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

Submit a Complaint

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:04/17/2024
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 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
Date: 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
Date:04/16/2024
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.
Why is it so incredibly difficult to cancel my insurance policy?
Business Response
Date: 04/26/2024
There was no information provided which would allow us to identify this insured.
Initial Complaint
Date:04/12/2024
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.
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
Date: 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 Answer
Date: 04/24/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/10/2024
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.
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
Date: 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
Date:04/10/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:04/09/2024
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.
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
Date: 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 Answer
Date: 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
Date:04/08/2024
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.
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 Answer
Date: 04/10/2024
This is for Kansas City ********, not *****.
Business Response
Date: 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.
Initial Complaint
Date:04/08/2024
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 have received nonstop contact from AIL from various agents. I have expressed my disinterest. I have specifically requested to be removed from their contact list. I would like to stop receiving calls and text messages from AIL. The organization I work with will no longer be partnering with AIL to offer life insurance as a result of this type of frustrating and bothersome communication.
Business Response
Date: 05/06/2024
We would like to thank ****************** for allowing us to respond. Our records show that ****************** completed and submitted beneficiary designation cards for the no cost group coverage currently being provided by American Income Life through FOE/Local 2277 which would have prompted the contact by an independently contracted agent.

As requested, we have added his information to our internal Do Not Call list and have requested the local business which services his 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 he may be contacted. In the event that occurs we ask that he kindly inform the caller he has been added to the list and to discontinue contact. If he wishes, he 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 Mr. ******** concerns.
Initial Complaint
Date:04/07/2024
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.
Trying to cancel two of our four policies since December of 2023. Now trying to cancel all four policies because they are too pushy, call nonstop, have agents that are separate from the company that will call up to four times in 30minutes, agents say that our policy qualifies for an upgrade with more coverage for less money and other agents have no clue about what phone calls have been made or what information has been discussed, haven't received any cancelation notices to sign since December and customer service keeps saying they haven't processed it yet. They asid they would refund our money for what they have taken out for what was supposed to be the canceled policies.
Business Response
Date: 04/18/2024
We would like to thank ********************* for reaching out to us regarding this matter. We regret losing you as a customer. There is no basis for a refund of premiums. While the policies were in force you had the security of coverage. Policy ******** will be surrendered for the cash value of $26.25. Policy ******** will be surrendered for the cash value of $22.75. Please allow 7 business days for the release of funds.
Initial Complaint
Date:04/04/2024
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 January 2020, I received a call from an American Income Life Insurance Agency representative (**** *******) indicating that I qualified for discounted life insurance as a Fraternal Order of Eagles member. **** met with me and my boyfriend (*********************) on February 5, 2020, to review life insurance policies available for ******. We purchased a Group Term Life Insurance Policy #********. I began paying monthly premiums (drafted from my checking account) in the amount of $92.59.In September 2020, I received notification from the Fraternal Order of Eagles that they are in no way affiliated with American Income Life Insurance Agency and that FOE members should not have received calls from American Income Life.I was defrauded by American Income Life Insurance Agency representing themselves as a partner of the Fraternal Order of Eagles. I am requesting my premiums paid to date in the amount of $4,629.50 be reimbursed to me; I agree the policy can be cancelled once my premiums are returned. In the past 4 years, I have been contacted by three different insurance agents representing American Income Life Insurance Agency stating they have taken over my policy. I have expressed my concern with the above deceit but was told that I could not be reimbursed for past premiums paid. As such, I have continued to pay the premiums to avoid losing the money already invested. Recently, in January 2024, *****************************, the latest agent managing my policy, contacted me to discuss Denniss policy. I explained my dissatisfaction with the deceitful practices and requested to convert the term life insurance policy to a whole life policy. On January 25, 2024, I submitted my agreement to convert to a Whole Life Silver Policy. ***************************** indicated the new policy would be sent to me. To date, I have not received the new policy, and my many attempts to reach him and American Income Life Insurance Agency have been unsuccessful.
Business Response
Date: 04/30/2024
We would like to thank ************************* for contacting our office regarding this matter. Our records show that she is the owner of Term Life policy ******** issued on the life of *********************. Her request for a refund of premiums came outside the examination period and was declined. I reached out directly to ************************* and offered to cancel the policy as of a current date. In turn, she requested that the policy be converted to a Whole Life policy.
This policy is convertible. However, our *********************** questioned whether that would be suitable for the insured. This information has been given to the writing agents management team. They will reach out to ******** directly to discuss the available options.
Customer Answer
Date: 04/30/2024
I am rejecting this response because: American Income Life Insurance has made no attempt to reach out to me. I have received communications requesting me to complete the paperwork for cancelling the policy (which I do not wish to do) and a bill for the term life policy (which I also do not want). I called the local office again and spoke to ***** (a manager at the local office on 4/23/2024; he indicated he would look into this and get back to me. To date, I have heard nothing back.
Business Response
Date: 05/02/2024
Our office has reached out to ************ and offered her the options that are available for coverage on *********************. She has indicated she wished to continue coverage under the existing policy.
Customer Answer
Date: 05/04/2024
I am rejecting this response because: I accept the business's response; however, this issue is not yet closed for the following reasons. *************************** reached out to me on May 1 and explained my options. I initially decided to remain with the existing policy for *********************, but ***** committed to reach back out to me on May 2 to review the policy and answer any further questions I had. I did not hear back from him, but called and left a message. I would like a confirmation back from him that the existing Term-to-100 policy is still in effect and that my direct debit payments are still in place (I have not been billed since March).
Business Response
Date: 05/23/2024
On April 18 2024 I reached out to ************************* who advised me she wanted information regarding converting Term policy ******* to a Whole Life policy. A duplicate policy was mailed to her at that time. The information regarding the conversation was provided to the local agency office. The agency office advised us on May 1, 2024 that they had reached out directly ************************* and confirmed that she wanted to continue the Term policy for *********************. Our office was provided with new banking information, and a letter of confirmation was mailed to ************************* on May 7, 2024. Policy ******** currently has a paid to date of July 5, 2024.
************************* is welcome to contact me directly. She has my email address. ******************
Business Response
Date: 05/23/2024
05.07.2024 Letter attached
Customer Answer
Date: 05/27/2024
I have reviewed the business response and accept this resolution. I am keeping the **100 term policy.

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