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 has 307 locations, listed below.

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  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
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  American Income Life Insurance Company

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life Insurance Company

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life Insurance Company

  8321 E 61st St STE 221 Tulsa, OK 74133-1911

  
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  American Income Life Insurance Company

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

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:04/07/2025

  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 contacted ** contacted the company on March 20th to request the cancellation of two policies. The representative informed me that it would take up to 72 hours to receive a surrender form. However, I never received the form, so I reached out to the company again on March 31st and received the same response. I called once more on April 7th, and this time, I was told that the form would be sent via email and also by mail, which could take up to 15 days to arrive. I jokingly wondered if it was being sent by ************ because the timeframe kept getting longer.The agent assured me that they would stop the draft from my bank, but I needed to confirm that myself. I kept asking why it was taking so long to receive an email, and I started to suspect that something was seriously off. I requested to speak to a supervisor and was transferred to the ***************************** but no one called me back. It felt like the agents either didn't exist or were avoiding contact with customers. Im beginning to think this could be grounds for a class action lawsuit.

  Business Response

  Date: 04/14/2025

  We would like to thank ***** ***** for reaching out to our office regarding this matter.  Per our records, Policies 9499804/5 have been cancelled and surrendered.  Check # ****** in the amount of $942.64 was issued to the policyholder on April 11th, 2025.  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because:   

  A check was not attached to the correspondence from the company.

  I called the company on 4/23/25 because I received surrender forms in the mail although I had signed and completed a docusign form on April *******. The check should have arrived by now. 

  Today, When I spoke to Jasmine from the **************************** she indicated that a check was mailed on 4/17/25 and would take ***** days to arrive. This entire process was filled with delays necessitating numerous calls on my end, with wait times close to an hour. 

  There is no sufficient resolution until then check is received. I have been mislead by this company on multiple occasions. 

  Business Response

  Date: 05/06/2025

  We would like to thank ***** ***** for reaching out to our office regarding this matter.  Per our records, the check was mailed on April 17th, 2025.  If the check hasn't arrived after 21 business days, our office can order a stop payment and reissue the check.  Please let our office know if the check has not arrived by Tuesday, May 20th, 2025 and we will proceed with reissuing the check.  Please let our office know if we can be of further assistance.

• Initial Complaint

  Date:04/07/2025

  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.

  On February 21, 2025, I had cancelled with the company and requested for a refund on Account Numbers ********, ********, ******** in the amount of $67.64 since then my bank account was charged another $67.64 for the month of March. I was told my a representative ******* that I would need to email for a full refund to ************** which the March payment should have never came out and I was asking for full refund of both $67.64 for February and March. The company kept asking for a cancellation form which they never mailed to me and finally they sent via email which they confirmed on April 1, 2025 and then tells me that I am not eligible. When I called customer service to speak to a supervisor they put me on hold and then stated the supervisor okay the refund which I still have not received via mail or bank transfer. I am requesting a full refund of $135.28 due to the fact that the company advisor ****** ******** told me that the company would pay my son every time he was admitted to the hospital, er visit and ICU admission which I was denied and then told by the company that was not true. I was lied to and have not received anything from this life insurance company except pain and anguish since January 2025.l

  Business Response

  Date: 04/15/2025

  We would like to thank ******* ******* for reaching out to our office regarding this matter.  As a courtesy, a refund in the amount of $67.64 was deposited via ACH deposit on April 8th, 2025.  This refund reflects the March 2025 premium payment that was drafted after the February 21st, 2025 request for policy cancellation.  Any premium drafted prior to the February 21st, 2025 date is not eligible to be refunded.  A copy of the written policy cancellation request was received on April 8th, 2025 and all policies were cancelled.  There is no cash value to be surrendered on these policies.  Please let our office know if we can be of further assistance.  

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:   I believe I was misinformed in the insurance process that they would pay for Everytime my son was in the hospital and when I made a claim, I was denied. I then cancelled and requested Feb payment back and then after cancellation they still took March payment which I recently received the payment. I would like February payment reimbursed. 

  Business Response

  Date: 04/18/2025

  We would like to thank ******* ******* for reaching out to our office regarding this matter.  Per our records, the insured called our office on February 21st, 2025.  The February monthly premium was drafted on February 16th, 2025.  Due to the request occurring five days after the premium being drafted, no refund of premium is due.  The policy cancellation process requires submission of a written cancellation form signed by the policy holder.  The written cancellation request was submitted via email on March 31st, 2025.  As a courtesy, the monthly premium for March 2025 was refunded and deposited via ACH deposit on April 8th, 2025.  All policies have been cancelled as of April 1st, 2025.  Please let our office know if we can be of further assistance.

