Business Profile

Insurance Companies

American Income Life Insurance Company

Headquarters

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

815 total complaints in the last 3 years.
354 complaints closed in the last 12 months.

If you've experienced an issue

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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:01/30/2025
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.
American Income Insurance Currently being contacted multiple times a day about policy changes and setting up appointments to review policy changes. I am not the person they are trying to contact and have been saying that for over 2-3 years at this point in time. I have had a supervisor place notes on the account attached to my phone number that its the wrong person and to not contact. Supervisor said that they are not able to remove numbers. Most current number that has contacted me is *****************. At 5:45pm CST. Wanting to setup a meeting at 9pm CST tonight to go over there policy changes. The account they are harassing me for is from 2014, under the name ******** ****. Im getting tired and frustrated with the constant harassment about this account. I am not related to or at all legally in charge of the above names affairs. Attached is the text from the number that contacted me.
Business Response
Date: 02/05/2025
We would like to thank ******** for allowing us to respond. As requested, we have added his information to our internal Do Not Call list and have asked the office that handles his area to mark their records accordingly and remove his phone number from their system.

We apologize for any inconvenience this situation has caused Mr. ******************
Initial Complaint
Date:01/28/2025
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.
Took out policy # *******, 21 years ago for my husband, myself, and daughter. Dealt with this company because they work with the local Unions and my husband is in the trades so it seemed to be reputable. Our premium has been debited from our checking acct. every month and its just one of those things you dont even think about, because we all know you only need life insurance when you truly need it. Last July of 2024 , my daughter was automatically removed from the policy because it expired when she turned 21. I have tried numerous times since then because our checking acct has not been debited the new premium amount as stated in their letter.Trying to get a hold of someone is absolutely impossible. I have tried every # that is on every piece of paper that I have from the inception of this policy and either sit on hold for hours or when I do speak to someone they say I have to speak to another ***** and no one ever calls me back. I have even called insurance agents in the area that are listed and again, no return call. This company is a scam! I even wonder if in fact we have a policy! I would like for someone from their company , if it even exists to reach out to me because I want to know the cash value of the policy and would like to surrender the policy once and for all and cut ties with this disgraceful company! My next step if to report them to the Department of Insurance
Business Response
Date: 02/03/2025
We would like to thank ****** ***** for reaching out to our office regarding this matter. Per the insured's request, policies ******* and ******* have been cancelled and surrendered. (See the attached letters outlining the change in premiums for policy 9009122.) Please allow 7-10 days for the checks to arrive.
Customer Answer
Date: 02/03/2025
I am rejecting this response because: The documents that AIL attached to their response do not support their answer. The attached letters are ones I received last June stating that the child rider was going to term due to my dependent turning 21. My complaint that I filed with the BBB had NOTHING to do with the child rider which already canceled. The issue I had was canceling & surrendering the policy for ****** (*******) & ******(*******). *** needs to provide me with the proper documents reflecting that these policies have been cancelled and the info. regarding the surrender value of these policies.

