ComplaintsforAmerican Amicable Life Insurance Company of Texas

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was talked into purchasing a life insurance policy with a company named American Amicable by a woman who came to our office with Afflac. She also sells life insurance on the side. I was told the life insurance I was pu7rchasing would be coming from my taxes via a government program. It is not. It is directly coming from my paycheck. She would not answer my questions about the policy and was very vague. I finally found their website and entered my policy number and found that I am paying ****** a month for a life insurance policy that only accrues to ****** upon death. I am paying this person, *************************** $80.00 a month to manage the account. I am paying more per year for a 'life insurance policy.' that will be worth less that n what I paid into it. I would like this company and the agent who signed me up to be held accountable, and I would like all of my money returned.

  

  Business response

  02/05/2024

  On June 16, 2023, ****************** applied for a $35,444 Encore I Modified Whole Life insurance policy with the Flexible Premium Fixed Deferred Annuity Rider with a payment of $192.40 being received from her payroll. The policy was issued July 1, 2023. 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 Ms. ******** e-signature was obtained for your review. The Statement of Understanding ****************** initialed and signed provided a clear break down of how the policy works. All application documents, including the Statement of Understanding, would have been emailed to ****************** and review required before her signature would have been captured. 
  
  We have also attached a copy of the policy contract that was mailed directly to ****************** on June 26, 2023.  The policy came with a 30-day free look period.  Had she not been satisfied with the policy for any reason, she could have returned it within 30 days of receiving it and the policy would have been cancelled as of the issue date and any premiums received would have been refunded.  She did not exercise this option; therefore, a full refund of premiums is not due.
  
  We regret Ms. ******** decision to cancel her policy as it provides valuable protection and security.  However, before the cancellation can be processed, it will be necessary for her to complete and sign the Policy Cancellation Request form that is attached to this email and contact her payroll to stop deductions.
  
  If you have any other questions please let us know.

  Customer response

  02/05/2024

  Complaint: 21228807
  
  I am rejecting this response because: I did not receive a policy in the mail. I moved 3 months prior, and it is possible that it did not arrive to the correct address.

  I also was told that this policy would be free to me and be taken from my taxes, essentially costing me nothing out of pocket. I was also not informed that there would be an $80.00 a month agent fee associated with the policy payments bringing my monthly payments to ****** a month as you can see on my payroll PDF above.

  I would like to cancel, but would at least like a portion of the policy or fees refunded. 

  Thank you so much for your consideration.

  Best Regards,
  
  ***************************

  

  Business response

  02/07/2024

  The policy contract was mailed to the address provided on the application that was signed by ***************** and was not returned to us by the Postal Service.  The application also indicated the premium to be $192.40 which is what we are receiving from her payroll.  We have nothing to do with her taxes so we cannot speak regarding that.  We are also not receiving the $80 monthly fee that is referred to in the complaint. ****************** would need to contact her payroll to see where they are sending those funds because they are not coming to us.
  
  We regret her decision to cancel her life insurance policy as it has been providing her with valuable life insurance protection since July 1, 2023.  Had a valid claim been submitted to our office the Company would have been obligated to pay the policy benefits to the designated beneficiary. Therefore, a full refund is not due.

  Customer response

  02/09/2024

  Complaint: 21228807
  
  I am rejecting this response because:

  On June 12th, an Aflac representative came to my employers office to sign us up for additional benefits. On that day, she offered a 'program' in addition to Aflac that she stated was free to all employees. It was described by her as a supplemental program offered by the government that would be no charge to us. I had several questions about how the program worked and how it would benefit us. She said again it was a program offered through the government that would come out pre-tax so that there would be no reduction in pay. She also stated that since it was a government funded program, that any money taken out pre tax would not be owed back to the government at the end of the year. She was very convincing. I opted to sign up for the free government funded life insurance benefits, but not the extra PRMC benefits program. As I was signing up for the benefits, she showed me a list of benefits and how much my taxes would pay for each month for the life insurance. She kept saying "Don't look at the contributions on the left, as there will be no reduction in take home pay for you." She also did not disclose that there would be an agent fee. 

