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 has 308 locations, listed below.

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  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  American Income Life Insurance Company

  901 Mountain Creek Rd STE 100 Chattanooga, TN 37405-4645

• 

  American Income Life Insurance Company

  101 5th St STE 206 Hollister, CA 95023-3925

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  American Income Life Insurance Company

  738 Highway 6 S STE 500 Houston, TX 77079-4041

  
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  American Income Life Insurance Company

  14875 NW 77th Ave STE 204 Miami Lakes, FL 33014-2568

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:08/30/2023

  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 had a life insurance policy with AIL policy #********. I cancelled the policy in February 2023 and received a refund. On August 18, 2023 I found that American Income life has continued the policy, and still shows it's registered in my name and has shown it as past due. I called customer service about this issue on August 18 and they hung up twice. What I want--I want American Income Life Insurance to cancel the policy, for real, remove the registration, remove the past due status and send me a stating they have done so along with an apology.

  Business Response

  Date: 09/06/2023

  We want to thank ******* for reaching out to us.  ******* was the owner of Policy ******** issued to ********** in 2018.  At her request that policy was surrendered and the cash value mailed to her in February.  That check has cleared our account.

  ********** has a second policy ******* which was issued in ****. This policy does not show that a surrender was requested.  Our office has continued to receive sporadic premium payments, the most recent in August 2023.  For those months that were not received, the cash value of the policy was used to keep the policy in force.

  If you wish to surrender this policy, please complete the attached surrender authorization and return it to my attention.  ******************
  

  Business Response

  Date: 09/06/2023

  surrender form attached

  Customer Answer

  Date: 09/21/2023

  This letter from American Income Life form without a date is completely unsatisfactory. It indicates they didn't bother to even look at my file and the account policy referenced and are using the same stall tactics they used last year when they sent letter after letter to request the same information over and over again, and never processing the information after 4 attempts. I have written information coming thru US mail. Please do not close this complaint.

  email address: *************************

  Sincerely

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

  Business Response

  Date: 11/13/2023

  We would like to thank ***************************** for returning the signed authorization to surrender policy 6529490.  As a courtesy the policy will be surrendered 01.26.2023.

  Customer Answer

  Date: 12/13/2023

  The complaint is ******** concluded.  Thank your your assistance.

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

• Initial Complaint

  Date:08/30/2023

  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.

  On 9/26/2021 a sales representative ********************* with American Income Life Insurance Company sold ** "Head Start" policies for each of our three children. The primary selling point being that our children would have access to a cash amount upon their 18th birthday that exceeded the amount we would have paid in total premiums (around $2,000.00 for each child in premiums but about $18,000.00 in cash value upon their 18th birthday), thus giving them a "head start" in life. Later we received the actual policies which did not appear to state this specifically, however our efforts to contact the company to ask clarifying questions was unsuccessful. I did finally receive a call back from *** on 7/7/2023, who did clarify that my children were not *********** a cash out sum of over $400.00 (varies for each child) on their 18th birthday. I told him this is not was told to us and my subsequent calls back were not answered. On 7/18/2023 I called and had to leave a voice message asking that I be reimbursed for the premiums that we had paid to this point ($1,305.26) and that they cancel our policies. On 8/2/2023 they withdrew $38.39 from our checking account.

  Business Response

  Date: 09/18/2023

  Our office appreciates **************** for contacting our office regarding this matter.  We have requested a statement from writing agent **********************  We will provide a response shortly.  *****************

  Customer Answer

  Date: 10/07/2023

  I apologize for missing the deadline to respond to this matter.  I hope that this delayed response will be accepted and the case will remain open.  
  
  This response from American Income Life does not settle the case.  When will there be a written response from the agent I named that sold us the policy?  Additionally, *** continues to automatically withdraw money from my bank account, including this October, even after I have requested that they stop. 

  Business Response

  Date: 10/11/2023

  Our office has attached a copy of the response from agent ***********  Agent ***** confirms that she sold  Whole Life policies for the children as our office does not offer headstart policies. Our **************** has no record of the complainant contacting us regarding the policies prior to this complaint.  As a courtesy we will cancel both policies as of 06.26.2023 which is the due date nearest the phone call **************** had with an agent.  Please let me know if I can be of further assistance.  ******************

  Business Response

  Date: 10/11/2023

  Agent comments attached.

