Complaints

This profile includes complaints for American Income Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  American Income Life Insurance Company

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

  
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  American Income Life Insurance Company

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

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  American Income Life Insurance Company

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

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  American Income Life - Tommy Vena

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

  

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

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ex had or has me as a beneficiary on a policy with AIL, but I do not now, nor have I ever, had a policy myself with AIL. They keep calling me repeatedly, Sometimes multiple times a day, every day for weeks or months at a time because they want to meet again and re-discuss the policy (which mostly involves them asking for the contact info of people in my life so they can try to sell to them, which I'm certainly not giving them). I keep telling them I'm not the one holding the policy, I'm not interested in getting one, and to remove my phone number from the account / their call list. They just pass it on to the next agent and the harassing calls start all over again, and since each agent is calling from a new number, I can't just preemptively block them. I have already changed my home phone number solely due to their harassment, but I use my cellphone number for running my small business so it's not easy for me to just change that number. This is disruptive to my life and work due to the frequency and even the range of times throughout the day that they call. My number is and has been on the National Do Not Call list (applicable in the area I live and work in) this entire time. This needs to stop.

  Business Response

  Date: 04/25/2025

  We would like to thank ******* ****** for reaching out to our office regarding this matter.  A request has been submitted to our Customer Relations and Resolutions Team to remove Ms. ****** from any internal database and cease any further attempts at contact.  Please allow 5-7 business days for this request to be processed.  If future attempts to contact Ms. ****** are made, please provide the phone number used and we will address it on an individual basis.  Please let our office know if we can be of further assistance.  

  Customer Answer

  Date: 04/26/2025

  I have reviewed the business response and accept this resolution. If they do as they say and it results in no further contact then I consider the matter closed.  It would be good to have the number to contact them directly if the calls continue, which I didn't see in their response, but I hope not to need it. 

• Initial Complaint

  Date:04/16/2025

  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.

  The policy was purchased and paid for by my deceased grandfather who died 2 years ago this July. This company constantly spam calls me from their own number and private numbers. They keep claiming proof of his death was never sent and that I'd get the cash value of the policy and will not let me cancel the policy. Every attempt made on my end gets no results and I keep getting transfered. This company is also very poorly talked about on ****** about their scams and harassment. These people are preying on my grief. I want the harassment to stop and never be contacted by them again and for them to give whats owed to my sister and myself. I'm trying BBB before I get my lawyer involved

  Business Response

  Date: 04/29/2025

  We would like to thank **** ******** for reaching out to our office regarding this matter.  Policy ******** has been cancelled and surrendered as of the paid to date of February 16th, 2025.  The available cash value of $1,560.26 is being surrendered and a check in that amount will be issue and mailed in 3-5 business days.  Per our records, policy ******** lapsed for non-payment of premiums as of February 1st, 2025,  This policy was a cancer policy therefore no refund is due.  Please let our office know if we can be of further assistance.

• Initial Complaint

  Date:04/16/2025

  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.

  Had a life insurance policy with this scam of a company for about 7 months. My coverage "lapsed" in May of 2023 due to "non-payment" . However, I was never notified about the lapse in coverage and American Income was continuing to draft $75 from my account through Sept of 2024 (even though I didn't have an active policy) I have sent 5 emails regarding this issue however no response. Now somehow my phone number has resurfaced amongst their sales team and I get about 4 cold calls a day from your scummy sales people. I've asked, BEGGED them to remove me from their phone list but they continue to call. I've blocked 3 numbers so far. REFUND ME MY MONEY AND LOSE MY NUMBER

  Business Response

  Date: 04/28/2025

  We would like to thank ******** ****** for reaching out to our office regarding this issue.  A request has been submitted to our Consumer Relations and Resolutions Team to remove Ms. ****** from any internal database and cease any future attempts at contact.  If further attempts are made,please provide the phone number used, and we will address it on an individual basis.  Please allow 5-7 business days for this request to be processed.
  
  Policy ******** lapsed as of the paid to date of June 1st,2023, and a letter was mailed to the insured advising her of that policy status on July 27th, 2025. (See Policy Lapsed Letter)  The last premium received was in the amount of $123.80 on May 11th, 2023. The policy had an effective date of December 29th, 2022, and the cash value of the policy was not available until year 4.  Therefore, there is no cash value to surrender and no refund due since the policy was in place and coverage was active during the life of the policy. 
  
