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

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life Insurance Company

  8321 E 61st St STE 221 Tulsa, OK 74133-1911

  
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  American Income Life Insurance Company

  901 Mountain Creek Rd STE 100 Chattanooga, TN 37405-4645

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  American Income Life Insurance Company

  101 5th St STE 206 Hollister, CA 95023-3925

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:12/20/2024

  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.

  On November 11th of 2024, I was brought onto a zoom call and convinced that I should sign up for life insurance through American Income due to it being a union benefit. That night, I called my family and learned that I already had coverage from a life insurance policy under my parents. The next day, November 12th, I sent a message to the insurance agent explaining this and that I wanted to cancel my policy. I was told that he would do so and I would receive a refund in 2-3 weeks. From then on, I received more phone calls and texts from agents saying they wanted to confirm my policy, and I would tell each of them that I wanted it canceled. It was only on December 18th that I received a letter in the mail saying my policy was approved and I had been charged for December. I looked at my bank account and saw that I never received a refund for the $96.72 charged in November, and I had been charged the same amount for December again. I have since called to cancel my policy, however they are claiming it will take several days for an email with the cancelation form to be sent and quite honestly I do not trust that they will send anything out. I did some research and it looks like this company is notorious for saying they will send these cancellation forms, and then they never do. I want this policy canceled like it should have been a month ago, and I want my money back that would total $193.44.

  Business Response

  Date: 02/17/2025

  We would like to thank Mr. ********** for allowing us to respond.  Our records show that an application dated November 11, 2024 was received in our office which resulted in policy number ******** being issued. ************* called our office on December 22, 2024 to request the cancellation of his policy and was transferred to the correct department to handle his request.  The policy was removed from automatic bank draft to prevent his policy from being drafted while in the cancellation process and a cancellation form was sent to the email address on file to be completed, signed and returned to our office for processing. 
  
  We show this policy was cancelled and a refund of all premiums paid totaling $193.44 was credited to the bank account on file on January 23,2025.  Policy number ******** has been cancelled and no active coverage remains in effect for Mr. ********** with our Company.
  
  We hope to have resolved Mr. *********** concerns.   Tell us why here...

  Customer Answer

  Date: 02/17/2025

  I have reviewed the business response and accept this resolution. 

  Business Response

  Date: 02/18/2025

  We would like to thank Mr. ********** for allowing us to respond.  Our records show that an application dated November 11, 2024 was received in our office which resulted in policy number ******** being issued. ************* called our office on December 22, 2024 to request the cancellation of his policy and was transferred to the correct department to handle his request.  The policy was removed from automatic bank draft to prevent his policy from being drafted while in the cancellation process and a cancellation form was sent to the email address on file to be completed, signed and returned to our office for processing. 
  
  We show this policy was cancelled and a refund of all premiums paid totaling $193.44 was credited to the bank account on file on January 23,2025.  Policy number ******** has been cancelled and no active coverage remains in effect for Mr. ********** with our Company.
  
  We hope to have resolved Mr. *********** concerns.   

• Initial Complaint

  Date:12/17/2024

  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.

  Trying to cancel policy - cannot get anyone on the phone - on hold for over an hour now

  Business Response

  Date: 12/31/2024

  16187567  We would like to thank ***** Sorrento for reaching out to us regarding this matter.  We show that she was able to contact our office on 12.17.2024 and request cancellation.  The policy was removed from bank draft and a cancellation form was mailed for signature.  We will accept this complaint in lieu of the cancellation form.  The policy will be surrendered for the cash value.  Funds will be released within 7 days.

• Initial Complaint

  Date:12/16/2024

  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 was called by American Income after completing an interest form in a will kit. Not only have I never received said will kit, I was hard-sold for over 2 hours to buy a life insurance plan I was not sure of and said I was not comfortable with. He (******* ******) promised to turn in my information and that AT ANY TIME I COULD CANCEL. Weeks later, another representative called and said that after underwriting review, the offer was for less than half of the application amount, at more than double the price. I said "no thank you". This individual then began to berate me for not wanting to "protect my loved ones from losing everything" and that "someone in my health should be grateful for such a good offer". I said no. Then no again, as the berating increased. Then absolutely not. Do not start a policy, do not bill me. Somehow, they got hold of my bank information and without my consent, charged me for the higher premium on.December 4, weeks after the NO answer! At the absolute worst time in my life for that to happen, they just reached into my account after my ABSOLUTE declination of said offered but REFUSED policy. Last week, I called and very politely but firmly requested the cancellation. I was then told they would not cancel without their company's form, having been hand signed by me. That person promised to send said form. Today, instead, I received a Welcome letter promising my "new policy" soon and claiming I had AUTHORIZED payment. I ABSOLUTELY DID **NOT** EVER authorize any payment on a policy I never ever wished to exist!To top it off, this firm used PRIVATE information used in the application form to TEXT with promised, unauthorized contact to a number of friends and relatives. I want that information wiped from their records, as well as my own. Inwant the refund of ALL funds made directly to me promptly, and I never want to be contacted again by anyone associated with this company.The ultimate insult? They MISSPELLED my last name. Not at all happy.

