payments better, and of course no one answered after half an hour. But they took that telephone conversation as permission to charge me again, and it was certainly not. I hope it was recorded and someone gets fired. These people no longer have permission to charge me automatic payments.

  Customer Answer

  Date: 03/16/2023

  I do want to admit that I looked at my bank account in error. I thought they had tried to charge me again shortly after I got off the phone with someone telling them I can't pay right now. However that was a deposit from the reversed charge credited by my bank. I wasn't thinking straight.
  
  However, I was told that I was able to have a grace ******* And I have not been able to get anyone on the phone. Unless they are trying to get me to pay. I have been told that I could borrow against my policy if I am late one month after almost two years of not one late payment. But even if not, I am supposed to get a 31 day grace ****** if it was switched to mail payments not automated payments. And they automatically charged me anyway despite having spoken to someone in advance and also turned off the setting manually online.
  

  Business Response

  Date: 03/27/2023

  We would like to thank *********** for allowing ** to address his concerns.  Our records show that an application dated March 21, 2021 was received in our office and upon initial review our underwriting department determined that additional information was needed prior to making an offer of coverage. No premiums were collected at that time and no coverage was in effect until a final decision was made.  A letter dated March 25, 2021 was sent to the address on the application which matches the address on Mr. ***** complaint. 
  
  Additional information was received and the coverage was issued with an effective date of June 15, 2021 with the first premium being drafted from his account on June 23, ******* the contract mailed to ******************************* coverage is whole which accrues cash value, in order to borrow that cash value it first needs to accumulate.  As stated on Page 3 of the policy contract, cash value will not begin accumulating on Mr. ***** policy until the third policy year. At that time, ************ is welcomed to borrow against the cash value of the policy for its available amount and we urge ************ to review Page 3 of the contract for those amounts. 
  
  At Mr. ***** request, the mode of billing on the policy has been changed from automatic bank draft to a direct mode of payment and a letter dated February 28, 2023 was mailed to Mr.***** address acknowledging the change.  The current paid to date of his policy is February 15, 2023 and we show that a premium notices have been mailed on the following dates: March 1, 2023, March 9, 2023, March 13, 2023 and a grace ****** expiry notice mailed on March 15, 2023.  Please note that all notices were mailed to the address matching Mr. ***** address as it appears in his complaint.
  
  Historically when a premium is being paid through bank draft the coverage remains paid current and does not lapse and according to ************ attempts have been made in order to return him to bank draft but ultimately it is Mr. ***** choice on how he wishes to pay his premiums and we would like to reiterate that the premium mode on his policy is direct bill to his home and not automatically drafted from his account.
  
  Our records further show that ************ has contacted our office with a request to reduce his coverage as well as premium and was advised that we require those request be sent to our office in writing and signed providing a estimate of premium and coverage he wishes to retain.  Once that written request is received in our office it is reviewed and handled as appropriate.   These types of requests cannot be taken over email or phone as it requires a true signature from the policy owner.
  
  We hope to have addressed Mr.***** concerns.

  Customer Answer

  Date: 04/04/2023

  I am rejecting this response because:   My premium has still yet to be adjusted despite my conversation with a person on the phone, not to mention having written two letters that went unadressed for several weeks, who claimed that not only was premium adjusted, but backdated so that I am up to date in my payments.  This person made false claims.  Also, I asked prior to being late for my first payment what I could do to deal with the problem, and I was told that I would be taken off of automatic payment, yet I was charged automatically anyway.  I was also told that I would be put on a do not call list and have since been harassed by people who sometimes call three times a day wanting to get me back on automatic payment, yet I have at times been unable to call anyone within being on hold for up to a half an hour. I have contacted the federal trade organization with regard to the national do not call list.   For almost two years, I paid full premium and was regularly contacted to pay *** more, but the moment I am late, this company sends in the wolves. Absolutely unacceptable business practices.  

  Business Response

  Date: 05/05/2023

  A review of our records shows that ************ requested to lower his coverage however a desired premium amount was not provided. We have since received Mr. ***** request to reduce his coverage to a specific monthly premium and we have handled this matter as requested.  We now show his policy is active and paid current. 
  
  As requested, Mr. ***** information has been added to our internal Do Not Call list, however, since ************ is a policyholder he may at times be contacted regarding his coverage.  In the event that occurs we ask that he kindly inform the caller that he has been added to our list and to discontinue contact.  Additionally we have asked the independently owned local office that services Mr.  Zylos area to mark their records accordingly. 
  
