Business Profile

Insurance Companies

American Income Life Insurance Company

Complaints

This profile includes complaints for American Income Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

847 total complaints in the last 3 years.
343 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/10/2025
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 a WholeLife insurance policy with them for over 10 years that has a cash value.I have been trying since February 2025to collect money from the cash value but cannot get the money.I even went ahead and close the policy on 03.18.25. Every time I called they tell me money will be deposited next week and still no money. I called today spoke to Sae and *******. ******* told me the same thing " Check will be sent out next week". PLEASE HELP!!! ?????? I have sank further into debt and my credit score went down by 27 points due to this issue. Please help me!!
Business Response
Date: 04/17/2025
We would like to thank ******* ******* for reaching out to our office regarding this matter. Per our records, a loan on policy NY0443056 was processed and check #****** in the amount of $5,273.35 was issued on February 17th. 2025. After the policy was surrendered, check #****** in the amount of $202.88 reflecting the remaining cash value was issued on April 8th, 2025. Both checks were mailed to the address on file and provided in this complaint. Neither check has cleared our account as of April 17th, 2025. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/18/2025
Hello, I reached out to you because I have not received any checks.
Every time I called, they tell me the check will be going out next week!
You can ask them for the call log. I have called at least 6 times and still no check
Please help me!
Customer Answer
Date: 04/22/2025
Hello, I reached out to you because I have not received any checks.

Every time I called, they tell me the check will be going out next week!

You can ask them for the call log. I have called at least 6 times and still no check