  Customer Answer

  Date: 10/15/2023

  I am rejecting this response because: American Income Life has not refunded the total amount paid in premiums (still owing $806.19).  It's unsurprising that a salesperson of questionable integrity would draft a misleading statement denying any wrongdoing. Enclosed herewith is the Summary Sheet from our meeting with **************. As *********** lacks essential details, notably her information. My primary contention remains that this salesperson deliberately misled both my husband and me. Despite her claim of no recollection of our meeting, I distinctly recall our discussion. Our interaction took place outside my residence at a small table. She had recently concluded a deal with my father-in-law for a life insurance policy, assuring him of a substantial payout based on AIL's purported practice of investing premiums over the policy's duration. 

  Business Response

  Date: 12/06/2023

  Policies 17532285/86/87 were issued as applied for.  The policies offered an examination period during which the insured could review the terms of the policy.  If the policy(s) did not meet their needs, the policies could be returned for a full refund of premiums at that time.  This request for refund comes outside the examination period.  As a courtesy our office cancelled the policies of June 26, 2023.  A refund of $153.56 was deposited to the insureds bank account on October 12, 2023.

  As requested our office provided a copy of the agents statement regarding this matter.

• Initial Complaint

  Date:08/30/2023

  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 called this companys customer service number on July ******* asking them to switch over the card on file to a whole different account, I gave the agent routing and accounting information and was still charged for July bill and august, I called the company in seek of a reimbursement on August 14 and was told by the resolution team to call back in 3 business days for response I called Thursday than it was call back Monday I called Monday and it was call back thursday again I have been getting the run around and overdraft fees as well as return check fees because of this business. I cant even get a real answer or solution to my problem. I even contacted my bank and they told me they couldnt do anything and to contact the company since they were at fault.

  Business Response

  Date: 09/06/2023

  I would like to thank **************** for contacting our office.  It looks like he has been speaking to our ********************* the last couple of days.  I will have them call him back by the end of this week to make sure that the issue is resolved.  If not, he should contact me directly at ******************

• Initial Complaint

  Date:08/24/2023

  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.

  Agent :************************* #XF912.Contacted us about free discounts with our union that we could be using. Also free death ins. policy for us both thru union. Then she went on to describe an ins. that we could get so if we got sick we would have money available to us for bills etc. Like a life savings account. So we asked if it was a policy for cancer only. She assured us it was not that it covered any type of illness. We agreed to get ins. at $***** a month on July 19,2023. Took money out within 48 hours. Got policy mid August, looked over policy and it was a supplement cancer policy only with limited coverage. Plus on policy it says premium is $14.27 with **** fee. Not *****. Called on aug ,19,2023 agent would not respond to multiple calls and an email . I emailed the customer relations and they said they told her to respond to us. We did not meet with a zoom call as indicated, it would not work so she called us. She signed everything with our names. Policy says if there are any mistakes that it will not pay anything, well there are mistakes on policy. I tried to report but of course no response .Want our money back since it is not what she promised it to be .Policy number ********, here it says bank draft $14.27each month not *****. We want to cancel policy but can't get her to respond to calls or email. We want a refund also !

  Business Response

  Date: 08/25/2023

  Our office would like to thank ****************** for reaching out to us regarding their policies.  American Income (AIL) has group policies with multiple unions which all their members in good standing to receive free Accidental Death and Dismemberment coverage.  When an agent visits with the member other products offered by AIL are reviewed.  In this case, an application generated 3 separate policies.

  18848902  *********************;             Whole Life     Premium:  $42.97

  18848903  ***************************;      Whole Life     Premium:  $27.10

  18848904  *********************;             Cancer           Premium:  $14.27

  As a courtesy our office has cancelled all 3 policies as of the date of issue.  Premiums will be refunded within the next 7 business days.  

  We apologize for the lack of attention paid to this matter by agent *******  We trust that the refunding of premiums will satisfy the complaint.

  Customer Answer

  Date: 08/25/2023

  I have reviewed the business response and accept this resolution. I am happy to accept the cancelled policies and full refund for the policies. Thank you for your help.

• Initial Complaint

  Date:08/23/2023

  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 had a Zoom meeting with sales rep ****** ******** to discuss "permanent benefits" that persisted despite my recent severance from a union job. This comes after receiving calls from unknown numbers all over the country since July 11th, who would try calling twice each time while I was either working or otherwise unavailable. Once I was in the middle of a work meeting. Blocking one caller only made a new one pop ** in its place.In the meeting it dawned on me that American Income Life actually had no real connection to my previous union. The "temporary benefits" ******************** described were what I had as a union member, and that AIL's products were the "permanent benefits" allowed despite my separation. However, that introductory explanation was the last mention of the union. The meeting turned into a sales pitch for a complex insurance policy that costs upwards of $15/day for some subscribers. I told ******************** that I was not interested in pursuing a policy with AIL at this time and left the meeting early. I then blocked his email and phone number. The next day I began receiving calls from a new unknown number that left no voice mails. Since August 15 to today (17th) that has been 8 calls alone. I have left that number a voice mail to state my disinterest but due to the company's persistence I had to find a more effective route to end this. Based on their BBB complaint history, it does appear AIL seeks resolutions quickly. So please, add me to your Do-Not-Call list ASAP. And let this complaint either act as a warning to other consumers or the last external impetus for your company to change its deceptive, near-harassment business practices. Contacting a local office as you have done historically won't change this; I've got a call log showing numbers from ****** to *******. Make effective change, and maybe you'll see less complaints in the future? Just an idea.