  We would like to thank ************ for his patience while his request was being handled and hope to once again have addressed his concerns. 
  

  Customer Answer

  Date: 05/05/2023

  I am rejecting this response because:   

   

  I have been unable to get on the phone with anyone most of the time, but when I did speak to someone verbally who agreed to put me on the do not call list and to adjust my premium, I still continued to get harassed by people via text and voice mail. 

   

  I was also told that my prior month would be credited with the updated amount, so that I would be up to date, but what actually happened was I was continually charged my previous policy amount, my request to turn off automatic withdrawals was ignored, and it was as if I had never made any phone calls at all.  

   

  Now I was told that I am being given a "grace ******* when I am being sent paper bills, but I haven't experienced any sort of "grace ******* and whenever I make a payment, I am told ths I am late, less than ten days after receiving my bill.  

   

  This company apparently signed up with The Better Business Bureau to have some transparency, but they operate like any other sneaky and unscrupulous insurance company. 

  Customer Answer

  Date: 05/25/2023

  I am not sure what more information you need from me.  This company is useless as a paid service unless you miss a payment.  Then they let out the dogs to harass you, but can't seem to get anything to stick when you speak to someone on the phone.  Grifters, basically.  

• Initial Complaint

  Date:03/09/2023

  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.

  To begin with, American Income Life is incredibly aggressive in selling you life insurance. They reached out to my whole family and many friends repeatedly. They will chain call you. A few weeks ago, they called me 6 times in a row. I finally answered and told them to stop calling. That same night, they called 3 more times in a row until I finally answered and scheduled a meeting to discuss my policy. During the meeting with the ******** agent, ***********************, I told her I had been trying to cancel my policy for months and she said unfortunately she couldn't help me with that but that I could try the customer service number. I repeatedly called the customer service number to cancel my policy. First, they would answer and act like they couldn't hear you. Other times, they would answer, transfer you to someone who could help cancel the policy, and then the phone would hang up. The last time I called a few days ago, I was on hold for an hour and a half before I finally gave up. I finally had to call **** of America and request a stop payment so that my policy can lapse or cancel. American income life is violating the **** and once you buy a policy it is IMPOSSIBLE to cancel it. This is very wrong and I imagine they are taking advantage of many elderly people which is heartbreaking. Please look into this. Insurance companies should not be able to take advantage of people and hang up the phone on you when you try to cancel their policies.

  Business Response

  Date: 03/27/2023

  Our office apologizes for the continues contact after the insured requested no additional phone calls.  I have placed the insured on our internal DNC list and have requested that the office of the independent agent through which the policies were written cease and desist from further contact.

  Pursuant to the complaint, policies 17876721/22 have been cancelled as of their March due date.  The insured will receive a one month refund on each policy.

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

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

• Initial Complaint

  Date:03/07/2023

  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.

  Please have the people below never to contact me again because they represent fraud and I never gave verbal or written permission for them to contact me by phone, email, mail etc. I'm a disabled veteran and neither has any Veteran organization shared my information with them. I don't do business with the fraud people and will never do business with: american income life ****** ****** 15440 bellevue red rd redmond, wa 98052
  [email protected]
  ###-###-####. Again, BBB please have the above business and people never to contact me again. My next step will be to report the business to the FCC and Attorney General's Office.

  Business Response

  Date: 03/09/2023

  We appreciate you reaching out about this matter. We have reached out to the office of the independently contracted agents in your area and have requested they remove your information from their contact database. It may take up to ten business days to complete. Should you continue to receive calls, please contact me directly at [email protected].
  
  
  

  Customer Answer

  Date: 03/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  THE FRAUDULENT SO-CALLED American Income Life Insurance Company AND ******************, SHOULD NEVER HAVE CONTACTED INITIALLY & SHOULD NEVER CONTACT ME AGAIN...
  
  

  Business Response

  Date: 03/16/2023

  We would like to thank the customer for allowing us to resolve her concerns. A review of our records shows that **************** completed a request for a no cost group accidental death and dismemberment coverage which prompted the contact by independent contractor *************************. **************** attempted to contact **************** to explain the no cost group coverage and present any other individual coverage for which **************** may have been interested.
  
  As requested we have added her information to our internal Do Not Call list and have asked the independently owned local office to mark their records accordingly. Please note that it may take up to 10 business days for this change to go through our system during which time **************** may receive additional contact. In the event this occurs we ask that she kindly inform the caller that she has been added to our list and to discontinue contact.
  
  We hope to have addressed ******************** concerns.
  

