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

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  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:09/06/2023

  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.

  In 2017 AIL came to our house to up sell us a policy. We agreed to buy and accident / illness policy. It was described to us as " you go to the *** you get paid". We have had 4 different representatives: *********************, *******************, *********************** and ******************* all come to our house once a year to review our policy, and every review each said don't get rid of this policy because of you go to the ** for any reason you will get paid. If you go to the hospital you will get paid is always how this policy was described to us.On August 31st I tried to file a claim for my son back in January and my husband for a July incident. The home office then decides to tell me yes they have a policy for for accident/ illness but we only have the accident part. My husband and son were both hospitalized for illnesses. I have been so misrepresented by this company and their reps that I want all of my monthly premiums returned since the begining of 2017. I talked to ********************* a supervisor whom I cancelled my policy with and she said that when the policy was written we were to receive EOB that explained my benefits. No one ever told us the policy we were sold was just accident and not accident and illness. I have a policy number, but without correct explanation that policy number means nothing to the corresponding benefits except for what is described to me.

  Business Response

  Date: 09/11/2023

  We would like to thank the insured for reaching out to our office regarding this matter.  According to our records in 2017 the family purchased Accident policy ********, and life policies 14602716/15.  The policies were issued as applied for.  Pursuant to their request at application, the policies were mailed to their home address.  Each policy provides for an examination period to review the benefits provided.  If the policy(s) does not meet the needs of the insured, it can be returned within that period for a refund of premiums.  This request for refund comes outside that period, and premiums cannot be refunded.

  Our office received a request to cancel policies ********/16/15 and 17554200/01.  This has been done. Please let me know if our office can be of further assistance.

   

• Initial Complaint

  Date:09/06/2023

  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.

  My wife Had a Life Insurance policy with American Income Life Insurance Company. She died on July 31, 2023. They keep stalling the claim. I have called every week to just be told it is still in review. I asked if they needed a copy of the death certificate. I was told no it was just in review. It is now a month later and no progress. I just want to ***** my wife, I'm being harassed by the Funeral Director and the Cemetery. They want paid. And so do I.

  Business Response

  Date: 09/20/2023

  We would like to thank **************** for reaching out to our office regarding this matter.  Our records indicate that the claim on policy ******** has been processed.  Funds will be released by check within the next 7 business days.

• Initial Complaint

  Date:09/06/2023

  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.

  Cancelled 6 insurance policies with AILife on Oct. 11, 2022. Policy numbers are:16455654 ******** ******** ******** ******** ******** They continued to withdraw payments from my bank account. $71.16 was debited from my bank account on November 22, 2022 December 22, 2022 I provided documentation of Cancellation Form, and bank statements showing their withdrawals. Their November and December withdrawals also resulted in an overdraft fee of $33 each time that Im also requesting to be refunded. In total, I am requesting a refund of $208.32, the overdraft fees of $66 are included.

  Business Response

  Date: 09/06/2023

  We would like to thank ************ for reaching out to us.  Our records show that the cancellation request for policies 16455654/55/56/57 and ******** was received on October 11, 2022.  The automatic bank draft was immediately cancelled for each policy leaving them with a paid to date of October 2022.  The last premium drafted was in September 2022 and it was returned.  As these premiums were drafted prior to the request of cancellation, no refund of NSF fees are payable.

  Policy ******** was cancelled as of the date of issue.  A check in the amount of $169.40 was issued on October 25, 2022 and cleared our account on November 16, 2022.

  Policy ******** was cancelled as of the date of issued.  A cash refund in the amount of $134.20 was deposited to the insured's bank account on October 19, 2022.

  No withdrawals were made on these policies in the months of October or November 2022. If you have bank statements to prove otherwise, please forward them to my attention for review.  ******************

  Customer Answer

  Date: 09/06/2023

  I am rejecting this response because: I have my bank statements from November and December, see attached, that shows an ACH debit from AILife on 11/22/22 for $71.16 and also on 12/21/22 for another $71.16. I will gladly provide you with any other documentation.

