Business Profile

Insurance Companies

American Income Life Insurance Company

Complaints

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

Customer Complaints Summary

840 total complaints in the last 3 years.
352 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/11/2025
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.
Initial Complaint
Date:04/11/2025
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.
********* from American Income Life has been harrasing me due to a friends policy. He masks his number and calls me multiple times under "No Caller ID" I have asked him not to be contacted multiple times and have asked him not to double call me and he continues to do so.
Business Response
Date: 04/22/2025
We would like to thank ********* ******* for reaching out to our office regarding this matter. A request has been submitted to our Consumer Relations and Resolutions Team to remove Mr. ******* from any internal database and to cease any further attempts at contact. If future attempts at contact are made, please provide the phone number used and we will address the issued on an individual basis. Please allow 5-7 business days for this request to be processed. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/11/2025
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.
American income life insurance has been pulling 80 dollars a month for about 3 years totaling ***** most recently on the 17th of March I inquired about my policy as I was wanting to cancel it after calling I found out they have no record of me in their system at all but are taking money from my bank account. After multiple calls of no resolution and failure of cooperation from American income life insurance I got ahold of my bank put a stop payment and got a number from the transaction and called AIL back and they said that was the policy number and after asking to cancel the account since Im paying for it they said since Im not the person on the policy i cannot cancel the policy so I have been paying three years of whole life insurance to a fraudulent policy on a account opened for me but it would only benefit AIL as they are collecting money to a policy knowing they will never have to pay it out as they have it linked to a non existent person instead of myself the policy holder. Policy number with American life insurance is ********
Business Response
Date: 04/23/2025
We would like to thank ***** ******* for reaching out to our office regarding this matter. Per our review of the phone call from April 2nd, 2025, our offices advised Mr. ******* that in order to cancel the policy and cease further ********, we would need a copy of his driver's license and his Social Security card to correct the misspelled last name and SSN. Once these documents have been provided, we would be happy to complete the policy cancellation process. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/23/2025
I am rejecting this response because: That does not solve the fact they have been funneling money from my account into a fraud account for a non existent person that would not have paid in the case of death and to prevent any more personal information being breached or compromised or messed up even further than already done by this company for their lack of competence.
Customer Answer
Date: 05/02/2025
Company has sent an invoice still requesting payment as they will not cancel and refund the account as stated in the original complaint the bank had to be called to cancel payment since the company is unwilling to cooperate with the person they are funneling money from and now want me to pay for a service or account that they wouldnt even pay incase of my death so maybe the only reasonable thing is to sue since fraud is illegal. And since the company has still contacted me asking for payment to a fraud account that is harassment. As the company was to not contact me according to the complaint filed.
Business Response
Date: 05/02/2025
We would like to thank ***** ******* for reaching out to our office regarding this matter. After further review of the Company's records, due to an agent error, Mr. ********* last name was misspelled, as well as his SSN entered incorrectly. Therefore, we requested personal information from Mr. ******* for verification, however, we no longer need this information.
As such, we have cancelled Mr. ********* policy. The policy does not have any cash value to surrender at this point. And, as the first date of contact requesting policy cancellation occurred on April 2nd, 2025, and the April premium returned back to us for stop payment, no premium refunds are due.
Under the provisions of the policy, Mr. ******* was covered and if a claim was made, it would have been reviewed for consideration.
We apologize for the inconvenience and frustration this may have caused Mr. ************** Please let our office know if we can be of further assistance.