  Business Response

  Date: 01/07/2025

  ******** We appreciate ******** Delomont for bringing this matter to our attention.  As requested, the policy has been cancelled as of the date of issue. The refund of premiums was direct deposited to her bank account on December 18, 2024.  I have requested that the Will *** be sent to her by mail.  If she does not receive it within 7 business days, she should contact me at **********************************.

• Initial Complaint

  Date:12/16/2024

  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.

  This business is poor at communication. I've called and requested through my representative and customer service to cancel my policy. I lost my job at the beginning of the year and have not been able to secure another. I notified them of this and that I needed to cancel my policy. They're still charging me every month when it should've been canceled three months ago. This company is draining me of what little money I have left and has not called, emailed, or mailed anything. After looking further it came to my attention that the person I applied with over a video call set up the wrong info for me and my partner. They put down an address we don't live and a phone number that was never ours. I want the money back that should never have been taken out.

  Business Response

  Date: 02/17/2025

  We would like to thank Ms. ********** for allowing us to respond.  A review of all applications received for the customer and her partner shows the address on the applications corresponds with the address reported by the customer in her communication with the **********************.  The phone number provided on Ms. *********** application also corresponds with the phone number reported by the customer in her communication with the **********************.
  
  Our records show that Ms. ********** called our office on December 17, 2024 to request the cancellation of her coverage and a was transferred to the correct department to handle her call.  During the call Ms. ********** expressed concern regarding an amount of $6.63 that was being drafted from her account and requested to stop the draft.  A further review of our records shows that Ms. ********** requested to continue her accident only policy with a monthly bank draft premium of $6.63 in September of 2024 by returning our letter dated September 3, 2024, a completed bank authorization card and a personal voided check. 
  
  Based on Ms. *********** request we have cancelled the accident policy and a letter acknowledging the cancellation of her policy will be mailed to the address on file which she has confirmed as being her current address during her phone call with our office on December 17, 2024.  No coverage remains in effect with our Company for ****** **********.
  
  We hope to have addressed her concerns. 

• Initial Complaint

  Date:12/14/2024

  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 called American Income Life on 11/26 to cancel both of my whole life policies through them. I explained to their customer service that I would like everything cancelled. Their protocol is to send a letter by mail in 5-10 business days to cancel the policies to get my cash value back. It has now been 11 business days since *** called to cancel. In the mean time they have sent me bills for both of the policies I called to eliminate. Between the 2 policies I am owed a cash value of $7,402.63.On 12/11 they automatically charged our checking account $51.85 against my permission. I had to contact my financial institution to put a stop payment on our account.This ********************** has hounded and harassed my family and I over the last 14 years. Making unannounced or uninvited visits to our home. Also making at least weekly phone calls back to back to my cell/house phone number from random sales people numbers without ever leaving a ********** resolution I would like the $7,402.63 owed to me in cash value plus the $51.85 charged to my account without my permission. In total I am owed $7,454.48. I would like this paid immediately to me, and to never be contacted by this company again. Please help with this matter. Thank you.

  Business Response

  Date: 12/30/2024

  11021571, 12692946/47 We would like to thank ******** ***** for reaching out to our office regarding this matter.  According to our records, the insured called our office on November 26, 2024 and requested cancellation of both of his policies.  Those policies were removed from bank draft and changed to direct billing.  A cancellation authorization was mailed to his home address.  As of this date we have not received the signed authorization. As a courtesy we will use the complaint as his authorization for cancellation.  Please allow 7 business days for the release of funds.

  The draft for $51.85 for policy ******** issued to ****** *****,  The owner of this policy is ******** *****, and he can surrender this policy if that is his wish.  Please have Benjemen send an email to my attention with that request and it will be processed.  **********************************

  Customer Answer

  Date: 01/10/2025

  Hello, although American Income Life has contacted me.  I still have not received the cash value of my life insurance policies as of 1/10.  They claim to have sent the check on 12/30.  Please leave my claim open as of now.  Thank you.

  Business Response

  Date: 01/21/2025

  Our records show that the surrender value was processed on 12.30.2024.  Due to the holidays the insured should allow additional time for the checks to be received.

• Initial Complaint

  Date:12/13/2024

  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 trying to get a transfer of ownership with this company for months now. For starters the hold time to speak to someone is excessively long. I called back in June to have the transfer of ownership form to be sent to me. I waited for a month, never received it. I had to eventually reach out to an independent agent to have the form sent to me. Since they have received the form in October it still has not been processed, it is now December. The process is supposed to take only 3-5 business days. The first time I called about the form I was told it was received. I waited the processing time and called back. I was told at first that they didn't have the form, but it was eventually located, and I was told it was still processing. I waited and called back the next time I was told that the form was there but had not been completed and an email was sent to me regarding the account number listed on the form which I ***lied to. I was told by that *** that she would forward it over and have it processed. A week later I called back in and was told that the form was never forwarded over because I needed to submit a new form. I waited a couple of days and called back because I had a different inquiry and was told that the transfer of ownership had been completed. Called again today because I didn't trust the agent's information and was told again that I wasn't the owner. This company has poor customer service, long wait times. If you need something done with your account, you will have to contact them numerous times just to make sure the task was actually complete. I have 4 insurance policies with them, and this is not the first time I have experienced this issue

  Business Response

  Date: 12/30/2024

  ********/33 We appreciate ******* ****** reaching out to us regarding this matter.  The original ownership form we received was for policy ******** which is Whole Life coverage issued to ******* ****** and for which she was the owner. ON December 20, 2024 we received the corrected ownership change form for policy ******** issued to ***** *****. 

