ComplaintsforAmerican Income Life Insurance Company

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AIL have been overdrafting from my account for months. In addition they took a loan against my older policies for premiums claiming they weren't paid. As well as providing a partial refund that was substantially low in comparison to the near $500 they had taken from me by that time. I have been attempting to resolve this for months. Escalation doesn't exist and my agent to contact claims there is a staff shortage and he can't reach anyone in billing. I have been doing business with AIL nearly 10 years and in October I decided to add accidental coverage for my family. I don't have those policies and recently they have threatened to cancel my already existing policies due to their error. Forcing me to pay an additional nearly $100, causing me to feel extorted at this point. I haven't received a response since March, when you call management isn't available or the systems are always down.

  Business response

  04/30/2024

  Our office appreciates ******* for reaching out about this matter.  As there are multiple policies, we will reach out to ******* directly to resolve this issued.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled their service on 01/24/24 and asked for a refund. They have confirmed (only) the cancellation by mail and by e-mail. However, shortly after, my family was charged for their service. After attempting a few times to resolve by phone and getting nowhere, I contacted my bank to initiate a chargeback. It was successful based on my claim. Shortly after that, both my wife and I started receiving mail that our policy had lapsed and that due to terms and agreement we signed, a loan was placed against my life insurance balance.We have been receiving non-stop calls, and I even received a text that remained unanswered. I wish I had an e-mail I could CC you on, because I'm about to respond to their latest inquiry with all the documents I've gathered since then. They continue to attempt to charge us for plans that we have had no interest in, have kept our money, and ON TOP OF THAT, the policies they are asking about... DO NOT EXIST. Our policy numbers were ******** through ********, and now after this cancellation, they are attempting to contact us on policy numbers ******** and ******** - which again, should NOT EXIST.Sorry for the rant, but thank you for listening.

  Customer response

  05/03/2024

  Received two more e-mails. Per the attachments:

  RE_ AIL Cancellation: They say I have one open account left (policy #********, which again, I had only signed up for 16594475-16594479 only.  I discourage sending a form to cancel something I have no recollection signing up for.  They also state that it is my ONE remaining account and all others have been closed.

  Direct Bill Notice_American Income #********: She says that I have been receiving notices in the mail (and yes I have, but I have not opened them).  Again, this is another account I have no recollection of opening and this goes against what the other e-mail received on 05/01/24 states.

  Again, I would like all my accounts closed and refunded.

  Customer response

  05/03/2024

  Correction on my note from a few minutes ago: 

  I had 5 accounts ********* through ********) and I said I signed up for them, but I have no clue how we could have 5 accounts, but only 4 people (me, my wife ********, and my two children, **** and ****).

  Business response

  05/06/2024

  Our response is below. Please confirm once its been submitted to the BBB and forwarded to ***** to update the regulatory complaint log. thanks
  
  We would like to thank ******************** for allowing us to respond.  A review of our records shows that a request to cancel policies ******** through ******** has been received and handled.  Our records further indicate that conversions from term riders on the original policies for ******************** and his wife took place in 2001 which resulted in whole life policies ******** and ******** being issued effective August 18, 2001.  Letters acknowledging the conversions were mailed to both customers as well as the contracts detailing the converted coverage. 
  
  In addition, we show that a new application dated July 21, 2022 requesting coverage for ******************** was received in our office which resulted in policy ******** being issued.  A letter dated August 15, 2022 was mailed to Mr. ******** confirming the approval of the application and informing him the coverage had been issued. The contract was mailed directly to the customer on August 16, 2022. 
  
  In an effort to resolve this situation, we have reversed the automatic premium loan processed against the cash value of policy ******** and have surrendered it for its full cash value.  A check representing the cash value of the policy and acknowledging the cancellation will be mailed directly to the address on file.  All policies, ******** through ********, ********,******** and ******** have been cancelled and no coverage remains in effect for either customer.
  
  We have also added their contact information to our internal Do Not Call list and have requested the local office that services their area to mark their records accordingly.  Please note that it may take up to 7 business days for this process 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 they have been added to the list and to discontinue contact.  If they wish, they may also provide the callers name and phone number so it can be addressed as appropriate on an individual basis. 
  
  We hope to have addressed ******************** concerns. 

  Customer response

  05/13/2024

  I have reviewed the business response and accept this resolution.  I will keep an eye out for the final correspondence.  Thank you.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My *********** called AIL to terminate our policies on 2/13. We were told to fill out cancellation request forms, which we emailed to AIL on 2/14, receiving confirmation of the cancellations on 2/16.*** continued to contact us requesting payment for months. We later learned that an addtl 3 policies had been opened in our names. No one at AIL had made mention of this previously, verbally or in writing, & we did not consent to addtl policies. We emailed cancellation forms for the remaining policies 4/3, receiving confirmation of the cancellations on 4/4.On 4/8, my husband received a text from ******* from AIL requesting payment. My husband replied that we had terminated the policies, to which ******* made no reply.Today, my *********** received mult phone calls from AIL demanding payment. I spoke to *****, who told me that we have 5 active policies. I explained the entire process we had gone through to terminate our policies & that they need to stop contacting us. ***** said there was nothing he could do for us aside from schedule an appointment with a policy manager to discuss the matter.We went through the proper channels, waited on hold for multiple hours to speak to someone, only to be told our cancellation request has to be submitted in writing. We submitted multiple cancellation forms for addtl policies we did not authorize. *** has refused to honor the cancellations, takes no responsibility for their failures, & offers us no solution. I'm relieved that we immediately placed the stop pay, or we would surely be out another several hundred dollars by now.I want ALL of the policies in ******* husband's names to be cancelled & for AIL to not contact us again. I also want to make other policyholders aware that AIL takes out multiple policies in customer's names without informing them.

