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

• 

  American Income Life Insurance Company

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

• 

  American Income Life - Tommy Vena

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

  

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

• Initial Complaint

  Date:10/26/2022

  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 signed up for Life insurance back in May. The policy was for myself and my 4 children. Within the next month I found out that I was not eligible for coverage but my children were. I called July 27, 2022 to have my childrens policies canceled. I have called 3 times since then and the last 2 times I was told they could not find my policy. This past month in October I was charged AGAIN for service they "could not find" and now they refuse to reimburse me for the months since I've called to cancel it in July. I want my money back that they took without my permission after telling me I had no active policies. This has been month with fighting back and fourth for services they told me I didn't even have. Now they refused to pay the overdraft fee from their services even after getting my bank statement.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/10/27) */
  We appreciate Ms. **** allowing our office the chance to respond to this. Our office should have been able to identify the policies (XXXXXXXX-XX-XX-XX) when she called. the policies will be cancelled as of the September due date and premiums refunded. Our office has previously requested a full copy of her bank statement showing any over-draft fees so that a reimbursement can be given consideration. She is welcome to send those to my attention. *******@globe.life
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I originally called to cancel July 27, 2022. I should be refunded from that day that I called and was told I had no active policies. Two time I was told there was no policies and I should be refunded since July. I will resend my documents for the overdraft to the email provided.
  
  
  Business Response /* (4000, 9, 2022/11/03) */
  Our office would like to apologize to Ms. ****. There are 4 policies. Her request on 07.27.2022 to cancel was only recorded to one policy.
  We will cancel all policies as of the 08.03.2022 due date. A partial refund was deposited to her bank on October 31, 2022. The remaining will be deposited within 7 business days.

• Initial Complaint

  Date:10/15/2022

  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 enrolled into a policy for myself, my fiancé & my 4-year-old son. Somehow the paperwork was filed with the wrong last name which they tried to blame me for as if I haven't had this name for 30 years. But it was eventually resolved & all was well. Unfortunately, the company was unable to continue the policy for my fiancé due to health issues. I was told that he was removed from the policy - which was understandable. Unbeknownst to me, a new policy was created for me & my son. Suddenly, I began receiving an alarming amount of phone calls and texts to confirm if I myself have HBP medication which I don't, never have and never indicated. It seems as though they've now merged my health information with my fiancé's information. I decided that I no longer wished to be insured with this company. On 9/13, I called AIL to terminate the policy. I spoke with Natasha who told me that the policy was "suspended" which means the same as terminated. I was skeptical, but assumed she knew better than me. I asked her to remove my bank draft information from the account, she said she wasn't able to make any changes to a suspended policy. We ended the call. Fast forward to 9/26, I'm still receiving letters and calls! I call again and speak to Deja who advised me I do still have a policy (the new policy I didn't know about with a different policy # than the letters state) and that in order to cancel the policy I have to fill out and send in a cancellation form which was not an immediate send. Now I have to follow this process which will take weeks! AIL drafted my account that same day which almost resulted in an additional overdraft fee! I should have been told about the new policy, cancellation form, and my bank account should have been removed on 9/13! And I also have to request a refund in writing which is not guaranteed. I should not have to pay for October since I've been trying to rid myself of this company since early September!!!

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */
  We would like to thank Ms. ******* for allowing us to review her concerns. Our records indicate that an application was received in our office which requested coverage for Ms. *******, her fiancé and a child and as Ms. ******* indicated, the application for her fiancé was not approved by our Underwriting department and the proper notification was sent to them via mail. A further review of our records shows that life coverage was approved and issued for Ms. ******* a child and the contract was mailed directly to her on September 1, 2022. The accident only coverage was in the process of being underwritten and not yet finalized.
  
  Ms. ******* called our office on September 13, 2022 and requested the cancellation of all coverage, however, the mode of billing was inadvertently not changed from automatic bank draft to direct bill to prevent her account from being drafted during the cancelation process and we do apologize for that oversight. Since Ms. ******* contacted our office shortly after the coverage was approved we have cancelled the life policy as well as the accident only application and have credited the bank account on file for all premiums paid.
  