Please help me!
Business Response
Date: 04/29/2025
We would like to thank ******** ******* for reaching out to our office regarding this matter. Per our records, the check issued in the amount of $202.88 was voided and subsequentially deposited via ACH deposit into the policy owner's account. (Please see the attached screenshot). The check issued for $5,270.35 reflecting the requested loan has not cleared our account as of April 29th, 2025. Please let our office know if our office can be of further assistance.
Customer Answer
Date: 04/29/2025
I am rejecting this response because: They only deposited the $202.88 to my account on 4/21, after they told you they mailed me the check . I still have not received the check for $5,270. They keep telling me the check is in the mail. They have been saying that since February ! We are now almost in May! 2 months ! Please, please, I asked for help to collect the $5,207, please help me collect it. They need to do direct deposit as they did with the $202.88. Please help me! I have bills to pay! My credit is suffering??????????
Customer Answer
Date: 05/07/2025
Hello I am following up on my case.
I still have not received the check for $5,270, from National Income life, its been 3 months. Is there any other update since 4/29?
Initial Complaint
Date:04/10/2025
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.
No further contact for the purpose of upselling. Just stop hounding me with phone calls and texts.
Business Response
Date: 04/17/2025
We would like to thank ******* ********* for reaching out to our office regarding this matter. A request has been sent to our Consumer Relations and Resolutions Team to remove Ms. ********* from any internal database or contact list and cease any attempt to her. If future attempts are made to contact Ms. ********** please provide the number which made the attempt and we will address it on an individual basis. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/09/2025
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 cancel my insurance policy for 3 months. Our point of contact {**** at ************************) We had an appointment to talk with her many times. She was never there or returned our numerous calls. The person I talked with on 07 April 2025 told me the policy is cancelled. Then today, 09 April 2025 the money was taken out of my account. I am sure there will be NO refund. I just want some sort of action taken against this company. Also to inform other people to stay away from this company. The reason I am cancelling my policy is because we were being harassed. ie: They called me on a Sunday. I answered and asked to please don't call me on Sundays. Shortly after that. I was getting calls every 5 minutes. Also asked not to call during business hours. They are opened till 9 p.m central time That went no where. About 10 calls per day. Then **** NEVER there nor return my/our calls.
Business Response
Date: 04/22/2025
We would like to thank ******* ******** for reaching out to our office regarding this issue. Per our records, the insured called our office on March 23rd, 2025 to request cancellation of the policy. In order to complete the cancellation process, the insured must submit a signed written cancellation request. To date, our office has not received the cancellation form. As a courtesy, we have foregone the written form and have cancelled policies ******** and ******** as of the most recent paid to date of April 8th, 2025. As policy ******** is a term life policy, there is no cash value to surrender and the draft on April 8th is being reversed. Please allow 10 business days for this to be completed. Per the insured's request, he has been removed from internal databases and added to our do not contact list. If future attempts at contact are made, please provide our offices with the phone number used and we will address the matter on an individual basis. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/08/2025
Type:Billing 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 tried to cancel My life insurance policy multiple times with no success. I have talked to at least 10 different representatives and ask them to cancel my policy, each time I'm directed to someone who attempts to keep my business, and after pleading with them I'm told I'm going to be sent a cancellation form in the mail. Only one time did I receive a cancellation form, which I promptly filled out and sent back. I'm still being charged every month. The policy isn't even for me, it was created by me for my ex girlfriend, ****** ********. I started to try to cancel about 2 years ago, unsure of the date, but I've been charged $33 a month. I have tried to stop the payments from my bank but they tell me to contact the party that is charging me. Please help.
Business Response
Date: 04/18/2025
We would like to thank ***** ******* for reaching out to our office regarding this matter. A request has been submitted to our policy department to cancel and surrender policy ******** as of this complaint's date of submission. Please allow 7-10 business days for this request to be processed and the available cash value to be deposited into the policyowner's account. Please let our office know if we can be of further assistance.
Business Response
Date: 04/18/2025
Please disregard my prior email as it was sent under the impression that ***** was the policy owner. Policy ******** is owned by ****** ******** therefore the policy is not being cancelled, but, as requested, Mr. ******* is being removed from the automatic bank draft and will no longer be charged for any monthly premiums. If possible, would Mr. ******* be willing to provide Ms. ******** current address so that we may bill her accordingly for her policy. Thank you for your help in this matter and we regret the previous misunderstanding. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/22/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have whole life insurance with American Income Life Insurance Company since 1996 on first policy *******. Then later they added me to a second policy *******. I have requested to cancel both policies through ************* and talked to ***** on Feb 10 2025 in 28 minutes to send me paperwork for refunding me cash surrender in both of my policies. He told me that i would get through my email in a week but i never got any. I also got a phone from the company from another agent and her name is ****** with extension *******. I talked to her 20 minutes on Feb 18 that i already cancelled. In addition, i replied through text messages and email the company email ***************** to ask for refunding my cash surrender values $3,826.85 on policy ******* and $5,132.12 on ********** matter what i have done they basically ignored them. This company just asked me through texting/paper mail/email to pay monthly for the insurance policies premium since i already cancelled my automate monthly withdrawal after cancelling my policies. They basically asked their agents to contact me to pay for the premium. I have all documents and the dates above when i contacted them. Phones conversations were recorded through their automation.I have seen similar complaints in the web. If i don't do anything they will use my cash surrender and apply interest of 8.00 percent. I wished that BBB could do an investigation how in the world this company have survived and just collected money from people like me for decades!!!
Business Response
Date: 04/16/2025
We would like to thank *** ****** for allowing us to respond. A review of our records shows that *** ****** spoke with our office on February 11, 2025 to request the cancellation of his coverage and was transferred to the correct department to handle his call. Both policies were removed from automatic bank draft to prevent his account 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.

Once this inquiry was received, we spoke directly with *** ****** who indicated he had not received the cancellation form previously sent. In order to resolve this matter we have reversed all automatic premium loans placed against the cash value of each policy and sent another cancellation form to his confirmed email address that he will need to complete and return to us for processing. Once received both policies will be cancelled for their full cash surrender value.

We hope to have addressed *** ******* concerns.
Customer Answer
Date: 04/21/2025
I am rejecting this response because: Im waiting to see surrender cash values of my two policies with American Income Life Insurance (AIL) to be deposited in my savings accounts as ***** mentioned that she worked on cancelling it on Apr 16, 2025. I have not seen any small deposits happening in my savings accounts for any deposit to be done from AIL.
Business Response
Date: 04/23/2025
Our records show that both policies were surrendered for their available cash value and the funds were sent to **************** account on April 21, 2025. We contacted Mr. ****** directly and confirmed that he had received the surrender value of both policies.

