Complaints

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

close

Find a Location

American General Life Insurance Company has 3 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 General Life Insurance Company

  2271 SE 27th Ave Amarillo, TX 79103-4301

• 

  American General Life Insurance Company

  PO Box 9000 Amarillo, TX 79105-9000

• 

  American General Life Insurance Company

  PO Box 818006 Cleveland, OH 44181

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:02/05/2025

  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.

  My father passed away 4.5 years ago. My mother has not received survivorship benefits from my father's life insurance policy even though she was entitled to his survivorship benefits. A death certificate was sent out 4.5 years ago. I know this because I helped fill the form. They now say they did not receive it and say they can't find it. On a letter dated January 8, 2025 from American General Life Insurance requested a copy of his death certificate, which was mailed on January 17, 2025. After several weeks of trying to find out what the Life Insurance is worth, and trying to get the benefits through direct deposit, American General Life Insurance, says they cant find his policy, even though the policy number was on the letter American General Life Insurance sent (we have a copy of the letter). I am keep getting bounced from department to department to no avail. They tell me they have no record of his policy number, his SSN, birth date and any other relevant information. If that were true, why did we get the letter requesting a copy of the death along with a check for $140.22 (she should have been getting this since he died). One person found the policy No on January 17, 2025, when I asked for the value she said she would have someone call me on January 20th. I did not receive the phone call. This week was more of the same, bounced from department to department with no resolution. My mother is 96.5 years old and she is entitled my father's survivorship benefits. Please help.

  Business Response

  Date: 02/06/2025

  Please find attached the Company's acknowledgement of the BBB complaint matter.  Once we have researched the complaint, a complete response will be sent directly to the complainant with an explanation addressing their concerns. At this time, we request that the BBB close the case on your portal.

  Customer Answer

  Date: 02/09/2025

  I am rejecting this response because we have not received a response from American General Life Insurance. EVERYTIME I call American General Life Insurance tells me they have no records of ****** ******** life insurance policy even though we gave them the policy number from their letterhead dated January 8th, 2025. Since the time we submitted a copy of the death certificate we have not heard a response from American General Life Insurance Company. To make things more aggravating my mother received two W2 tax forms for two separate accounts. There has to be a record of my father's life insurance policy. I erroneously she was not getting the $140.22 / month. However, after reviewing her bank statements from last year, I noticed there was a deposit for $140,22 each month except from April and December of 2024. Again, we (mother and I) are entitled to know what the survivorship death benefits are and there has to be a record of my father's life insurance policy because is she is getting w2 forms from American General. She is 96.5 years old and I am getting tired of being kicked around from department to department with no results and no answers. Thank you.

  Customer Answer

  Date: 02/09/2025

  Also, I request this case not be closed until a satisfactory response is received from American General Life Insurance Company that addresses our complaint.

  Business Response

  Date: 02/10/2025

  Complaint is currently under investigation. 

• Initial Complaint

  Date:01/13/2025

  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.

  On November 11 a correspondence address to my mother was received from America general that a on line account had been created and a loan requested against my mothers life insurance policy. My mother ******* ******* is in a residential care facility suffering from copd, dementia and was on hospice. I have her POA. The date if the later was November 5 2024, stated the application need to be returned before they could process the loan. So on the 11 I called and alerted them that this was fraud, they of coarse where reluctant to talk to me but was assured they would but a red flag on the account. I faxed through my POA the next day for there files like I was instructed. I waited until Monday the 18 and called the company to check on the status (my mother passed away that morning) and informed them my mother had passed that morning. Now they would not talk to me because my POA is no longer valid. Then on November 25 I received another letter addressed to my mother they had issued a loan if 4800.00 And the letter was dated November 7th. When i filled and received her death benefit it was less the loan amount of the $4800 loan. Called several times and told they where going to investigate first in November and now again in January. i have not received any response from them up to date. They where notified the loan was fraud and they issued the loan anyway. I would like my mothers whole life insurance policy amount.

  Business Response

  Date: 01/17/2025

  Please accept the attached as response to the inquiry. At this time, we request that the Better Business Bureau close the case on your portal.

• Initial Complaint

  Date:01/13/2025

  Type:Delivery 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.

  wife ******* ******** pass away at hospital november 17,2024 and american general life insurance check in my name *** ******** hasnt arrived.policy number is **********.ive called them numerous ***es also and the number there is ************ claims.whole life on her and i both! 10.000 each

  Business Response

  Date: 01/14/2025

  Please accept acknowledgement letter as complaint has been received and under review.