  On July 2oth, I noticed that there was a ****** PCM after tax charge being taken out of my paycheck. I immediately contacted ***'s office about it, but I was told to speak with my HR department. My HR person stated that *** was out of the office, but they would speak to her as soon as they could. 

  A few days later, I received a phone call from *** stating that the ****** was indeed for the Life insurance policy, but that it was causing no deduction in my pay. However, when I added it up, it did indeed seem to be coming out of my paycheck. I asked at that time if I could just please cancel that and the extra Aflac benefit. She gave me a cancellation form that I filled out and sent to her.  The Aflac disability supplemental charge came off of my paycheck the next week, so I and didn't think much of the life insurance after that.

  While sitting down to do my budgeting in December, I noticed that the ****** was still coming out of my paycheck. I again reached out to my HR department about this and them to ***. They reached out to her as well who them sent them an email back stating that everything was worked out.

  I again reached out on January about this as it was still coming out of my paycheck, and received much of the same information.

  All of the information and correspondance will be attached today.

  I would like of the contributions can be returned as I have been trying to cancel this as soon as it showed up on my paycheck. I know that I will not be receiving the agents fee back, but I would like for you to please reconsider my request.

  Thank you in advance, 

   

  Sincerely, 

   

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

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased life insurance policy on 10/16/2023 and canceled it the following month because the company I was employed by was closed due to covid-19. I called the agent ************************** and informed him about my situation and canceled my policy. He informed me that he would cancel my policy, which was never canceled. By the policy not being canceled this company continues to withdraw the payment of $191.95 out of my account. When I checked my account, I called the **********************, and they informed me that no cancelation was put in. Thru further investigation I found out that the agent *********************** no longer works for this company and was receiving payments off of my policy. If there is any more information that is needed, please contact me at ******************* or ************. Thank you for your assistance.

  

  Business response

  01/12/2024

  We have no record of ************** *** contacting our office regarding cancellation until October 18, 2023.  Upon receipt of ******************* complaint, the writing agent *********************** was contacted and provided the following statement:
  
  I was contacted by ******************** 10/17/2023 approximately 2:30pm ET via phone call. ******************** expressed his wish to cancel his policy after explaining hes had previous unsuccessful attempts to do so, I went to confirm the phone number hed been calling to reach policy services.. the number he provided was not the correct number.. it was then that I provided ******************** the correct contact number via text message shown in the attachment. I asked ***************** if hed like for me to three way call policy services he declined and told me hed take care of it. Client has policy number and all pertinent information required, client was also instructed on how to go about policy cancellation.
  
  We have mailed a letter to ************** *** with a copy of the attachment indicated in Mr. ******* response. We regret ******************* decision not to continue his life insurance policy as it had been providing him with valuable life insurance protection since August 5, 2022.  Had a valid claim been submitted to our office the Company would have been obligated to pay the policy benefits to the designated beneficiary.  Therefore, a refund of premiums is not due. ******************* policy was cancelled effective November 5,2023.  There is no coverage in force.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********************************* and I reached out to the company due to my spouse passing away on 12-13-2020. My spouse purchased these policies for my children and I was told that they were to complete the Affidavit of ******** ( which they did and sent on 9-22-2022), and a copy of my spouse's death certificate, which I did). The document has since been refaxed as I noticed that you are paying the policy premium with the dividends.I want to know why this is happening as I followed all the steps. My children should not be listed and own their policies, rather you are taking the money off until the policies are depleted. Please fix this. I am attaching the documents that I sent forever ago.

  

  Business response

  11/20/2023

  We apologize the request was not recorded as this was an error on our part.  We are in the process of changing the ownership over on the 2 policies listed and confirmation will be mailed.

  Customer response

  11/20/2023

  Complaint: 20883648
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************

   

  I am not able to read the response

  Customer response

  11/20/2023

  Complaint: 20883648
  
  I am rejecting this response because: There is no discussion of refunding the dividends funds that  have been taken  off the  policies. How much is the amount. This is a nightmare.
  
