Business Profile

Insurance Companies

American Income Life Insurance Company

Complaints

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

Customer Complaints Summary

849 total complaints in the last 3 years.
344 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/15/2024
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 filled out a card designating my beneficiary upon my death. This basic benefit is granted by my union membership. I was contact and asked if the information was correct. I replied that it was and I was not interested in any further insurance. Since my reply I get calls everyday and texts from *********************** who refuses to take no I'm not interested for an answer. She is insistent and bully- ish for my time. The picture I attached below was my first text I got from her on January 10. I have received 2 to 3 calls a day from her. I am feeling harrased and intimidated.
Business Response
Date: 02/19/2024
We would like to thank ***************** for allowing us to respond. As requested, we have added ***************** contact information to our internal Do Not Call list and have requested the local office that services her area to mark their records accordingly. This matter will also be addressed with independent contractor *********************** as appropriate.

Please note that it may take up to 10 business days for this change to go through our system during which the customer may be contacted. In the event that occurs we ask that they kindly inform the caller that he has been added to the list and to discontinue contact.

We hope to have addressed ***************** concerns.
Initial Complaint
Date:01/12/2024
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.
1/12/2024 - An American Life Insurance salesman called me from a referral through my parents company benefits. I heard them out on pricing etc. Only for them to demand a response immediately and expecting payment. When I refused and asked for company informational paperwork he became hostile and defensive, avoiding my request saying there was nothing to show for it. I regret giving this person any of my personal information as it couldnt have felt more like a scam at the end of the conversation. The person who called me was ***************************** phone number **********
Business Response
Date: 02/07/2024
Our office would like to thank ********************* for reaching out regarding this matter. Agents are independently contracted and are not employees. Our office has added ***** to our internal Do Not Contact database. If any further phone calls are received, please forward that information to my attention.
Initial Complaint
Date:01/12/2024
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.
AIL makes it impossible to cancel the life insurance policy, once it is started. They repeatedly have salespersons call to upsale the policy and after getting sick of the repeated calls, I requested my policy be cancelled. Salespeople continue to reach out and each time act like they are unaware of the cancellation request. I finally allowed my payment method to expire and assumed they would cancel the policy once the premiums were not collected, but now they have continued to try to bill me months after I have them told them to cancel.
Business Response
Date: 02/16/2024
Our office has requested additional information from *********************, and will provide a response upon receipt.
Business Response
Date: 02/19/2024
We would like to thank *************** for allowing us to respond. Our records show that **************** first contacted our office to request the cancellation of his coverage on October 19,2023 and was transferred to the correct department to handle his request however, we do not show that the call was finalized and the policies were not cancelled. Our records further indicate that the subsequent draft was returned to our office unpaid by **************** financial institution which prompted premium notices to be mailed directly to him.

In an effort to resolve this matter, we have reversed any automatic premium loans placed against the cash value of the life policies for Mr. and ***************** since his original request on October 19, 2023 and have cancelled the coverage. Checks representing the cash value of the life policies as well as a cancellation confirmation letter for the accident only policy are being mailed directly to the Waters. In addition, we have added their information to our internal Do Not Call list and have asked the local office to mark their records accordingly.

Please note that it may take up to ***************************************************************************************************** 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 addressed *************** concerns and assure him that we take these types of complaints seriously. His feedback is being provided to the appropriate departments.
Initial Complaint
Date:01/11/2024
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.
For the past 2 years, after purchasing a policy from them, I have received multiple calls a week from AIL. When they call, they do three, back to back and never ever leave voicemails. Ive had several conversations with their employees about this tactic being dirty and every time I have talked to them, they try to upsell me. I have now told them at least 10 times to take me off of their call list and have told several reps that call that I want to cancel my policy because Im tired of the harassment. They all stammer and act like they dont know what Im talking about, so I tried to go online to cancel my policy, which I couldnt, so I tried calling and have waited up to 45 minutes several times to get on the line before giving up. I want the phone calls to stop and the policy canceled. If this is how they operate their company, I can only imagine how things would go if, God forbid, a claim had to be filed. In the past few weeks, the people calling have been trying to set up a meeting to review my policy and *** said Im not interested in doing that, to which they tell me I have to, to which I ask if the policy will be canceled if I dont (I wish), and they say no, so I ask what would happen if I didnt review my benefits, to which they dont have an answer and just tell me I have to have the meeting lol. Stay away from this company.
Business Response
Date: 02/20/2024
We would like to thank ************************ for allowing us to respond. A review of our records does not show that we have received a request to cancel his coverage and attempts have been made by the local office that handles his area to contact him regarding this matter, however, have been unsuccessful. Based on his communication through the Better Business Bureau we have cancelled his policy and a letter acknowledging the cancellation will be mailed to ************************** address on file.