We were glad to have been able to resolve this matter for Mr. *************
Customer Answer
Date: 04/23/2025
I have reviewed the business response and accept this resolution.
I confirm that I received $8,958.97 for surrender values of both policies.
Initial Complaint
Date:04/07/2025
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 contacted ** contacted the company on March 20th to request the cancellation of two policies. The representative informed me that it would take up to 72 hours to receive a surrender form. However, I never received the form, so I reached out to the company again on March 31st and received the same response. I called once more on April 7th, and this time, I was told that the form would be sent via email and also by mail, which could take up to 15 days to arrive. I jokingly wondered if it was being sent by ************ because the timeframe kept getting longer.The agent assured me that they would stop the draft from my bank, but I needed to confirm that myself. I kept asking why it was taking so long to receive an email, and I started to suspect that something was seriously off. I requested to speak to a supervisor and was transferred to the ***************************** but no one called me back. It felt like the agents either didn't exist or were avoiding contact with customers. Im beginning to think this could be grounds for a class action lawsuit.
Business Response
Date: 04/14/2025
We would like to thank ***** ***** for reaching out to our office regarding this matter. Per our records, Policies 9499804/5 have been cancelled and surrendered. Check # ****** in the amount of $942.64 was issued to the policyholder on April 11th, 2025. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/23/2025
I am rejecting this response because:
A check was not attached to the correspondence from the company.
I called the company on 4/23/25 because I received surrender forms in the mail although I had signed and completed a docusign form on April *******. The check should have arrived by now.
Today, When I spoke to Jasmine from the **************************** she indicated that a check was mailed on 4/17/25 and would take ***** days to arrive. This entire process was filled with delays necessitating numerous calls on my end, with wait times close to an hour.
There is no sufficient resolution until then check is received. I have been mislead by this company on multiple occasions.
Business Response
Date: 05/06/2025
We would like to thank ***** ***** for reaching out to our office regarding this matter. Per our records, the check was mailed on April 17th, 2025. If the check hasn't arrived after 21 business days, our office can order a stop payment and reissue the check. Please let our office know if the check has not arrived by Tuesday, May 20th, 2025 and we will proceed with reissuing the check. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/07/2025
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 February 21, 2025, I had cancelled with the company and requested for a refund on Account Numbers ********, ********, ******** in the amount of $67.64 since then my bank account was charged another $67.64 for the month of March. I was told my a representative ******* that I would need to email for a full refund to ************** which the March payment should have never came out and I was asking for full refund of both $67.64 for February and March. The company kept asking for a cancellation form which they never mailed to me and finally they sent via email which they confirmed on April 1, 2025 and then tells me that I am not eligible. When I called customer service to speak to a supervisor they put me on hold and then stated the supervisor okay the refund which I still have not received via mail or bank transfer. I am requesting a full refund of $135.28 due to the fact that the company advisor ****** ******** told me that the company would pay my son every time he was admitted to the hospital, er visit and ICU admission which I was denied and then told by the company that was not true. I was lied to and have not received anything from this life insurance company except pain and anguish since January 2025.l
Business Response
Date: 04/15/2025
We would like to thank ******* ******* for reaching out to our office regarding this matter. As a courtesy, a refund in the amount of $67.64 was deposited via ACH deposit on April 8th, 2025. This refund reflects the March 2025 premium payment that was drafted after the February 21st, 2025 request for policy cancellation. Any premium drafted prior to the February 21st, 2025 date is not eligible to be refunded. A copy of the written policy cancellation request was received on April 8th, 2025 and all policies were cancelled. There is no cash value to be surrendered on these policies. Please let our office know if we can be of further assistance.
Customer Answer
Date: 04/15/2025
I am rejecting this response because: I believe I was misinformed in the insurance process that they would pay for Everytime my son was in the hospital and when I made a claim, I was denied. I then cancelled and requested Feb payment back and then after cancellation they still took March payment which I recently received the payment. I would like February payment reimbursed.
Business Response
Date: 04/18/2025
We would like to thank ******* ******* for reaching out to our office regarding this matter. Per our records, the insured called our office on February 21st, 2025. The February monthly premium was drafted on February 16th, 2025. Due to the request occurring five days after the premium being drafted, no refund of premium is due. The policy cancellation process requires submission of a written cancellation form signed by the policy holder. The written cancellation request was submitted via email on March 31st, 2025. As a courtesy, the monthly premium for March 2025 was refunded and deposited via ACH deposit on April 8th, 2025. All policies have been cancelled as of April 1st, 2025. Please let our office know if we can be of further assistance.
Initial Complaint
Date:04/02/2025
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 canceled my policy and requested my cash value to be credited to my checking Account. I sent in a voided check but they still did not process it electronically. I called back and spoke to customer service they at first advised my voided check did not match were they drafted the premiums, then the agent said they were wrong and they could see so they would trigger the transfer but still nothing. So I opted for the paper check still nothing it has been more than a month since I canceled my policy and seems I get the run around. I just want my money(cash value of policy) and end our relationship. Please get this done **** but based on your customer service time frame it will be another month.
Business Response
Date: 04/08/2025
We would like to thank *** ****** for allowing us to respond. Our records indicate that *** ******* policy has been cancelled as requested and the available cash surrender value has been sent to her. Upon receipt of this inquiry we reached out to *** ****** who indicated she had received the cash surrender check but expressed concern regarding the cancellation process. Her situation has been discussed with the ************************ and is being handled as appropriate.

