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

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
• 

  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:12/30/2022

  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 cancelled my policy since last year and I asked for a surrender pf policy since Oct of 2021. They said that they will mail me a check worth 80 something dollars but I never received them.
  
  I called to confirm what happened and the person I spoke to said I didn't sign the paperwork to cancel. He mentioned that the paperwork was sent to Gardenia California which I am not familiar nor ever live there before. I remembered that the person I spoke to in 2021 even confirmed my address so why will they mistaken that.
  
  I remembered following up since it's been a roller coaster with Covid going around and just found out that they didn't cancel my policy but it's still active. They are using my surrender money to pay for the premium which is totally wrong.
  
  I received the form to cancel it again 12/21 then I received not a check refund but a bill. I called and spoke to Tierra who stated to disregard the bill but they were asking for copy of my social security card which is absurd because the information they pulled and the policy is there. They stated that the number on file was different from what I entered on the form. This is my daughter's policy. They told me to provide mine to pull the information every time I call so how come they can't pull it. They are playing games because of their mistake, this is not how you handle business. I have been diligent paying for this policy since 2013 and having this kind of treatment is ridiculous.
  
  They can easily get your money in a heartbeat but they ***'t want to give it back when it's yours to begin with.
  
  I want my refund and I want this policy cancelled!

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Thank you for reaching out. Our office appreciates your follow up on your initial request for surrender of this policy. According to our records, your initial request for surrender was made in October 2021. At that time your policy was removed from bank draft and an authorization for surrender was sent to you. Our office did not receive the signed authorization, therefore, your policy was placed on Automatic Premium Loan (APL) to keep the policy in force. When we did receive the signed authorization form in December 2022, the last four digits of the social security number were different from the one we have on file. Please provide a copy of your social security card showing the full name and number. Upon receipt, our office will back off the APL and surrender the policy as of October 2021. You may email the information directly to *******@globe.life or via fax to K. ****** at XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 12, 2023/01/16) */
  I will send the copy over of my social security card which I feel is no need to provide since my last 4 digit associated with my acct is the one listed to this document. Also, when I'm providing my information over the phone you're (agents) able to pull it up so I don't understand the need of it but I will provide it to complete this transaction. Just so you know, when I called last 2021, I confirmed my addressed to your agent (this should be recorded and reviewed) and I have been waiting for the document. However during pandemic I was not able to follow up again. The surrender letter was not sent to me, if you have proof that you sent it to my address please do so and provide it. This year when I called the agent told
  me you sent it to Gardenia address which I have never live in my entire existence here in the US. You guys purposely sent the authorization to the wrong address to enforce the policy and used my surrender check??? This is absurd and ridiculous.
  
  I am sending you my social security card but to keep in mind that this is not right what you guys were doing. Not even a single
  follow up after my call in 2021 to follow up with the surrender authorization.

• Initial Complaint

  Date:12/17/2022

  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 previously filed a complaint because the company keeps calling me even after being on the do not call list. after my last complaint with BBB it was supposed to be resolved. It clearly hasn't because I just got a phone call and text message from jimmy the manager. I will seek legal representation if that's what it takes to get this company to leave me alone!! it's been 2 years of non stop harassment and I'm sick of it!! leave me alone!! I cancelled my policy years ago!!
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 7, 2023/01/03) */
  Our office apologizes for the delayed response. We have reached out to the agent office in this area and are currently awaiting information. We will replay shortly.

• Initial Complaint

  Date:12/08/2022

  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 purchased a life insurance plan with this company. I talked to the customer service representative and they promise they will have someone come over to my house to get blood and urine test. After I was going through the policy, I see a lot of errors made. i decided to cancel the policy. I called them on several occassions but the customer service representative put me on hold and the phone gets disconnected. I see them deducting money from my account and it appears the company is a fraud. Please stop them from ruining my excellent credit rating.
  Thank you.
  

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Thank you for reaching out about this matter. According to our records, the completed application resulted in Whole Life policy XXXXXXXX, Accident policy XXXXXXXX and Cancer policy XXXXXXXX being issued. The policies have an effective date of October 10, 2022 and a paid-to-date of November 10, 2022. We will reach out directly to the policyholder to confirm whether to leave the policies in force or to cancel them.
  
  
  Consumer Response /* (2000, 7, 2022/12/27) */
  I accept the offer

• Initial Complaint

  Date:12/04/2022

  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 got a policy with AIL, and a year later, got a free policy through work. AIL calls me from different numbers almost every day, and usually 2-3 times back to back, wanting me to get on a video sales call. I cancelled my policy but was still being billed. I contacted them and was told I had TWO policies and would have to cancel the other, which seems deceptive as I only had one policy number to my knowledge. Meanwhile, these random numbers continue to call me and say I HAVE to attend their sales video call, in the evenings, during work, and on Sat and Sun. Three calls back to back while I'm trying to work.
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 7, 2022/12/20) */
  Our office apologizes for the delay in this response. We are currently reviewing the matter and will provide a response within 5 business days.
  thank you

• Initial Complaint

  Date:12/04/2022

  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.