  Business Response

  Date: 09/12/2023

  Our office previously responded to the complainant regarding 9 policies.  We have now located an additional 4 policies which are owned by ***********************, whom we have confirmed is ********************  We will send a separate email to the complainant to confirm that these 4 policies should be cancelled.

  Customer Answer

  Date: 09/13/2023

  I am rejecting this response because:   The information in the business response is not accurate or true. I provided all SIX, not 9, policy numbers at one time (both on paper and through emails) at the time of cancellation AND afterward! Through their online portal, all of my information, including first and last name, was current and correct. ****** had all the information they needed to cancel all SIX policies at the same time. I am still requesting a refund for the amount of $206. 

  Business Response

  Date: 11/08/2023

  Our office would like to thank **************** for contacting us about this matter.  The payment of $71.16 was a combined monthly premium for policies ********, 15005159,15005160, ********. We did not receive surrender notices on these policies. The policies have been on APL (cash value paying premiums) since October.  As a courtesy we have replaced the cash value and surrendered the policies. The following funds have been released:  
  Policy ********  $37.50
  Policy 15005159  $12.51
  Policy 15005160  $32.13
  Policy ********  $986.04
  If it was not your intention to surrender these policies, please contact me at ******************
  
  

  Customer Answer

  Date: 11/08/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/30/2023

  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.

  1 month ago, I requested that 2 policies be cancelled and refunded. I was informed I would receive paperwork within 3 days and that I would have to fill them out and return them. I have not received any paperwork. I also asked if they could email me the paperwork and I could submit them back. I was informed no and now it would take up to 3 weeks to receive. This is not acceptable; I have worked with Insurance Companies in the past and have never had to wait to receive a refund or correspondence. I would like my refund within 5 business days, by not receiving as promised, I have now encountered additional financial hardship. This is no way to conduct Business and I would like this handled expeditiously. This company received their payments from me every month for more than 10 years and now I have to wait for a response, this is totally unacceptable,

  Business Response

  Date: 09/11/2023

  We would like to thank the insured for contacting our office regarding this matter.  According to our records, policy ******** and  Policy ******** were surrender checks were mailed on September 4, 2023.

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because:   On 09/06/2023, I telephoned the office of AIL @ 12:38 pm and was informed the checks were cut on 09/04/2023 (which was a Holiday) and would not be mailed out until 09/07/2023. The representative stated that checks were only mailed out on Thursdays and that it could take up to 21 days to receive, I asked the Representative how you could possibly cut a check on a Holiday and was informed that the computers do it for them. So, the response is not accurate and clearly shows me that they are continuing to misrepresent and exhibit unethical behavior. I would like for them to provide the check numbers and a specific date of when they were actually mailed. Mail from **** ***** to ************ ******* does not take 21 days.

  Business Response

  Date: 09/14/2023

  We would like to thank the insured for reaching back out to us regarding this matter.  Our checks are processed by computer.  In this case the check was processed on September 4, 2023 which was a holiday.  The check would have been mailed within 3 business days of that date.  Our records show that both checks are still outstanding.  Please allow time for the mail service to deliver the checks.

  Customer Answer

  Date: 09/20/2023

  I am rejecting this response because:   As of today, it has been 2 weeks and I have not received payment. As someone who's spouse work with The United ********************** delivery should have been made within 7 business days. Once I receive the payments, I will update.

• Initial Complaint

  Date:08/30/2023

  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 had a life insurance policy with AIL policy #********. I cancelled the policy in February 2023 and received a refund. On August 18, 2023 I found that American Income life has continued the policy, and still shows it's registered in my name and has shown it as past due. I called customer service about this issue on August 18 and they hung up twice. What I want--I want American Income Life Insurance to cancel the policy, for real, remove the registration, remove the past due status and send me a stating they have done so along with an apology.

