ComplaintsforAmerican Amicable Life Insurance Company of Texas

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were contacted back in October of last year about a life insurance policy to help my wife pay for our home in the event of my death. We have been charged ***** a month since and never recieved a policy package in the the mail. We have to clue who she would contact in the event of my death to collect on the claim because all we have received is the document online I'm uploading. We called the number back several time to get a refund only to get no answer or call back.

  

  Business response

  07/03/2024

  ****************** applied for and was issued a 30 Year $130,000 Home Protector term life insurance policy that was issued 10/23/2023. The writing agent was ***************************.  The original policy package was mailed on 10/23/23 directly to ****************** to his address at **************************************. The policy is set up on automatic bank draft for the 23rd of every month for $64.70. Attached is a copy of the e-signed life insurance application with related forms which also provides the email address, IP address,date, and time of when your e- signature was obtained for your review.  

  Customer response

  07/04/2024

  Complaint: 21930338
  
  I am rejecting this response because:
  I have not recieved anything in the mail regarding my policy and would very much like it canceled and my money refunded for the reasons previously stated. We have never had any issue not getting our mail so I feel like it was not sent. A policy package would have made me not as skeptical about this plan but not recieveing the policy package with details of my policy in the mail or receiving phone calls back after calling about this I feel scammed.
  Regards,
  
  *****************************

  

  Business response

  07/05/2024

  We regret your decision to cancel your policy as it provides valuable protection and security.  However, before the cancellation can be processed, it will be necessary for you to complete and sign the Policy Cancellation Request form that is attached to this email.  Please also state on the form you are requesting refund for the premium.
  
  If you need immediate assistance, you may also contact a representative in our **************************** at **************. We are available Monday through Friday, 8:00am-4:00 pm Central Standard Time.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I talked to a agent's about insurance I never opted for or agreed to get insurance he ask me for bnk info I gave him a account with no money in it I told him I had to talk to my spouse A month later its confirmed they debt the account sent to over draft then started an insurance account with out my permission

  

  Business response

  04/17/2024

  Hello,
  
  ****************** called in to Client Experience at 2:51pm on 4/12 and the cancellation was processed. The draft was sent to the bank on 3/20 and returned to us on 4/3 as Not Auth.  Cancellation was processed 4/14 and a confirmation letter was sent to ******************. After further review of the call placed into Client Experience on 4/12, there was never a mention of the draft or to stop the draft, so we are not responsible for the overdraft fee. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was a customer since 2007. At the time ********************** Fedelity was sold to me as part of the life insurance and cancer insurance though American Amicable. In 2013, changed employment and was autopaying though bank account. During ********, 2020 there was a change in how my policy was billed. Not thinking anything of it and kept getting a bill from Amercan Fidelity that was spit into two seperate bills and still had automatic payments though bank which covered the bills. I decided to cancel the policy in November of 2023. Noticed that I was still being charged the same two fees every month since November. Found out that American Amicable had been auto withdrawing and additional payment with the exact amounts I was paying already to American Fedelity since December of 2020. In other words, I was double being charged double. I received no billing from American Amicable nor any confirmation of the policy they were charging me for. Never gave permission for paperless statements and never gave permission to auto draw from my account. In addition, no email or letter was ever sent from American Amicable with American Amicable letterhead of any seperate billing. The only paperwork I ever got was on American Fidelity letterhead.

  

  Business response

  04/11/2024

  ********************** applied for and was issued a 20 Year $125,000 Home Certainty term life insurance policy that was issued 12/9/2020. The writing agent was ***********************.  The original policy package was mailed on 12/16/20 directly to ********************** to his address at *****************************************************. The policy is set up on automatic bank draft for the 17th of every month for $98.12. We have no affiliation with American Fedelity, so we are unclear who they are. Attached is a copy of the e-signed life insurance application with related forms which also provides the email address, IP address, date, and time of when your e- signature was obtained for your review.  

