ComplaintsforAmerican General Life Insurance Company

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Got tired of receiving poor customer service over the past 30 years. Filed a surrender for both my life insurance policies. Received a check that was short $990.20 for the one policy and haven't received a surrender check for the other policy in the past month. I have called several times along with sending messages through my AIG account they continue to duck my messages and questions, etc. I filed a previous complaint with BBB that resulted in a letter from AIG stating they were looking into my complaint. I called the person who sent the letter at the number they provided and have left several messages none of which have been returned in the past 2 weeks. This company owes me money that I paid into these policies.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/02) */ December 2, 2021 The Better Business Bureau Serving the Texas Panhandle Attn: ***** ****** PO Box **** Amarillo, TX XXXXX Re: File ID: XXXXXXXX Complainant: **** ***** Dear Ms. ******* Thank you for your electronic communication to American General Life Insurance Company (the “Company”) dated December 2, 2021. The purpose of this correspondence is to acknowledge receipt of the Bureau’s complaint under the referenced File ID. Please make note that a properly detailed response to the complainant’s concerns would include specific policy related data and personally identifiable information. Due to privacy protocols, the Company will not provide the “Nonpublic Personal Information” to your office. Be assured, we will promptly notify the complainant of receipt and provide contact information if they wish to reach out directly. At this time, we request that the BBB close the case on your portal. Should you have any additional concerns or if you require further assistance, please feel free to contact me at (XXX) XXX-XXXX or by email at *****************@aglife.com. Roshandia ******* Analyst Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Mrs. ******* twice over the past 2 weeks along with contact American General through my e-account and have yet to resolve my issues or provide any information to me. Mrs. ******* as of today 12/3/2021 has not called me back or responded to my voicemails. I'm more than willing to provide you with whatever information they are not willing to provide you with. This a general response from them and strategy where they attempt to delay dealing with this issue or complaint. Business Response /* (4000, 13, 2021/12/20) */ December 20, 2021 The Better Business Bureau Serving the Texas Panhandle Attn: ****** ***** Dispute Resolution Specialist PO Box **** Amarillo, TX XXXXX Re: File ID: XXXXXXXX Complainant: **** ***** Dear Ms. ***** Thank you for your electronic communication addressed to American General Life Insurance Company (the “Company”) dated December 7, 2021. The purpose of this correspondence is to acknowledge receipt of the Bureau’s complaint under the referenced File ID. Please make note that a properly detailed response to the complainant’s concerns would include specific policy related data and personally identifiable information. Due to privacy protocols, the Company will not provide the “Nonpublic Personal Information” to your office. The Company sent a final response directly to **** ***** on December 8, 2021. The Company’s decision, as communicated on December 8, 2021, remains. At this time, we request that the BBB close the case on your portal. Should you have any questions or if you require further assistance, please feel free to contact me via email at *************@aig.com or telephone at (XXX) XXX-XXXX Sincerely, Katrina ***** Senior Analyst Consumer Response /* (4200, 15, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. They continue to push this privacy narrative which ridiculous. I have no issue with providing any information on my AIG accounts etc. They still have not fully reimbursed me what they owe me for what I have paid into the 2 policies over the past 30 years and 10 years for the other policy. I will be very clear, AIG will not be keeping my hard earned money that was paid into those life insurance policies. It is a violation of my Federal Consumer Protection Rights and my consumer rights in relation to commerce that are protected under the 14th Amendment of the U.S. Constitution. They have contend in their letters that regular statements and information was mailed to me. However, their customer service agents failed on several occasions to properly update my address information when I contacted them during my different moves from 2011 until this past fall. A good reason for this is that AIG opted to farm out its customer service to non-native English speakers in foreign countries to save money and really not give a **** about the quality of service its customers like me would receive. Due to corporate greed in my opinion. This is a big reason why they have lost my business as a customer. Furthermore, it is why I will not allow AIG to violate my consumer or constitutional rights. AIG will need to return the remaining $1,646.60 of the funds I paid into the respective policies. AIG can hold with the information they provided in their letters and continue to open itself up to legal and financial liability. My complaint with the BBB is just the tip of the iceberg. If I do not receive a check for $1,646.60 within 30 business days of this message, I will file complaints with the Dept. of Justice Consumer Affairs and other Federal and State agencies that regulate life insurance companies such as AIG. AIG can either do the right thing and return my money to me or have to answer for not doing so. I know my rights and will be scammed or bilked out of money I paid to receive quality customer service and to have my consumer rights valued and not infringed upon.