  Business Response

  Date: 09/06/2023

  We want to thank ******* for reaching out to us.  ******* was the owner of Policy ******** issued to ********** in 2018.  At her request that policy was surrendered and the cash value mailed to her in February.  That check has cleared our account.

  ********** has a second policy ******* which was issued in ****. This policy does not show that a surrender was requested.  Our office has continued to receive sporadic premium payments, the most recent in August 2023.  For those months that were not received, the cash value of the policy was used to keep the policy in force.

  If you wish to surrender this policy, please complete the attached surrender authorization and return it to my attention.  ******************
  

  Business Response

  Date: 09/06/2023

  surrender form attached

  Customer Answer

  Date: 09/21/2023

  This letter from American Income Life form without a date is completely unsatisfactory. It indicates they didn't bother to even look at my file and the account policy referenced and are using the same stall tactics they used last year when they sent letter after letter to request the same information over and over again, and never processing the information after 4 attempts. I have written information coming thru US mail. Please do not close this complaint.

  email address: *************************

  Sincerely

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

  Business Response

  Date: 11/13/2023

  We would like to thank ***************************** for returning the signed authorization to surrender policy 6529490.  As a courtesy the policy will be surrendered 01.26.2023.

  Customer Answer

  Date: 12/13/2023

  The complaint is ******** concluded.  Thank your your assistance.

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

• Initial Complaint

  Date:08/30/2023

  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 9/26/2021 a sales representative ********************* with American Income Life Insurance Company sold ** "Head Start" policies for each of our three children. The primary selling point being that our children would have access to a cash amount upon their 18th birthday that exceeded the amount we would have paid in total premiums (around $2,000.00 for each child in premiums but about $18,000.00 in cash value upon their 18th birthday), thus giving them a "head start" in life. Later we received the actual policies which did not appear to state this specifically, however our efforts to contact the company to ask clarifying questions was unsuccessful. I did finally receive a call back from *** on 7/7/2023, who did clarify that my children were not *********** a cash out sum of over $400.00 (varies for each child) on their 18th birthday. I told him this is not was told to us and my subsequent calls back were not answered. On 7/18/2023 I called and had to leave a voice message asking that I be reimbursed for the premiums that we had paid to this point ($1,305.26) and that they cancel our policies. On 8/2/2023 they withdrew $38.39 from our checking account.

  Business Response

  Date: 09/18/2023

  Our office appreciates **************** for contacting our office regarding this matter.  We have requested a statement from writing agent **********************  We will provide a response shortly.  *****************

  Customer Answer

  Date: 10/07/2023

  I apologize for missing the deadline to respond to this matter.  I hope that this delayed response will be accepted and the case will remain open.  
  
  This response from American Income Life does not settle the case.  When will there be a written response from the agent I named that sold us the policy?  Additionally, *** continues to automatically withdraw money from my bank account, including this October, even after I have requested that they stop. 

  Business Response

  Date: 10/11/2023

  Our office has attached a copy of the response from agent ***********  Agent ***** confirms that she sold  Whole Life policies for the children as our office does not offer headstart policies. Our **************** has no record of the complainant contacting us regarding the policies prior to this complaint.  As a courtesy we will cancel both policies as of 06.26.2023 which is the due date nearest the phone call **************** had with an agent.  Please let me know if I can be of further assistance.  ******************

  Business Response

  Date: 10/11/2023

  Agent comments attached.

  Customer Answer

  Date: 10/15/2023

  I am rejecting this response because: American Income Life has not refunded the total amount paid in premiums (still owing $806.19).  It's unsurprising that a salesperson of questionable integrity would draft a misleading statement denying any wrongdoing. Enclosed herewith is the Summary Sheet from our meeting with **************. As *********** lacks essential details, notably her information. My primary contention remains that this salesperson deliberately misled both my husband and me. Despite her claim of no recollection of our meeting, I distinctly recall our discussion. Our interaction took place outside my residence at a small table. She had recently concluded a deal with my father-in-law for a life insurance policy, assuring him of a substantial payout based on AIL's purported practice of investing premiums over the policy's duration. 