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and formally request that the policies in question be CANCELLED.  I will expect that no payments to these policies be pulled from any of my bank accounts.
  
  Regards,
  
  *****************************

  Customer response

  06/17/2024

  Complaint: 21554877
  
  I am rejecting this response because:
  Entered complaint in April against American Aplicable insurance pulling funds and requested in resolution to cancel all policies. In April I recieved a cancellation to non payment recieved a bill canceling policies. But they are still pulled out for the month of April. After the money was pulled, I sent a email though the customer service at ********************** of the charge. They just pulled out another months charge. I would like to have the last two months refunded as well as a letter confirming policies are cancelled and that there is no more money that will be withdrawing from my bank account. They have already taken over $6000 dollars over the last 5 years and would have continued to do so if I did not cancel the policy I thought they represented, American Fedelity which they do not represent, but use a name that can easily be thought to be a change in company name. All I am asking for is the money they took out of my account for the last two months, no further withdrawals from my account, and a letter stating that ALL THE POLICIES WITH AMERICAN AMICABLE INSURANCE HAVE BEEN CANCELLED (April and May 2024) if anither withdrawal comes out from my bank, there will be a formal complaint to the Texas Department of Insurance.
  Regards,
  
  *****************************

  

  Business response

  06/18/2024

  Hello, 
  
  We regret your decision to cancel your policy as it provides valuable protection and security.  However, I am showing you are not the owner of this policy. Before the cancellation can be processed, it will be necessary for the owner of the policy which is *****************************, to complete and sign the Policy Cancellation Request form that is attached to this email.  
            
  If you need immediate assistance, you may also contact a representative in our **************************** at **************. We are available Monday through Friday, 8:00am-4:00 pm **************** Time.
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am going on my 3rd life insurance payment of ******. I had asked for a copy of my life insurance policy for my files twice. Its going on month 3. ******* who sold me the policy said it would start in march 2024, but my first payment came out in February. I called two weeks ago and I felt like the person answering just listened without interaction and then hung up. I either want my policy or my 2 months of ****** returned.

  

  Business response

  04/10/2024

  We were unaware **************** had not received his policy until we were contacted on April 1.  We have ordered another copy of the policy to be mailed to **************** today.  The policy will be coming from **** **, and be sent to **************** via *****

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  POLICY # : *********** OR POLICY ********** *************************** ********************************************************************* *************************** ************ I purchased what I was described to be a whole life ins policy . Ive contacted the agent ******************************* ************ A very polite gentlemen. No complaints towards him at all I have informed him of my address change and updated payment method & to revert back to the original policy increase as *** moved and settled in.I was assured this would be done However previous old address is still in the policy and no payment has been withdrawn as of 3/9/24 I need to see why no changes has been updated and no payment withdrawn from my payment method I need to have BBB see what has happened I created an online account with this *********** and current status shows not active???Waiting on a reply Thank you *************************** 3/9/24 Cc File ***********

  

  Business response

  03/11/2024

  Policy ********** was issued January 5, 2024, and the pre-note was returned by the bank marked no account,unable to locate.  Enclosed is a copy of the letter advising of this.  On December 19, 2023, we received an email from the writing agent ******************************* to redate the policy to February 4, 2024. This was processed and confirmation was mailed.  Enclosed is a copy of our letter confirmation.  We have not been advised of a new address for this policy.  When no payment was received for the February 4, 2024, within the 30 days grace ******* the policy terminated.
  
  Policy ********** was issued March 2, 2024, and the pre-note was again returned by the bank marked no account, unable to locate.  Enclosed is a copy of the letter advising of this.  On this policy, we were not advised by the agent of a new address. We have corrected the address on our record and sending another bill to that new address.