  My father passed away with cancer (bladder/ Mastastic disease- rapidly spread) he was diagnosed with it March 2022 an Passed July 11 2022 he didn't have this health issue when he purchased his insurance policy which they received all the health information from my fathers doctors!!! My father had a policy of 260k an I only received $9k after his funeral bill of $5k my father paid his insurance monthly never missed a payment paid in time since he purchased insurance with American Income Life Insurance! I need a explanation on why I didn't receive my father whole payout amount!! I had to send in the same information multiple times called to see why was told to disregard it, received false information from customer service representatives, I was calling my fathers doctors getting the right medical documents sent over within a timely manner to AIL to the point I didn't have to time to even grieve because of me having to basically do the stuff myself to make sure AIG had everything they needed to process his death claim I just a explanation of why I didn't or want receive his whole payout or Will I receive his whole payout!!!!!! I've called an been hung up on or transferred an the call was hung up or was told I would receive a call by someone that was over his death claim , I've sent emails out an haven't received any calls or email about this issue

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/07) */
  Please have the complainant provide her fathers name and policy number so that I can review this matter further.
  [email protected]
  
  
  Consumer Response /* (3000, 7, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because my father had a life insurance policy for 260k an they saying it was for $15,000 When I looked at my dads policy it states that 260k was the amount of his policy I'll be contacting my lawyer about this is my next steps to resolve this matter.
  
  
  Business Response /* (4000, 9, 2022/12/13) */
  OUr office cannot review this matter without a name of the policyholder and/or the policy number. Please provide.
  [email protected]
  
  
  Consumer Response /* (2000, 11, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/29/2022

  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 hold 3 life insurance accounts with this company that I have tried on several occasions to cancel. It is practically impossible to reach them by phone. I have waited for 30+ minutes on hold, only to get disconnected, or reach someone who claims that they need to transfer me to another department (the "cancellation department"). The one time I did reach someone from the "cancellation department", I was told that they had to send me cancellation paperwork to complete. Well, that was over a month ago, and I have not received any paperwork. I reached out to the agent that I have been assigned (Lu Zhang), who is apparently able to create policies, but not cancel them. She couldn't help me. I finally had to notify my bank to stop payment on all future automatic bank drafts that this company keeps trying to pull from my account. Today I received an invoice (attached) for the premiums they were unable to collect automatically. At this point, I have no choice but to believe that in the best case scenario, they have customer service that is seriously lacking, and in the worst case scenario, they have devised a system that makes it practically impossible to leave their insurance company. I want all of the policies that are being billed to me to be cancelled immediately, and I don't want to hear from this company ever again.

  Business Response

  Date: 02/17/2023

  Business Response /* (1000, 5, 2022/12/05) */
  We would like to thank Mr. ********* for reaching out to us about this matter.
  Our records show that he called our office on October 10 to cancel the policies. the October premium had already been drafted at that time. The November premium was returned.
  Policies XXXXXXXX-XX are being surrendered for the cash value. Policy XXXXXXXX has been cancelled.
  Please allow 7 business days for the surrenders to be released.
  
  
  Consumer Response /* (2000, 7, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  If this company has cancelled my policies as stated, and do not continue to attempt to collect premiums by auto drafting my bank account, sending me premium notices in the mail, and all calls to set up a new bank draft cease, I will be satisfied. I should not have had to go through this to get this conclusion. This company needs to provide better customer service, and an easier way for customers to manage their policies.

• Initial Complaint

  Date:11/23/2022

  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.

  My husband and I signed up for a life insurance policy 8/22, that same week we contacted our agent ****** ******* to cancel our policy because my husband already had a policy with current employer. We said he said he was going to put a stop at it before policy went through. My husband then got on their website and canceled policy there, next month came by and we got charged so we contacted the agent again and he said that the policy should have been canceled when we told him the first time and he was going to take a look. We never heard back from him. We have left him voicemails and send him text messages and no reply. We have tried contacting their customer service number multiple times and they just transfer us to the cancelation department and no one answers. The longest we have waited is two hours before they just hang up. This policy should have been cancelled in August!!

  Business Response

  Date: 03/09/2023

  Business Response /* (1000, 7, 2022/12/08) */
  Our office has not been able to determine the policy numbers for Ms. ********. In the complaint they provided the name of the agent, however, we have several agents by that name in their area.
  Please have the complainant provide the policy numbers so that we may address this matter more fully.
  *******@globe.life

• Initial Complaint

  Date:11/19/2022

  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 recieved a card in the mail from my union offering free accidental death insurance, Signing and returning that card was instantly regretted.
  Not only does AIL Do bait and switch tactics, They RELENTLESSLY CALL YOU AND HARASS YOU at all hours of the day. i had an agent call me at 9pm on a weekday when i was dead asleep. They desperatly tried to sign me up for a life insurance policy by HARASSING ME for weeks on end. Finally i decides to meet with the agent princess hall over zoom, She tried to keep me on the phone as long as possible by making small talk and asking pointless questions NONE OF WHICH pertained to the life insurance policy. FINALLY after 30 minutes on the phone she tells me I CAN afford a life insurance policy and it would be in my best intreset to buy a 90/ month policy. i told her im not intrested only AFTER I GAVE HER BENEFICIARY Info
  These scum call my elderly parents 2x a day and harass them at all hoirs of the night. Keep in mind the only reason i even responded to them was because i was informed my UNION was offering me a free life insurance Policy as UNIONS tend to take care of there employees. THE sales rep tried to guilt me into buying a policy so bad, There were several people in the background who were talking over her and she continues TO THIS DAY to call my family members, its been almost 3 weeks since we spoke. my parents have recieved over 200 calls and they will NOT STOP CALLING EVEN AFTER THEY TOLD AIL THEY WERE NOT INTRESTED. AIL IS A RELENTLESS ANNOYANCE WHO OFFERS OVERPRICED INSURANCW