  Customer Answer

  Date: 03/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I NEVER GAVE VERBAL OR WRITTEN PERMISSION FOR ****** ******, OR American Income Life Insurance Company TO CONTACT ME. I DO NOT HAVE ANY TYPE OF BUSINESS AGREEMENTS WITH THE SO-CALLED PEOPLE ABOVE. THIS IS FRAUD & THE ABOVE MENTIONED PEOPLE TRIED TO FRAUDULENTLY OBTAIN MY PERSONAL INFORMATION. IF THEY ATTEMPT TO CONTACT ME AGAIN. MY NEXY STEPS, WILL BE LEGAL ACTION/ATTORNEY GENERAL OFFICE. INCLUDING ASKING THE FCC TO IMPOSE FINES & PENALTIES AGAINST FRAUDERS.

  Business Response

  Date: 03/28/2023

  As indicated in our
  previous response Ms. ******’s contact information has been added to our
  internal do not call list and have requested the independently owned local
  office to mark their records accordingly.  We will email Ms. ******
  separately with a copy of the completed card for her records.  

  Business Response

  Date: 04/13/2023

  Please redirect to American Income Life.

  Thanks,

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

  Sr. Specialist

  Office of the President

  AT&T Services, Inc.

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

  D ************   |  **************

  Business Response

  Date: 04/15/2023

  As indicated in our previous response Ms. ******* contact information has been added to our internal do not call list and have requested the independently owned local office to mark their records accordingly.  We will email **************** separately with a copy of the completed card for her records.  

• Initial Complaint

  Date:03/04/2023

  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.

  The agent basically changes what the policies I had/have can do for my family every time I discuss it. I'm also guilted so bad every time I talk to them. I called head office and cancelled all three policies and they did not cancel mine or my son's only my husbands so now I'm getting notices to pay in the mail. They were the ones that stopped payment and supposedly cancelled all policies. Today I get a call that basically guilts me into trying again but I don't want to. So frustrating and scummy. Just want my money back and policy cancelled I don't trust this company whatsoever they used my postpartum depression and anxiety to prey on me. I deserve all my premiums back because we never used the insurance not even once. So complicated to make any claim even if I did want to harass my doctor for every bruise.

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/13) */
  We would like to thank Ms. ****** for allowing us to address this matter. Our records show that an application dated August 16, 2022 was received in our office which resulted in coverage being issued for ******** ******, her husband and their child. Once issued all policy contracts were mailed to the address on the application for their records and review. Our records do not show that the contracts were returned to our office by the Post Office as being undeliverable.
  
  It is stated on the cover of each contract that the customer has a period of 10 days during which they can review the terms of the contract and return it to our office if they do not wish to keep the coverage and our records do not indicate that the contracts were returned to our office by the customers. A further review of our records indicates that both Mr. and Mrs. ****** called our office on January 6, 2023 to request the cancellation of their coverage and a cancellation form for each policy was emailed to the email address on file which needed to be completed and returned to our office for processing.
  
  At the same time the mode of billing for each policy was changed from automatic bank draft to a direct mode of premium in order to prevent their account from being drafted during the cancellation process and letters informing them of this change were mailed directly to them at the address on file. The completed cancellation forms have not been received in our office however in order to resolve this situation we have forgone the forms and cancelled all policies as of their effective paid to date. Letters of acknowledgement for each policy have been mailed to the Peerens home address.
  
  The coverage was issued in good faith as requested on the application and had a claim been incurred it would have been paid in accordance with the terms of the each contract. All premiums paid have been earned and a refund of those premiums is not due. In addition, we have added the customer's contact information to our internal Do Not Call list and have asked the independent business office that handles their area to mark their records accordingly.
  
  Please note that it may take up to 10 business days for our records to be updated during which time the customers may be contacted. In the event that occurs we ask that they kindly inform the caller that they have been added to the list and to discontinue contact.

• Initial Complaint

  Date:02/23/2023

  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 canceled several policies with this company after their repeated, harassing attempts to sell me more insurance than I need or want, and repeatedly insisting on meeting in person to "go over changes to my policy" while also continuing to aggressively push more insurance on me. After being unable to cancel my policy online, I had to remain on hold for over an hour trying to cancel by phone. After that, my agent called me to try and keep the policy active, and after I stood my ground and said no, he informed me that he had "un-cancelled" my policy and I would need to call back again to cancel. I put my foot down and said he needed to handle it, I had spent enough time on it.Now, months after this unprofessional conduct and absolute harassment, they will not stop calling back to back to back at 8pm trying to beg for my business back. This is harassment. We are still receiving invoices and statements after making it extremely clear we want to be removed from all calling lists and mailing lists. These people are harassing us. They need to stop calling. They need to stop mailing. Our policies have been canceled.Attached are examples of how they call, 4 times back to back in a few minutes. No voicemail ever left. This is harassment and they have no right.