  Business Response

  Date: 12/06/2023

  Policies 17532285/86/87 were issued as applied for.  The policies offered an examination period during which the insured could review the terms of the policy.  If the policy(s) did not meet their needs, the policies could be returned for a full refund of premiums at that time.  This request for refund comes outside the examination period.  As a courtesy our office cancelled the policies of June 26, 2023.  A refund of $153.56 was deposited to the insureds bank account on October 12, 2023.

  As requested our office provided a copy of the agents statement regarding this matter.

• Initial Complaint

  Date:08/30/2023

  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 called this companys customer service number on July ******* asking them to switch over the card on file to a whole different account, I gave the agent routing and accounting information and was still charged for July bill and august, I called the company in seek of a reimbursement on August 14 and was told by the resolution team to call back in 3 business days for response I called Thursday than it was call back Monday I called Monday and it was call back thursday again I have been getting the run around and overdraft fees as well as return check fees because of this business. I cant even get a real answer or solution to my problem. I even contacted my bank and they told me they couldnt do anything and to contact the company since they were at fault.

  Business Response

  Date: 09/06/2023

  I would like to thank **************** for contacting our office.  It looks like he has been speaking to our ********************* the last couple of days.  I will have them call him back by the end of this week to make sure that the issue is resolved.  If not, he should contact me directly at ******************

• Initial Complaint

  Date:08/24/2023

  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.

  Agent :************************* #XF912.Contacted us about free discounts with our union that we could be using. Also free death ins. policy for us both thru union. Then she went on to describe an ins. that we could get so if we got sick we would have money available to us for bills etc. Like a life savings account. So we asked if it was a policy for cancer only. She assured us it was not that it covered any type of illness. We agreed to get ins. at $***** a month on July 19,2023. Took money out within 48 hours. Got policy mid August, looked over policy and it was a supplement cancer policy only with limited coverage. Plus on policy it says premium is $14.27 with **** fee. Not *****. Called on aug ,19,2023 agent would not respond to multiple calls and an email . I emailed the customer relations and they said they told her to respond to us. We did not meet with a zoom call as indicated, it would not work so she called us. She signed everything with our names. Policy says if there are any mistakes that it will not pay anything, well there are mistakes on policy. I tried to report but of course no response .Want our money back since it is not what she promised it to be .Policy number ********, here it says bank draft $14.27each month not *****. We want to cancel policy but can't get her to respond to calls or email. We want a refund also !

  Business Response

  Date: 08/25/2023

  Our office would like to thank ****************** for reaching out to us regarding their policies.  American Income (AIL) has group policies with multiple unions which all their members in good standing to receive free Accidental Death and Dismemberment coverage.  When an agent visits with the member other products offered by AIL are reviewed.  In this case, an application generated 3 separate policies.

  18848902  *********************;             Whole Life     Premium:  $42.97

  18848903  ***************************;      Whole Life     Premium:  $27.10

  18848904  *********************;             Cancer           Premium:  $14.27

  As a courtesy our office has cancelled all 3 policies as of the date of issue.  Premiums will be refunded within the next 7 business days.  

  We apologize for the lack of attention paid to this matter by agent *******  We trust that the refunding of premiums will satisfy the complaint.

  Customer Answer

  Date: 08/25/2023

  I have reviewed the business response and accept this resolution. I am happy to accept the cancelled policies and full refund for the policies. Thank you for your help.