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/29) */
  Our office appreciates ***** reaching out to us regarding this matter. AIL products are sold thru independent appointed agents. We have contacted the office in your area and requested that your contact information is added to their internal Do Not Contact database. It may take 10 business days for any leads that have been released to expire

• Initial Complaint

  Date:11/15/2022

  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.

  Recently, my husband was contacted by a representative from American income life insurance company saying that he was "sponsered by his mother". He tried to ignore the text, but the representative (Jin Chen) was very persistent to the point of borderline harassment. He conceded to a zoom meeting and at 4pm today we attended the meeting where Mrs. Chen went through all of our "free benefits". Toward the end of the meeting she said she was helping fill out my husbands emergency contact information. And then proceeded to take his contacts and text message them asking to set up a meeting wherein we would be their sponsors without consent. I don't appreciate being harrassed, and I really don't appreciate the theft of my family and friends' personal information by the company under the guise of free life insurance. Thank you for your time.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 7, 2022/11/30) */
  Our office will provide a response within the next 7 business days.

• Initial Complaint

  Date:10/27/2022

  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.

  We got this insurance through my husbands union, supposedly. Then we found out we were paying too much so decided to cancel. I called multiple times and then waiting on hold for an hour and a half to talk to someone to cancel it. The lady said it was taken care of and I'd get an email to sign and send back to cancel and she stopped the payment. Before hanging up I asked again for reassurance that money wouldn't come out she told me it wouldn't. They still took out the payment and I had to call and find out what's going on. They're not giving me my payment back and I had to YET AGAIN cancel our plan. Both times we were on "a recorded line" but the lady said there was no record of my last call and had to redo the whole thing again. I'm still waiting for my "cancellation email" and I called my bank to stop them from taking out anymore money. I have had nothing but issues for the 3 months I've had this insurance. I feel it's a scam and they're taking money from us even after canceling which then we didn't budget for and we got fees for not having enough money in our account.
  

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/11/03) */
  We would like to thank Ms. ****** for allowing our office to bring resolution to this matter. AIL is associated with many Unions who offer their members coverage thru our office. In this case the member purchased individual policies.
  According to our records, Bryce ****** is the owner of policies XXXXXXXX/23/24/25/26. Our office has multiple recorded conversations with Ms. ****** regarding cancellation of the policies beginning October 17th. It was not til the owner called on October 26th that we could take action. An authorization for cancellation was sent to the insured via email. On October 30th we were advised they did not receive the email so another was sent. We received an incorrectly completed authorization on November 2nd, and sent a follow up email.
  The last premium drafted on the policies was September 24th for the October payment. This was prior to the request for cancellation. As a courtesy our office will refund the last premium drafted for each policy - leaving the policies with a paid to date of October 1, 2022. We trust this will resolve this matter.
  
  
  Consumer Response /* (3000, 7, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still have yet to receive the Refund the only reason I received a payment back was because I made my bank stop them from taking anything out. I was suppose to receive a refund for the rest of my husbands and the totals are now different than what they first told me and it's been over two weeks with still no payment. They said it would be in there by November 9th and it's still not in there it's it's $400 for my husband of money we could use. Everyone I talk to gives me new dates and new totals and tried to transfer me to a new department. I want my money back and they're giving me a go around.
  
  
  Business Response /* (4000, 10, 2022/11/15) */
  On November 8, 2022 a refund of $57.58 was deposited to the insured's bank account. This represented a one month refund for each policy (18150522/23/24/25/26).
  There is no basis for an additional refund. The request for cancellation was received on 10.17.2022. Each policy has a paid to date of 10.01.2022.
  
  
  Consumer Response /* (4200, 12, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was no deposit of that $57 whatever in our bank account. This is a straight up lie. And we're suppose to receive my husbands full amount because we never even got paperwork for him. Which means $101 something for 3 months. They're not talking to each other and this is the worst insurance place I've ever had to deal with! I want our money back.
  
  
  Business Response /* (4000, 16, 2022/12/05) */
  Premium Accounting advises that the Direct deposit for $57.58 was returned by the insured bank because they had placed a "Stop Pay" against AIL.
  On November 15, 2022 the following checks were released and are still outstanding.
  XXXXXXXX $14.17
  XXXXXXXX $13.65
  XXXXXXXX $11.65
  XXXXXXXX $9.50
  XXXXXXXX $8.61
  
  There is no basis for additional refunds.