Complaints

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

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  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  American Income Life Insurance Company

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
• 

  American Income Life - Tommy Vena

  999 E Touhy Ave STE 250 Des Plaines, IL 60018-2704

  
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  American Income Life Insurance Company

  318 Mount Rushmore Rd STE C Rapid City, SD 57701-2762

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  American Income Life Insurance Company

  3000 Corporate Center Dr STE 145 Morrow, GA 30260-4131

  

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:02/27/2025

  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 had agreed to a $10,000 life insurance policy and when I received my policy it was for $6,000 and change which is not what I agreed to back in June 2024 my policy was sent to me in July I called the company and told them I wanted to cancel my policy and to be refunded they continued taking out money from my bank account ***** times Ive been talking to them for months now and I havent received my money yet they telling me I have to send them a blank check and thats not what I was told they told me a supervisor would look at the policy and approve my refund and nothing was done yet after all these months they owe me 7months which come to $490.07 I would appreciate it if you look into this matter for me thanks.

  Business Response

  Date: 03/12/2025

  We would like to thank Mr. ****** for reaching out to our office regarding this matter.  A refund on policy NY0907806 in the amount of $280.04 was issued on February 28th, 2025.  This amount reflects four months of premiums refunded and corresponds with the date the insured called our office to cancel the policy.  The last premium drafted was in December 2024 therefore only four months of premiums are eligible for a refund.  Please let our office know if we can be of further assistance.  

• Initial Complaint

  Date:02/26/2025

  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.

  Policy's CD2524135 CD2524137. December 18th I had an online meeting with an agent and we made changes to my existing policy. The new policy was going to be $95.38 per month. On December 27th $208.33 was withdrawn from my bank account and in January $203.37. I now seem to have 2 policies instead of the new adjusted policy. I emailed the agent early January for the refund but no refund and he said he would look into it. I emailed the company on February 12th and 20th and told them to cancel my policies. No response was received by them but I did get the automatic response emails so my emails were definitely received. I've tried calling several times but sat on hold for so long I finally hung up. Today I waited 45 minutes on hold. There is no option for a call back or to let you know what your wait time is. I put a stop payment on this company with my bank so the payment they tried taking out in February was reversed. I was overcharged $112.95 in December and over charged $107.99 in January. I would like to be refunded $220.94 for the overcharges and receive confirmation that they have cancelled my policies.

  Customer Answer

  Date: 03/03/2025

  Hi,

  American Income asked for forms to be filled out which I have forwarded to them and attached the emails from the *** I was dealing with as they want proof of what transpired and for me to request in writing the refund. I added the request to the email. I will also send it in a word document which hopefully will be sufficient. 

  Thanks,

  *****

   

  Business Response

  Date: 03/11/2025

  We would like to thank ********** for reaching out to our office regarding this matter.  Please allow 7-10 business days for any refund check to arrive.  Policies CD2524135 and CD2524137 have been cancelled as requested.  Policies CD2524136, CD2032503 and CD2032504 remain in effect.  If she would like to cancel those policies as well, please reach out to ********************************** and we will be happy to assist in the cancellation process.

  Customer Answer

  Date: 03/11/2025

  Hi,

  I was only supposed to have 1 policy. Somehow I ended up with 4 now. I filled out and sent the forms twice now, as instructed by them, listing all 4 policies to be cancelled. I've emailed them several times to confirm that they are all cancelled and no one will respond to me.

  Thanks

  *****

  Customer Answer

  Date: 03/11/2025

  Hi,

  Here is a copy of the third email listing all the policies they said I now have and to cancel all of them. Worst customer service I have ever dealt with. No response from them with any updates or to even confirm they received my requests.  They just keep requesting me to fill out the forms which I keep doing. Cannot even contact them by phone as you can't get through. 

  Thanks

  *****

  Business Response

  Date: 03/11/2025

  Thank you for bringing this to my attention.  Refunds on CD2524135 and 37 will be released shortly.

  The remaining policies will be surrendered as well.  You are welcome to reach out to me at ********************************** in a couple of days and I will provide you with the surrender status.

