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:12/06/2024

  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.

  Date: 09/30/2024 Agent Name: ******* ******* Via phone call, I was contacted by ******* who proceeded to inform me of additional benefits included in my current coverage for a higher payout in the case of accidental death. She said they wanted to know if I was interested in activating those benefits. I said yes, assuming if they were already included that I didnt have to pay. But after signing the application and going through health screening, I was contacted again by another agent who used the same language, saying it was included and that I just had to approve it. I said yes and they then started telling me how much more my monthly premium would be. This is when I noticed they were actually selling me products rather than just informing and activating them. I declined and stated that I was offended of their tactic and wanted to cancel my policy. They told me that I had to contact my agent which I did on March 11 2024 but only after incessantly calling did she reply that she was in a meeting and would call me back. She never did and I have still not been able to reach anyone at the business to cancel my policy but they continue to attempt to bill me for a policy that I dont want anymore.

  Business Response

  Date: 12/27/2024

  We appreciate ***** ******** reaching out to our office regarding this matter.  It is currently under review and we anticipate providing a response shortly.

  Customer Answer

  Date: 12/27/2024

  I have reviewed the business response and accept this resolution. They finally contacted me and closed my account. But the agent should still be held accountable for lack of response on the matter. 

• Initial Complaint

  Date:12/06/2024

  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.

  A few years ago, my *********** got life insurance policies from American Income Life after talking with a ***resentative for close to three hours on Zoom. After paying for a few years, we decided we no longer could afford the premiums & did not need the policies because we had other ones through another company. In August 2024, I called customer service to cancel all policies. We had signed up for the policies together, & the premiums were coming out of my bank account via automatic withdrawal. I was told that I had to fill out a form that the *** in the phone sent to ******** assured me that nothing else would be taken out of my account. In September, I saw that an amount (about half of the previous premium) had been withdrawn from ***. Due to illness and Hurricane issues, I was unable to contact AIL customer service until Nov 22, 2024. I called that day, & a *** said that it was withdrawn because my husband had a remaining account that he had to fill out the form for. She also assured me that all auto withdrawals were cancelled. He filled out the form with the account number given by the ***, I sent it in, and then magically another withdrawal from my account came out again, but this time about $60 less than the previous. I called today, and the *** said it was because my husband didnt put his three other accounts on the form. These accounts were never mentioned, and we did not know they existed. They not only said they cancelled all automatic withdrawals before the forms were sent ( and proceeded to withdraw money), but they also continue to add accounts that were never mentioned. Also, the first time nothing was mentioned about the *** having to speak directly to my husband whose full info I gave including his ssn. However, the second time, the lady said it was protocol that they couldnt cancel the bank withdrawal without my husband speaking directly on the phone. I asked for a refund of that last months withdrawal & was told it wasnt going to happen.

  Business Response

  Date: 12/27/2024

  Our office is currently reviewing this matter and will provide a response shortly.

  Customer Answer

  Date: 12/28/2024

  I am rejecting this response because:   It does not resolve my issue. It is a brief update and not an actual resolution. 

  Business Response

  Date: 01/02/2025

  17455253  We would like to thank ******* ******** for reaching out to our office regarding this matter.  We now show that the policy issued to ******* ******** has been surrendered. The surrender value was processed on December 19, 2024 and was released by check.
  

  Customer Answer

  Date: 01/02/2025

  I am rejecting this response because:   As of today, January 2, 2025, we have received two bills from AIL and no check. This does not address the issue mentioned.

  Business Response

  Date: 02/14/2025

  17455253   According to our records the surrender check was released on December 19, 2024.  This check cleared our account on January 22, 2025.  The check was payable to ******* ******** and mailed to ***************************************************************

  Customer Answer

  Date: 02/14/2025

  I am rejecting this response because:   
  The surrender check was received but that was not the issue complained about here. I was wrongfully charged for a policy that I was told was cancelled,  and I have stated multiple times I wanted that amount refunded back to me. The surrender check has nothing to do with that and is a much smaller amount anyway.

  Business Response

  Date: 02/19/2025

  Policy(s) were issued as applied for in 2021.  Policy(s) was surrendered upon request and receipt of signed authorization.  There is no basis for a refund of premiums.  While the policy(s) was in force the insured had the security of coverage.  The surrender amount is correct.

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:   
  I was told the policy was cancelled over a month prior when I called and cancelled over the phone. I was assured it was cancelled and that all automatic withdrawals were halted, and a premium after the cancellation was still charged to my account. 

• Initial Complaint

  Date:12/06/2024

  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 am writing to express my concern and dissatisfaction regarding the policy I took out for myself and my family. I recently attempted to place a claim with the assistance of your staff, only to be informed that my family was not covered under the policy. This is in direct contradiction to the information I was provided when I initially took out the policy, where I was assured that it would cover both myself and my family. This discrepancy constitutes a clear case of misrepresentation, and I find it unacceptable. The policy cost $136 per month and I have tried many times to work with them and have been getting the run around with service and with my request to cancel and get a refund. I took this our in July 2024.