Customer Answer
Date: 05/04/2025
I am rejecting this response because: the issue has not been resolved by the company I had to get stop payment from the bank so they would stop funneling money from my bank account to a non existent person until the total amount they have fraudulently taken from my account is returned the issue will not be resolved.
Customer Answer
Date: 05/13/2025
Company is again contacting me without refunding the policy amount they have fraudulently taken from my account and are contacting me seeking payment for their insurance company that has not provided any service for me other than theft and misuse of personal information given to the company.
Initial Complaint
Date:04/10/2025
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.
Mrch 23, 2025. I have requested a loan from my life insurance. I was told that it would be in my account in 3-5 days. After 5 days I called and they stated that they couldn't direct deposit because my bank account was not in the system for 6 months. No one called to tell me. Instead said they would the check out that day instead and it would take 7-10 days to get. I again called and asked for the information of getting the check..... when it was sent. I was told sunday march 30th. Knowing that was not true I called again a few days later and now they are telling me they sent it out April 2nd. I have not received it. I asked if they could send it priority mail since I was lied too a few times. They refused.
Business Response
Date: 04/22/2025
We would like to thank ******** ****** for reaching out to our office regarding this issue. Per our records, check # ****** was issued on March 30th, 2025 in the requested amount of $450.00. The check cleared our account on April 14th, 2025. Please see the attached check and screenshot reflecting the check clearing our account. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/10/2025
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.
BBB you should be ashamed that you accredit this company as A+!!! This insurance company is just scam after scam. They call from multiple phone numbers at all hours of the day, sell your phone number, show up at your house, and dishonestly upsell you on things that aren't to be upsold. Due to this I switched to a different insurance company and broker. That broker, who is honest, told me that I can get some of my money back by borrowing from the cash value of my policies. Great. However, he said if AIL is as dishonest as I was saying, I should stop automatic billing and ask for paper bills, request to borrow from my cash value and stop making my monthly payments. *** has a history of still taking the monthly payments after someone cancels so this was my plan. I called in on 2/13/25 and went through these processes for both policies and was told that a check would be MAILED to me for $1,372.50, as I stopped the auto payments and removed my bank account information. Nothing happened other than receiving my next bills by paper in the mail. I messaged corporate via the website asking for an update. I received an email with a copy and paste form in the body asking for my bank account information. Obviously not doing that. I called again on 3/20/25 and ******* told me that I never signed the form that they required. I never received a form in email nor mail. She sent me a docusign while I was on the phone and I completed it. The docusign said 'maximum' allowed and not an amount...shady. ******* said I would receive a check in the MAIL now that the form was completed. Today, 4/10/25 I called and spoke to Clarianna. She said the form was in my account and she would email the ********************** She said 'Sorry it's taking awhile but it looks like the form wasn't processed.'...shady again. I'm sure this is their game, hoping that people will just let it go but I won't. I've been harassed and put in too much money to let it go. You can send the bills, send the check!
Business Response
Date: 04/23/2025
We would like to thank ******** **** for reaching out to our office regarding this matter. We regret the errors in processing the loan request and the difficulty in receiving the funds. We have rescinded the automatic premium loans incurred on policy ******** and waived two months of premiums and will be issuing a check in the amount of $704.70 reflecting the amount originally requested on February 13th, 2025. For policy ******** we are waiving two months of premiums and issuing a check for $667.80 reflecting the amount quoted at the original request on February 13th, 2025. Please allow 5-7 business days for these requests to be processed. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/23/2025
I have reviewed the business response and accept this resolution. As stated, after allowing 5-7 days to process, if no check is received within 10 days, I will reach out to BBB again. Once the check is received, please cancel both policies.
Initial Complaint
Date:04/10/2025
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.
I have a WholeLife insurance policy with them for over 10 years that has a cash value.I have been trying since February 2025to collect money from the cash value but cannot get the money.I even went ahead and close the policy on 03.18.25. Every time I called they tell me money will be deposited next week and still no money. I called today spoke to Sae and *******. ******* told me the same thing " Check will be sent out next week". PLEASE HELP!!! ?????? I have sank further into debt and my credit score went down by 27 points due to this issue. Please help me!!
Business Response
Date: 04/17/2025
We would like to thank ******* ******* for reaching out to our office regarding this matter. Per our records, a loan on policy NY0443056 was processed and check #****** in the amount of $5,273.35 was issued on February 17th. 2025. After the policy was surrendered, check #****** in the amount of $202.88 reflecting the remaining cash value was issued on April 8th, 2025. Both checks were mailed to the address on file and provided in this complaint. Neither check has cleared our account as of April 17th, 2025. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/18/2025
Hello, I reached out to you because I have not received any checks.
Every time I called, they tell me the check will be going out next week!
You can ask them for the call log. I have called at least 6 times and still no check
Please help me!
Customer Answer
Date: 04/22/2025
Hello, I reached out to you because I have not received any checks.

Every time I called, they tell me the check will be going out next week!

You can ask them for the call log. I have called at least 6 times and still no check