  Business response

  05/01/2024

  We would like to thank **************** for allowing us to respond.  A review of our records shows that **************** and her husband had life and accident coverage with our Company which was issued effective November 19, 2021. Once the application was received in our office an email was sent to the email address on file of ******************** which contained a Summary Sheet detailing the coverage purchased.  All contracts were mailed directly to the customers address on the application. 
  
  An application dated June 19, 2023 was received in our office which resulted in additional coverage being issued for **************** and her husband.  Upon receipt of the application an email was sent to the email address on the application of ******************** which contained a Summary Sheet detailing the coverage purchased.  In addition, our records indicate that a phone call was completed with the customer on July 11, 2023 to confirm and review the application just received.  Once the coverage was issued the contracts were mailed directly to the customers. 
  
  On February 7, 2024 our office received a phone call from **************** requesting the cancellation of the coverage and a cancellation form was sent to be fully completed, signed by each customer and returned to our office for processing.  We show the completed forms for the policies issued in June of 2023 were received, both were cancelled and confirmation letters sent to each customer on February 19, 2024.  On April 1, 2024 our office received a completed cancellation form for the remainder of the policies, all were cancelled, and confirmation letters sent to each customer on April 4, 2024 and April 7, 2024.
  
  No coverage remains in effect for **************** and her family. 
  
  *************** indicates that there was coverage issued that they did no request,however, as indicated above, the coverage was issued as requested on the applications received, timely notification of the applications received sent each time and the contracts were mailed to them in a timely manner.  A review of our records does not show any prior concerns being received from *************** regarding the coverage issued.  In addition she also mentions the hold time spent waiting to speak with the conservation department regarding their cancellation request.   While we certainly understand her frustration regarding the wait time we must state that call volumes are at times high and wait times will be longer than normal as calls are taken in the order received.   
  
  As requested, we have added their contact information to our internal Do Not Call list and have asked the local office that services their area to mark their records accordingly.  Please note that it may take up to 7 business days for this process 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 they have been added to the list and to discontinue contact.  If they wish, they may also provide the callers name and phone number so it can be addressed as appropriate on an individual basis. 
  
  We hope to have addressed Ms. ******* concerns.  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried cancelling my policy with them on three (3) occasions and have still been being charged by them. The representative I spoke with in March 2024 informed me that my policy would be canceled and I would receive a refund. I not only did NOT receive the refund I was advised I would be receiving, they continued to charge my account. After speaking with another representative, I was advised that the previous representative did NOT do what they claimed they were doing while we were on the call. My policy was NEVER canceled nor suspended and payment continued to come out of my account.

  Business response

  04/26/2024

  We would like to thank ******************************* for reaching out to us regarding this matter.  The first request for cancellation of policies 15078644/45 was on March 19, 2024.  At that time the March premium draft  had already been initiated.  ******** draft for ***** should have been cancelled, but in error it was not.  Our office will refund the March and ***** premiums.  Both policies will then be surrendered for the cash value.  We trust this will satisfied ******************************* request.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Why is it so incredibly difficult to cancel my insurance policy?

  Business response

  04/26/2024

  There was no information provided which would allow us to identify this insured.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I emailed them to cancel my policy over two months ago. I received an email back saying, "I have removed the policy from bank draft and will send the cancellation form to complete." I never received any cancellation letter, but I did receive two letters demanding I pay them the $46.14. I also got spammed with text messages about my missed payments. I told them I canceled, and they apologized and said I wouldnt be drafted and to disregard the messages.Both months after I cancelled, they took $2.38. I emailed them again today demanding they send the cancellation letter. At this point I'm going to go to my bank and report them for fraud if this doesn't get resolved quickly.I've attached images of the email I sent 2 months ago, the response I got, my response I sent today, and the texts and response from the texts.

  Business response

  04/24/2024

  We would like to thank ************** for allowing us to respond.  A review of our records shows that an email dated January 24, 2024, was received in our office from ************** where she requested the cancellation of her life policy. The life policy was removed from the bank draft method of payment to prevent the bank account on record to be drafted for premiums while in the cancellation process and a cancellation form mailed to the address on file to be fully completed, signed and returned to our office for processing. 
  
