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.

close

Find a Location

American Income Life Insurance Company has 308 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
• 

  American Income Life Insurance Company

  9111 Cross Park Dr STE E-144 Knoxville, TN 37923-4506

  
• 

  American Income Life - Tommy Vena

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

  
• 

  American Income Life Insurance Company

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

• 

  American Income Life Insurance Co.

  8011 34th Ave S STE 250 Bloomington, MN 55425-8828

  

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:03/21/2025

  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.

  In Sept. 2024 we called our representative at our Life Insurance agency to please cancel all (7) of our policies. He said he would take care of it and we would receive some things to sign. We never did. Fast forward to Jan.2025 I started receiving calls everyday for collections to pay these said policies. I had stated these have been canceled. A lady finally said to me that until our system shows they are canceled they will continue to take the monthly payment out of the cash value of your policy. Wait. What? Why didn't the agent cancel? What has happened? A lot of phone calls later I was told I had to fill out this paperwork and submit. Which I did immediately. Then wait. We received 2 checks out of the 7 total policies and they were not the amount they were supposed to be. So another call had to be made. Found out that a manager had to approve the payback of the money taken from the cash value to pay the premiums. The manager said she could not approve until I provided proof? Proof that I spoke to your agent? How does one prove that? I asked if I can send my call log? She laughed. I basically needed an email or text or something. Which obviously I didn't have. So I asked her how do we correct this and why is it my responsibility to prove that your agent didn't do his job? No reply other than I can't help you. So for 5 months they just took roughy $300 each month from us and we have absolutely no recourse to get that back. I am beyond frustrated. We have paid these policies for 10+ years wit obviously no claims. You can do the math on that. For all the money they have already received from us over the years and now to want to take even more? Its just absurd that these insurance companies just get away with this. This money that was taken out of the cash values of our policies probably doesn't seem like much to many, but to us it is a lot of hard work down the toilet. I just want someone to stand up and do what is right. We deserve our money back.

  Business Response

  Date: 04/01/2025

  We would like to thank ******** ******* for reaching out to our office regarding this matter.  Per our records, we do not show a phone call from Ms. ******* in October to cancel her respective policies.  The first record of a cancellation call occurred on January 22nd, 2025.  A cancellation form was subsequently emailed to the insured and a signed copy of the cancellation request was returned to our office the same day.  The policies that were cancelled are as follows:
  
  ******** *******
  
  12303117 Surrendered 2/3/25.  Cash Value - $2,786.74.  Check mailed 2/3/25.  Check cashed 2/19/25.
  
  14264846 Policy Lapsed for Non-Payment of Premiums 11/8/24.  Last premium collected 10/31/24.  No cash value to surrender as it is a Term Life policy.
  
  13409493 Surrendered 1/27/25.  Cash Value - $497.78.  Check mailed 1/27/25.  Check cashed 2/19/25.
  
  17155948 Policy Lapsed for Non-Payment of Premiums 11/1/24.  Last premium collected 10/31/24.  No Cash Value until Year 6 of policy, therefore no cash value to surrender.
  
  A Cancellation Form for ****** ******* was also received on 1/22/25.  The policies that were cancelled were as follows:
  
  ****** *******
  
  12303116 Surrendered 2/3/25.  Cash Value $2,640.31.  Check mailed on 2/3/25.  Check cashed on 2/19/25.
  
  14264845 Policy Lapsed for Non-Payment of Premiums 11/8/24.  Last premium collected 10/31/24.  No cash value to surrender as it is a Term Life policy.
  
  19337982 Policy Lapsed for Non-Payment of Premiums 10/21/24.  Last premium collected 10/31/24.  No Cash Value until Year 3 of policy, therefore no cash value to surrender.
  
  Policy ******** is owned by ****** ******.  A Cancellation Form was received by our office on March 12th, 2025. The policy was surrendered on 3/17/25. The cash value at the time of cancellation was $34.11.  A check for this amount was issued on 3/17/25 and has not cleared our account to date. 
  
  All policies were cancelled upon receipt of a written cancellation request and surrendered for the cash values at the time of the request.  No premium refunds are due as coverage was in place until the written request was received and no premiums were collected after 10/31/24 on the lapsed policies. 
  
  Please see attached screenshots of payment screens and attached cancellation request forms for ********, ****** and ******. 
  
  Please let our office know if we can be of further assistance.

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because:   Their agent was suppose to cancel and send the information in October. He did not. However payments did stop. So? Wouldn"t that tell you it was canceled? There is no way for me to prove the conversation I had with the agent. That is what is infuriating, and they just took 6 more months of premiums from our cash values on our policies. They are always gonna win and take. Us little folk will always get raked over the coals. I feel that after being a customer for 10+ years that they could have handled this situation better. I guess there is nothing further I can do as I cant prove a conversation and what they say will always be correct, moral or not. Just a bunch of crooks.

  Business Response

  Date: 04/08/2025

  We would like to thank Ms. ******* for reaching out to our office.  Please see our previous response regarding this issue.