  Customer Answer

  Date: 02/24/2023

  ***Document Attached***
  
  See Attachment/File: Screenshot_********_211107_Phone

  Business Response

  Date: 03/21/2023

  Our office apologizes for the delayed response. We will provide a response within 5 business days.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19843979
  
  I am rejecting this response because:

   

  the business did not respond. They apologized for how long it is taking them to respond. This is not a valid response.

  However, if they stop calling me ill accept it as a valid response. The harassing phone calls stopped the day I started this BBB complaint.
  
  Sincerely,
  
  J ***************************************

  Business Response

  Date: 03/28/2023

  We would like to thank *************************** for allowing us to review his concerns.  A review of our records indicates that all coverage for the Pistolarides family is no longer active.  As requested we have added the contact information on file to our internal Do Not Contact list and have asked the independently owned local office to mark their records accordingly.
  
  This change *** take up to seven business days to go through our system during which time the customer *** be contacted. In the event that occurs we ask that they kindly inform the caller that they have been added to the list and to discontinue contact.
  
  We hope to have addressed the customers concerns. 

  Business Response

  Date: 04/04/2023

  We would like to thank **************************** for allowing us to review his concerns.  A review of our records indicates that all coverage for the Pistolarides family is no longer active.  As requested we have added the contact information on file to our internal Do Not Contact list and have asked the independently owned local office to mark their records accordingly.
  
  This change *** take up to seven business days to go through our system during which time the customer *** be contacted. In the event that occurs we ask that they kindly inform the caller that they have been added to the list and to discontinue contact.
  
  We hope to have addressed the customers concerns. 

• Initial Complaint

  Date:01/22/2023

  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.

  I submitted a written and signed form to the company to only cancel the Accidental Death part of my policy, the customer service person mistakenly cancelled the whole policy. Once I found this out due to receiveing a refund of my premium I contacted the company and was advised to take a picture of the check received with cancelled written on it an submit it via email and my policy would be continued. This never happened after numerous calls and emails to the company this issue is still not resolved and my policy has not been reinstated. I also contacted the broker of my policy and we both reached to the company eventually speaking with someone who has yet to have the policy continued. The person we spoke with confirmed with management, the policy was incorrectly canceled on the end and should have been continued without penalty. The company was also refund the premiums paid for the accidental death policy that were charged after the initial request for cancellation of the accidental death policy. This refund was never given.

  Business Response

  Date: 01/31/2023

  Thank you for reaching out regarding this matter. We located an application in your name and address that was dated July 7, 2021. The application was cancelled prior to underwriting. This application did not apply for Accidental Death. This application was taken too long ago for our office to consider issuing coverage. If there is a new application, please let me know directly at ****************** so it can be reviewed.

  Customer Answer

  Date: 02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response because it does not address the issue for which the complaint was filed. The complaint was filed due to a Whole Life policy (policy established prior to 2021) that was cancelled which should not have been cancelled. The only item that was requested, via ************** Request, to be cancelled was the Accidental Death policy that was added in early 2021 which, during a routine policy review initiated by a broker of American Income Life in July 2021, was determined unnecessary.
  Once it was determined by an AIL customer representative the incorrect policy was cancelled, I and my agent after several calls individually, were advised to locate the check which was mailed to me for the value of my policy, write "void" on it, take a picture of the voided check, and send that picture to AIL. We were informed once that was complete, the Whole Life policy which was cancelled in error would be reinstated without penalty. This information was provided to us after ******* checked with ***************** Reinstatement, another related department, and supervisors to determine the next steps and impact of the policy being cancelled due to company error. ******* also said they would address the refund of the delay in cancelling the Accidental Death Policy that was actually requested.
  All of this information should be in the notes from the phone calls which I have had with your company. None of this was done and my policy still has yet to be reinstated.
  I need your company to properly investigate my complaint and address the correct these very serious and concerning issues, then rectify the situation of continuing my policy and refunding the premiums paid for the Accidental Death policy that was requested to be cancelled in January 2022 but was continued to be billed through April 2022. All of this was detailed during the conversation in June 2022 with *******. My follow-up phone calls confirmed that I wait to allow the appropriate departments complete their tasks to continue the Whole Life policy with the current month payment.
  