• Initial Complaint

  Date:04/02/2025

  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 canceled my policy and requested my cash value to be credited to my checking Account. I sent in a voided check but they still did not process it electronically. I called back and spoke to customer service they at first advised my voided check did not match were they drafted the premiums, then the agent said they were wrong and they could see so they would trigger the transfer but still nothing. So I opted for the paper check still nothing it has been more than a month since I canceled my policy and seems I get the run around. I just want my money(cash value of policy) and end our relationship. Please get this done **** but based on your customer service time frame it will be another month.

  Business Response

  Date: 04/08/2025

  We would like to thank *** ****** for allowing us to respond.  Our records indicate that *** ******* policy has been cancelled as requested and the available cash surrender value has been sent to her.  Upon receipt of this inquiry we reached out to *** ****** who indicated she had received the cash surrender check but expressed concern regarding the cancellation process. Her situation has been discussed with the ************************ and is being handled as appropriate. 
  
  We apologize for any inconvenience this situation caused *** *******************

• Initial Complaint

  Date:03/31/2025

  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.

  American life sent me a letter stating that I could claim a refund or continue my life insurance. I explained that I forgot I had it and would like to have the money that I had built up with them, which was over 3 thousand dollars.. I contacted them by phone and I have talked to I know them 6 or 7 times, the response has been give us a week and it will be in the mail. This all started back in December of last year. 2024 now it is April 2025. Just would like the amount they said I had invested. Thank you for your help.

  Customer Answer

  Date: 04/05/2025

  This has been settled thank you

• Initial Complaint

  Date:03/31/2025

  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.

  Since April 2024, we have been trying to cancel our policy. We were not aware that they were still charging or account for 4 months, but once the mistake was discovered, we called them and we sent in all of the signatures and paperwork that they asked us to, but they refused to refund us any money. Fine. Two months later, they are still charging our account for my policy, talk to them on the phone again, we assured that it was taken care of. They stopped withdrawing our premiums, but are still sending us premium requests in the mail for my husband's policy. They are a scam.

  Customer Answer

  Date: 04/04/2025

  The company reached out to me directly saying that they never received a signature to cancel my policy. They also said that upon receipt of my signature, they would credit me all of my premiums since  August 2024. 

  I told her that I was sending her copy of the email that I sent the company in August 2024, with the signature document attached. And then I sent it. 

  Business Response

  Date: 04/07/2025

  We would like to thank Ms. ******** for allowing us to respond.  A review of our records shows that Ms. ******** called our office on  August 12, 2024 to request the cancellation of her coverage and was transferred to the correct department to handle her call.  Her coverage was removed from automatic bank draft to prevent her account from being drafted during the cancellation period and a cancellation form was sent to the customer to be completed, signed and returned to our office for processing.
  
  The completed form has not been received in our office.  Premium notices were sent to the customer as premiums became due as well as letters advising her that the automatic premium loan provision of her life coverage had been activated to prevent her coverage from lapsing.  In an effort to resolve this matter, we have reversed all automatic premium loans that occurred after her initial call on August 12, 2024 and have emailed a cancellation form to *********** directly which she must complete, sign and return to our office. 
  
  A completed cancellation form has been received and Ms. ********* policy will be cancelled as of the original cancellation request of August 12, 2024.  

  Customer Answer

  Date: 04/07/2025

  What the business asserts about me not returning a signed cancellation form in August is incorrect. I forwarded a copy of the sent email again a few days ago for them to review. And they again said that they didn't receive it. So I sent it a third time. What else am I supposed to do? And I would like them to return the premiums, but when I asked about it last August, they denied my request and said that they couldn't do that. Any refund of any equity in my policy that I had, they put towards something else and said that it came out even. I just eventually gave up.

  So, we will see if I get any refund. I am not holding my breath.

  Business Response

  Date: 04/16/2025

  This is in reference to Ms. ********* follow up inquiry.  Our records show that the a completed cancellation request was received and the policy was cancelled effective August 10, 2024. A check dated April 8, 2025 for the full cash surrender value of policy ******** plus the September 2024 draft was sent to the address on file.  
  
  We hope to have addressed Ms. ********* concerns. 

• Initial Complaint

  Date:03/28/2025

  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.

  This company is terrible and should not be allowed to continue as a "business". I've called to cancel on numerous occasions and at one point they actually did BUT within a couple of months the charges started back up. I called again for more information and to seek reimbursement but to no avail. This is just downright despicable and at the least I should get most my money owed. If I didn't know any better I'd swear they were here to just scam people out of their hard earned cash. Please make it stop!!!!!

  Business Response

  Date: 04/07/2025

  We would like to thank April W. for reaching out to our office regarding this matter.  Please provide any policy numbers or additional identifying information to locate the policies so we can address the complainant's concerns.  Once this information is provided, we can continue our investigation into this matter.  