  Policy ******** lapsed as of the paid to date of January 12th,2024, and a letter was mailed to the insured advising her of that policy status on July 5th, 2024. (See Policy Lapsed Letter)  The last premium received was in the amount of $78.87 on May 19th, 2024. The policy had an effective date of December 29th, 2022, and the cash value of the policy was not available until year 4.  Therefore, there is no cash value to surrender and no refund due since the policy was in place and coverage was active during the life of the policy. 
  
  Please see the attached screenshots reflecting the most recent payments on each policy. 
  
  Please let our office know if we can be of further assistance.  

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because:   How did I end up with two active life insurance policies??? Lol I have 1 life? You all are scammers. If policy "1" lapsed in in June of 2023 - why was I not notified until July of 2025? If policy "2" lapsed in January 2024, why wasn't I notified until July 2024? Correct me if I'm wrong but "lapsed" means no longer covered. Also not understanding how policy "2" "lapsed" in Jan 2024 when you took payment from me in Jan 2024? Then, continued to draft money from my account in Feb, March, April and May 2024. So - taking my money when I wasn't even covered. That's the money I am owed. That's the refund I am due. Screenshots attached.

  Business Response

  Date: 05/06/2025

  Good afternoon, 
  
  Please see the attached response and documentation regarding AILs response to the rejected response submitted on 4/28/25.  Please let me know if you need anything else on our end.  
  
  **** ******
  Insurance Regulation Paralegal, Legal l ***************
  ***********************************
  

  
  

  Business Response

  Date: 05/06/2025

  Good afternoon, 
  
  Please see the attached response and documentation regarding AILs response to the rejected response submitted on 4/28/25.  Please let me know if you need anything else on our end.  
  
  **** ******
  Insurance Regulation Paralegal, Legal l ***************
  ***********************************
  

  
  

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because: ***************** just called . ***** . Stating I do have an active policy . Please address, and check your scammy sales team .

• Initial Complaint

  Date:04/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Almost two years ago, I signed up for permanent life insurance with American Income Life paying around $72 a month. After some changes in my income, I was no longer interested in having this monthly expense. In addition, my new employer offers life insurance at a much lower rate, and it just made sense to go with them. The entire process of cancelling with American Income Life was seemingly criminal. It took me almost 2 months to receive the requested email that I needed to fill out in order to cancel with them. I had to call over a dozen times, talk to about 20 different people, and leave messages on manager phones, without ever getting a call back. Once I did get someone on the phone, the email was always "on its way", yet never seem to came. After finally getting someone with an actual soul and heart at their company to help me, I filled the form out and emailed it back. Under the impression I was done with this process, I get a bill in the mail from them. I call again, they tell me I didn't cancel ALL of my policy numbers, just the one. I asked how many there are, they tell me, "they don't know". WHAT THE **** IS THAT? So, I told them to cancel whatever else was under my name, and my husbands, since he's in this trap as well, and put a stop payment on them with my bank, ensuring no withdrawals will be allowed. After all that work and time spent calling and emailing and messaging, I still get the run around in attempting to discontinue my business with this company. They call and text every single day. At this point I spend around 5 minutes listening to their messages and blocking the numbers they call me from. Since my time is valuable, I would like this to stop or I will seek legal action against them. It is harassment as I have already made it clear I want nothing to do with them. They just call me from different numbers with different people calling every time. I want my money back since this is now a job and I don't work for free.

  Business Response

  Date: 04/25/2025

  We would like to thank Mr. ******** for allowing us to respond.  Our records show that Mr. ***** called our office in February of  2025 to request the cancellation of his and Mr. ********* policy and was transferred to the correct department to handle his call.  Both policies were removed from automatic bank draft to prevent the account from being drafted while in the cancellation process and a cancellation form was sent to the address on file on February 18, 2025 to be completed, signed and returned to our office for processing.  An additional request was received for the cancellation form which we show was mailed to the customer on February 26, 2025.
  
  The completed form were received in our office on March 10, 2025 and all policies form Mr. ***** and Mr. ******** have been cancelled. 
  
  In addition, we have added the customers contact information to our internal Do Not Call list and have asked the office that handles their area to mark their records accordingly.  Please note that it may take up to 7 business days for the change to go through our system during which time they 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. If they wish,they may also provide our office with the name and phone number of the caller so it can be addressed on an individual basis.
  
  We hope to have resolved their concerns. 

• Initial Complaint

  Date:04/15/2025

  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.

  On March 31st, 2025 I sent a message through the "Contact Us" section of American Income Life stating I'd like to cancel my policy. I received an email on April 2nd from a ******* ******** stating that they would place my account on hold and mail me cancellation forms. I received an ACH debit for my life insurance on April 8th even though I was informed I wouldn't. Today, I called stating that not only did no one place my account on hold, mail any cancellation forms, but that I also had a second policy opened as well. I was told two months ago that my original policy had come back from the underwriters and the agent was telling me about more coverage. Not once did he state he would open a second policy to go along with my original one.