  Regards,
  
  *********************************

  

  Business response

  11/21/2023

  We will need the attached Policy Cancellation form completed and returned for the policies that are to be cancelled.  We will then cancel those policies as of the original date the documents were received to change the ownership.  We will then refund any funds used to pay premiums to keep the policies in force.

  Customer response

  11/21/2023

  Complaint: 20883648
  
  I am rejecting this response because:  This information was sent over two  years ago. We do not want to cancel the policies. 
  
  Regards,
  
  *********************************

  

  Business response

  03/18/2024

  The client has requested to cancel the policy and has submitted the cancellation paperwork; however, did not complete it correctly. We will reach out to the client with assistance for how to complete the form.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a life insurance policy that I asked them to cancel the first weeks of September of this year. They told me it was all taken care of then I got a double bill claiming I was delinquent on my premium. I tried every day for over two weeks to reach by phone could not get through. I sent an email to the complaint department and one to customer service again no response it is now November 15th. They owe me a refund. I cancelled my husband ******* policy the same day to one of their sister companies had both his checks within two weeks. I fear they will fight to not pay me at this late date claiming I just didn't pay my bill. Any help you can provide would be appreciated. My policy number is---0103208390---last premium we paid was 9-i-2023. Thank you *******************

  

  Business response

  11/27/2023

  We apologize for the oversight. The policy has been cancelled as requested and money received has been returned.

  Customer response

  11/28/2023

  Complaint: 20876001
  
  I am rejecting this response because: My husband and I took policies out the same DAY and we cancelled the same DAY. They took money out of my cash value to pay a premium I did not owe and then sent me $127.05. My husband received $655 back  and I am only due $127.05? I don't think so.  i am sure I will loose this fight but they are crooks and I want it on record somewhere that they are. Regards,
  
  *************************

  

  Business response

  11/29/2023

  **************** has not had an active policy with American-Amicable Group. We would encourage **************** to review the documentation that she may have to confirm the information. We would be happy to review further if additional information could be provided. In regard to the premium that was refunded to ****************, we acknowledge the error in not cancelling the policy when **************** called in September, thus, the last premium payment as well as any cash value that had accumulated was refunded to her. 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am continually being contacted by off shore call centers trying to sell me insurance from American Amicable. They say the offer insurance from over 40 companies, but this is the only company offered and they start swearing and hang up on my when I question them on it. I've received 10 - 20 calls a day for weeks now. When I ask them to stop calling me they tell me they didn't call me, the call was transferred.

  

  Business response

  11/14/2023

  Our Company does not, directly or indirectly, initiate any marketing phone calls.  The company that contacted you is a wholly independent distributor, and our Company has no authority over how that distributor conducts its business.  As an independent distributor, they are a separate and unrelated entity that appears to offer insurance products issued to consumers by various insurers, including our Company. They and other third parties do not make calls at the direction or under the supervision of our Company.
  
  I can assure you that our Company neither approves nor permits any marketing practices unless those practices fully comply with state and federal do not call regulations as well as with our own high compliance standards. We take these expectations very seriously and demand that the independent brokers who offer our products do the same. Failure to comply with applicable laws and regulations, or the Companys compliance guidelines, may result in disciplinary action against an independent sales organization up to and including termination of the relationship.

  Unfortunately, there is not enough information provided in your email for us to begin an investigation into your allegations. In order for us to help you, we need additional information.  If you have any of the following, please forward:
  1. The complete names of any persons to whom you spoke.
  2. The name of any company referenced in your call and in specific the name of the organization that actually made the call to you.
  3. The complete name and agents license number of any ********************** agent to whom you spoke.
  4. Any recordings you may have of the phone call which you may have, if you recorded the call.
  5. Any additional detailed information that you feel is relevant.
  