  Customer Answer

  Date: 02/06/2023

  ***Document Attached***
  I have included some of the email exchange with the broker agent regarding the overcharge for the Accidental Death Policy and the *** that was submitted in January ******************************************************************************************** 2021...nothing regarding the $50K whole policy that was established years before.
  See Attachment/File: BBB - RE_ *** FORM For Accidental Cancellation

  Business Response

  Date: 02/09/2023

  Our office will reach out directly to ********** to review all policies.
  
  thank you
  ******************

  Customer Answer

  Date: 03/02/2023

  This issue is not resolved. AIL has responded via their paralegal who is not taking responsibility for their agents and representatives who provided detailed instructions, which were followed.

  Customer Answer

  Date: 03/02/2023

  I had a death in the family that I needed to address, but the paralegal is asking questions that have already been answered to further delay correcting the issue. I have been told several times that their calls are recorded. They are not taking action to address the multiple calls made by the agent and myself to AIL that were followed up by email and fax to their customer and policy services department, but still not acted upon even though we were told that the correction was in progress. Names, dates, employee ID have been provided, and they're still asking the same questions.

  Business Response

  Date: 03/06/2023

  Our office apologizes for inconvenience that Ms. ********* has incurred. Please have her read the following information and advise me how she would like to handle each policy going forward.
  Policy ******** was surrendered in error in April 21, 2022. The attached request list policy ******** and requested cancellation of Accident policy. This policy does not include Accident coverage and there was no *** Rider purchased for this policy. Policy ******** was surrendered based on the attached document. If the insured would like to put this policy back in force, she will need to pay back the surrender value and pay the past due premiums. She is welcome to contact me regarding those amounts at
  ******************.
  I have located policy ******** under **********'s name but at a different address. Policy ******** is a Whole Life policy with an *** Rider. This policy has a paid to date of March 11, 2023. Does ********** want the *** rider on this policy cancelled? She is paying approximately $8 per month for the *** coverage.
  Policy ******** is in *********'s name at a different address. This is an Accident policy that has been in force since July 2009. She is paying $9.25 per month for this policy. Does ********** want to cancel this policy?
  Policy ******** is in **********'s name at a different address. This is a Whole Life policy with a paid to date of March 24, 2023.
  There are two other policies listed at the ****** address, but they are not in **********'s name.
  Please advise how to proceed.

  Customer Answer

  Date: 03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Good Evening,
  
  Throughout this complaint process there has been detailed communication regarding one Whole Life policy and Accidental Death Benefit policy which is the Whole Life policy AIL cancelled in error and took no action until this complaint was filed. Why is AIL now unnecessarily introducing other policy numbers and including other policy information that have nothing to do with the Whole Life policy and Accidental Death Benefit and that have already been confirmed as the policies requiring attention and action? I did not bring up those other policies so why are you? AIL is continuing to talk in circles and making no attempt to address the issue.
  
  I contacted the company in May approximately 1 week after the monthly draft was taken from my bank to alert the company of the problem. Eventually, I was able to speak with a customer service person who put in a lot of time to figure out what needed to be done to fix the problem. She contacted the necessary people and put detailed instructions in the notes on how to correct the problem. This was never done, which if it had been done I would not be looking at paying almost $1000 in back premiums to bring this policy current and to reactivate this policy. I feel that is a problem.
  
  There is also the issue of the multiple employees who did not do their job during this whole process, either due to lack of knowledge or just not caring about it. This whole process has been a huge nightmare and we would not even be at this point if I had not filed this complaint with the BBB. All of my efforts to deal directly with the company to resolve this issue were met with no resolution.
  
  AIL needs to bear some of the responsibility for the mistakes its employees made. The company should bear some of the responsibility for the back premiums due the fact its employees did not look into this properly and work to correct the problem over 6 months ago. I took all of the actions that I was advised by AIL personnel and representatives to take. The issue is not about the error that was made,it is about how AIL was to rectify the error. This paralegal has asked questions under separate cover to which I provided the appropriate answers regarding who and when the activities occurred. The paralegal has not responded to any of the information and has not addressed the issue or accepted responsibility for the error. I notified AIL within days of noticing a problem and continued to follow-up and follow the instructions provided to me by their representatives and supposedly including their leadership across several departments. What is AIL prepared to do to address and correct the issue? So far, it has been a copy/paste of the same thing while taking no responsibility for the detailed instructions and next steps provided and directly caused the current issue.