  The address on file for ************** is the same as the address ************** provided in her correspondence with the Better Business Bureau and it is unclear as to why the cancellation form was not received however, ************** indicates that she did receive the premium notices.  Since the completed cancellation form was not received the life policy lapsed effective February 2, 2024. 
  
  As ************** did not request the accident policy to be cancelled it remained active and drafting for premiums.    We have reversed all premiums drafted since January 24, 2024, and have credited Ms. ****** account for $7.14 ($2.38 X 3 months) and have cancelled the accident policy effective February 2, 2024.  A letter acknowledging the cancellation of the accident policy is being mailed directly to Ms. ****** address. 
  
  As requested, we have added Ms. ****** information to our internal Do Not Call list and have asked the local office that services her area to mark their records accordingly.  Please note that it may take up to 7 business days for this process to go through our system during which time she may be contacted.  In the event that occurs we ask that she kindly inform the caller that she has been added to the list and to discontinue contact.  If she wishes, she may provide the phone number and name of the caller to our office so it can be properly addressed with the individual.  

  Customer response

  04/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Harassment... this company will not stop calling. Everyday this week and twice today. I simply wanted to end a policy and they will not stop. Told them on many times.. policy # ********

  Business response

  04/23/2024

  We would like to thank ************************* for reaching out to our office about this matter.  According to our records, the owner of this policy is ***************************.  We received the change of ownership on April 4, 2022.  ******* will need to surrender the policy.  We will have a surrender authorization mailed to her home address.  We will contact the office of the State General Agent and request that they cease contact with the phone numbers on file.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  American Life Income Insurance was a massive fraud! They repeatedly requested my bank information and said they could notidentify me or my bank account. I don't see how they couldn't, and money was disappearing from my account through them. I have been attempting to cancel the policy for the past two months. They have repeatedly withdrawn cash from my bank account. They stated I needed to fill out a cancellation form, which I did, but I wastold it wasn't accepted! I just contacted one individual and sought a cancellation. Yet I am still being charged! I still have emails relating to me making a payment. I called several times; I'm tired of getting thrown around in circles! I am considering taking this to court since this company's policies and communication are ridiculous!

  Business response

  04/18/2024

  We would like to thank ********************* for contacting our office regarding this matter.  We show that policies 19396158-59-60-61-62 were cancelled as of the date of issued.  Premiums were refund on 04.14.2024 by direct deposit to her bank account.

  This leaves Whole Life policy ******** issued January 26, 2024 still in force.  If it is her intention to cancel this policy please have her contact me at ******************.

  Customer response

  04/19/2024

  I am rejecting this response because:   I have completed the cancelation form via email. So why is the Whole Policy still active

  Business response

  04/29/2024

  thank you for reaching out for clarification.  In my initial response, I noted that policy ******** was still active, and requested you contact me directly if you wanted to cancel that policy.  the policy was cancelled on 04.23.2024 and your refund was deposited directly to your bank account.

  Customer response

  05/01/2024

  I am rejecting this response because:   I contacted the person via email and even called. I don't recall them calling me or sending me a email about the policy being cancelled.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Trying to cancel policies and have policy values dispersed by check. Have filled out forms 2 times and spoke to 2 compay representitives . Mailed forms on 2/12/24 and 3/17/24. Received 3 more forms, all alike and the same as the last, on 4/7/24. Phoned them this morning and now I'm told they need the owners complete S.S.number and or the childrens S.S. numbers. None of that information was supplied with the new forms on 4/7/24. I feel like I am being given excuses.The insurance policies were perchased by me for my grandchildren.Policy numbers are; ******* , ******* and 9221357.Thank you.

  Business response

  04/18/2024

  I would like to thank the insured for reaching out to our office.  Our records indicate that *************************** reached out to our office to surrender policies 9221356/57 and ******* on October 23, 2023.  The policies were removed from automatic bank draft, and the authorization form was sent for signature.  When we received the authorization on March 31, 2024 the last 4 digits of the *** did not match, and a new form was mailed.  I will have the three policies surrendered as of the original date of request.  Please allow 7 business days for the release of funds.

  Customer response

  04/18/2024

  I have reviewed the business response and accept this resolution. Although a bit confused , American Income Life Insurance Company did state that they would release the funds within 7 business days. I would like to thank everyone.

  ***********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I signed up for this insurance and was promised my whole family was covered. They charged me 3 times and sent me paperwork and only me and my son were covered. My husband called and talked to a vey rude employee that threatened our refund and talked down to us. I am beyond furious and want a refund asap. We emailed and called and called and no one will talk to us. They refused to cancel our policy so I had my bank block payments. This is beyond ridiculous and unprofessional. I just want my money back and keep getting ignored.

  Customer response

  04/10/2024

  This is for Kansas City ********, not *****.

  Business response

  04/18/2024

  We would like to thank ********************* for reaching out to our office regarding this matter.  We located Whole Life policy ******** and Accident Policy ******** issued to ********************* with an effective date of January 11, 2024.  Those policies have been cancelled at her request.  The request for refund comes outside the examination period.  There is not basis for a refund, as while the policies were in force, ***** had the security of coverage.

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