  We hope to have resolved this matter to Ms. *******'s satisfaction.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I signed up for supplemental/accidental life insurance policies with American Income Life Insurance company with a very pleasant representative named ***** L.
  After several months, we decided to cancel the policies because we had misunderstood the cost and couldn't afford it.
  ***** insisted that I speak to a manager (I believe his name was ***** F.). He told me that "crazy people" cost more; which was his way of explaining that my new depression medication put me in this category and that my policy had changed.
  I was assured by our original agent, ***** L., that the policies were cancelled. A few months later, I noticed that American Income Life had continued to debit my account, despite having been told by ***** that the policies were canceled. I was once again assured by ***** that the policies were canceled, however, the only way I was able to keep American Income Life from charging my account was by putting a stop payment on it, which was another charge by my credit union.
  After this, ***** would no longer reply to our emails or texts.
  In spite of ALL of this, I started to get text messages from an employee named ******* saying that the company was attempting to take payments from my account but was unable to do so! Responses to him also remained unanswered.
  I am currently attempting to get a refund for the unauthorized charges that American Income Life took from my account and will file a small claims suit against them if I am unable to get a full refund. Needless to say, I do not recommend doing business with American Income Life due to their complete disorganization and poor customer service/communication.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 5, 2022/10/25) */
  We would like to thank Ms. ******* for reaching out regarding this matter. After careful review of her inquiry and the additional correspondence provided we have issued a refund of all premiums collected for her policies since July of 2021.
  
  We spoke directly with Ms. ******* regarding this handling and she was satisfied with the resolution. We are happy to have been able to resolve Ms. ********* concerns.
  
  
  Consumer Response /* (2000, 7, 2022/10/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  AIL issued a full refund in a timely manner. The representative who contacted me was very professional and attentive.

• Initial Complaint

  Date:10/03/2022

  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.

  I'm writing for my husband, ****************, who is brain damaged and lives in Pennsylvania. His daughter took out a policy in his name and then didn't pay the premiums. Jeffrey was unaware that premiums were due. The American Income Life Insurance Company started sending him bills, because nothing had been paid. The premiums owed are now being billed as a "loan" with 8% interest. We have tried to contact the company, no one ever answers the phone. I tried sending them a letter to cancel the policy, no response, they just sent another bill. My husband is on SSI, a fixed income and we don't think he owes this money. At any rate we just want to canel the policy. I have the policy #, but no one can find the actual policy. Can you help?

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/05) */
  In 2006 ************** took out a whole life policy (XXXXXXX) on himself. He is also listed as the owner and payor of the policy.
  The policy has been on APL (Automatic Premium Loan)
  since September 2020.
  Please have Mr. ******'s guardian contact me at kk*****@globe.life so that we can discuss options in this matter.

• Initial Complaint

  Date:09/30/2022

  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 have been with company for at one inhalf or two years and this is not the first time dealing with the company. The issue is I canceled my policy with this company because the unprofessional and the lack of communication because they have too many representatives calling and you never get the correct information. They place you on hold for a half hour to a hour and then hang up and you end up calling back and waiting all over again and some of the persons that I spoke to are very rude. Also I faxed in the right information and threw their negalence they put the wrong information in and tell me they have too send out more paperwork. If they had searched my faxed paper the correct information is there. Also they debit your money out the bank before the due date. This company is not something I would recommend too anyone if they need life insurance you might not be covered if you thought you was. It's unfair that I have to go threw all this just to cancel these policies.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 7, 2022/10/17) */
  Thank you for reaching out to our office regarding this matter. We show that policy XXXXXXXX was cancelled as of the date of issue in September 2021.
  We have reached out to the office of the writing agent to them remove your contact information from their database. This may take a couple of weeks for any leads that have been released to be withdrawn. We will also add you to our internal DNC.
  