  ******* is the new owner of policy ********.  A letter of confirmation was mailed on December 27, 2024.

• Initial Complaint

  Date:12/13/2024

  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.

  On February 28th, 2024, I spoke with ***** ***** over email about the services provided by the company. I told ***** I wanted to cancel services. She told me she would do that.I have been charged every single month since. I've tried emailing *****. I've tried calling the business directly. I was on hold for 3 hours total and the business disconnected the line. I'm at my last option besides legal consequences. I want to be refunded for every payment back to February 28th, 2024. ***** ***** #IS318 Email used: ************************* Phone number: ************ ******* last reply was June 25th, 2024.I called

  Business Response

  Date: 12/30/2024

  18859858/59/60 we appreciate ******* ***** reaching out to our office regarding this matter.  The application completed on July 21, 2023 resulted in 3 policies being issued to provide the coverage requested.  When we received the completed cancellation form, it only contained policy number 18859859.  The remaining policies stayed in force and have continued to draft.  ********** will cancel those policies as of December 21, 2023 to coincide when the coverage was cancelled on the first policy.  Please allow 7 business days for the funds to be released.

  Customer Answer

  Date: 12/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/09/2024

  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.

  I have canceled my policies several times and sent them the form with policy cancellation I have 8 policies which they kept sending out an agent to update our policies which they didnt say we had that many policies, we have been dealing with this since September cancellation and they send out billing for us to pay and they s taken from our policies to pay the policy which has been cancelled, again I received bill and I called again and they said they only received one form with my policies and my name on first few lines and my birthday but some lines I had put. under my name and they couldnt figure out that was repeat of my name I want my policy want all of my money even the money that they took out to pay for the policy that I have canceled several times

  Business Response

  Date: 12/11/2024

  ********, ******** We would like to thank ***** ****** for reaching our to our office.  Policies 53564627/28 and 9556243/44 were cancelled in September 2024.  Policies ******** and ******** were not.  We will have these policies cancelled as of the September due date and the unearned premiums will be refunded  Please allow 7 business days for the release of funds.

• Initial Complaint

  Date:12/08/2024

  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.

  The agent that reached out to us told us that our family members had put us on their policy and we needed to do a zoom call to go over benefits for if we needed to even make a claim. Was never once mentioned that we would be filling out forms or signing up for a policy through ***. She lied on the documents and changed me and fianc height and weight. Put on the paperwork that we were in the state of ***** when we signed paperwork when we were at our home in ******** on a zoom call with her. We were never asked if thats what we wanted, she told us to sign the paperwork with docusign and when home office called to tell them we were in ***** when we signed. The next day when I reached out to AIL they advised me to reach back out to the agent and have her cancel the application so me and my fiance both reached out to her over text, which is attached. We were then put in a group message where she proceeded to try to scare and bully us into keeping the policy, tell us that she made a mistake letting us make the decision about what price point we needed for the policy, started bring my baby into it and asking, what would happen to him if we died?, and then continued on to say that if we cant afford it we just need to say that instead of saying we werent informed. It is beyond unprofessional to first of all lie on paperwork and then to bring my 5 month old child into her scare tactic. It is nowhere near okay for her to ask us questions about what would happen if one of us died let alone make us feel bad for canceling a policy we never needed just because of our baby. For her to continually go back and forth with me trying to make me feel bad and then become hateful and rude when she finally agrees to cancel. I have been informed by family and friends that we put on the application that they are now being contacted by her a month after we told her to cancel the policy and end contact with us. I have highlighted the messages attached that she sent to us.

  Business Response

  Date: 12/27/2024

  19934949/50/51 We would like to thank ******* ******* for bringing this matter to our attention.  Copies of the text messages have been forwarded to her management team so they can be reviewed with the agent, and additional training/counseling offered.  Your applications were cancelled and I do not see any that any premiums were drafted.  Please let me know if I can be of further assistance. **********************************

• Initial Complaint

  Date:12/06/2024

  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 canceled four policies with American income life three times each time until the last telling me it is canceled. The last time I tried to cancel on 12/06/2024 they said I didn't send cancelation papers, which I was never told about, and they have refused to send the cancelation papers to myself or to my daughter's. I did cancel my direct withdrawal from my bank account the last time when they said it was canceled. They never sent me an email or a bill and turned me and my daughter in for collection

  Customer Answer

  Date: 12/09/2024

  The complaint with American income life has been resolved.  Thank you