  Customer Answer

  Date: 03/12/2025

  I have reviewed the business response and accept this resolution. As long as they follow through with their promises.

  Customer Answer

  Date: 03/12/2025

  Thank you for all your help resolving this problem. They are total scammers. I read blogs where peoples requests to cancel took over 6 months and they kept withdrawing from their bank accounts and never received their refunds. 

  Thanks Again,

  *****

• Initial Complaint

  Date:02/24/2025

  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.

  this company is a fraud selling insurance they ask for money but they never did my medical for 5 months

  Business Response

  Date: 03/10/2025

  We would like to thank Mr. ***** for reaching out to our office regarding this matter.  A request has been sent to the ***'s office in charge of handling this policy.  Please allow 7-10 business days for the request to be processed and an agent should be reaching out to Mr. ***** regarding this issue.  Please let our office know if we can be of further assistance.

• Initial Complaint

  Date:02/21/2025

  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 them to cancel the policy. The lady couldnt find a policy. So finally she asked me my social security number and found it. They had my ssn for my husband account. Said it was like that on the application. I talked with my broker and he said if anything would have happened to ******* that it wouldnt have paid because of the mistake. They told me to file a claim against American Income Life

  Business Response

  Date: 03/12/2025

  We would like to thank Ms. ******** for reaching out to our office regarding this matter.  ******* ******** is the owner of policies 16064193/94/95.  She can surrender those policies by completing the attached surrender form and returning it to **********************************.  ******* was covered under policies ******** and ******** which were both cancelled as of the date of issue in 2024.  ******* was covered under policy ******** which was cancelled as of date of issue in 2024.  ******* has cancelled policy ******** as of February 25,2025.  Per our records, we found no record of a policy with a face amount of $4,800.00.  Please let us know if our office can be of further assistance.

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because:   It has nothing to do with a 4800 policy.   When I called to cancel the policy they couldnt find it.  So after a while she asked me my ssn and when I told her she brought up Leonards policy. They had put the wrong ssn down for Leonards    Our agent said if anything would have happened to ******* that it wouldnt have paid because of the wrong ssn on it    

  Business Response

  Date: 03/14/2025

  I have reviewed the applications for policies ******** and 19226469.  Each application contains the *** for ******* and *******.  The *** numbers on the two applications are identical.

  If there had been an issue with a *** it would have easily been resolved by requesting a copy of the social security card issued to *******.  While there may have been a delay in the processing of the claim, this would not have caused an issue in the payment of benefits.

  Customer Answer

  Date: 03/14/2025

  I am rejecting this response because:   The lady who I talked to on the phone couldnt find Leonards policy.  Finally she asked for my ssn and that is how she found Leonards policy.  It had the wrong ssn on it.   She might have corrected it when she found it.  Our broker said it wouldnt paid for our policy if something would have happened to him.   So we would have been out all that money for nothing 

• Initial Complaint

  Date:02/20/2025

  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.

  My household holds 5 policies with ***. I never receive a quarterly or yearly statement for any of those accounts and I can no longer get logged into my online account, nor create any online access accounts. I have email and never received a response back, have called 4 phone numbers I have listed on my paperwork with them either being disconnected or just ring and I have called the one 800 number to be put on hold for 1 hour and hung up. Seems the company is out of business but still takes my money and I am ready frustrated with them.

  Business Response

  Date: 02/28/2025

  We would like to thank ***************** for reaching out to our office regarding this matter.  Our policy services offices received an email on February 3rd, 2025, regarding the insured's inability to contact our offices.  ****** services replied on February 6th, 2025, requesting verification information and other policy information.  No further contact was made by the insured.  A request has been submitted to the handling ***'s office to reach out to the insured.  Please allow 5-7 business days for this request to be handled.  Please let me know if our office can be of further assistance.

• Initial Complaint

  Date:02/20/2025

  Type:Sales and Advertising 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.