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, the check issued in the amount of $202.88 was voided and subsequentially deposited via ACH deposit into the policy owner's account. (Please see the attached screenshot). The check issued for $5,270.35 reflecting the requested loan has not cleared our account as of April 29th, 2025. Please let our office know if our office can be of further assistance.
Customer Answer
Date: 04/29/2025
I am rejecting this response because: They only deposited the $202.88 to my account on 4/21, after they told you they mailed me the check . I still have not received the check for $5,270. They keep telling me the check is in the mail. They have been saying that since February ! We are now almost in May! 2 months ! Please, please, I asked for help to collect the $5,207, please help me collect it. They need to do direct deposit as they did with the $202.88. Please help me! I have bills to pay! My credit is suffering??????????
Customer Answer
Date: 05/07/2025
Hello I am following up on my case.
I still have not received the check for $5,270, from National Income life, its been 3 months. Is there any other update since 4/29?
Initial Complaint
Date:04/10/2025
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.
No further contact for the purpose of upselling. Just stop hounding me with phone calls and texts.
Business Response
Date: 04/17/2025
We would like to thank ******* ********* for reaching out to our office regarding this matter. A request has been sent to our Consumer Relations and Resolutions Team to remove Ms. ********* from any internal database or contact list and cease any attempt to her. If future attempts are made to contact Ms. ********** please provide the number which made the attempt and we will address it on an individual basis. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/09/2025
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.
I have been trying to cancel my insurance policy for 3 months. Our point of contact {**** at ************************) We had an appointment to talk with her many times. She was never there or returned our numerous calls. The person I talked with on 07 April 2025 told me the policy is cancelled. Then today, 09 April 2025 the money was taken out of my account. I am sure there will be NO refund. I just want some sort of action taken against this company. Also to inform other people to stay away from this company. The reason I am cancelling my policy is because we were being harassed. ie: They called me on a Sunday. I answered and asked to please don't call me on Sundays. Shortly after that. I was getting calls every 5 minutes. Also asked not to call during business hours. They are opened till 9 p.m central time That went no where. About 10 calls per day. Then **** NEVER there nor return my/our calls.
Business Response
Date: 04/22/2025
We would like to thank ******* ******** for reaching out to our office regarding this issue. Per our records, the insured called our office on March 23rd, 2025 to request cancellation of the policy. In order to complete the cancellation process, the insured must submit a signed written cancellation request. To date, our office has not received the cancellation form. As a courtesy, we have foregone the written form and have cancelled policies ******** and ******** as of the most recent paid to date of April 8th, 2025. As policy ******** is a term life policy, there is no cash value to surrender and the draft on April 8th is being reversed. Please allow 10 business days for this to be completed. Per the insured's request, he has been removed from internal databases and added to our do not contact list. If future attempts at contact are made, please provide our offices with the phone number used and we will address the matter on an individual basis. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/08/2025
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 have tried to cancel My life insurance policy multiple times with no success. I have talked to at least 10 different representatives and ask them to cancel my policy, each time I'm directed to someone who attempts to keep my business, and after pleading with them I'm told I'm going to be sent a cancellation form in the mail. Only one time did I receive a cancellation form, which I promptly filled out and sent back. I'm still being charged every month. The policy isn't even for me, it was created by me for my ex girlfriend, ****** ********. I started to try to cancel about 2 years ago, unsure of the date, but I've been charged $33 a month. I have tried to stop the payments from my bank but they tell me to contact the party that is charging me. Please help.
Business Response
Date: 04/18/2025
We would like to thank ***** ******* for reaching out to our office regarding this matter. A request has been submitted to our policy department to cancel and surrender policy ******** as of this complaint's date of submission. Please allow 7-10 business days for this request to be processed and the available cash value to be deposited into the policyowner's account. Please let our office know if we can be of further assistance.
Business Response
Date: 04/18/2025
Please disregard my prior email as it was sent under the impression that ***** was the policy owner. Policy ******** is owned by ****** ******** therefore the policy is not being cancelled, but, as requested, Mr. ******* is being removed from the automatic bank draft and will no longer be charged for any monthly premiums. If possible, would Mr. ******* be willing to provide Ms. ******** current address so that we may bill her accordingly for her policy. Thank you for your help in this matter and we regret the previous misunderstanding. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/22/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/08/2025
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.
I have whole life insurance with American Income Life Insurance Company since 1996 on first policy *******. Then later they added me to a second policy *******. I have requested to cancel both policies through ************* and talked to ***** on Feb 10 2025 in 28 minutes to send me paperwork for refunding me cash surrender in both of my policies. He told me that i would get through my email in a week but i never got any. I also got a phone from the company from another agent and her name is ****** with extension *******. I talked to her 20 minutes on Feb 18 that i already cancelled. In addition, i replied through text messages and email the company email ***************** to ask for refunding my cash surrender values $3,826.85 on policy ******* and $5,132.12 on ********** matter what i have done they basically ignored them. This company just asked me through texting/paper mail/email to pay monthly for the insurance policies premium since i already cancelled my automate monthly withdrawal after cancelling my policies. They basically asked their agents to contact me to pay for the premium. I have all documents and the dates above when i contacted them. Phones conversations were recorded through their automation.I have seen similar complaints in the web. If i don't do anything they will use my cash surrender and apply interest of 8.00 percent. I wished that BBB could do an investigation how in the world this company have survived and just collected money from people like me for decades!!!
Business Response
Date: 04/16/2025
We would like to thank *** ****** for allowing us to respond. A review of our records shows that *** ****** spoke with our office on February 11, 2025 to request the cancellation of his coverage and was transferred to the correct department to handle his call. 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 to be completed, signed and returned to our office.

Once this inquiry was received, we spoke directly with *** ****** who indicated he had not received the cancellation form previously sent. In order to resolve this matter we have reversed all automatic premium loans placed against the cash value of each policy and sent another cancellation form to his confirmed email address that he will need to complete and return to us for processing. Once received both policies will be cancelled for their full cash surrender value.

We hope to have addressed *** ******* concerns.
Customer Answer
Date: 04/21/2025
I am rejecting this response because: Im waiting to see surrender cash values of my two policies with American Income Life Insurance (AIL) to be deposited in my savings accounts as ***** mentioned that she worked on cancelling it on Apr 16, 2025. I have not seen any small deposits happening in my savings accounts for any deposit to be done from AIL.
Business Response
Date: 04/23/2025
Our records show that both policies were surrendered for their available cash value and the funds were sent to **************** account on April 21, 2025. We contacted Mr. ****** directly and confirmed that he had received the surrender value of both policies.

We were glad to have been able to resolve this matter for Mr. *************
Customer Answer
Date: 04/23/2025
I have reviewed the business response and accept this resolution.
I confirm that I received $8,958.97 for surrender values of both policies.

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American Income Life Insurance Company is BBB Accredited.