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
- 849 total complaints in the last 3 years.
- 345 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/02/2025
Type: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.
My husband was conned into this company because he is a union member. Since the start we have received several phone calls a year telling us we need more coverage, we weren't signed up for the right coverage, etc. We just got off a phone call stating that we weren't ACTUALLY locked in at the amount they said we were for whole life insurance the last time we talked to them 6 months ago and we needed to increase our monthly premium by over $100. Absolutely not. This is ridiculous. Our premium has gone up every 6 months for 3 years because they keep saying we weren't signed up for what we were told we were. And now I have to try and cancel through their nightmare customer service. I highly doubt we'll see a ***** of our money. DO NOT TAKE THEIR PHONE CALLS. The constant harassment and misleading policies and claims are absurd. Get insurance through a company that has more than 1.6 stars on BBB.Business Response
Date: 06/03/2025
We would like to thank Ms. ******* for allowing us to respond. A review of our records shows that the original coverage purchased by the customer and her spouse contained a ten year renewable and convertible rider which were both converted to whole life policies with a stable death benefit and premium in 2024. Letter confirming the conversion and providing details on the new premiums for the original coverage were mailed to the customers for their records once the conversion was finalized.
A further review of our records does not show that we have received a request to cancel the coverage in our office, however, based on this communication, we have removed all policies from automatic bank draft and have emailed cancellation forms for the customer and her spouse which must be fully completed, signed and returned to our office for processing.
In addition, we have added their contact information to our internal Do Not Call list and have asked the local office that services their area to mark their records accordingly. Please note that it may take up to 7 business days for this change to go through our system during which time they may be contacted and in the event that occurs we ask that they kindly inform the caller that they have been added to the list and to discontinue contact.
We hope to have resolved Ms. ******** concerns.Customer Answer
Date: 06/03/2025
I am rejecting this response because: there was no response it was just my name and zip code.Business Response
Date: 06/04/2025
A complete response was made to the BBB on June 3, 2025. AIL maintains their position in this matter.Customer Answer
Date: 06/09/2025
I am rejecting this response because: neither of us have received an email with the cancelation paperwork at ****************** or at *******-*********************Initial Complaint
Date:06/02/2025
Type: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.
Bought an insurance plan from this company a couple years back. Recently, I realized I had never received my account information/plan breakdown from them. I called the company to get information about my plan and was told I didnt have an account with them (meanwhile, they are still auto-drafting from my bank on a monthly basis). After repeated calls gave the same answer, I stopped the auto drafts through my bank. When they called wanting to update payment methods, they were suddenly able to find the account (it had errors in my name and had my birthdate wrong). I informed them I wanted to cancel my plan. They stated a form had to be completed and mailed back in. Ok, done. Weeks later, I am still receiving calls DAILY asking for payment despite asking them to stop harassing me as I have submitted my request to cancel as instructed. At this point, this company doesnt deserve customers.Business Response
Date: 06/03/2025
Please have the insured provide us with the spelling of the name that was reported to him by Customer Service. Also, the policy number would be helpful.Initial Complaint
Date:06/02/2025
Type: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.
Ive had a policy through American Income life since 2017. I cancelled due to them having a data breach and having other companies contacting me posing to be from their company and opening more policies under my name. They opened 5 policies without my knowledge while under the assumption that it was only 1. The company never contacted consumers about the breach. After contacting American Income Life and cancelling my policy, they continued to keep taking money for the premium. When the bank account that the money was being taken from had to be changed because of this, they started taking the money for the premium through the cash value that I have accrued. I verbally told them to cancel as well as signed and emailed back their cancellation paper that was sent. They are still sending me bills trying to get money out of me and as of yet have not cancelled the policy. I want the money that they owe me from the cash value I accrued since 2017 as well as the money they took to continue paying the premium This company is a scam, completely shady and should be thoroughly investigated. The reviews from other consumers speak for themselves.Business Response
Date: 06/03/2025
We appreciate the insured reaching out to us, and also for providing the policy numbers.
Policy ******** is a Whole Life policy that was issued with an effective date of December 5, 2017. At the insured's request the policy has been surrender. The cash value of the policy was issued by check on May 28, 2025.
Policy ******** is a Whole Life policy that was issued with an effective date of July 1, 2019. At the insured's request the policy has been surrender. The cash value of the policy was issued by check on May 28, 2025.
Policy ******** is an Accident policy that was issued with an effective date of July 1, 2019. This policy lapsed due to non-payment of premiums. It has no cash value.
Policy ******** is a Whole Life policy that was issued with an effective date of January 24, 2021. At the insured's request the policy has been surrender. The cash value of the policy was issued by check on May 28, 2025.