  Business Response

  Date: 04/25/2025

  We would like to thank Ms. ***** for allowing us to respond.  Our records show that an email from Ms. ***** dated March 31, 2025 was received in our office which requested the cancellation of policy number ********.  This policy was removed from automatic bank draft to prevent her account from being drafted while in the cancellation process and a cancellation form was mailed to her to be completed, signed and returned to our office for processing. An email was sent to Ms. ***** on April 2, 2025 with this information which she confirmed as being received.  
  
  A further review of our records shows that an application dated February 4, 2025 was received in our office which resulted in policy number ******** being issued. An email dated February 5, 2025 was sent to the email address on the application which included a summary sheet of the coverage just purchased.  The email address on the application coincides with the email address provided by Ms. ***** in her correspondence with the Better Business Bureau.  The application was finalized and the contract was mailed to ******** address on the application, which also coincides with the address provided to the Better Business Bureau, on February 18, 2025. 
  
  We do not show the completed cancellation has been received in our office, however, in order to resolve this situation we have cancelled policy number ******** as well as policy number ******** and have refunded the April premium drafted for policy number ******** in the amount of $88.50 via check. Letters confirming the cancellation of both policies have been sent to the address on file for Ms. **************** hope to have resolved Ms. ***** concerns. 

• Initial Complaint

  Date:04/15/2025

  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.

  Three months ago I requested to close my 5 life policy with American Income Life Insurance Company. In this three months the company has hung up on me at different times, sent me forms to sign to deposit my money into my checking account. Signed the 5 forms and sent 5 void check as requested by the company. The **** requested the ****** Funeral Home to sign release paperwork and they did twice within the three months and every time the insurance company will say they are working on it and the money will be deposited in 10 business days . The last date for it to be deposited was April 8th. Now starting on a forth month. I dont know what to do. The AILICompany just keeps saying that they are working on it and my policies are closed and in 10 days I will get my money but I never do. Can you please help me.?

  Business Response

  Date: 04/29/2025

  We would like to thank ******** ***** for reaching out to our office regarding this matter.  Per our records, there was a transfer of ownership completed by ******** ***** to ******************************, in November 2015.  We received a cancellation request from signed by the ****** Funeral Home on March 21st, 2025.  Unfortunately, the surrender checks for policies ******* ($3,3173.93) and ******* ($1,844.93) were made payable to ******** ***** and mailed.  Our offices will need to place a stop payment on those checks and reissue them made payable to ******************************* Please allow 7-10 business days for this request to be processed.  

  For policy *******, our records show the policy lapsed as of October 16th, 2024. 

  For accident policy *******, our records show the policy lapsed as of February 8th, 2025 and no refund was due. 

  For policy ********, the policy lapsed as of January 8th, 2025, and no refund was due as the cash value was used up.  

  Please let our office know if we can be of further assistance.  

• Initial Complaint

  Date:04/15/2025

  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.

  they refuse to cancel my insurance, after calling them 3 times, they still havent sent me a cancellation form through email, and they have now said they are going to take ***** out of my account instead of the 91 and 86 per month

  Business Response

  Date: 04/23/2025

  We would like to thank Mr. ****** for allowing us to respond.  A review of our records shows that Mr. ****** called our office on April 14, 2025 to request the cancellation of his coverage and was transferred to the correct department to handle his request.  Both policies were removed from automatic bank draft to prevent his account from being drafted while in the cancellation process and a cancellation form was sent to the email address on file on April 16, 2025.  The completed form was received and both active policies have been cancelled.  Letters dated April 21, 2025 confirming the cancellation of the policies were mailed to the address on file.
  
  A further review of our records indicates that there is pending application for Mr. ****** and our ************************ has reached out to Mr. ****** regarding the application and will handle as requested once a response is received. 
  
  We hope to have addressed Mr. ******* concerns.  

• Initial Complaint

  Date:04/15/2025

  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.