In addition, we have added ************************** contact information to our internal Do Not Call list and have asked the local office to mark their records accordingly. Please note that it may take up to 10 business days for the change to go through our system during which time he may be contacted. In the even that occurs we ask that he kindly inform the caller that he has been added to the list and to discontinue contact.

We hope to have addressed ************************** concerns.
Customer Answer
Date: 02/20/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/10/2024
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.
August ********************* AILife for 7yrs there was an additional life insurance policy opened up on my account that I did not open or give authorization to do so. I have been fraudulently charged and an electronic signature was fraudulently placed without my knowledge or consent. I also requested a loan from my existing policy which funds were sent to a wrong account that I did not recieve even after confirming with agent my correct bank account information. This company is doing fraud transactions to its customers.
Business Response
Date: 01/26/2024
We would like to thank *************************** for reaching out regarding this matter. According to our records,the following policies are owned by ***************************:

14322834/********************************/Whole Life
A loan was requested and issued by check on December 20, 2023. At insureds request, the check was voided and direct deposited on January 3, ****.  The loan was returned by bank as the account had been closed. New ACH was processed in the amount of $1,881.98 was deposited to new account on January *******. The policy has paid-to-date of January 13, ****.
14322835/********************************/Whole Life
The policy has paid-to-date of January 13, ****. The automatic bank draft was cancelled by the owner. The policy has cash value of $318.10. Does the owner want to surrender it?
14322836/**********************************/Whole Life
The policy is set up for draft and has paid-to-date of January 13, ****. The automatic bank draft was cancelled by owner. The policy has cash value of $250.12. Does the owner want to surrender it?
15213754/********************************/Whole life
The policy was issued August 1, 2018. There was a returned item on this policy in July of 2023. The policy has been paid by the automatic premium loan provision since that date. Was it the owners intention to surrender this policy? If so, the loan payments will be added back to the cash value and the policy will be surrendered as of July 2023.
********/********************************/Whole Life
The policy was issued on August 1, 2023. The premiums are $9.13 per month. This appears to be the policy in question. As a courtesy, this policy was be cancelled as of the date of issue and premiums will be refunded.