• Initial Complaint

  Date:12/13/2024

  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 inherited an annuity from my father with Corebridge financial, formerly American General Life. I submitted a beneficiary claim form on 11/8/24 via email. When I had not received a check, I called on 11/19/24 and after 55 minutes on the phone, I was told that everything was received, the forms were correct, somehow their processing department had not sent the money, but they would “escalate” the claim. I called again on 12/5/24 as I still had not received the check. They said the check was issued for the wrong amount so they had to “get the funds back in the account”and this would take 3-5 business days. On 12/11/24, still no check, I called again, asked to speak to a supervisor and was told that she asked processing to overnight the check and she would call me back AND email a tracking number. No one called or emailed so I called AGAIN on 12/12/24, asked for supervisor would not get off phone until they gave me a tracking number for overnight. Got the tracking number, but the check has not been sent to UPS by Corebridge. called for the fifth time today and was told again that it takes 3-5 days to “get the funds back in the account.” When I pointed out that they told me that on 12/5/24, so I should have already received the check, “Mr. ****” at the overseas call center read from the fake apology script. They did the same thing to my sister including issuing a check for the wrong amount. This is clearly a scam devised by the hedge fund that bought this company from American General Life. It is a systematic, by design, fraudulent system to hang on to money as long as possible. This is a required minimum distribution that I must receive by the end of the year or there will be tax implications. They should send me the money immediately with interest AND pay me for over 4 hours on the phone trying to fight through their scam. They also should lose their license to operate as one can see with an internet search this is recurring and systematic fraud.

  Business Response

  Date: 01/14/2025

  Please accept acknowledgement letter as complaint has been received and under review.

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because: The response is just a delay tactic and an obvious attempt to avoid addressing the complaint. The company wants me to send more information and I have spent 3 months sending them information and calling double digit times. I was lied to on literally every call. From their offshore call center where everyone’s name is “Mr. ****.” They even gave me a fake tracking number for the check they were supposed to mail and did not for several more weeks. This company was bought by a hedge fund that has clearly implemented a strategy to delay payments. I know this because they did the same thing to my sister with the same lies. WARNING: do not do business with this company. If your employer is using this company, have them review the multitudes of BBB complaints. There is enough information for a class action law suit if any attorneys out there are listening. I finally got the money they owed me, but after months and hours and hours of my time wasted. 

  Business Response

  Date: 02/10/2025

  Response has been mailed to the complainant. 

• Initial Complaint

  Date:12/12/2024

  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.

  On 5/21/24 my friend and insured ****** ***** passed away. I am named beneficiary on the policy however; she is not my family. She was under care from a hospital worker as she has no family that stopped paying in Dec according to the insurance co. She had it previously on auto payment and they were to notify me if there was a non payment so that I can make a payment. She was in the hospital for most of 1923 and 1924. She was not in the right frame of mind beginning in 1923 and is the reason she was assisted with a power of attorney. The insurance company is wanting me to get medical records but they will not release to me because I am not family. I was her friend. They stated to which I advised the company that they can request if they wish to get the hospital records, also her death certificate clearly shows she was in a long term care facility, and totally non compliant. They are not listening to me when I have exhausted all of my attempts to settle their requirements they promised to send me a letter to sign I never received. I need help to collect on the claim for $10,000. for the insurance I paid for in case of her death.

  Business Response

  Date: 12/12/2024

  Please find attached the Company's acknowledgement of the BBB complaint matter.  Once we have researched the complaint, a complete response will be sent directly to the complainant with an explanation addressing their concerns. At this time, we request that the BBB close the case on your portal.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 mother, **** *. *****, passed on November 16, 2021. I am one of her three heirs. She had three small insurance policies with American General. I am her Estate Administrator, but I did not submit a claim for the proceeds. In early November 2024, I called the office to inquire about the policies. I was informed that American General mailed NINE insurance checks to one address. I do NOT live at the address to which the checks were mailed. I was also informed that the checks had been endorsed and cashed. I did not receive any insurance proceeds from American General and I did NOT cash any checks. I was told by American General that copies of the cancelled checks would be mailed to me and that I would receive them within 7-10 business days. That was a month ago! To date, I have received NOTHING. HOW can AIG send benefit checks to an address that does not belong to me? WHY have I not received copies of those checks to I could see the signature used to cash the checks that were written to ME? I want to be reimbursed for the amount that AIG sent in error. My sister, also an heir wants the same compensation.

  Business Response

  Date: 12/23/2024

  Please find attached the Company's acknowledgement of the BBB complaint matter.  Once we have researched the complaint, a complete response will be sent directly to the complainant with an explanation addressing their concerns. At this time, we request that the BBB close the case on your portal.

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:American General is EXTREMELY SLOW to procesd inquiries in this matter. They have NOT communicated with me AT ALL. They have not explained why they sent MY I insurance  benefit to an address to which I have never lived.  I DID not initiate the claim and have had no benefits TAKEN by someone other than myself. Such poor record keeping is unacceptable and highly disappointing.

  Business Response

  Date: 12/30/2024

  Acknowledgement Letter (attached)

  Customer Answer

  Date: 01/08/2025

  I am rejecting this response because: I still have NO more information than what I had when I filed the complaint. AIG calls me, promises to take action and NOTHING happens.