  
  Consumer Response /* (3000, 9, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My response is that I have 2 policies and one of the policies I had for a while. There attitude upon speaking with them is very unprofessional and they need to have a training on mannerisms asap.They have told me that they Mail out the refund 5 different times and I haven't received anything.
  
  
  Business Response /* (4000, 11, 2022/10/19) */
  We show that in addition to policy XXXXXXXX which has been cancelled, Ms. ******* was issued policy XXXXXXXX. this policy was surrendered and the check was mailed on October 9, 2022. The check is still outstanding.
  
  Policy XXXXXXXX was cancelled as of the date of issue, July 25, 2022. A premium refund in the amount of $94.80 was deposited directly to her bank account on September 30, 2022.

• Initial Complaint

  Date:09/28/2022

  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.

  I contacted them to possibly start a plan. The started taking money out without me signing anything. I kept trying to call and there was a 2 hour wait each time and when someone would answer the call would drop. They have charged me atleast 2 so far for 87.30 dollars each time and my attachment shows recent charge on the 26th of August. And one was taken out on September 27th. I never signed anything to start a plan and did not give consent to start a plan. I also have not received any kind of paper work reguarding an account or any account info.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 7, 2022/10/13) */
  Thank you for reaching out to us so that we could explain the process. The application was completed during a zoom call. The signature is electronic.
  Our records show there was a delay in mailing the policies to your home address. As a courtesy we are cancelling the two policies and refunding premiums.
  thank you
  XXXXXXXX/32

• Initial Complaint

  Date:09/21/2022

  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.

  I have called two different times to cancel a life insurance policy. American Income Life Insurance keeps mailing bills, but they will not send me a cancellation form to complete. I do not know what else to do.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Our office was not able to locate a policy under the name or address given. Please provide a policy number so that we can assist you.

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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've been with American Income Life since November 2019. I have often run into communication issues making it difficult to fully benefit from my plan. Recently I changed which bank was my main and attempted to change the information online, as I've been advised to do. This led to my policies becoming past due. As soon as I learned that I attempted to pay online. Can't because the accounts have been restricted. Then started the seemingly neverending process of bringing our accounts to current. When I would call I would be on hold for long periods of time only to have the call "drop". Each email I received was from a new representative which led to providing the same information and confirmations more than once. While emails went completely unanswered. The photos attached are not all inclusive of the times I've tried to contact them through phone or email. Today I was told again that my account would draft in a couple days and all would be resolved. We'll see. After that I asked to file a claim. Transferred to claim department and was on the loop for awhile before it hung up. Called claims line directly and was on the call loop for awhile and it hung up again. I called and asked to speak with a supervisor. Put on hold for several minutes then it hung up, again. I called again and was told they likely couldn't and wouldn't do anything since my "problem was resolved" (it wasn't) and was transferred to a line that ended with a voicemail box. I have called, left messages, sent emails, and literally begged for help with this company. I have many unanswered questions and no way to ask them. No one to ask them to.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/27) */
  We appreciate Ms. ****** reaching out to us. I have located 3 policies (16082645, XXXXXXXX, XXXXXXXX). All policies are current and are set up on back draft. Our office will reach out to Ms. ****** directly to assist with any other questions she may have.
  
  
  Consumer Response /* (3000, 7, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My husband, Johnathan, and I have five policies. I have submitted the five account numbers several times and I have called about them several times. I have been unable to get ALL of our accounts up to current. I have also been trying to file a claim. I have submitted both of our names, address, last four of both of our SSN, and all five policy numbers on the last five emails at least. I was really hoping and expecting that providing that information would help move things along, but I was wrong and have still been asked to provide the information already provided.
  On top of the email issues I have had problems getting on the phone with someone and when I do I get placed on hold and hung up on or transferred and hung up on. The last phone call I was able to get through, over a week ago now, said that my payment for the last policy that has been left behind to bring it to current would be processed within 3 business days. It wasn't.
  I don't understand how I am supposed to get anything accomplished, or how I could ever benefit from our policies if I can't get a hold of anybody or file a claim. I can't get help. I can't get assistance.
  