  We will be happy to investigate this matter if you can provide us with further information, outside of that we must emphasize that we are not responsible for the actions of independent third-party marketers.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/07/2023 I was contacted by ************************* a sales representative for American- Amicable Life To purchase a Final Expense insurance policy I was told the cost would be $36.15 per month I agreed and gave her my Bank Account and Routing number to do ************** Draft Later that day she called me and told me there was a mistake the police would cost me $46.15 per month I told her I did not want the policy The company American Amicable has been deducting $46.15 from mt checking account every month for five (5) months a total of $230.75 I contacted the company American Amicable, told them the situation and canceled the policy I was told I would receive a form to request reimbursement That was two weeks ago I have not received the form I am asking for treble damages in the amount of $692.25

  

  Business response

  11/13/2023

  We have cancelled the policy as of the original issue date and a refund of the premiums received was mailed November 9, 2023.  There is no coverage in force.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Around July 17, 2023 i purchase life insurance from American-Amicable because i'm a Army veteran, they were suppose to send me the policy by mail and it's been almost 3 month. I've called the office was told the policy went out on or about 7/24/23 several weeks had past still no policy, so i called again is August not sure of the date but was told it had been mailed out again on 8/26/23 as of today i still have not received the policy. I've been making auto payment since August, i want a immediate refunded and this policy cancel, poor customer service.

  Customer response

  10/10/2023

  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,
  
  ***********************

  

  Business response

  10/23/2023

  Our records indicate the original policy contract was mailed to ****************** agent for delivery.  A duplicate policy was mailed directly to **************** on August 16, 2023, to the same address on this complaint.
  
  In the interest of customer satisfaction, we have cancelled the policy as of the original issue date and sending funds to ****************** bank account and confirmation by mail.

  Customer response

  10/26/2023

  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

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  See attachment,

  

  Business response

  10/02/2023

  ****************** states that she attempted to contact our office but only received a voicemail. Our office hours are 8:00am 4:00pm Central Standard Time, Monday through Friday. If she called after those hours, ****************** would have received a recording advising to leave us a message for us to return her call the next business day. We could not find a recording from *******************
  
  On April 12, 2023,****************** applied for and was issued a $6,000 Clear Choice whole life insurance policy that was issued May 3, 2023.  This policy has a fixed premium of $37.29 and provided coverage until May 3, ****.  We are unclear what ****************** is referring to in her statement when she said the policy would stop at a certain time.  Even though the policy could provide coverage until May 3, ****, she could cancel at any time. We are also unclear about any other policy.  The application we received did not indicate she had any other coverage, and no other policy was being replaced.  Please see the attached copy of the application we received.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Through my employment with the ****************, I signed up for this life insurance. Upon my departure, I looked at the policy and found it to have a value of over 200. When submitting the cancelation, nothing was said about the surrendering fee being the exact amount of the value of the policy. I find that to be odd. I really feel like this company is not to be trusted and I will definitely inform my former coworkers. They need not be allowed to trick the **************** employees any longer.

  

  Business response

  08/29/2023

  We regret you were not aware of a surrender charge on your policy; however, Page 13 of your policy does provide the details if you were to surrender your policy. It does advise you may surrender your policy for the Accumulation Value minus the Surrender Charges minus any Indebtedness.  Page 3B of the policy provide the surrender rates that are charge for the 15 year the surrender charge is present.  We have attached copies of these from your policy contract for review.

  Customer response

  08/29/2023

  Complaint: 20511399
  
  I am rejecting this response because:
  I believe you are crooks and it still amazes me the amount of the surrender charge is the same amount as what I was due. I'm understanding that I will not get a refund,  however,  I will be enlightening my fellow co-workers to never do business with you. Be blessed!!!
  Regards,
  
  *********************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction date, May26, 2023 Amount, $80.44 Amount, $78.47 Life Insurance, American Amicable Life Insurance Company.Took my money with my card locked and over rode my account and still took it out. Also, I have already canceled it before May 26th. I told *************************** the sales rep. **** to face.They did not resolve the issue my bank had to. Account# ********** Tracking number don't know. My bank has all that information.Providers is my card but it is ****** Bank.I have two different complaints. One is for $78 and the other is a ,, $80.

  

  Business response

  08/14/2023

  We have no record of being advised of ****************** or Ms. ******** desire to cancel their policies which is why attempts to draft Ms. ******** bank account was made on May 26, 2023.  We were not debiting her card. However, the two drafts were returned unpaid marked Customer Advised Not Authorized.  No premiums were ever received, and the policies terminated due to lack of payment.

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