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service 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 father passed away december 2024, he had a small policy of 5K, my mother is elderly and she is getting the run around on getting this 5K, they are acting like its a million dollar policy. Multiple phone calls have been made only for them to say the check will be there in 5-10 business days...its been over 3 months. What a scam....they have all the documentation needed and still are giving my mother the run around.

  Business Response

  Date: 03/31/2025

  We would like to thank ******** **** for reaching out to our office regarding this matter.  Per our records, a claims check in the amount of $5,120.87 reflecting a death benefit payment of $5,000.00, a premium refund of $76.90, and an interest payment of $43.97, was mailed to ****** **** on March 23rd, 2025.  The check has not cleared our account as of March 31st, 2025.  Please let our office know if we can be of further assistance.  

• Initial Complaint

  Date:03/20/2025

  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.

  I filed the paperwork to cancel a life insurance policy Ive had for 30yrs and requested a payout on Feb 10th, 2025. Ive gotten nothing but lies and manipulation, along with approximately 12 emails and holding my check up. I was told by 1 customer service representative, that the check had been cut on March 5th. Then I get an email Friday March 14th, 2025 that my accounts had been canceled no mention of any thing else. On Monday March 17, 2025 I get an email that it was mailed on March 11, 2025, give it 7-10 business day. Im writing this complaint because its now March 20th, 2025 and I get an email that I NOW have to wait 40 days before Anything! This is a SCAM orchestrated by American Income Life Insurance to hold my funds! NOT ACCEPTABLE!

  Business Response

  Date: 03/31/2025

  We would like to thank **** ****** for reaching out to our office regarding this matter.  Per our records, Policies ******* and ******* have been cancelled.  Policy ******* is an accident policy and no refund is due.  Policy ******* was surrendered and a check in the amount of $3,396.14 was issued.  The check cleared our account on 3/26/2025.  Please let our office know if we can be of further assistance.

• Initial Complaint

  Date:03/20/2025

  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 life insurance policy with American Income. I keep getting told that I'll be sent a surrender form via email, however, that form has never been received even though I have verified my email address with them several times. I either get told lies, hung up on or no response. I am just trying to cancel my life insurance policy which shouldn't be that difficult. I had to call my bank which cost me $30 to stop further withdrawals for my policy. I just want confirmation of cancellation of my policy. Any help is greatly appreciated.

  Business Response

  Date: 03/31/2025

  We would like to thank ********* ******* for reaching out to our office regarding this matter.  Per our records, the policy was cancelled as of March 25th, 2025.  Please consider this confirmation of policy cancellation.  Please let our office know if we can be of further assistance.  

• Initial Complaint

  Date:03/20/2025

  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.

  Company keeps calling me after I have told them to put me on the do not call list. They continually Harass me every couple of days from new numbers. I would like this to stop as I do not have a policy with this Company any more. They scammed me into getting a policy saying it was free. Then they charge you. I canceled years ago and they still continue to harass me.

  Business Response

  Date: 03/31/2025

  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 Mr. ***** from any internal database and cease all future communication attempts.  Please allow 7-10 days for this request to be processed.  It any future attempts are made to contact Mr. ****** please provide the phone number used to call Mr. ***** and we will address it on an individual basis.  Please let our office know if we can be of further assistance. 

  Customer Answer

  Date: 04/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/19/2025

  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.

  Billing issue - We cancelled the insurance because we were paying to much for a ******* policy. They told me it was cancelled. But they have not cancelled. They are sending me a form to fill out. I want to be refunded for the delay in cancellation for policy of ******

  Business Response

  Date: 03/21/2025

  We appreciate ***** ******** giving us the opportunity to respond to this matter.  Policies 19982736/37/38 will be cancelled and a one month refund issued on each.  Please allow 7 business days for the funds to be released.

• Initial Complaint

  Date:03/18/2025

  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.

  At 10:50 am on January 22, 2025 I spent 50 minutes on the phone canceling all 5 of my families policies from American Income Life. The agent I spoke with confirmed the cancellations and advised me she removed my accounts from autopay. On January 28, 2025 I was charged $144.16 from American Income Life. On February 26, 2025 I was charged $144.16. When I became aware of the charge in February I looked back and confirmed a charge in January. I then called AIL on 2/26/25 to figure out why I was still being charged. The agent I spoke with said I never canceled my policies, then retracted and said I never canceled ALL of my policies. She was showing 3 (my children) policies still active while the other 2 (adults) were canceled. She canceled the remaining 3 and told me she would need to escalate my call to someone else to provide a refund for the additional 2 months I was charged. I have since spoken to AIL on 3/4/25, 3/5/25, 3/7/25, 3/12/25, 3/17/25 and today 3/18/25 all culminating in the apparent mishandling of call logs. I have been advised because they cannot find the call logs/recordings from the original date of cancellation I will not be refunded. They have record of a note from the original call saying the policies were being canceled but have told me that isnt sufficient evidence in my favor. Im at my wits end in trying to recover the lost money through speaking with their customer service representatives.