Policy 17899811 is a Whole Life policy that was issued with an effective date of March 25, 2022. At the insured's request the policy has been surrender. The cash value of the policy was issued by check on May 28, 2025.
The insured completed all applications with an appointed AIL agent. The policies were issued as applied for.
Please let us know if our office can be of further assistance.
Customer Answer
Date: 06/09/2025
I am rejecting this response because:
I have not received any checks for any of my cancelled policies. The only checks that were issued were to my fianc, ***** ****** who also had to file a complaint after trying to cancel his policies.
The business also responded that the my policies have been cancelled but they continue to send me bills to premium
Business Response
Date: 06/09/2025
We would like to thank ********* ********** for reaching our to our office regarding this matter. Please allow up to 10 business days to received surrender checks.Initial Complaint
Date:05/30/2025
Type: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.
In December 2024, I agreed to what I thought was a modification to my existing policy. It turns out that they were signing me up for a second policy. In January 2025, I called and got them to close my original policy, but had to wait until May 12th for them to send the cancellation paperwork for me to sign. By that point, I was tired of the run-around and outright cancelled both policies. Sent the paperwork back within 24hrs, and today (5/30/25) saw that *** attempted to take an $84 payment from my bank. A payment amount from the original policy cancelled back in January.Business Response
Date: 06/02/2025
According to our records Whole Life Policy ******** was issued with an effective date of December 13, ******* your request the bank draft on this policy was cancelled. The policy has a paid to date of March 13, 2025. This policy is no longer in force.,
Whole Life policy ******** was issued with an effective date of February 1, 2025. The policy was cancelled as of the date of issue at your request.
The premium due notices you are receiving are system generated. Unless you want to reinstate the policies you can disregard them.
Customer Answer
Date: 06/02/2025
I am rejecting this response because: after calling them this afternoon, policy ******** was STILL set for direct bank draft. Funny that one company can have multiple records for the same policy. The customer service *** i spoke with today was, by far, the most professional person I've spoken with. I look forward to finally have my policies completely closedBusiness Response
Date: 06/02/2025
Policies ******** and ******** have been cancelled and are no longer drafting. I did not locate any other policies under this insured's name. If there is coverage under another name, I will need the name and policy number in order to cancel the policy.Customer Answer
Date: 06/02/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get information on my policy and cancel it. I have been trying for a year to get this information and they will never return a phone call. They will ****** me to up my policy but when I tell them I want to cancel it they then tell me that a manager has to call me. A manager will never call me and I have even left messages for a manager directly and they will not return calls.Business Response
Date: 06/03/2025
Our office located 4 policies associated with the address and phone number provided.
******* ******* is the owner of these policies.
10067751 ******* Rosales Whole Life This policy has cash value
10067752 ******* Rosales Accident This policy has no cash value
10067753 ******* Rosales Term Life This policy has no cash value
****** ******* is the owner of this policy.
10108498 ****** Rosales Accident This policy has no cash valueWe have emailed ******* ******* a surrender/cancellation form for he and ****** to complete. Once it is returned to my attention, the policies will be cancelled and/or surrendered
Initial Complaint
Date:05/30/2025
Type: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.
Cancel my policyBusiness Response
Date: 06/02/2025
Applications *********** have been cancelled. Any premium collected will be refunded within the next 7 business days.Customer Answer
Date: 06/03/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/30/2025
Type: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.
Im writing my complaint about an agent by the name of **** *******. After giving this guy 2 hrs of my time during my day off to discuss. My benefits he was representing for my organization. I entrusted giving him my account information in the case that we would possibly move forward with everything. He said he would call me back on Tuesday and discuss whether I wanted to move forward or not. Well I ended up calling him and telling him that I did NOT want to move forward. He acknowledged,my intentions and we ended our conversation as such. His sales practices are highly being questioned here. I mentioned to him during our zoom meeting that I did not feel comfortable giving him my bank account information and he still persisted and pressured me into giving it to him ensuring that he just wanted to keep it on file in the case we decided to move forward. He ensured me that if he went against my promises it would be a breach of integrity on his part. I expressed that these things happen and im not really comfortable giving this information I explained to him. Well he still persisted that it was okay and he would never dishonor his integrity. Well that of course was a lie! He absolutely did as I thought he would this was one of those gut feelings I had before giving it to him. I dont understand where these sales gimmicks and falsifying decisions would take him or this company that you guys represent. Not only will you never get a another charge from me again your Insurance company. Your company will now be tarnish for life. It's a freaking shame people have to operate in this type of manner and have fraud intentions. Not also does it bring bad Karma to that person but also bad karma to your company. Shame on him and the company for allowing these practices to continue and go on.Customer Answer
Date: 05/30/2025
Correction to my complaint still on the same company but this sales *** name is ****** ******* .Business Response
Date: 06/05/2025
This complaint is for American Income Life Insurance Company (NAIC *****), rather than Globe Life and Accident Insurance Company (NAIC *****); we cannot answer this complaint.