  My wife and I applied for life insurance and we were told that it would cost approximately $210/month after we were approved, a short time later I noticed $160/month was removed from my bank account. After calling the agent we had applied to we were informed that they were still waiting for my application to be approved as I have had some health issues but that my wife was approved, we decided to cancel the insurance as $160/month for only my wife seemed excessive and this was 6 weeks after we had applied and I still wasnt approved. Well 2 months later I noticed that the payments were still being taken from my account! Please do not deal with this company as they are not trustworthy

  Business Response

  Date: 02/28/2025

  We would like to thank Mr. ***** ****** for reaching out to our office regarding this matter.  Per our records, policies ********* and CD2516151 applications and were not issued.  Please see the attached email correspondence reflecting the cancellation and the attached screenshots of no bank drafts or payments from this customer.  If there is further proof provided by the customer of AIL making these withdrawals, please feel free to provide it to our office.  Please let us know if we can be of further assistance.

• Initial Complaint

  Date:02/19/2025

  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 a customer of ********************************************* for nearly 20 years. They have since inception performed harassing sales tactics with phone calls (8 calls a day, up to 10:30 at night to try to get an answer) to perform annual policy reviews, DESPITE telling them for years that I am more than happy with my policy and requesting numerous times and salespeople confirming that I was on a do not call list with the company. Each time I would meet them in person my premiums would increase. When I would call to understand why, they would say that I agreed to additional insurance when we met in person, which was never the case. They INSIST on performing annual policy reviews IN PERSON and sneakily sell extra insurance that is not requested nor accepted. I am so tired of being harassed by this company that I am officially cancelling all of my policies tomorrow. I have never felt that they were looking out for my best interest, only trying to sell, sell, sell. Their turnover rate for salesmen is atrocious and I have never met with the same person twice. Despite all of this I stayed a customer because of all the good hype, but I absolutely cannot stand being called over, and over, and over sometimes three times in a row, all throughout the day to try to get an answer, and never leaving a message. When I tell you that I am satisfied with my policy as-is and please stop calling, I should not continue to receive calls over and over and over. It is a harassing business tactic that is infuriating and disrespectful. It is literal spam.

  Business Response

  Date: 03/13/2025

  We would like to thank Ms. ******** for reaching out to our office regarding this matter.  After a search of our records, I was unable to locate any specific policy belonging to Ms. *************** If she would like to provide a policy number, date of birth or any other identification information, I would be happy to send a request to the local handling agency to cease and desist any further solicitation calls and have her contact information placed on the do not call list.   Please let our office know if we can be ot further assistance.

  Customer Answer

  Date: 03/14/2025

  I am rejecting this response because:   I have THREE policies with this company. The fact that they cannot pull them up is indicative of the poor practices of their operation. Policy numbers are - 

  12486544

  135773333

  14521466

  There is $69.51 being deducted from my account each month for said policies. I have uploaded photo proof from my bank account. 

  Business Response

  Date: 03/21/2025

  We would like to thank Ms. ******** for reaching out to our office regarding this matter.  We regret that you have received excessive contact from our office.  We have contacted the handling agent's office and requested that you be removed from any solicitation or call list.   Please allow 7-10 business days for this request to be processed.  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 03/22/2025

  I am rejecting this response because:   While I appreciate this employees action to have me removed from the call list, I requested that to each person that called me in the last year and continued to receive harassing solicitation calls. It is unlikely that this fourth request to remove my name from solicitation call lists will be effective. The whole purpose of reaching out to BBB on the matter is the unresolved issue for years of receiving the harassing calls despite requesting that they cease. I have cancelled all policies with this company and refuse to do business with them in the future. I seriously hope that their business practices improve for the benefit of their customers, and that ******************** takes into consideration the distress that this company has caused their policy holder. The targeted solicitation is unwarranted, excessive, and a poor sales tactic. 

• Initial Complaint

  Date:02/19/2025

  Type:Order 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 canceled mine, my wife and all of my childrens life insurance policys with this company. They are continually contacting me. I have asked them to stop contacting me. And they still send me messages. There were a lot of addresses to chose from so I just picked one. Headquarters would probably be the best location.