We apologize for any inconvenience this situation caused *** *******************
Initial Complaint
Date:03/31/2025
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.
American life sent me a letter stating that I could claim a refund or continue my life insurance. I explained that I forgot I had it and would like to have the money that I had built up with them, which was over 3 thousand dollars.. I contacted them by phone and I have talked to I know them 6 or 7 times, the response has been give us a week and it will be in the mail. This all started back in December of last year. 2024 now it is April 2025. Just would like the amount they said I had invested. Thank you for your help.
Customer Answer
Date: 04/05/2025
This has been settled thank you
Initial Complaint
Date:03/31/2025
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.
Since April 2024, we have been trying to cancel our policy. We were not aware that they were still charging or account for 4 months, but once the mistake was discovered, we called them and we sent in all of the signatures and paperwork that they asked us to, but they refused to refund us any money. Fine. Two months later, they are still charging our account for my policy, talk to them on the phone again, we assured that it was taken care of. They stopped withdrawing our premiums, but are still sending us premium requests in the mail for my husband's policy. They are a scam.
Customer Answer
Date: 04/04/2025
The company reached out to me directly saying that they never received a signature to cancel my policy. They also said that upon receipt of my signature, they would credit me all of my premiums since August 2024.
I told her that I was sending her copy of the email that I sent the company in August 2024, with the signature document attached. And then I sent it.
Business Response
Date: 04/07/2025
We would like to thank Ms. ******** for allowing us to respond. A review of our records shows that Ms. ******** called our office on August 12, 2024 to request the cancellation of her coverage and was transferred to the correct department to handle her call. Her coverage was removed from automatic bank draft to prevent her account from being drafted during the cancellation period and a cancellation form was sent to the customer to be completed, signed and returned to our office for processing.

The completed form has not been received in our office. Premium notices were sent to the customer as premiums became due as well as letters advising her that the automatic premium loan provision of her life coverage had been activated to prevent her coverage from lapsing. In an effort to resolve this matter, we have reversed all automatic premium loans that occurred after her initial call on August 12, 2024 and have emailed a cancellation form to *********** directly which she must complete, sign and return to our office.

A completed cancellation form has been received and Ms. ********* policy will be cancelled as of the original cancellation request of August 12, 2024.
Customer Answer
Date: 04/07/2025
What the business asserts about me not returning a signed cancellation form in August is incorrect. I forwarded a copy of the sent email again a few days ago for them to review. And they again said that they didn't receive it. So I sent it a third time. What else am I supposed to do? And I would like them to return the premiums, but when I asked about it last August, they denied my request and said that they couldn't do that. Any refund of any equity in my policy that I had, they put towards something else and said that it came out even. I just eventually gave up.
So, we will see if I get any refund. I am not holding my breath.
Business Response
Date: 04/16/2025
This is in reference to Ms. ********* follow up inquiry. Our records show that the a completed cancellation request was received and the policy was cancelled effective August 10, 2024. A check dated April 8, 2025 for the full cash surrender value of policy ******** plus the September 2024 draft was sent to the address on file.

We hope to have addressed Ms. ********* concerns.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

American Income Life Insurance Company is BBB Accredited.