  Policy#******** for Refund for $442.24. After policy got canceled back in October and confirmed by American Income Life they still kept charging me illegally. I requested a refund and called tenths of times and I keep getting a different answer each time. From its in the process its approved its on its way now its being reviewed. I need to get this resolved

  Business Response

  Date: 04/28/2025

  We would like to thank ******* ******* for reaching out to our office regarding this matter.  Per our records, policy ******** was surrendered on January 9th, 2025 and check #****** was issued in the amount of $225.61 reflecting the cash value available as of the January 9th, 2025 surrender date.  A request was then submitted to refund four months of premium payments totaling $442.24 and surrender the policy as of the original request in September 2024.  Using the surrender date of September 14th, 2024, the cash value changed to $124.81, meaning we overpaid the cash value by $100.80.  Therefore, the overpayment of $100.80 was subtracted from the $442.24 which left a remainder of $341.44 for the four month premium refund.  That amount was deposited via ACH deposit to the bank account listed on April 10th, 2025.  Please let our office know if we can be of further assistance.  

• Initial Complaint

  Date:04/15/2025

  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 filed a cancer insurance claim. I was diagnosed with prostate cancer 6/19/2024. I signed release for all doctors prior to securing the cancer insurance which was a rider to a life insurance. All medical records have proven I did not have cancer. Today after months of waiting thinking I can be reimbursed for less less than $800. The last time I submitted to them release for additional information was January 28, 2025. The letter today April 7, 2025, they are saying additional information is needed. I have no additional information. Cancer is the ONLY illness I have ever had in my 71 years on this earth. They stated, "YOUR COMPLETE AND PROMPT RESPONSE TO FUTURE RQUESTS WILL ENABLE US TO OBTAIN THE NECESSARY INFORMATION QUICKLY". Please ask them to explain what else are they asking me to do. They have access to all my records from birth and they want. I signed for this small insurance policy 10-13-2023. I also sent as requested both primary care physicians for the past 5 years: Dr. ******* ****** (Current), and past: *********************

  Business Response

  Date: 05/01/2025

  We would like to thank ****** ******** for reaching out to our office regarding this matter.  ****************** with our ***************************** the claim was received December 17th, 2024.  This is a contestable policy and they have been in the process of requesting records as is the normal process.  They have received several sets of records, most recently on April 29th, 2025.  These records are being reviewed by underwriting currently.  There are also two sets of records they are waiting to receive.  Unfortunately, the acquisition of records can take time due to provider response and their requirements for specific release.  A recent release from the insured was received March 19th, 2025 for the claims department to continue their review.  We understand the frustration at the delay and hope to conclude the review of the prior medical records shortly.  Please let our office know if we can be of further assistance.  

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy # ********. I filled out a cash value surrender form on 03/19/2025, and provided my bank routing and account number for them to deposit the cash value of the policy, a little over $12,900. I was told 3 to 5 business days. It's been much longer than that. I've called and left support tickets on their website, and all I can get from them is that it will be 3 to 5 business days.I want them to deposit the funds into my bank account IMMEDIATELY. If not received by Monday, April 14, 2025, I want an additional 10% late fee added to the amount.

  Business Response

  Date: 04/21/2025

  We would like to thank ****** ***** for reaching our to our office regarding this matter.  Per our records, the written policy cancellation form was received by our offices on March 19th, 2025.  The policy cancellation was processed and check #****** was issued in the amount of $12,933.26 on April 3rd, 2025. (See attached).  As of April 21st, 2025, the check has not cleared our account.  Please let our offices know if we can be of further assistance.  

  Customer Answer

  Date: 04/21/2025

  I am rejecting this response because:   

   

  I never received the check.  The mailing address appears to be correct. 

   

  Please put a trace on the check, as it appears to have been lost somewhere along the way, or never mailed.

   

  Additionally, the refund was supposed to have been issued by direct deposit into the bank account corresponding to the routing and account number specified in the surrender document *** docusign.

  I have mussed several market buying opportunities due to your late payment. Please fix this right away.

  Business Response

  Date: 04/22/2025

  We would like to thank ****** ***** for reaching out to our office regarding this matter.  We regret the delay in issuing the surrender payment but due to the amount of cash value, the payment had to go through an approval process before being issued.  Per our records, the check was mailed on April 20th, 2025.  ************ would like the funds to be deposited via ACH deposit, we can issue a stop payment on the check and deposit those funds into the bank account listed on the surrender form.  Please be advised that this process will take up to 3 business days to complete.  Please let our office know of Mr. ******* preference.  We hoped to have resolved this issue and apologize again for the delay.  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 04/25/2025

  I am rejecting this response because:
  
  As of Friday, April 25, 2025, I *STILL* have not received the check.  Please put a trace on the check, and see if you can find where it got lost.  I need the money which is due to me, as soon as possible.

  Customer Answer

  Date: 04/29/2025

  I *FINALLY* received the check today.  Concerned about their solvency.  It took ONE month and TEN days for them to get my money to me.  Hopefully the check won't bounce.  I just deposited it today.