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

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

  
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  American Income Life Insurance Company

  318 Mount Rushmore Rd STE C Rapid City, SD 57701-2762

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  American Income Life Insurance Company

  61 Saint Joseph St STE 300 Mobile, AL 36602-3519

  
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  American Income Life

  3355 Cochran St STE 203 Simi Valley, CA 93063-2532

  

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:08/28/2024

  Type:Sales and Advertising 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.

  Over the last 2 months Ive had 3 conversatios with 3 different people about cancelling my life insurance policy with American Income Life. The first ****** I spoke to, told me that they would put a stop payment to my premiums and i will recieve a form in the mail to fill out and return in order to get my payout checks. Apparently all calls are recorded and somehow this one was not because I never recieved the form. I called back and spoke to someone different and was advised that the form will be emailed within 3 days. I also never recieved an email. Being that they are no longer getting payments, theyve sent 3 letters demaning payment. A *** then called me, demaning payment and I then explained that there were 2 prior calls, and i still have not recieved a form in the mail nor email to fill out to get out of these policies. She then said she sent an email to the department about the cancellation and that I should recieve the form via email in 3 days. That was 2 weeks ago from today (8-28-24). I recieved a letter dated 8-20-2024 that is now exhausting my cash value because THEY didnt cancel the policy and THEY never sent a form. **** A ********** is on this letter, with no contact information. AIL is a complete SCAM and they are HARRASSERS, and I need resolution and the cash value that was presented during the first phone call I had.

  Business Response

  Date: 09/19/2024

  We would like to thank Ms. ************* for allowing us to respond. In an attempt to resolve this matter, we have reversed the automatic premium loans that occurred after Ms. *************** original call on July 24, 2024 and have used her a complaint as confirmation to cancel the policy.  In addition we have added her contact 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 this request will take up to 7 business days to go through our system during which time she may be further contacted. In the event that occurs we ask that she  kindly inform the caller that she has been added to our list and to discontinue contact. 

  We hope to have resolved Ms. ************** concerns. 

• Initial Complaint

  Date:08/28/2024

  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.

  August 16, 2024 this business took an unauthorized payment from my bank account of ********** August 10, 2024 we had canceled our policies and this company had failed to inform us we had other policies in our name.

  Business Response

  Date: 09/03/2024

  Reached out to the member figure out which policies were cancelled and which policy was paid by the withdrawal. We will continue the refund process once this information has been gathered. 

  Customer Answer

  Date: 09/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/28/2024

  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.

  I have been getting contacted by this company multiple times a day for weeks. I have told them directly at least 4 times to stop contacting me as Im not interested. They refuse to stop.

  Business Response

  Date: 09/03/2024

  Thank you for the inquiry. ********************** information has been forwarded to our customer relations section and he will be added to our Do not contact (DNC) list. 

  Customer Answer

  Date: 09/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/21/2024

  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.

  Have submitted a change of ownership between myself and my son and asking for a policy showing these requests, but keep getting the original policy still showing my son as ownership and payor as well as lost policy certificate... The policy is not lost...we requested a change of ownership along with payor to reflect to show on policy with the general provisions disclosure. I have contacted 4-5 times and now I have 4-5 original policies and lost policies certificates. this is not what I requested.. Thanks

  Business Response

  Date: 08/26/2024

  Our office has reached out to ******************************** and provided her with the change of policy confirmation letter. 

• Initial Complaint

  Date:08/19/2024

  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.

  This company has been calling me non stop to reach an individual I do not know. They keep trying to convince me I am that person n have an account. The person and I share a middle name and lived at similar addresses but I keep telling them the person they are asking for is not me. I have asked several times for them to stop calling me and next thing I know I get another call sometimes not even 30 minutes later. These people call me late at night like 8pm sometimes. And it's frustrating as tho they think I am lying but why would I sign up n pay for an insurance plan that's not mine. Or even sign up for a plan under a fake name. It's life insurance for ******** sake. The harassment is overwhelming. I keep blocking g and they keep calling from different numbers. I'm exploring my legal options as this is truly stressfull and annoying.

  Business Response

  Date: 08/20/2024

  We are currently working with ****************** directly towards a resolution for this matter. 

• Initial Complaint

  Date:08/16/2024

  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 been attempting to contact AIL for the last 3 months to cancel my policy. I have tried calling no answer left messages no answer texting the multiple numbers they texted from no reply and emailed with no reply or success.

  Business Response

  Date: 08/19/2024

  We would like to thank *********************** for the inquiry. According to our records whole life policy CD2469246 was issued with an effective date of March 2024. Our office has no record of a cancelation request. As a courtesy to the insured, we will cancel the policy and issue a two month refund. 

  Customer Answer

  Date: 08/19/2024

  I have reviewed the business response and accept this resolution. 

  Business Response

  Date: 09/03/2024

  The August draft cannot be refunded until after 30 days from 8/15/24. Per regulation, we have to wait 30 days to clear before refunding in ******.

• Initial Complaint

  Date:08/15/2024

  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 gave my info to get a free will kit. An agent called me and before I know it he was signing us up for insurance. We have never done a will so we didn't know what info was needed. We gave family members' names and phone numbers and now they are all getting nonstop calls from this company and others. I can't remember if I gave our ssn's. I am afraid they are selling our info.

  Business Response

  Date: 09/03/2024

  Thank you for the inquiry. This is has been forwarded to our Customer Relations and Resolutions team, someone should be reaching out to solve this one soon.  

  Business Response

  Date: 09/10/2024

  We would like thank ******************** for allowing us to respond.  As requested, we have added her contact information to our internal Do Not Call list.  In addition we have asked the local office that services her area to mark their records accordingly for ******************** and any of ******************** family members for whom she provided contact information.  A further review of our records does not show an application for insurance received in our office for ********************. 
  