  Customer Answer

  Date: 04/09/2025

  Good evening,

  The "business" did reach out for further information but I wasn't sure if accepting and responding would close the case so I am providing further information. The "policy" number that I have on hand at the moment is ********. I believe that is for my daughter. I do not have mine at the moment but both should've been cancelled, mine way before my daughters. Hope this helps.

  R,

  April

  Customer Answer

  Date: 04/11/2025

  Good evening,
  
  The "business" did reach out for further information but I wasn't sure if accepting and responding would close the case so I am providing further information. The "policy" number that I have on hand at the moment is ********. I believe that is for my daughter. I do not have mine at the moment but both should've been cancelled, mine way before my daughters. Hope this helps.
  
  R,
  
  April

  Business Response

  Date: 04/16/2025

  We would like to thank ***** ***** for reaching out to our office regarding this matter.  Policies ********, ********, and ******** have been cancelled as of the original cancellation date of 6/20/2024.  Premiums collected on policy ******** after the original cancellation request date will be refunded in the amount of $844.56 reflecting nine months of premiums.  No premiums were collected on policies ******** and ******** after the original cancellation request therefore no refunds are due.  Please allow 7-10 business days for the refund to be processed.

  We hope to have addressed Ms. ****** concerns.  Please let our office know if we can be of further assistance. 

• Initial Complaint

  Date:03/28/2025

  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 bought a policy from this company, on May 13, 2024 I canceled the policy. They continued to deduct May and June payments, Both for ***** on the 21st of each of these months. I have been calling this company starting in June of 2024. Yesterday I made my 17th call to them. Each time either telling me they will tell the **** to release the funds or the check was mailed out. I have not received a refund yet. I have even tried on numerous times e- mailing them and told the same thing till they stopped replying. I and retired and on ** and dont understand why they wont return my money.

• Initial Complaint

  Date:03/27/2025

  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.

  My mom and dad opened a policy for me, and my dad was the owner. He died in 2009. Ownership was never transferred to my mom but she has paid it monthly. She also opened a policy on my son and niece and she paid for them. My brother has a policy that he is the owner of, but she paid for it. She died in February 2024; we do not want to take over the policy. On May 29, 2024 they told me that the policices would not be cancelled because the owners had to cancel them and it didnt matter that they died and were the owners and payors that in order to cancel the policies I had to put them in my name. I do not want these policies and I do not want them in my name! I also want them to stop calling my phone!! All other accounts from other companies only required the death certificate.I have multiple of their numbers blocked. They call, and they immediately call back when you dont answer. They do that 3 times in a row. When my mom was sick, they called daily to try to up the policies and talk about the cash value. When she was at the end of her life and couldnt talk, they still tried to have a Zoom meeting!!! After her bank account was closed and the payments started bouncing, they started calling me. Once I blocked most of the numbers, they stopped calling, but now March 2025, a year after she died, they have started repeatedly calling again. Each time I have to tell them both parents are dead and they all say Im sorry Ill put that in the notes there should be at least 50 notes stating this. Instead of just canceling the policies they have been taking their payments out of the cash value on the policies. WE DO NOT WANT THE POLICIES!! Especially after the way the company has handled this. If they do not cancel the policies and do not stop calling I will be contacting a lawyer for harassment and emotional distress. Policy:10160530 ******** ******** ********

  Business Response

  Date: 04/07/2025

  We would like to thank Ms. ******* for allowing us to respond and to extend our condolences on her loss.  We have reached out directly to Ms. ******* to resolve her concerns.  

• Initial Complaint

  Date:03/26/2025

  Type:Order 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.

  American Income Life Insurance calls me multiple times in a row and multiple times a day to go over my policy even though I tell them I am not interested and to send me the information by mail.

  Business Response

  Date: 04/07/2025

  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 databases and cease any further communications attempts.  Please allow 7-10 days for this request to be processed.  If attempts at contact occur in the future, please provide the phone number used to contact Ms. ***** and we will address the matter on an individual basis.  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 04/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/26/2025

  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.

  On Saturday, March 22, I was contacted AGAIN by another American Income Life Insurance agent trying to get business. I told this agent, just like I have told every other agent who has continually harassed me, that my agent is ***** ********. Just like every other agent, he told me she doesn't work anymore. He then continued to ask rapid fire questions from which I was unable to defend myself because he woke me up with the call. He an countless others have harassed me about the insurance I'm already paying, in an attempt to steal me from the one and only agent I have ever had with American Income Life. I have been reaching out to American Income Life for years but no one ever calls me back AND the agents keep calling and harassing me.

  Business Response

  Date: 04/07/2025

  We would like to thank *** **** for reaching out to our office regarding this matter.  A request has been sent to the handling *** to reach out to Ms. **** to discuss her agent concerns.  Please allow 7-10 days for this request to be processed.  If no contact has been made after 10 business days, please let us know so we can address this issue directly.  Please let our office know if we can be of further assistance.