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

   

  Please note I have never had a bank account. The Direct Express card was provided at the time I purchasedthe policy. Thus explains why no bank account found and returned. On 2/3/24 I updated Direct Express

  I reached out to my Ins agent who requested the policy is redacted to 2/1/24 . My auto payment never was exercised by American Amicable Ins

  Today 3/11/24 ******* reached out and my info & card are on file and updated and now correct. As I had moved. The new address is now current in my policy.  A payment was made today as I had entered the initial policy #
  
  I had the policy changed. Now the change is in force

  I furthermore appreciate that this ****** as is known to have  a very high ranking: thus no complaint and issue resolved. I apologize on my behalf as was my error.

  Thank you

   ***************************

  3/11/24

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They are money being taken out of our checking account with our my or my husband's permission.Of the amount of $67.76 I not for sure for how long I would like a refund for my money back to my acct and when I contacted them all they wanted was my checking information,acct number, routing number and that all I could get out of them my husband's name is ************************* mine is *************************** and we didn't give permission to take that out please help me resolve this issue I've got the dates from my bank it started on 09/01/23 till 03/01/24

  

  Business response

  03/11/2024

  On August 16, 2023, ************************* applied for and was issued a $10,000  Golden Solution whole life insurance policy that was issued September 3, 2023.  ****************** completed the application process over the phone with the writing agent *********************.  We have attached the voice signature recording of ****************** authorizing the policy and draft to his bank account. We have also attached a copy of the mailing page of the policy contract which shows the policy contract was mailed directly to him.
  
  If ****************** has any questions regarding his policy, he can contact our office toll free ************** and one of our CSR's will be able to help him after confirming his personal information.  We are available Monday through Friday,8:00am-4:00 pm Central Standard Time.

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

  Yes I would like a copy of my husband's policy and beneficiary information he has dementia and does not recall this mail to: *************************** ***************************************************************************** 41472

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive practices. I requested a specific policy and was quoted a price that would never increase. When I received my insurance documentation it was for something different and the price was going to jump up from 50 plus dollars to thousands a month. I contacted the agency and was told my policy would be cancelled and I would get a refund. However this company has a history of taking advantage of people including accessing their bank accounts etc. I want to make sure my information is safe and they will delete my profile after my money is refunded. I was told they could not provide me a confirmation that they cancelled my account. I find that suspicious.

  

  Business response

  02/20/2024

  Our records indicate on February 6, 2024, ************** applied for and was issued a $90,000 10 Year Term Made Simple Level Term Life Ins plan which includes Chronic Illness Accelerated Death Benefit Rider, Accelerated Benefits ******************** and Terminal Illness Accelerated Death Benefit Rider with a premium of $58.39. Attached is a copy of the e-signed life insurance application with related forms which also provides the phone number, IP address, date, and time of when the e- signature was obtained. 
  
  This policy has been cancelled as of the original issued date per Mr. ****** phone call we received February 19, 2024.  Attached is a copy of the letter that has been mailed confirming the cancellation and when the refund will be sent to the account in which it was drafted.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint pertains to significant issues I have encountered while attempting to file a claim and manage my policy with this company.On January 29th, I contacted an agent from American Amicable Group to launch a claim as per the terms of my policy. Despite me providing all of the requested information, the agent failed to initiate the claim process as requested. Furthermore, the agent provided misleading information regarding the timeline for document submission related to the claim. I was assured that I would receive necessary documents to sign within 1-3 days. However, a week passed without any communication or document delivery from the company. Upon checking my policy status online on Monday morning, to my shock I discovered that the policy had been terminated without warning or explanation.Upon contacting the company again, I was informed that there was no record of a claim being initiated on January 29th. The agent suggested that the claim might not have been considered eligible by that agent, despite my mother experiencing a critical illness on December 12th, well before the policy payment due date. The new agent filled out my claim and then promptly requested payment for the premium, without providing any clarification on the status of the claim or addressing the policy termination. The policy is currently terminated, as they are asking my critically ill mother who is incapacitated to apply for "re-instatment" of her policy. They have deliberately glossed over the notion that when someone dies or is critically incapacitated, their policies will lapse in due time.The failure to launch the claim and the lack of transparency regarding the premium payment status have directly resulted in the lapse of the policy. It is unconscionable for the company to demand payment from individuals who are dealing with incapacitation or death, rendering them incapable of managing premium payments.