  We ask that she allow 7 business days for this request 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 prefer, they may provide the callers name and phone number to our office so we can address this on an individual basis. 
  
  We hope to have resolved ******************** concerns.

• Initial Complaint

  Date:08/14/2024

  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.

  In March 2024, I open up an insurance policy for my son ***********************. While talking to the representative ************************* ************** he offered extra benefits such as Veternarian discounts. He stated that I would receive an email regarding this. I have never received an email. I have called ************************ number about 20 times. I have also called the company itself and I gave my info to them and I never received any response from anyone. I told ******************** that I was very interested in the program because I have 2 dogs. So the issue is no one from the company has contacted me.

  Business Response

  Date: 08/20/2024

  Our company would like to thank *********************** for the inquiry. We do offer a discount called AILPlus.  It is a fully digital program and does have veterinary discounts.  We have signed ************** up for it today.  She should receive an email with her member ID and instructions for downloading the app.  If there are any further questions, please do not hesitate to contact us. 

  Customer Answer

  Date: 08/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/12/2024

  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.

  I was promised a will kit for the VA from this company and never received it. I was misled. Instead I was signed up for insurance. The following week another agent called to set up another appointment for the very same thing and they were trying to take the money two times out my account. I did not follow up with the second ****** even though he insisted the First **** was from a different company but they discussed the exact same information. I am seeking my payment back $153.71 on May 22, 2024 what I had to pay for stop automatic payment for $30 keep them from drafting my account each month. They never sent the policy even though I was told several times it was in my email and being mailed. When I called the agent she did not listen when I said I no longer was interested. She called my children to get them to try and talk me in to keeping the policy that I had absolutely no information on. They are continuing to send bills! I initially saw the ad for this on ******** for a will kit for veterans and this is nothing like what they advertise! This is deceitful and should be reported! They also look like theyre trying to charge me for two separate policies each month. I paid May but theyre trying to charge me $320.68 for June 2024! But they still have my payment for May 2024!

  Business Response

  Date: 08/19/2024

  We would like to thank ************** for allowing us to respond.  A review of our records shows that an application was received in our office which prompted policies issued for ************** with an initial premium totaling $153.71 and the contracts were mailed to Mr. ****** address on the application on July 12, 2024. Please note the address on the application is the same as the address provided by ************** in his correspondence with the Bureau.  Our records do not show the contracts were returned by the *********** as being undeliverable. ************** called our office on July 14, 2024 to request the cancellation of his coverage and a cancellation form was sent to him to complete, sign and return to our office for processing but as of today, we dont show the completed form has been received.  In an effort to resolve Mr. ****** concerns we have cancelled his coverage with our Company and have refunded $153.71 plus the $30.00 overdraft fee totaling $183.71. His policies with our Company are now null and void.  In addition, a no cost will kit is being mailed to ************** directly from our office.  
  

  ************** mentions his account being drafted in June for $320.68 but a further review of our records does not show that our Company released a draft to Mr. ****** account for that amount.  If he wishes to provide a copy of his bank statement showing the draft we will be more than happy to review and handle accordingly. 
  
  We hope to have resolved Mr. ****** concerns.

• Initial Complaint

  Date:08/11/2024

  Type:Sales and Advertising 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.

  07/24: I called to cancel my life insurance policy and surrender it for the cash value I earned after 8 years of paying on my whole life policy. The staff said a cancellation/policy surrender form that I needed to sign and return would arrive in 1-3 business days via email. Without signing it and sending it back for processing, I would forfeit the cash value. In the meantime, my direct billing was stopped, which caused the policy to lapse.7/25: I called the company back after checking my email, junk folder, etc. they said to wait until the end of the weekend and keep checking.7/30 I called back, provided an alternate email address stating the form had not arrived. I was forwarded to the cancellation **** who said the form should also arrive via mail through **** and it could take a week or so to arrive. 8/11: there has been no mail delivered from AI Life, or emails I am very upset and I feel tricked and scammed out of the hard earned money I set aside for the only thing I had protecting my family the last 8 years.

  Customer Answer

  Date: 08/11/2024

  I tried to submit a contact us request by filling out the form on American Income Lifes website, it requested support and in the body of the paragraph said I would need to file a complaint with BBB if I did not get a reply and requested direct contact. The message would not submit after numerous attempts it said the request could not be processed. 

  Business Response

  Date: 09/06/2024

  We would like to thank **************** for allowing us to respond.  A review of our records shows that an application dated November 28, 2016 was received in our office which resulted in life coverage being issued for **************** with a death benefit of $50,000 and a monthly bank draft premium of $30.50.  **************** called our office on July 25, 2024 to request the cancellation of her policy and was transferred to the correct department to handle her request.  The policy was removed from the automatic bank draft method of payment to prevent the policy from being drafted while in the cancellation process and a cancellation form was sent to her to complete, sign and return to our office for processing. 
  
  The completed form was received on August 19, 2024 and the policy was surrendered on August 22, 2024 for its available cash value of $1,087.50 which was credited to ****************** bank account as she requested. 
  
  The refund amount of $2,836.50 being requested by **************** in her correspondence with your office equals a refund of all premiums paid on the policy.  The premiums paid provided **************** with the security of life insurance in the event of her death and had a claim been incurred it would have been paid in accordance with the terms of the contract.  All premiums paid were earned and a refund of those premiums is not due. 
  
  As requested, ****************** contact information has been added to our internal Do Not Call list. As an added measure we have requested the local office that services her area to mark their records accordingly.  We ask that she allow up to 7 business days for this process to go through our system during which time she may be contacted. If that occurs we ask that she kindly inform the caller that she has been added to the list and to discontinue contact.