American Income Life Insurance Company

PO Box 2608†††††† Waco, Texas 76797†††††† (254) 761-6400†††††† www.ailife.com

 

 

COMPLAINT HANDLING PROTOCOL

 

 

Contact Person:            Mary Schronk

Vice President

 

Address:†††††††††† ††††††††††† P. O. Box 2608

Waco, Tx 76797

 

Phone:††††††††††††† ††††††††††† 254-761-6400 or 1-800-433-3405

 

Fax:††††††††††††††††† ††††††††††† 254-761-6637

 

Email:†††††††††††††† ††††††††††† pos@ailife.com

 

 

Procedures for handling complaints:

 

1.Complaint must be submitted to the Company in writing.Complainant should include any documentation they have that supports their position.

 

2.Upon receipt of the written complaint, a review of company records will be made to determine if similar complaints of this nature have been made in the past.

 

3.Depending on circumstances, the Company may contact the agent involved in the matter and may find it necessary to secure a written statement regarding the allegations that have been made by Complainant.

 

4.Once all pertinent information has been received (including agentís written statement if requested), all information will be reviewed and decision made regarding action, if any, that will be made by the Company.

 

5.A letter explaining the Companyís position will be sent to the Complainant.If Complainant is from Ontario and complaint cannot be resolved, an Insurance Ombudsman brochure will be mailed with the final letter written by the Company.

 

6.If the complaint is a Canadian complaint, a copy of the complaint file and the companyís response will be sent to our Chief Agent in Canada.

 

 

If more than a few days will be required to respond to a complaint, a letter will be sent immediately, noting that the complaint has been received and is being evaluated.If additional information is required, the process for evaluating the complaint may take 4 to 6 weeks, depending on the information needed.

 

††††††††††††††††††††††† ††††††††††††††††††††††† ††††††††††††††††††††††† ††††††††††††††††††††††† ††††††††††††††††††††††† ††††††††††† Rev Apr 2005