  Business Response

  Date: 08/30/2023

  We would like to thank **************** for allowing us to respond.  Our records show that **************** completed and submitted a beneficiary designation card for the no cost group coverage provided by American Income Life through WPEA/Local 365 in July of 2023 which would have prompted the contact by an independently contracted agent.  As requested,we have added her information to our internal Do Not Call list and have requested the independently owned local business which services her area to mark their records accordingly.
  
  This request *** take up to ******************************************************************************** the event that occurs we ask *************** to kindly inform the caller that she has been added to our list and to discontinue contact. 
  
  We hope to have resolved this matter for ***************** 

• Initial Complaint

  Date:08/22/2023

  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.

  On May 18, 2023 We cancelled 3 policies in writing and requested an immediate refund of our payments. The account numbers are ********, ********, and ********. We have attached the letters signed requesting the refund of all of our premiums.To date we have not received our refunds nor any correspondence from them.

  Business Response

  Date: 08/25/2023

  Our office would like to thank ************** for reaching out to our office.  According to our records, policies ********, 18523909/10 were issued February 19, 2023.  The policies were cancelled by the agent on March 21, 2023.  I did not locate any other policies in the name of ******* or ************************  If premiums have been drafted from your bank account after March 2023, please provide me with a copy of your bank statement showing the transaction dates, and I will investigate.  ******************

  Customer Answer

  Date: 08/29/2023

  I am rejecting this response because:   You are aware that you debited by ach the two sums of $ $72.03 policy number ******** and $144.27 policy number ******** on February 24, 2023 from our checking account.  We have requested this to refunded multiple times in writing.  Please refund our money immediately!  I have the proof on my statement that we are owed this refund.  

  Business Response

  Date: 08/29/2023

  The insured's request for cancellation came 3 months after the policies were issued, which was outside the examination period. Likewise, the agents cancellation of the policies on March 21, 2023 was outside the examination period.  Based on the policy contract there is no basis for a refund of premiums.  However, as a courtesy, our office will cancel all 3 policies as of the date of issued and issued a one month refund on each.

  Customer Answer

  Date: 08/29/2023

  The cancellation was because we had not received the policy to even review!  They were preparing to take another payment on all policies.  The response that the request was after the review period is inaccurate.  If the review the date ********************* requested the cancelation and the fact that it took them until a few weeks ago  to ask us to put the request in writing.  Once we did and our refund did not show up I called yet again just before filing this complaint and got ****** who then advised us to fill out a form!  The do the most to try to take your money and cause you to cancel existing policies prior to receiving their approval and policies in writing.  They should be reprimanded for those actions.

  Customer Answer

  Date: 08/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/22/2023

  Type:Order 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.

  16 months ago my husband and myself were contacted by this company threw my work place of Zehrs Market in ******* , ***. to sell us life insurance with this company . I ( ********************* ) signed agreement for coverage of $10,000.00 Life and Accident , my husband ( *********************) signed an agreement for $10,000.00 life insurance . Our first payment of $156.61 monthly was taken out on March 28th 2022 . I cancelled policies on July 29th and they received signed cancellation forms on Aug 1 2023 . They said it would take ***** business days to fully process . I in total in the 16 months paid them $2505.76. Phoned them on Friday Aug 18th2023 and was told that we had bought only the service to provide $!0,000.00 each appone our death . ***** would receive$110.30 and I would receive a measely $11.50 to be sent by cheque Aug. 28th 2023 I do not like that they are denying me of $2383 96 .

  Business Response

  Date: 08/30/2023

  We would like to thank ************** for allowing us to respond. Our records show that an applications for insurance dated March 20, 2022 was received in our office which resulted in life and accident coverage being issued for ***** and **********************  On July 27, 2023 our office received a request to cancel all coverage for the ****** and the proper cancellation forms were sent to them to be completed, signed and returned to our office.
  