  Customer Answer

  Date: 03/13/2023

  ***Document Attached***
  On 3/07/2023, AIL stated, "The attached request list policy ******** and requested cancellation of Accident policy. This policy does not include Accident coverage and there was no *** Rider purchased for this policy."
  
  On 2/20/2023, the same AIL representative stated, "There is only an *** Rider which was added to ********." Apparently, *** is an Accidental Death Benefit that was added to the Whole Life policy that was cancelled in error.
  
  Our email thread for the past month with AIL is attached. I have provided all of the information they need to look into the issue, gather information, and verify the events. No effort is being made to actually resolve the issue. This should not happen when I did everything that I was instructed AND I notified AIL immediately. Whether it's an Accidental policy, Accidental Death Benefit, a rider, or anything else, with 1 policy where a customer/layperson references "Accidental" anything in 2021. The only thing was what is being referred to as an "***" was added in 2021. That is no accident for a Whole Life policy established in 2019. I'm not going down that rabbit hole again. I notified AIL and their representatives in timely and appropriate fashion. I called, emailed, and faxed as I was advised. I did everything in my power and went above and beyond. All that I am receiving from AIL that it is my fault that I did everything AIL instructed me to do while AIL dropped the ball, did nothing, and is still doing nothing to make this right. I already spent six months calling, emailing, and faxing AIL. There was nothing more that I could do. AIL needs to take responsibility for this and stop emailing in circles. What have they done with the information that I provided and the information for which they asked? I did not make any of this up. I want my Whole Life Policy back because it should not have been cancelled. The *** that AIL references was added to my Whole Life policy in 2021, but was submitted to be cancelled/removed in January 2022. *** continued to bill me for that *** until April 2022. A life insurance company who cancels policies due to clerical error but not fix it is pretty scary.
  
  See Attachment/File: Gmail - RE_ ****************************** AIL TX BBB ********.pdf

  Business Response

  Date: 04/15/2023

  Our office has had several very detailed emails with Ms. ********* over the past few months,which I have attached.

  Our office was advised on 04.09.2022 to "cancel accidental death policy".  Ms. ********* did not have an Accidental Death policy.  What she had was a Whole Life policy to which an ADB had been added on 06.03.2021 at a cost of $4.17.  Our office did cancel the policy ******** as that was how the instructions were interpreted.  This policy was surrendered with a paid to date of April 21, 2022.  The check in the amount of $225.51 was not cashed, and has since been deposited directly to the insureds bank account.  If the insured wants to put this policy back in force, she will just need to repay the surrender value and the past due payments which would be equal to an annual premium.. **************** would like to put the policy back in force, UAIC can waive 3 months premiums.  However, we cannot pay the full past due amount as suggested in her email dated 03.06.2023.

  When the policy was surrendered our office did not include the refund of the ADB Rider which was added.  There were 10 months paid at $4.17.  I will have that refunded within the next 30 days.

  Currently, Ms. ********* has the following policies are in force:

  10118788            Whole Life                        Effective Date:  07.11.2008
                                                                          Paid to Date:      04.11.2023
  
  10118789            Accident                             Effective Date:  07.11.2008
                                                                           Paid to Date:      04.11.2023
  
  17403410            Whole Life                         Effective Date:  07.24.2021
                                                                           Paid to Date:      04.24.2023

  Ms. ********* has my contact information is welcome to reach out to me at any time.

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

  Customer Answer

  Date: 05/03/2023

  I want the policy reinstated and the refund of the *** premiums that continued to be charged to me.  I voided the check, as initially instructed. I completed the form with the verbiage provided and added the year to make things clear. I followed up with calls, emails, and faxes to no avail. I am willing to return the value of the policy. I didn't cash the check, because I was advised to void it and send that proof of the voided check, which I did. If the business is not willing to pay the full year's premium, they should consider 6 months. I was in contact with the business' representatives for a minimum of 6 months supposedly waiting for the correction process to be completed between various departments.

  The bottom line is everything that happened and didn't happen was based on explicit instructions provided by the business' authorized representatives. The authorized business representative provided me with the verbiage to request the cancellation of the accidental policy that was added in 2021, which there was only one change made to the policy specifically added in 2021. Upon the cancellation of the incorrect policy, the business was immediately notified and any "confusion" was clarified. Their representatives understood the "issue" and continued to provide elaborate lies and useless instructions to me about how the company was in the process of correcting the issue, which was to remove the accidental *** policy, not cancel the whole life policy. The business received my faxes and emails detailing what I was doing and the reason that I was doing it, which was confirmed by other business representatives. I take issue with the narrative presented that I went through this process without the guidance of the "experts" who are the authorized representatives of the business. I have multiple policies, and over the years, I have brought more policyholders to the business. Please fix the issue so that my $50K whole life policy is reactivated. Thank you.