There is no basis for a refund of premiums on any policy, other than the courtesy refund on policy ******** as mentioned. Please let our office know how to proceed with the remaining policies.ell us why here...
Initial Complaint
Date:01/07/2024
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.
An agent from American Income Insurance contacted us about a cancer and final arrangements policy. We had a Zoom meeting with her and agreed to sign up for the policy. She had us Docu-sign the application. We couldn't really read anything until after we signed. That's when I noticed that it was a non-smoker policy. We not only told her we were cigarette smokers, she witnessed my husband smoking on the Zoom meeting and commented about it.I contacted her and told her to cancel the policy. She said she could change the policy to a non-smoker for about $18 more per month. I told her no - that we wanted it all canceled. She kept trying to get ahold of us and each time, I just told her to cancel it. So finally, after 4 payments, I reached out AGAIN and she AGAIN tried to talk me into the other policy. I said no - I wanted it canceled. She THEN, after 4 months of holding us off, said she can't cancel, we'd have to contact *********** for that. She could have told me that 4 months ago. So I ask for our policy number and she said I didn't need it; just name and DOB would be fine. So we contact home office and after the initial person transferred us to ****************** we were on hold for 27 minutes. We had to hang up to go back to work from lunch. Called back again after work, knowing it was close to their closing time. Again, we were on hold for 8 minutes. We hung up and called back and said we wanted a supervisor. That worked, and we were sent the cancelation document. First question - what's the policy number? We have tried several times to get someone to tell us our policy number so we can cancel. NOTHING. No one will get back to us. How do I cancel and get my money back?
Business Response
Date: 01/31/2024
We would like to thank ******************** for reaching out to our office. As a courtesy policies 18881082/83 will be cancelled as of the date of issue and premiums refunded.
Initial Complaint
Date:01/05/2024
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.
My union local referred is to them. Filled out an info card. They called back explaining everything they offered. We declined all offers. They proceeded to call us at least 10 different times wanting to explain benefits. Every time they were told no, they became pushy. Asking questions about personal health and other questions to guilt me into staying on the line. I've told them numerous times to put my name on a do not call list. At this point, I would consider the unwanted phone calls harassment.
Business Response
Date: 01/11/2024
Our office would like to thank ***************************** for reaching out to our office. We have reached out to the office of the local agent that services his area, and requested that his contact information be removed from their internal database. It may take up to 10 days any leads released to be pulled. In addition, our office has added his phone number to our internal DNC. Should ***** continue to receive solicitation phone calls, he should contact me directly at ******************.
Customer Answer
Date: 01/11/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/05/2024
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.
This company is fraudulently adding on additional benefits to my policy, which is increasing my premium without my consent. I received a letter dated November 4, 2023 stating I was approved for the accidental death benefit which increased my premium by 4.17. I've never spoken with anyone about this regardless of the questions they stated I answered on 11.1.23 at 5:15. I'm concerned someone is fraudently adding on additional benefits and this needs to be escalated asap.
Business Response
Date: 01/11/2024
We would like to thank ******************************* for reaching out regarding this matte. According to our records, we were notified by the office of the writing agent that the insured agreed to the addition of an Accidental Death Benefit Rider in the amount of $4.17. The Rider was added to the policy as of the December premium due. The Rider has been removed and the additional premium will be refunded. An email will be sent directly to the insured with complete details.
Customer Answer
Date: 01/11/2024
I am rejecting this response because: They are lying saying that I approved this clause instead of admitting that they are committing fraud. I would like a copy of the call they are saying this conversation occurred with me.
Business Response
Date: 01/12/2024
The call was placed by the office of the local independent agent. They are not employees of American Income and they do not record their calls. If the insured did not approve this addition (which has been removed and refunded) then it was an error on the part of the agent's office by dialing incorrectly, and noting the wrong phone number. Our office apologizes for the inconvenience.
Customer Answer
Date: 01/12/2024
I am rejecting this response because: Nobody is out this company or with the home office is taking accountability for fraud. Very interesting they dont have recordings, however I was told they do. Im not letting this go and will escalate
Business Response
Date: 02/20/2024
Policies: 11141740/41, 11898065/66/67, 13067617/18
Policies are sold thru independently appointed agents. They are not employees. Their office will reach out to policyholders to review their current coverage and offer additional products. While we cannot say definitively, it is possible that the agent in this case dialed the number incorrectly when calling to offer the AD&D coverage. The phone call was not recorded. Our office apologizes for this inconvenience. Our office has procedures in place when additional coverage is added. The insured is notified of the addition, and that provides them the opportunity to contact our office in case there has been an error. Accordingly, the insured reached out. The additional premium had been applied for the months of December 2023 and January 2024. On January 15, 2024 our office refunded $8.34 directly to the insured's bank account and the monthly premium was corrected. This is the only policy affected. The insured is welcome to contact me directly if there are other questions. ******************
Initial Complaint
Date:01/05/2024
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.
This business does not explain to you how things work and makes it super hard to cancel. Ive had them for about 5 years. They have done some where things like take my emergency contacts and use the phone number to contact them to sell them a policy. But thats mostly fine. Recently, I called them in November because I wanted to see if they could beat a USAA life insurance rate that I have received. My representative did not answer during working hours and the next couple of days, so I decided to go with USAA and to cancel. I called 4 times to the main call center on my paper work just for them to send me to the cancelation department and have me on hold for 20 min each time where it then hung up the call with no one answering. I called my representative twice after for them not to answer. Then, I put a stop to the withdrawals of my bank draft to get their attention. They then reached out when the money stoped. I talked to a person on the phone finally and they sent me a letter to cancel. I submitted that in the mail and they finally stopped contacting me. Today, the randomly sent me a docu sign to get my bank draft information to continue my policy again. I looked at it and then didnt sign it. They then texted me and told me to sign it where I told them again I wanted to cancel and they didnt reply to the text. A couple hours later they sent me a message saying that I need to send them payment or they will take the cash value of the policy and put it towards that and they will bill me for all of it. I want it to be canceled and gone for good and for someone to reach out to me for that. Its not good for a life insurance company to be really hard to reach.
Business Response
Date: 01/11/2024
Our office would like to thank ************************* for reaching out regarding this matter. According to our records, Policy ********* was cancelled as of the November premium due date. Policy ******** was not cancelled. We will cancel policy ******** as of the November premium due date. Please let me know we can be of further assistance.
Customer Answer
Date: 01/11/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/04/2024
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.
Misrepresentation of the policy from beginning. Policy paperwork never received yet started taking money from my checking account. Reps were still saying I wasnt approved at first but still debited money.Then when I asked the agent to cancel I was given wrong information again further delaying the process. Money still being debited. Cancellation forms submitted many times, they would tell me they were received and to check back in a few days. When I did I would be told they never got the form!!This happened more than once so after three edits from my checking account I did a Stop Payment. As of today they still playing the same game.. one rep says they got it then another says No. Sales agent washed her hands of dealing with it early on till today when I advised them all I was filing complaints and charges against their company!!Agent said she would try to call them but they issue refunds not her!!These same complaints as mine I see all over the internet from other people and mostly Vets like myself have been taken advantage of!Im a 100 percent service connected disabled Vet on a fixed income and this is not right!!
Business Response
Date: 01/25/2024
We have reached out directly to ******************** and have resolved her concerns as well as following up with the local office regarding this matter.

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American Income Life Insurance Company is BBB Accredited.