  Customer Answer

  Date: 01/29/2025

  At this time, my complaint is still unresolved. I am awaiting communication from American General Insurance to see if and when the insurance proceeds will be reclaimed from the fraudulent activity.

  Customer Answer

  Date: 02/04/2025

  The affidavit that I submitted to American General is attached. Though their response letters say that written information, including sensitive details will be mailed to me, I have not received anything. No tangible results habe been sent to me. My case is still unresolved. I am asking that American General send the insurance proceeds directly to me; since they were issued to someone else in error.

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  Starting on oct. 7th this company suddenly started taking money out of my checking account when I had not in any way signed up for any insurance. I have received no notification that such a payment would be taken from my account. This is a scam. I want all my money refunded for an insurance policy that I never took out nor have I received any insurance paperwork or correspondence. Hoe does a company allow this to take place?

  Business Response

  Date: 12/03/2024

  Please accept acknowledgement letter as complaint has been received and under review.

• Initial Complaint

  Date:11/08/2024

  Type:Delivery 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 a Life Annuity with American General Life Companies, Annuity number ********** dated September 3, 2007. I wish to make a complaint about unpaid quarterly payments and I require that these payments be made up to date and continued as per the annuity terms. The amount to be paid quarterly is $1569.66. As stated above, the quarterly payments for 01 July and 01 October 2024 have not been paid to me. I have discussed these missed payments with the company’s life annuity Service Center at phone number ************ numerous times in July through September, and twice more in October when the October payment was missed. The people I contacted at the service center assured me each time that an error had been made. It would be reported and I could expect payment in 7 to 10 days. Nothing has happened yet. In addition, I have recently discovered that American General Life has made at ***st one earlier payment to an account with ******** Bank National Association, account number unknown. They suggest I requested this, which I deny. I have asked the annuity service center personnel for more information about the ******** Bank account, but they say they are unable to provide it. Note: for the purpose of completing this complaint form I am using the Oregon U.S address of my daughter ***** ******. Therefore any further communication with me should be by the email address provided on this document

  Business Response

  Date: 11/11/2024

  Acknowledgement Letter attached

  Customer Answer

  Date: 11/14/2024

  Ref: complaint #********.
  
  I have received your recent communication to me, ***** ***, which presented a copy of a letter addressed to you concerning my complaint against American General Life Companies.  The response came under the letterhead of Corebridge Financial which I suppose is an affiliated company of American General Life Companies.  As far as I can comprehend, their letter does not propose a solution to the case I have presented, only that they will ‘complete a review and contact me directly’.  One can assume they mean ‘in due course’.
  
  This does not present a satisfactory result to my complaint.  They have already assured me many times that the problem will be reviewed and solved ‘in 7 to 10 days’.  I would like the complaint to stay active until the matter is resolved to my satisfaction.
  
  I forward to you a copy of a letter of complaint I recently sent to American General Life Companies at their Cleveland Ohio Offices.  This is the location where, presumably, final actions will take place to solve the problem.
  ***** ***

• Initial Complaint

  Date:11/07/2024

  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.

  My Aunt ****** **** ***** bought life insurance with this company. She passed away September 5, 2024 and i am the beneficiary of the insurance. They have not been responsive, i submitted the death certificate and they are claiming they need some form that I can't find. They tried to attach it to their "secure" email system and it didn't work. They said they would email it to me and they have not. Now they are not responding to my emails or phone calls. I have documented emails stating this.

  Business Response

  Date: 11/07/2024

  Acknowledgement Letter attached

  Customer Answer

  Date: 11/13/2024

  I am rejecting this response because: they still have not been in communication with me or sent me the documentation needed to file the insurance. 

  Business Response

  Date: 11/25/2024

  Hello,

  A final response letter was sent out to the customer on 11/20/2024 via First Class Mail. They should be receiving it shortly.

  Thank you.

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service 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 have attempted to obtain information regarding a old policy of my brother's: ******* *****. I have faxed the request on 4 separate occasions. I have received absolutely no response. I also provided the POA I have regarding my brother's affairs as well. I just need to know the type of policy, value of said policy. As well as the termination date and if payout amount if any. This document is the only thing preventing my brother's Medicaid application from being approved. It has been denied pending receipt of this information. I have called and spoken with multiple representatives as well and have gotten no where via telephone. Thanks

  Business Response

  Date: 10/08/2024

  Please find attached the Company's acknowledgement of the BBB complaint matter.  Once we have researched the complaint, a complete response will be sent directly to the complainant with an explanation addressing their concerns. At this time, we request that the BBB close the case on your portal.

  Customer Answer

  Date: 11/13/2024

  Hello,

  I would like to thank the BBB for all of your help in resolving my brother's request for information. I had endured 5 arduous weeks of no response as well as being passed around like a hot potato to absolutely no avail. After contacting the BBB (you guys) I received an immediate response that got the process moving. After 3 additional weeks my brother's request was finally granted and resolved. Thanks so much again for the great assistance on this matter.

  Sincerely,

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