  We show that the cancellation forms have been received and the life policies are in the process of being surrendered for their available cash value.  The accident policy has been cancelled as well and a letter dated July 31, 2023 acknowledging the cancellation was mailed directly to the ******.  The coverage was issued as requested on the application and the contracts mailed in a timely manner.  Had a claim been incurred it would have been paid in accordance with the terms of the contracts.  All premiums paid have been earned and a refund of those premiums is not due.
  
  As indicated above, all coverage has been cancelled and no coverage is in effect for ***** and ********************** 

• Initial Complaint

  Date:08/18/2023

  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 signed up with American Income Life (AIL) in 2016 as it had been an option for supplemental life insurance through my union. In 2022, I switched to another insurance company and attempted to discontinue my policy with AIL, however, when I attempted to cancel my policy, I was told that I could not cancel my policy via phone and needed to sign paperwork that would be sent to me by mail in order to discontinue the policies for myself and my daughters. I waited for the paperwork and it never arrived. I contacted AIL on several occasions and was told that the paperwork would be sent again. Each time I called, the wait time was at times, up to one hour long and then when an agent answered, they would immediately put me on hold and disconnect the call. Eventually, I became frustrated and stopped calling. I also put a stop payment at my bank for their charges. Then they began calling me. They called at all hours and I explained each time that I wanted to cancel and requested the cancellation paperwork be sent againthe representative informed me that they had my address as ******** instead of ******, where I live. Again, I never received the cancellation paperwork. *** continued to call, email and bill me, seeking payment.It is interesting that they are able to contact me, seeking money but are unable to send me the promised cancellation paperwork. I just want to cancel mine and my daughters policies with AIL but it seems that I am not allowed to. Please help my get the paperwork for cancellation delivered to me.

  Business Response

  Date: 09/11/2023

  Our office is reviewing this and will provide a response shortly.

  Business Response

  Date: 09/19/2023

  We would like to thank ***************** for allowing us to respond.  A review of our records shows that ****************** contacted our office on March 16, 2023 to request the cancellation of the coverage.  We show that completed cancellation forms have been received but not for all policies in the household, however, based on the customers requests to cancel the coverage and in order to resolve this situation, we have reversed the automatic premium loans placed against the cash value of each policy through the nonfeature option of each policy and have surrendered all coverage for their full cash value. 
  
  We hope to have resolved this matter satisfactorily. 
  

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:  The business was not clear about additional policies not being cancelled. I wish to cancel the policies for the following:

  *********************, formerly Moksha Bode

  Cara Bode 

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

  Business Response

  Date: 09/21/2023

  Policies ********, ********, ******** were cancelled as of their April 2023 paid to date.  Policies ******** and ******** had cash value.  Those checks were mailed on September 14, 2023.

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair 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.

  Will not stop calling me. They will call 25 - 40 times a day every day of the week. I have told them numerous times that I do not want to change anything about my insurance policy and to stop calling me. I have blocked the number that they call from and a different person will call from another number. This has been going on for over a year and they have started calling my wife and she has told them to stop calling her and they continue to call.

  Business Response

  Date: 09/11/2023

  We would like to thank the insured for contacting us about this matter.  His phone number has been added to our internal DNC database.  In addition we have reached out to the independent contracted agent in his area and requested to have his contact information removed from their internal database.  He is welcome to contact me directly if he continues to receive phone calls after this. 

  Policy ******* ******************

  Customer Answer

  Date: 09/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/16/2023

  Type:Sales and Advertising 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, *********************, and my girlfriend, ***************************, had policies for a few months. After receiving better policies through our work, we decided to cancel the policies we had through American Income Life. After being on the phone for quite a long time, we were finally able to get in touch with someone who could help us. She constantly kept trying to sell us on the insurance, but ultimately canceled our policies for us. We received cancelation paperwork in the mail a while later. Yesterday (months later) my girlfriend received a call that her policies' billing had been changed, not canceled, and that she owed money. The man on the phone insisted that he come to her house to go over the policy and that she could cancel if she still didn't want it. These policies were canceled months ago. Why are we receiving calls about bills on closed accounts?

  Business Response

  Date: 08/29/2023

  We would like to thank ****** for reaching out to us.  Our records show that policies 18412836/37/38 were cancelled as of May 5, 2023.  When they were removed from automatic bank draft, the system generated a last direct billing notice.  This notice can be ignored.  I have reached out to the office of the independently contracted agents and requested that the contact information be removed from their internal database.  This may take up to 10 days.  Should the family continue to receive calls after that, I would appreciate them contacting me directly with the phone number from which the call was made.  ******************

  Customer Answer

  Date: 08/29/2023

  I have reviewed the business response and accept this resolution.