Please reclassify to American Income Life Insurance Company (NAIC *****).
Kindly reply to this email to ensure receipt, thank you.
***** ****** (she/her/hers)
Legal Affairs Specialist, Legal OKC | Globe Life And Accident Insurance Company
d: ************** | f: **************
***********************************
**********************************************************Business Response
Date: 06/05/2025
According to our records Whole Life policy ******** and Accident policy ******** were issued based the application submitted. The request for refund will be honored. Funds will be released within the next 7 business days. The agents management team has been made aware of the complaint and will counsel with the agent.Customer Answer
Date: 06/05/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/28/2025
Type: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.
Over the last few years, I have been battling With American Income Life Insurance company to cancel my policies that I had on my three children. Policy number *******, ********, and ********. I finally was able to cancel my policy via them and received extremely minimal refund for my policies when I did. Mind you I paid $69 a month for numerous years. And only received about $300 total. At this point, I decided to leave it be since I believed my policies were finally canceled, and I would not have to deal with them anymore. However, I have been receiving letters in the mail saying to “reinstate“ your policy please send payment of X amount. Today I received what appears to be three bills for each policy claiming that I them interest payments on these policies, which have been closed for over a year. When I finally closed these policies last year, I made it blatantly clear that I do not want any correspondence or “bills“ from this company at all, or I would seek legal counsel and litigation against this company for harassment. Final cancellation form was sent via email and received last May in 2024. See attached photos.
At this point, this complaint to the Better Business Bureau is my last option prior to litigation. This business needs to completely remove me from their contact information and absolutely stop sending me these ******** bills on policies that are no longer active. This needs to happen immediately.Business Response
Date: 06/02/2025
Policies ********/20/21 These policies were not cancelled. In March 2024 the complainant called in to cancel. A cancellation form was mailed to him in order to process the cancellation. The form was not returned to our office and the policies were not cancelled. The last premium drafted on the policies was returned by the bank. This caused the APL (Automatic Premium Loan) provision to activate to keep the policies in force.
As a courtesy our office will apply the APL's back to the cash value of the policies. The policies will be surrendered as of April 2024. Please allow 7 business days for the surrender value to be released.
Initial Complaint
Date:05/27/2025
Type: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.
American income life keeps harassing me by calling and texting me multiple times a day trying to get ahold of someone named **** ********. I have told representatives multiple times through both text message and phone calls I do not know that individual and to remove my number their network. It has been months of this constant harassment and I need it to stop.Business Response
Date: 06/03/2025
We would like to thank ******* ***** for reaching out to our office regarding this matter. A request has been submitted to our Consumer Relations and Resolutions Team to remove Mr. ***** from any internal database and cease any further attempts at contact. Please allow 5-7 business days for this request to be processed. If any future attempts at contact are made, please provide the phone number used and we will address it on an individual basis. We hope to have addressed Mr. ******* concerns. Please let our office know if we can be of further assistance.Initial Complaint
Date:05/27/2025
Type: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.
We had 2 policies with AIL and cancelled them on Feb. 19, 2025. It is now May 27, 2925. In that time frame of over 3months, we have spoken to 13 CSRs and 1 Supervisor in an effort to collect our cash out of $747.55 from the surrendered policies. We have cooperated with requests to sign various forms, transferred to numerous departments, told it will take 5-10 business days, then ***** business days, etc. It just goes on and on. Can you help us?Business Response
Date: 07/11/2025
We would like to thank ********* for allowing us to respond. A review of our records shows that Ms.Dokken called our office on February 19, 2025 to request the cancellation of her coverage and was transferred to the correct department to handle her request. The policy was removed from automatic bank draft and a cancellation form was sent to be completed, signed and returned to our office for processing.
The completed form was received in our office on March 24 2025 and the surrender was handled on April 6, 2025. It was later found during conversation with the customers that the check had been mailed to an incorrect address. The check was returned to our office by the *********** on May 8, 2025 and a new form was sent to the customer to complete with the correct address and return to our office. The completed form was received on May 21, 2025 with a request to deposit the surrender amount to their bank account and we show the surrender amount of $747.55 was credited to their bank on May 27, 2025.
We hope to have resolved the customers concerns.Customer Answer
Date: 07/11/2025
I have reviewed the business response and accept this resolution.
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