• Initial Complaint

  Date:08/23/2023

  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 had a Zoom meeting with sales rep ****** ******** to discuss "permanent benefits" that persisted despite my recent severance from a union job. This comes after receiving calls from unknown numbers all over the country since July 11th, who would try calling twice each time while I was either working or otherwise unavailable. Once I was in the middle of a work meeting. Blocking one caller only made a new one pop ** in its place.In the meeting it dawned on me that American Income Life actually had no real connection to my previous union. The "temporary benefits" ******************** described were what I had as a union member, and that AIL's products were the "permanent benefits" allowed despite my separation. However, that introductory explanation was the last mention of the union. The meeting turned into a sales pitch for a complex insurance policy that costs upwards of $15/day for some subscribers. I told ******************** that I was not interested in pursuing a policy with AIL at this time and left the meeting early. I then blocked his email and phone number. The next day I began receiving calls from a new unknown number that left no voice mails. Since August 15 to today (17th) that has been 8 calls alone. I have left that number a voice mail to state my disinterest but due to the company's persistence I had to find a more effective route to end this. Based on their BBB complaint history, it does appear AIL seeks resolutions quickly. So please, add me to your Do-Not-Call list ASAP. And let this complaint either act as a warning to other consumers or the last external impetus for your company to change its deceptive, near-harassment business practices. Contacting a local office as you have done historically won't change this; I've got a call log showing numbers from ****** to *******. Make effective change, and maybe you'll see less complaints in the future? Just an idea.

  Business Response

  Date: 08/30/2023

  We would like to thank **************** for allowing us to respond.  Our records show that **************** completed and submitted a beneficiary designation card for the no cost group coverage provided by American Income Life through WPEA/Local 365 in July of 2023 which would have prompted the contact by an independently contracted agent.  As requested,we have added her information to our internal Do Not Call list and have requested the independently owned local business which services her area to mark their records accordingly.
  
  This request *** take up to ******************************************************************************** the event that occurs we ask *************** to kindly inform the caller that she has been added to our list and to discontinue contact. 
  
  We hope to have resolved this matter for ***************** 

• Initial Complaint

  Date:08/22/2023

  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.

  On May 18, 2023 We cancelled 3 policies in writing and requested an immediate refund of our payments. The account numbers are ********, ********, and ********. We have attached the letters signed requesting the refund of all of our premiums.To date we have not received our refunds nor any correspondence from them.

  Business Response

  Date: 08/25/2023

  Our office would like to thank ************** for reaching out to our office.  According to our records, policies ********, 18523909/10 were issued February 19, 2023.  The policies were cancelled by the agent on March 21, 2023.  I did not locate any other policies in the name of ******* or ************************  If premiums have been drafted from your bank account after March 2023, please provide me with a copy of your bank statement showing the transaction dates, and I will investigate.  ******************

  Customer Answer

  Date: 08/29/2023

  I am rejecting this response because:   You are aware that you debited by ach the two sums of $ $72.03 policy number ******** and $144.27 policy number ******** on February 24, 2023 from our checking account.  We have requested this to refunded multiple times in writing.  Please refund our money immediately!  I have the proof on my statement that we are owed this refund.  

  Business Response

  Date: 08/29/2023

  The insured's request for cancellation came 3 months after the policies were issued, which was outside the examination period. Likewise, the agents cancellation of the policies on March 21, 2023 was outside the examination period.  Based on the policy contract there is no basis for a refund of premiums.  However, as a courtesy, our office will cancel all 3 policies as of the date of issued and issued a one month refund on each.

  Customer Answer

  Date: 08/29/2023

  The cancellation was because we had not received the policy to even review!  They were preparing to take another payment on all policies.  The response that the request was after the review period is inaccurate.  If the review the date ********************* requested the cancelation and the fact that it took them until a few weeks ago  to ask us to put the request in writing.  Once we did and our refund did not show up I called yet again just before filing this complaint and got ****** who then advised us to fill out a form!  The do the most to try to take your money and cause you to cancel existing policies prior to receiving their approval and policies in writing.  They should be reprimanded for those actions.

  Customer Answer

  Date: 08/29/2023

  I have reviewed the business response and accept this resolution.