  Business Response

  Date: 03/21/2025

  Our office appreciates the opportunity to respond to this complaint.  Policy ******** was surrendered as of February13, 2025.  The surrender value was direct deposited on 03.16.2025.

  Policy ******** was cancelled as of 01.26.2025.  This policy had no cash value.

  Policy ******** will be cancelled as of February 4, 2025.  A two month premium refund will be issued.  Please allow 7 business days for processing.

  Policy ******** will be cancelled as of February 4, 2025.  A two month premium refund will be issued.  Please allow 7 business days for processing.

  Policy ******** was cancelled as of 02.04.2025

• Initial Complaint

  Date:03/17/2025

  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 2 policies with American Income Life. The first policy is ok ******** with draft of $87.04 is ok. The problem is with policy *******. The premium should be $35.78. But they took out *****. That is $38.37 more than they should have taken out. I called 2 times. Thie first time the lady said she was sending me a refund and I would have it in 2 to 3 days. But it never happened. I called today and was told I bought another policy. I've been in the Hospital for Cardiac Surgery for the past month. After my first visit I was sent home just to be taking back the next day to have a duel pacemaker put in. The address on my paperwork is American Income Life Insurance Company P. O. ******************************************** Phone ************* I did not buy a third policy. 2 policies is plenty. This needs to be fixed. I have tried 2 times before I contacted you. Today the *** from the Insurance hung up on me.05 INS.PREM ******,****** AM INCOME LIFE COID1741365936 Direct Debit $87.04 MAR 05 INS.PREM ******,****** AM INCOME LIFE COID1741365936 Direct Debit $74.15

  Business Response

  Date: 03/19/2025

  We appreciate ****** ****** reaching out to use about this matter.  We show that ****** currently has Whole Life policy ******* and Whole Life policy 14555045.  ***** ****** is covered under Whole Life policy 20032446.

  An application for additional coverage was taken on March 4, 2025 and Whole Life policy ******** was issued with a monthly payment of $38.37.  We were advised that the policy had been issued in error and it was cancelled.  Funds were refunded to the bank account on or around March 3, 2025.  It may have taken up to 3 business days for the transaction to have cleared.

  Customer Answer

  Date: 03/19/2025

  I am rejecting this response because:   they withdrew the funds from my account on March 5th. They claim they returned them on March 3rd.. Plain as day they are lying. How do they return money before they take it! When they return it to my account, I will close the complaint.

  Business Response

  Date: 03/21/2025

  Our office apologizes for the delay in cancelling and surrendering policy 20136638.  Funds will be released within the next 7 business days.

  Customer Answer

  Date: 03/21/2025

  I am rejecting this response because:   I sent you a copy of my bank account. You can see what they took out and no repayment has account yet. When it does I will be satisfied. They cant tell me how this happened wile I was in the Hospital having open heart surgery. 

• Initial Complaint

  Date:03/14/2025

  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 applied for additional policy coverage for my ******** I got denied for myself but my son got approved. I had given them my checking account info already. They sent me documents to review & sign. I changed my mind & didn't want the policy. They somehow mistakingly put the policy as an instated policy. They said they would investigate why the policy was instated anyways without my approval. They started drafting from my checking account without my approval. They drafted $20.50 out on Jan. 17, 2025 & then another of $15.50 on Feb. 4, 2025. Then they refunded only a partial amount of $23.50 on Feb. 13, 2025. I spoke to them on different occasions to get the remaining $12.50 refunded & they said it would be refunded & hasnt. Then they drafted another amount from my account for $6.25 on Mar. 4, 2025. I spoke with them a few more times, they said they would send me a policy cancelation *********** haven't. I've been plenty patient & given them enough time to correct the error. Thank ********* bless!

  Business Response

  Date: 04/01/2025

  We would like to thank Mr. ******** for allowing us to respond.  A review of our records shows that while Mr. ********* applications were not issued the coverage for his minor child was approved and the contract mailed to the address on the application on January 30, 2025. 
  
  Mr.******** called our office on March 9, 2025 to request the cancellation of his sons policy and was sent a cancellation form that needed to be completed,signed and returned to our office for processing.  In an effort to resolve this matter we have cancelled Mr. ********* policy and are issuing a full refund of all premiums paid totaling $18.75.  The refund of premiums is being credited to the bank account on file and should reflect in the customers account within the next 36 to 72 business hours. 
  
  We hope to have resolved this matter satisfactorily. 

  Customer Answer

  Date: 04/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/14/2025

  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.

  I called to cancel my policies on 2/4/25. They told me I needed to fill out some forms that they would mail me. I never received the forms. Then I started getting calls stating that I needed to pay my premiums. I told them that I had cancelled my policies but never received the forms. The person I was talking to then emailed me the forms. I filled them out and emailed them to the address on the form. Now they are saying I need to email it to a different email address.

  Business Response

  Date: 03/17/2025

  **************  We appreciate **** ****** reaching out to ** regarding this matter.  All policies have been cancelled as of 02.10.2025.  We will use the complaint as the authorization to release the surrender value of policies 11463668/69.  Please allow 7 business days.