  

  Business response

  03/01/2024

  To whom it may concern:
  
  Our records indicate the insured applied for and was issued a policy in the amount of $100,000 in July 2023. Our office received notice of the insureds critical illness on February 5,2024 after the policy had lapsed due to non-payment of premiums.  Policy ********** was only paid to December 5, 2023 when it terminated.  In our policy administration system, policies terminate when the premiums are 60 days past due.  The extended 60-day grace ****** on ******************** policy expired on February 4, 2024. However, as per the information received, given the loss occurred within the grace ****** on December 12, 2023, the claim should have been promptly set-up.  We have reached out to **************, in his capacity of POA over ************************* and sent our acknowledgement of the claim along with the claim forms and required proofs to file a claim under the Chronic Illness benefit rider. 
  
  Per information received the loss occurred in December 2023 during the 2-year contestable ****** of the policy contract.   Our procedures are to investigate all losses that occur during this ****** regardless of the amount of insurance.  This is accomplished by obtaining medical documentation for verification of health history prior to application for insurance.  Once this information is received a decision will be made on the claim for benefits.  Cooperation from the beneficiary is greatly appreciated to avoid delays.  We will make every effort to expedite the decision upon receipt of the records.
  
  Please contact us if you have any questions, or if we may be of further assistance.  Our toll-free number is ***********************.  We are glad to be of service.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  $94.42 was drafted off my account by ********************, meanwhile I never solicited for insurance coverage or needed one, I never talked to any agent or given a policy booklet to that effect. I feel this company is unduly taking advantage of innocent people out there and should be investigated. Worst still no company phone to reach anyone. Please our hard earn dollars should not be stolen in broad day light and nothing is done. Uc

  

  Business response

  02/12/2024

  This is a life insurance policy for ************************* in which *************** is the policy owner and payor of the policy.  This is a $15,000 Dignity Solution whole life insurance policy that was applied for on June 29, 2023, with the writing agent *************************************.
  
  Attached is a copy of the e-signed life insurance footprint which provides the email address, IP address,date, and time of when your e- signature and Ms. *********** signature was obtained for your review.  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have taken $88 ** for over a year from my account. I have no policy paperwork or account # and do not remember ever contacting them. They never answer the phone or my email

  

  Business response

  02/05/2024

  On May 10, 2022, **************** applied for a $13,200 Dignity Solution Immediate Death Benefit Whole Life insurance policy. After review by our ************************ we were unable to approve the Immediate Death Benefit based on information provided by a pharmaceutical database, but we were able to offer the Return of Premium graded death benefit with a reduced coverage of $8,559. The policy was issued May 10, 2022.  Attached is a copy of the e-signed life insurance application with related forms which also provides the email address, IP address, date, and time of when **************** e-signature was obtained for your review.
  
  We are unclear who or where **************** has been calling or emailing as we have no record of him contact our office.  We would be happy to answer any questions regarding his policy.  He can contact our office toll free ************** and one of our CSR's will be able to help after confirming his personal information.  We are available Monday through Friday, 8:00am-4:00 pm Central Standard Time.

  Customer response

  02/05/2024

  Complaint: 21233193
  
  I am rejecting this response because:
  No documents , still no answer to their phone, automated says 30min to hr wait.

  I already have 2 policies and would not have opted for this amount of $88 mo for $13000 of ins. 

  this is a scam and i want my money they have taken for nearly 2 yrs returned
  Regards,
  
  ***************************

  

  Business response

  03/18/2024

  On 2/5/2024, **************** spoke with our Client Experience Manager who sent **************** a copy of the cancellation form that is needed to cancel the policy. We have yet to receive the completed form back from ****************. A copy is attached to this response.

*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. ↩