Business Response
Date: 02/04/2025
We are responding directly to the insured with the surrender value which has been released.
Customer Answer
Date: 02/04/2025
I have reviewed the business response and accept this resolution.
For now I will wait to see if both policies have truly been canceled and if I receive the correct surrender value via check as was previously stated.
Initial Complaint
Date:01/28/2025
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.
A false life insurance policy issued in my husband's name. His name is ****** ********. We never saw the agent, nor authorized this policy. We have tried for three days to get in touch with AIL, but waiting an hour on the phone, then getting disconnected. They are going to start withdrawing funds from my account on Feb. 1/25. We do not want this policy, but can not seem to get it cancelled.
Business Response
Date: 02/03/2025
We would like to thank ******** ****** for reaching out to our office regarding this matter for ****** ********. Per the complainant's request, policy CD2520133 has been cancelled. Please let our office know if we can be of further assistance.
Customer Answer
Date: 02/03/2025
I have reviewed the business response and accept this resolution. Someone finally called me back and the policy has been cancelled. Thank you for an expeditious resolution to my complaint.
Respectfully
******** McNair
Initial Complaint
Date:01/27/2025
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.
We have asked several times to close out these life insurance accounts. We have been getting the run around since last year! Please help us close these accounts. We have told ********************************************* four times to close these accounts. I feel this is predatory practice against seniors as they refuse to close these accounts by not returning the money to my father. We have requested to close in writing and electronically.
Business Response
Date: 02/03/2025
We would like to thank ******* **** for reaching out to our office regarding this issue. We have cancelled policies *******, ******** and ******* per the insured's request. All polices have been surrendered and checks have been issued to the insured in the amounts of $2,967.13 for policy *******, $1,842.61 for policy ******* and $65.09 for policy ********, as of January 25th, 2025. Please see attached documents for surrender requests and checks. Please allow 7-10 days for checks to arrive.
Initial Complaint
Date:01/27/2025
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.
I had met with ******** Choristecki via online meeting who went over packages as we had signed up for the McGruff safety kits. After he went over everything we agreed to sign up for the additional insurance and even payed upfront. After a few months of no McGruff kit and no further information from the insurance company we decided AIL was not for us. We called and cancelled the applications on September 3rd as well as the 18th. Phone conversations that were recorded according to the company automated secretary. We recieved withdrawals from *** AGAIN until October when we had to call AGAIN and let them know we had already cancelled the before it was even approved. On Oct. 25th the call *** we spoke to indicated it must have been an error because of the process as parts of the policy had been cancelled but not the entirety. She assured us it would be canceled I have since been receiving texts indicating a balance on an account that was closed and should have been refunded as per the associate helping us. I have let the person texting me know the account was closed and have not heard back until I got a call from a collection agency this morning regarding the balance for an account that should never have even been. After texting the number that asked for payment they said 'sorry for the confusion you won't be drafted' yet they sent it to collections and I have not received the refund for the months paid when it should have been cancelled.I would like the payments refunded and it removed from the collection agency and credit ***ort.
Business Response
Date: 02/17/2025
We would like to thank Ms. ******** for allowing us to respond. Our records show that Ms. ******** called our office on September 18, 2024 to request the cancellation of her coverage however, only one of the policies was cancelled while the others remained drafting for premiums.

As requested, we have cancelled the remaining policies and have issued *********** a refund of all premiums paid which are being credited to the bank account on file. We ask that Ms. ******** allow up to *********************************************** her account as it will depend on her financial institutions posting schedule.