   

  Business Response

  Date: 05/11/2023

  Our office acknowledges that Whole Life policy ******** was cancelled in error, based on the ************** Representatives understanding of the request.  A surrender check in the amount of $225.51 was issued to the insured on April 21, 2022.  That check was never chased and was sent to unclaimed property.  ** October 2022 the insured contacted our office and the funds were pulled from unclaimed property and were direct deposited to her bank account on October 20, 2022.

  The policy can be put back in force by paying the past due premiums,  which is approximately $1300 for  13 months (April 2022 - May 2023).  Our office will accept the past due premiums without evidence of insurability.  Once the policy is back in force, we can have the system generate a refund of the AD&D Rider which was added for 10 months.  Approximately $40.

  Our office cannot waive the past due premiums.  Nor can we issue a new policy as of a current date without an application.

  If the insured would like to put this policy back in force, she can contact me directly and i will provide the exact amount needed.

  thank you

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

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

  Business Response

  Date: 05/12/2023

  Our office acknowledges that Whole Life policy ******** was cancelled in error, based on the ************** Representatives understanding of the request.  A surrender check in the amount of $225.51 was issued to the insured on April 21, 2022.  That check was never chased and was sent to unclaimed property.  ** October 2022 the insured contacted our office and the funds were pulled from unclaimed property and were direct deposited to her bank account on October 20, 2022.
  
  The policy can be put back in force by paying the past due premiums,  which is approximately $1300 for  13 months (April 2022 - May 2023).  Our office will accept the past due premiums without evidence of insurability.  Once the policy is back in force, we can have the system generate a refund of the AD&D Rider which was added for 10 months.  Approximately $40.
  
  Our office cannot waive the past due premiums.  Nor can we issue a new policy as of a current date without an application.
  
  If the insured would like to put this policy back in force, she can contact me directly and i will provide the exact amount needed.
  
  thank you
  
  ************************
  
  ******************

  Customer Answer

  Date: 05/22/2023

  I was given until today to respond, so ***************. The *** representative responded to me today under separate cover. We are working toward a solution.

  RE: ******** - C Pibulsiri *** MD BBB
  
  
  **********************;<******************> Mon, May 22, 2023 at 5:29 PM
  To: Pibs Place <*******************>
  Cc: *********************** <******************>
  Absolutely.  I will send you the total amount due tomorrow.
  
  From: Pibs Place <*******************>
  Sent: Monday, May 22, 2023 1:31 PM
  To: *********************** <******************>
  Subject: Re: ******** - C Pibulsiri *** MD BBB
  
  External Message Think Before You Click
  
  Thank you for the information. In your 5/12/2023 message, you stated that you could "have the system generate a refund of the AD&D Rider which was added for 10 months.  Approximately $40." Now, you are stating a different amount. We can move forward if you honor what you previously stated.
  
  ******************************************
  
  On Mon, May 22, 2023 at 10:29?AM *********************** <******************> wrote:
  Total needed to put policy back in force would be $1,272.74
  
              Return of cash value:                    $225.51
              11 months premium:                    $1,059.74
              Less *** Refund:                           ($12.51)
  
  Our office agrees to waive 3 months premium.  That will cover the April, May and June 2022 premiums paying the policy up to July 1, 2022.  To bring the policy current, you will need to pay 11 months premiums without the *** for a total of $1,059.74 (***** x11).
  The refund of *** fees from January April in the amount of $12.51 would be deducted from the $1059.74 owed.
  
  Please let me know how you wish to proceed.
  