  Business Response

  Date: 12/27/2024

  19650951 ********** would like to thank ****** ***** for reaching out to us regarding this matter.  We are currently reviewing and will provide a response shortly.

• Initial Complaint

  Date:12/05/2024

  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 purchased an accident policy for my mom in 2023 because she had to be on a ventilator the last year of her life and it was difficult to navigate and she was already a falling risk. It would be hard to be more than 3 feet away from her without worrying, despite having a ******.Unfortunately she passed October 2023. I informed all banks and carriers of insurance. AI Life continuted to charge my card until I finally got them to stop August of 2024. The assured me they would refund all post mortem premiums. In Sept and Oct, after not receiving anything, they claimed to have sent a check in my mom's name (even after providing a death certificate to them) and mailed it to my mom's home, which had been sold earlier in the year. After emailing multiple times, another agent claimed I never gave my contact mailing info. After giving it again, I was told Nov 12 that they were issuing a check to me, to allow 10 business days. Well, Dec. 5th and nothing. Don't buy from AI Life or parent company Globe Life. This must indicate how they avoid paying claims if they can't refund me $290. Copy of last email:---- On Fri, 15 Nov 2024 06:48:17 ***** GMBX POS **************** wrote ---Hello,As of 11/12/24 we did resend your request to the claims examiner to reprocess and release the funds. Please allow 10 business days to finalize.Thank you ******* ******** CSR, **************** | ********************** / National Income Life o: ************** | d: ************** | f: ************** **********, **********

  Business Response

  Date: 12/27/2024

  18668855 We appreciate ********* ****** for reaching out to us about this matter.  According to our records, the initial refund check was mailed to an incorrect address.  The check was reissued on December 8, 2024 and cleared our account on December 24, 2024.

• Initial Complaint

  Date:12/05/2024

  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.

  The Problem is this Insurance Company refuses to *************************************** is on Strike. As of today ******************** refuses to do anything until the Strike is over as of today. The lying started on December ****** and changes every person you talk with. Employees state You can send in a dispute. I have done that December 2,3 and 4, 2024 all in writing (email) with zero response with proof they received it. I have been waiting for three days for a Manager to call me ******* is very disturbing that the executive management choses to hold beneficiaries money. My mother in laws policy was for over $17,000.Lets say they are holding cheques of 12 Canadians 12 x $17,000=$204,000 of Canadians money remaining in American Income Life.I believe this to be a low and very conservative number.The money is urgently needed and they are aware of that.

  Business Response

  Date: 12/27/2024

  Our office is currently reviewing this matter and will provide a response shortly.

• Initial Complaint

  Date:12/04/2024

  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 been trying to surrender my whole life policy. I have called on three separate occasions. The first call, I was on hold for 30 min and they hung up on me. The second call, I was on hold for 60 min and they hung up on me. The third call, I was on hold for an hour and 20min. I spoke with a woman who told me We are not licensed in your state. (But they have been taking $119 out of my account every month for years.) Then she also put me on hold. I also completed an online form to request to speak with a representative and I have never been contacted. I have been unable to speak with anybody that is willing or able to process my request.

  Business Response

  Date: 12/27/2024

  ********, ******** We would like to thank ****** *********** for reaching out to our office regarding this matter.  Our records show that she called the office on December 2nd and 4th requesting cancellation of the policies.  An authorization form was mailed to her for completion.  We do not show that it has been received.  We will use this complaint as our authorization to surrender policies ******** and ********.  Please allow 7 business days for the funds to be released.

• Initial Complaint

  Date:12/04/2024

  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.

  On October 23rd I contacted *** to cancel/cash out my 5 policies. I faxed the required documents that the *** asked me to do. I hadn't heard anything, so I called about 2 weeks later. I was told my requested wasn't actually processed until Oct 28th. I was told it would take about 10 business days to get my check. I have called twice and was told my request was "processing". It is Dec 4th and I still haven't received my check. I don't know why, and cant get any answers. I feel its been long enough, and I should have my check by now.

  Business Response

  Date: 12/26/2024

  Our office would like to thank ***** ******* for reaching out to our office regarding this matter.  Our records shows the following policies were cancelled as requested upon receipt of the completed cancellation form (December 15, 2024) for policies  *******, ********, ********, 3473138.  Surrender checks were issued on Policy ******* ******* and were released on December 22, 2024.  Policy  3473138******** did not have cash value.

  Policy ******** was not surrendered.  I will have that policy surrendered now as of the requested date.  Please allow 7 business days for the release of funds.

• Initial Complaint

  Date:12/03/2024

  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.