We apologize for any inconvenience this situation has caused Ms. ******** and hope we have been able to resolve her concerns.
Initial Complaint
Date:01/24/2025
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.
We had a different life insurance company come to give us a quote. We called American income life to find out information we were lied to by American income life that if we paid an extra $40 a month for 4 years we would be paid for life and would cover for the rest of our lives. Well that wasnt true so my husband and I canceled our policies with American income that very day. We were to be paid out what our policy was worth. My husband received his payout within a couple of weeks. I have not. First they took money out of what was owed to me to make a payment that was already canceled. I had to have that reversed and put back into what is owed back to me. Talked to a manager and was told the money would be to me on the 19th. Still nothing. I called again today and this is still in limbo. This has been going on for 4-5 months now. I am tired of dealing with an incompetent company
Business Response
Date: 01/31/2025
We would like to thank ****** ***** for reaching out to our office. Policy ******** is payable for 64 years. There is no option to pay additional premiums in order for the policy to be paid up early. ********** will surrender this policy as of 11.03.2024 which is the date that policy ******** was surrendered. Please allow 5 business days for the surrender funds to be released.
Initial Complaint
Date:01/22/2025
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 mother who passed away in 2024 had a life insurance policy with this company. I've called 3 times and am told to leave messages but nobody returns my calls. I was able to get someone to follow up via email and they sent me a change of ownership form. I've sent that back with death certificates and the company is not responding to my emails, when I call they tell me nothing is on file. They are committing fraud and should be put out of business. Nobody should go through this to get money a loved one who passed away put in place to help.
Business Response
Date: 01/30/2025
We appreciate **** ********* reaching out to use regarding this matter. ********** mailed a Surviving Children's Form to **** on the 27th. The requested information will need to be provided in order to further process the claim. I will email the form directly to him for convenience.
Customer Answer
Date: 02/08/2025
I am rejecting this response because: So far nothing has been received via mail like in their statement. I did get their email but I have also called previously 4 separate times and was lied too stating all the paperwork was received and they were just waiting to process it. The paperwork they emailed me was never sent before, and with multiple outreaches they could have told me that but instead they lied over and over stating they had everything which clearly they didn't. I also reject this because I know if the BBB doesn't pressure this company they will not actually pay out on my mothers life insurance policy. I've read enough complaints online to see I"m not the only one they've tried to take advantage of and not pay. I reject anything till the money my mother paid into this policy is finally paid out. Just because they state they sent me paperwork doesn't mean they will comply as they have proven time after time that they won't. The paperwork they sent was completed and sent to them 2/7/25. We'll see how long it takes to get this processed if at all. Thank you
Initial Complaint
Date:01/22/2025
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 cancelling my account since December *******. Since then they have continued to take funds for me; $147 plus today's payment of another $47. **************** is rude and would rather argue with you instead of actually cancelling the policy. I received a letter saying it was cancelled and it still wasn't. Since 2022 they have been mixing my policy up with my mothers for whatever reason & now this. I'm a single mother who tried to make sure we are covered but instead I was mislead and not told things concerning my life insurance policies. Tried to add my son and they ended up giving me an additional policy. This is just ridiculous and I just wouldn't recommend anyone to go through this. Thank God I haven't needed to use my life insurance policy but I wouldnt trust you guys to do the right thing if I had to use it.
Business Response
Date: 01/27/2025
We would like to thank ******* ***** for reaching out to our office regarding this matter. We have processed ******* *****' request for cancellation on policies ********, ******** and ********. Per our records, policy ******** was refunded in the amount of $98.20 to the insured's bank account via ACH deposit on 1/22/2025. Policy ******** was refunded in the amount of $10.80 to the insured's bank account via ACH deposit on 12/30/2024. Policy ********, a draft of $47.47 occurred on 1/20/2025, which will be reversed and refunded. All policies have been cancelled and surrendered. Please allow 15 days for the funds to be released. Please let our office know if we can be of further assistance.
Initial Complaint
Date:01/19/2025
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.
After numerous phone calls asking me to apply for this insurance, I did. I completed an hour-long phone interview with them. Since I named my mother as a beneficiary, they started calling her to go over the policy and her part in the policy. She refused because she knows what needs to be done since she is the beneficiary in another policy. I sent them the first payment and set up automatic withdrawal. Then they needed more money and started deducting it from my account. I called them and told them I had not approved the newest withdrawal, and they replaced it immediately. At this time, I also told them to cancel the policy. They said that they would do that. Then it happened again, and I was told that it would be ten days before they could refund my money. I told them I had cancelled this policy and asked them to not contact me anymore. I also reached out to the bank and told them to stop all payments to this company. Shortly, after this, I received a letter from them with a new policy and a new amount. I wrote on the letter that I had cancelled this policy, and I owed them nothing and I did not want to hear from them again. Then December 24, 2024, they sent me my "new" policy and the amount of my monthly payment on the letter. I also sent this back to them and told them that I had cancelled this policy and that I was reporting them to you.
Business Response
Date: 02/03/2025
We appreciate ***** Fedora reaching out to our office regarding policy 19815226. Our records indicate that the initial premium was increased when going thru Underwriting. Then our office received a request for a lowered premium amount. The face value of the policy was lowered to accommodate this request. We have an electronically signed modification agreement on file dated 12.16.2024.
The request for cancellation of this policy was not received by our corporate office until January 10, 2025. In order to give the request for refund consideration we need to know who the request was made to and if there are any email or text messages confirming the cancellation request.

Our office has reached out to the office of the writing agent, and have requested that they cease and desist with any further contact attempts.
Initial Complaint
Date:01/17/2025
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.
Service Issue / ********************* I am the policyholder of multiple policies with American Income Life for many years. I am having ongoing issues regarding the cancellation of three insurance policies and associated refunds:1. I requested cancellation of ALL of my policies, and the following three policies remain outstanding: - Policy CD9748309 (******* *******) - Refund due: $103.22 - Policy CD9618679 (******** *********) - Refund due: $181.81 - Policy CD9748307 (Linkyn *******) - Refund due: $129.09 2. *** has acknowledged these cancellation requests but is refusing to process due to an alleged date of birth discrepancy on policy CD9748307. I'm not sure why they won't issue refunds for the other remaining two.3. ***'s representative has admitted this discrepancy was due to agent error 4. Despite this admission, AILis: - Refusing to cancel the policy - Demanding a birth certificate that was never required when opening the policy - Continuing to send bills Previous Attempts to Resolve:1. Communicated with AIL representative who confirmed the error was on their end 2. Attempted multiple times to contactAIL's home office at ************** 3. Provided all requested information via FAX in September of 2024 4. Sent formal written request for cancellation in September/24 5. Emailed multiple AIL **** requesting resolution 6. Copied the ****************** of the Superintendent of Insurance on communications Desired Resolution:1. Immediate cancellation of all three policies 2. Processing of all refunds totaling $414.12 3. Written confirmation that no further billing will occur 4. Assurance that this will not affect my credit rating Additional Information:- I am the policyholder for all three policies - No birth certificate was required or provided when opening any of these policies - The company has admitted the date of birth discrepancy was their agent's error Thank you so much for your assistance.
Business Response
Date: 01/27/2025
We appreciate ***** ******* reaching out to us regarding this matter. Our records indicate that policies CD9748309 and ********* have been surrendered, and the checks have cleared out account.
When there is a discrepancy in the date of birth our office requires a copy of the death certificate to ascertain the correct date. At this time the cash value of policy CD9748307 is being used to keep the policy in force until we receive the birth certificate. Upon receipt of the birth certificate, the cash value will be returned to the policy and the surrender value will be calculated and sent to the owner of the policy. You can email a copy of the birth certificate to ************************
Customer Answer
Date: 01/27/2025
I am rejecting this response because:
I am rejecting the business's response for the following significant reasons:

Factual Errors and Inconsistencies:
- the remaining policies have NOT been surrendered or refunded:
CD9618679 - ******** ********* ($181.81)
CD9748307 - Linkyn ******* ($129.09)
- They inexplicably mention requiring a DEATH certificate for a date of birth discrepancy, which is completely irrelevant to this situation
- They are now claiming to use a "cash value" to keep the policy in force against my explicit wishes to cancel

- The company's local representative previously admitted the date of birth discrepancy was due to their agent's clerical error
- They initially requested a birth certificate for cancellation
- They are now confusingly mentioning death certificates
- No birth certificate was required when opening any of these policies

3. Current Issues:
- The company is creating unreasonable barriers to cancellation
- They are keeping a policy active against my explicit instructions to cancel
- They are withholding funds ("cash value") without authorization
- They are requiring documentation for cancellation that wasn't required for policy initiation

4. Consumer Protection Concerns:
- The company is effectively forcing the continuation of a policy I wish to terminate
- They are using their own admitted clerical error as justification for refusing cancellation
- They are imposing requirements for cancellation that exceed those required for policy initiation

Requested Resolution:
1. Immediate cancellation of policies mentioned above
2. Processing of all outstanding refunds
3. Written confirmation that no further billing will occur

The company's response has only added confusion and demonstrates a concerning pattern of creating obstacles to policy cancellation.

I request the BBB's continued assistance in resolving this matter as the company's response is inadequate and introduces new concerns.
Business Response
Date: 01/31/2025
Policy ********* (******** ********* Was surrendered on October 16, 2024. The check cleared our account on November 18, 2024.
Policy CD9748307 (Linkyn *******) Cash value is based on attained age, the death benefit and the number of years in force. If the *** is incorrect, our office requires a copy of the birth certificate so that the policy can be reissued. The premium will remain the same but the death benefit could possibly change depending how off the *** is. Please forward a copy of the death certificate to **********************************.
Customer Answer
Date: 01/31/2025
I am rejecting this response because:
I am again rejecting the business's response for several critical reasons, including a fundamental misunderstanding.The company continues to request a death certificate for Linkyn *******, who is alive, and they now appear to be confusing a policy cancellation request with a death claim.

I am explicitly requesting complete termination of the policy. I am not seeking to reissue the policy. I am not interested in adjusting death benefits.

My primary concerns which, if addressed, would be sufficient resolution for me:

Immediate and complete termination of policy CD9748307
Protection of my credit rating from any continued billing
Written confirmation that the policy is cancelled and no further payments are due

Finally, I may be willing to waive my right to a refund to expedite and conclude this matter.

Business Response
Date: 02/21/2025
Policy CD9748307 was cancelled as of October 1, 2024. This policy is no longer in force.
A surrender check was mailed on February 10, 2025 and will confirm cancellation of the policy.
Customer Answer
Date: 03/03/2025
Hello,
As of the date of this writing, I have not received the check which the business says was issued on February 10, 2025. Additionally, I received a statement requesting payment regarding the policy. I would gladly accept the latest update regarding the cancellation and surrender of the policy but for this information.
Please advise, thank you.
Customer Answer
Date: 03/10/2025
I have reviewed the business response and accept this resolution.
Today I received a reimbursement check and consider this matter finally and satisfactorily concluded.

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American Income Life Insurance Company is BBB Accredited.