  The email response is nothing more than the "help" I've received already. Basically just saying "sorry you're upset" and pass me to the next person to say "sorry you're upset" and on and on.
  We'll see if they ever contact me in a meaningful way to resolve the issues I have.
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  Ms. ****** provided me with all 5 policy numbers. I responded that all 5 were current, and provided a claim form for the accident policies.
  Ms. ******, has my contact information and can reach me by phone or email at any time.
  
  
  Consumer Response /* (2000, 11, 2022/10/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel my policy with American Life Insurance since 2019. They keep charging my account and I cannot get them to cancel. I have spoken with my agent on multiple occasions

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 6, 2022/09/27) */
  Thank you for reaching out to our office. The agent referenced in your comments has not been appointed with our office for several years. A review of the policy indicates that we have not previously received a cancellation request. The policy will be surrendered for the cash value as of the current date.
  Please allow 7 business days for the transaction to complete.
  Policy XXXXXXXX
  
  
  Consumer Response /* (3000, 8, 2022/10/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have no information on this policy. And I have tried canceling multiple times. How much is the value of policy that we will get back and where ill we get this back?
  
  
  Business Response /* (4000, 11, 2022/10/07) */
  Ms. *** - our office apologizes for the inconvenience.
  Unfortunately, your policy drafted again on the 5th. We have to wait 15 days before we can refund that draft. However, your surrender value will be deposited directly to your bank account on Monday the 10th.
  Did you want policy XXXXXXXX cancelled as well?
  please let me know at [email protected]
  
  
  Consumer Response /* (4200, 13, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is Monday the 10th and I did not get anything in my bank account. Yea I want all policies cancelled and refunded. Below you stated that on the 10th which is today I will get deposited the surrender value. It has not been deposited.
  
  Please advise this issue ASAP!
  
  Thank you.
  
  
  Business Response /* (4000, 15, 2022/10/12) */
  On 10.11.2022 our office deposited the following funds
  XXXXXXXX $672 + $62.32
  XXXXXXXX $765 + $83.42
  Let me know if we can be of further assistance.

• Initial Complaint

  Date:09/14/2022

  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.

  i am trying to cash out two whole life policys , after repeated attemps to do this by phone and email they wont return phone calls or emails. customer service takes your call then transfer you to another line whitch no one picks up.ive paid into this policy for years .i am filing this complaint to get my cashout value of the policys.ive been a customer for years and this is a terrible way for a company to do buisness

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/09/27) */
  Our office has not been able to locate a policy under this name or address.
  Please provide the policy number and the policyholder name.
  
  thank you
  
  
  Consumer Response /* (3000, 7, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  one response from the company says they cant find my policies but going through customer service they were able to find them i have mailed the forms back to them and they will receive them 10/07/2022.therefore I would like to keep this complaint open as we have not finished this process of closing the accounts.thank you ****** *********
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  Please provide policy numbers or the exact name and address of the insured so that we may assist you
  
  
  Consumer Response /* (4200, 11, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I sent the company the papers to close out my policies by prioty mail ,they received them on 10/06/2022. I have not heard back from them or received anything by mail. I would like to keep this open untill this is closed out and I have a check from the company thank you
  
  
  Business Response /* (4000, 13, 2022/10/19) */
  Please provide the policy numbers so that we can review this matter.
  
  thank you
  
  
  Consumer Response /* (4200, 15, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have sent the forms to cash out my policies, they received them on 10/06/2022 I still have not heard from them so I contacted customer service and have not heard back from them either so since this is still not resolved I would like to keep this complaint open thank you
  
  
  Business Response /* (4000, 17, 2022/11/03) */
  Our office cannot find a policy in the name of ****** ********* in the state of CT.
  Please provide the name on the policy and/or the policy number.
  *******@globe.life