  Thank you
  
  
  ***********************
  Paralegal, Legal | American Income Life
  d: ************** | f: **************
  Ailife.com
  ******************
  
  
  
  From: Pibs Place <*******************>
  Sent: Tuesday, May 16, 2023 9:39 PM
  To: *********************** <******************>
  Subject: You have a New Message from BBB Complaint #******** - C Pibulsiri
  
  External Message Think Before You Click
  
  *****, I am contacting you directly in reference to the latest communication regarding the BBB complaint. The business response that I received as well as my bold and indented responses are below:
  
  MESSAGE FROM BUSINESS:
  
  Our office acknowledges that Whole Life policy ******** was cancelled in error, based on the ************** Representatives understanding of the request.  A surrender check in the amount of $225.51 was issued to the insured on April 21, 2022.  That check was never chased and was sent to unclaimed property.  ** October 2022 the insured contacted our office and the funds were pulled from unclaimed property and were direct deposited to her bank account on October 20, 2022.  
  Insured's reply - As I have previously stated, the surrender check was never cashed because the instruction that I was given by a previously-named *** representative was to void the check and send the image to *** with detailed explanation which I did via email and fax. Both were acknowledged later by another *** representative as I was advised to allow time for the necessary actions to be taken by *** management to fix the issues regarding my policy. In October 2022, I received the direct-deposited funds to my account FIRST which prompted me to call for an explanation because that was not the process that was explained to me. Your statement that I contacted the office which began the process of the direct deposit of the surrender funds from unclaimed property is 100% incorrect.
  
  The policy can be put back in force by paying the past due premiums,  which is approximately $1300 for  13 months (April 2022 - May 2023).  Our office will accept the past due premiums without evidence of insurability.  Once the policy is back in force, we can have the system generate a refund of the AD&D Rider which was added for 10 months.  Approximately $40. - 
  Insured's reply - Your previous communication already acknowledged I am due a refund for the AD&D Rider and that the refund would be processed within the month, not "once the policy is back in force" which attaches a condition to my refund. I expect the refund as previously advised in your previous communication. If memory serves me correctly, the cost was $4.17 per month, please correct me if I am incorrect.
  
  Our office cannot waive the past due premiums.  Nor can we issue a new policy as of a current date without an application. 
  Insured's reply - I was offered a 3-month waiver of premiums to which I requested a waiver of 6 months because EVERYTHING that I did was done as instructed by authorized representatives of ***.  I contacted the office every month to follow-up for at least 6 months until I had put all of my attention to the three estates that I unexpectedly had to manage and close. If your office cannot waive the past due premiums, please escalate to the office that can. None of my communication included a request for a new policy.
  
  If the insured would like to put this policy back in force, she can contact me directly and i will provide the exact amount needed.  
  Insured's reply - It should be evident that I want this policy by my words and by my actions. I want *** to do right by this situation and by me who is working and trying to protect my family. It should not mean that I need to and my family needs to be protected from ***. If we cannot use and trust customer/policy service and other authorized *** representatives for guidance, what are we, as policyholders, supposed to do? I am being penalized for following the instructions and guidance of authorized personnel who told quite elaborate lies to me FOR MONTHS which dragged out this entire situation. The only thing that I did on my own was email AND fax what I was told to do and why just to make sure I was covered. The system failed me terribly. I appreciate that the policy can be put back in force without evidence of insurability. I want the refund that is due to me because it is due to me. Can you take time to look at this as a person who is dealing with another person and not just a task to check off and copy/paste the same regurgitated information? If you, as a customer, did everything in your power to do the right thing to be met with this kind of fight...***, just unbelievably wow. I am not trying to take advantage of the system, but the system should not take advantage of me either. As a service professional, I address my personal business as someone with the knowledge and experience of a service professional. What happened to me should not have happened to any customer. How does YOUR system allow for service representatives at any given point for at least 6 months to mishandle someone's account and lie about an entire process with follow-*** and fabricated statuses the way they lied to me? THAT should be a major concern to ***. Clearly, the customer-facing representatives who were not very customer-centric were not concerned about quality control and monitoring of any call in order for this to happen, and that is a problem.
  
  
  thank you
  
  ************************
  
  ******************
  
  Thank you for your time.
  
  ******************************************, the insured.
  
  
  ---------- Forwarded message ---------
  From: Better Business Bureau <******************************************>
  Date: Fri, May 12, 2023 at 5:47?PM
  Subject: You have a New Message from BBB serving North Central *****, Complaint #********
  To: ******************* <*******************>
  
  
  
  Better Business Bureau
  BBB PROVIDES A SERVICE THAT MARKETS
  TRUST IN YOUR BUSINESS & BRAND
  Company: American Income Life Insurance Company
  Consumer: ****************************************
  
  This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.
  
  Please click on the link below to access BBB's *************************** System to read this message.
  
  
  Go to: ***************************************************
  Enter Code:
  
  
  This is a no-reply e-mail. Replies to this message are not monitored or answered.
  Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.
  
  BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND
  
  Don't wish to be contacted by BBB? Click here to unsubscribe. This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.