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have wrongfully suspended by life insurance policy that I have had for over 10 years to protect my family. They first allege that I missed a Sept 2021 payment. They failed to accept the checks that I had for 2020 and 2021 as proof of my payments. Then, they alleged that I missed a April 2020 payment. I again offered them proof which they eventually agreed to accept last week. NOW, they allege that I missed an April 2021 payment. THEY HAVE ACTED IN BAD FAITH The letter that they sent to me DATED October 12, 2021 but NOT RECEIVED BY ME UNTIL OCTOBER 23, 2021, STATES THAT THE POLICY CAN BE REINSTATED BY PAYING ANY PAST DUE PREMIUMS!! However, even thought I HAVE NOT MISSED ANY PAYMENTS, I OFFERED TO MAKE A PAYMENT, WHICH THEY ALSO REFUSED. Thus, failing to abide by THEIR OWN TERMS AND CONDITIONS IS ALSO BAD FAITH! There continued attempt to find ALLEGED MISSED PAYMENTS IN ORDER TO AVOID REINSTAING MY POLICY IS ALSO BAD FAITH!! Have you complained to the business or individual? Yes If Yes, when? 10/26/2021 What was the business' or the individual's response? See abovethey continue to make excuses for their own inter-company ineptitude with regard to accepting payments and posting them to the correct months. They have acknowledged that they have conducted themselves in BAD FAITHI have asked that they retain all of the telephone calls so that you can make your own determination, as well. I have left several messages asking for you to contact me to discuss this in further detail and in attempt to amicably resolve this matter, but, as of the date of this letter, they have failed to return my calls. While they allege that payments were not received timely, they have failed to: 1.State what the grace period is for each month payment is due and provide proof of when my payment was actually received versus your alleged and undocumented grace periods. 2.Provide proof of when your company RECEIVED the payment versus when your company chose to PROCESS the payment.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/24) */ November 24, 2021 The Better Business Bureau Serving the Texas Panhandle Attn: ***** ****** PO Box 1905 Amarillo, TX XXXXX Re: Case ID: XXXXXXXX Complainant: ****** A. ********** Dear Ms. ******* Thank you for your electronic communication to American General Life Insurance Company (the “Company”) dated November 23, 2021. The purpose of this correspondence is to acknowledge receipt of the Bureau’s complaint under the referenced Case ID. Please make note that a properly detailed response to the complainant’s concerns would include specific policy related data and personally identifiable information. Due to privacy protocols, the Company will not provide the “Nonpublic Personal Information” to your office. Be assured, we will promptly notify the complainant of receipt and provide contact information if they wish to reach out directly. At this time, we request that the BBB close the case on your portal. Should you have any additional concerns or if you require further assistance, please feel free to contact me at X-XXX-XXX-XXXX, or by email at ************@aig.com. Sincerely, Sunny ****** Senior Analyst Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This doesn't address the complaint. They are attempting to exculpate themselves from responding by citing a privacy issue. It's simple...they sent a letter to me dated October 12 and invited me to pay past due funds in order to reinstate the policy. They violated their own terms and conditions of that letter. Business Response /* (4000, 9, 2021/11/30) */ November 30, 2021 The Better Business Bureau Serving the Texas Panhandle Attn: ***** ****** P.O. Box 1905 Amarillo, TX XXXXX RE: Case ID: XXXXXXXX Complainant: ****** ********** Dear Ms. ******* This letter is in follow up to the Company’s correspondence dated November 24, 2021 and your additional electronic communication dated November 30, 2021, regarding the above‐referenced case ID. The Company has provided a response directly to Mr. ********** addressing his questions. Should you have any questions about this response, please do not hesitate to contact me at ********************* or by email at ************@aig.com. Sincerely, Sunny ****** Senior Analyst Consumer Response /* (2000, 11, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) In their response, they failed to notify the BBB that they have, in fact, agreed to reinstate the policy pending receipt of any past due payments, which I completed on November 30th. This should be noted in the file and the response should have detailed their actions fully.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dad has investments that he wanted to cash in because we are trying to purchase a house due to mold and mildew because of Hurricane Ida. My dad is 94 yrs old and CANNOT continue to live in these conditions. I have gotten everything We were asked for by the bank and AIG. 2 weeks ago this started. and we STILL haven't gotten the direct deposit. My dad and I each have spoken to AIG and were told that someone at our bank made an error in the paperwork. Went BACK to the bank got the letter that was requested. FAXED it to AIG. I was FINALLY told that the money would be direct deposited by TODAY, 11/18. It isn't. In the mean time, my dad fell ill and is on lifesupport in the hospital. AND NOW, TODAY, I am told that I am not on the account, which apparently I am. BUT THEY WANT TO SPEAK TO MY DAD. HE IS ON LIFE SUPPORT!!! I am about to lose this house because of AIG's IGNORANCE. I NEED THIS MONEY ASAP. PLEASE CAN YOU HELP ME

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/22) */ November 22, 2021 BBB Serving the Texas Panhandle Attn: ***** ****** PO Box 1905 Amarillo, TX XXXXX Re: File ID: XXXXXXXX Complainant: ***** ***** Dear Ms. ******* Thank you for your electronic communication to American General Life Insurance Company (the “Company”) dated November 19, 2021. The purpose of this correspondence is to acknowledge receipt of the Bureau’s complaint under the referenced File ID. Please make note that a properly detailed response to the complainant’s concerns would include specific policy related data and personally identifiable information. Due to privacy protocols, the Company will not provide the “Nonpublic Personal Information” to your office. Be assured, we will promptly notify the complainant of receipt and provide contact information if they wish to reach out directly. At this time, we request that the BBB close the case on your portal. Should you have any additional concerns or if you require further assistance, please feel free to contact me at (XXX) XXX-XXXX or by email at ************@aig.com. Sincerely, Jennelle ***

*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. ↩