  Every year the company calls multiple times from so many different phone numbers. I have never had ANY insurance policy that requires so many phone calls. I have asked them to email or mail any necessary policy information to which they never do. I receive text messages and when I say I want to cancel my policy they never respond. One year I was told I had to change my policy and I said no, I would rather cancel. They talked me into staying and cutting a couple of items from my policy to save some money. Now I want to cancel my policies for good but it sounds like that will require a very long phone call. I tried to call on my break and the estimated wait time was over 30 minutes. I just want to cancel and be done with this company!

  Business Response

  Date: 12/26/2024

  ********/66 We would like to thank ***** ******** for reaching out to us regarding this matter.  According to our records the policies have been cancelled.  Cash value for policy ******** was released by check on 12.15.2024.  We have requested that the office thru which she purchased the policy removed her contact information.  Should she continue to receive calls, please contact m at **********************************

• Initial Complaint

  Date:12/03/2024

  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 contacted the company to request a cash out for the policy. I was told I would receive the form electronically within 72 hours, but I have not received it. Repeated calls to the company have resulted in hours of hold time. I need the form and have no one to discuss this matter with at the company. The form should be available online. If not by phone, I should be able to communicate with the company via chat. Poor business practices appear to be consistent.

  Business Response

  Date: 12/31/2024

  We would like to thank ****** ******** for reaching out to our office.  We did not locate a policy using the name or address provided.  If she could forward the policy number or the name on the policy we would be able to offer more assistance.  **********************************

  Customer Answer

  Date: 01/02/2025

  I am rejecting this response because: In November, I elected to cancel an insurance policy taken out for my daughter in 2004- 20 years ago with American Income Insurance Company. I contacted the office and asked for the necessary form. I did not receive it despite emails and phone calls. I filed a complaint with BBB ******** because I could not get a form to cancel. I also requested that the written policy for cancellation be provided as the procedures and policy are not on the American Income Insurance website, nor was I able to speak to a representative despite numerous calls and waiting over an hour on the phone. I did receive the form and recently a check. I paid ***** dollars over 20 years. However, I received ******, 41.5 % of what I paid. There was no explanation for the check amount. Calls to the center are unanswered. The policy and procedures should be available to consumers. I want BBB to assist me in receiving the ******* balance that I am due. I would also like the cancellation policy and procedures provided to all consumers and me. More importantly, how does this company continue to have an A+ rating with these business practices? Please respond to **********************.
    
  Refund 

  Customer Answer

  Date: 01/02/2025

   I would like to update my initial complaint.  American Income Life Insurance Policy 7703534

  In November, I elected to cancel an insurance policy taken out for my daughter in 2004- 20 years ago with American Income Insurance Company. I contacted the office and asked for the necessary form. I did not receive it despite emails and phone calls. I filed a complaint with BBB ******** because I could not get a form to cancel. I also requested that the written policy for cancellation be provided as the procedures and policy are not on the American Income Insurance website, nor was I able to speak to a representative despite numerous calls and waiting over an hour on the phone.

  I did receive the form and recently a check. I paid ***** dollars over 20 years. However, I received ******, 41.5 % of what I paid. There was no explanation for the check amount. Calls to the center are unanswered. The policy and procedures should be available to consumers. I want BBB to assist me in receiving the ******* balance that I am due. I would also like the cancellation policy and procedures provided to all consumers and me. More importantly, how does this company continue to have an A+ rating with these business practices? Please respond to **********************.

  Business Response

  Date: 01/07/2025

  We previously requested that  the complainant provide a policy number or name on the policy.  If the policy was on the daughter, please provide the daughters name.

  Customer Answer

  Date: 01/07/2025

  The company was provided a copy of the attached form without redactions. 

• Initial Complaint

  Date:11/25/2024

  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 paid $479.80 over 4 months for a life insurance policy for $10,000. Policy was for whole life. Agent **** ****** did not disclose to me that policy was a 'step' policy and wouldn't pay full amount until 4 yrs. After death. I am 73 years old and was taken advantage of. I want my money back from ***. I have called this business numerous times and filled out their form for reimbursement with no response or resolution or my refund! They are AIL American Income Life Insurance in ***********. Their number is ************. Also no one there seems to have a last name. My policy ran from July- Oct. 2024 and every month $119.95 was automatically deducted from my account. I put a stop payment on my account and even after I did this they tried to withdraw money. This was After I canceled the policy. Policy number is #********. Can you.please help get my money back? ***** ***** ***************************************************************************************; ************

  Business Response

  Date: 12/11/2024

  19684304 We would like to thank ***** ***** for reaching out to our office regarding this matter.  The policy was issued as requested.  The terms of the policy are found on Page 3 of the policy.  Had the terms of the policy not been acceptable the policy could have been returned for a full refund of premiums within that period.  ********** will refund the last two premiums drafted in September and October 2024.  Please allow 7 days for the release of funds.