  Business Response

  Date: 02/25/2025

  We would like to thank Mr. ****** for allowing us to respond. As requested we have added the contact information for all household coverage to our internal Do Not Call list and have asked the office that handles his area to mark their records accordingly.  We ask that he allow up to 7 business days for this change to go through our system during which they may be further contacted.
  
  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.  ************* wishes he may provide the name and phone number of the caller so it can be addressed on an individual basis.
  
  We hope to have resolved Mr. ****** concerns. 

  Customer Answer

  Date: 02/25/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/18/2025

  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.

  They constantly call harassing me using different phone numbers through the day and night. Frequently calling back to back and never leaving a voicemail. I actually canceled my own policy with them because of this but my husbands employer uses them for his so they constantly call me about his policy despite me asking multiple times a day for them to stop contacting me and to remove my number from the account. They claim anything they can to get you to sit down on a zoom call or in person visit to try and upsell you more insurance. Their tactics are pure harassment.

  Business Response

  Date: 02/25/2025

  We would like to thank Ms. **** for allowing us to respond. As requested we have added Ms. **** contact information to our internal Do Not Call list and have asked the office that services her area to mark their records accordingly. We ask that she allow up to 7 business days for the change to go through our system during which time she may be contacted.
  
  In the event that occurs we ask that she kindly inform the caller that she has been added to the list and to discontinue contact.  If she wishes, ******* can provide the callers name and phone number so it can be addressed on an individual basis.
  
  We hope to have resolved Ms. **** concerns. 
  

• Initial Complaint

  Date:02/18/2025

  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.

  1-17-2025 I got a FORGED Insurance policy from American Income Life. The policy is dated 1-14-2025 as a copy. My signature is forged 3 times. This is an intentional forgery done in ink. NOT a digital signing. It is forged under my financial info to. This is financial fraud. The policy is so fake that they even have my childs name wrong. Her health info is also wrong. I know how to spell my childs name. They have been taking money from my account since ****** up until I had to pay my bank $30 to block them from taking more. The last deduction of $10.34 was taken 1-2-25 I want my $1375.22 back and I feel they should also refund me the $30 I had to pay to block them from my account. Forgery is punishable from up to 5 years from the date of discovery. I have not contacted the ***, but if I need to I will.

  Customer Answer

  Date: 02/19/2025

  I calculated the amount of money I am owed wrong.

  It started 3-2-2013 to 1-2-25 12 years and 1 month. They owe me ******* total. As they have deducted a total of ******* from my checking account.

  PLEASE change my claim complaint amount.

  Thank you.

  Customer Answer

  Date: 02/20/2025

  I am sorry,  I have been so upset about this I cant think straight. 

   They too ***** out of my account each month for 155 months. That is a total of $1602.70    I want that entire amount back and I should get the $30 back too that I had to pay to block them.

   

   

  Customer Answer

  Date: 02/20/2025

  Date the forged copy was mailed to me. My childs real name and my real signature.

  Customer Answer

  Date: 02/20/2025

  Date the forged copy was mailed to me. My childs real name and my real signature.

  Business Response

  Date: 02/21/2025

  We appreciate **** ***** reaching out to us regarding this matter.  The policy he received in January 2025 was the duplicate policy that he requested from our office.  This policy was issued on the life of ******* ***** and has an effective date of March 2, 2013. **** ***** is the owner of this policy.  

  The signatures on the application are digital, they are not wet signatures.

  On February 4, 2025 **** called office and requested the surrender value of the policy, which is $369.12. On that same date, ****** wife called the office to request a full refund of premiums.  That request was denied as she was not the owner of policy.  Additionally, as the policy has been in force over 11 years, there is no basis for refund.

  Based on the request of **** ***** at the time of application, the policy was mailed to his home address.  The policy was set up for automatic bank draft.

  We have been notified that the bank draft has been cancelled.  I have attached a surrender form which **** ***** can complete and return to **********************************.  Upon receipt of the completed form, our office will surrender the policy and the cash value will be released.  If we do not receive the completed form, **** will be notified that the cash value of the policy will be used to keep the policy in force.

   

  Business Response

  Date: 02/21/2025

  Surrender form