Is anyone familiar with American Income Life?

I've had American Income Life for my life insurance for a few years now. Last year, I added my wife on. Now a year ago, she wasn't out publicly as being trans and not on hormones, but this year she is out and when we renewed our policy earlier this year, we brought up her starting hormone treatment within the year. The guy who was in charge of our plan this time around all but ignored us when we brought it up and said that it wasn't important enough to add. Later, when they had a different person call to go over all our medications to be sure it was correct since they received our medical files, the person brought up the hormone treatment and I explained everything to them and who was providing my wife this care. The person on the phone was extremely awkward the moment I brought up my wife being trans.

We then hear nothing for months. I did start getting calls from an unknown number (all the associates use their own phones as far as I'm aware so we never get a business number popping up) but no message was left so I figured it was spam. After all, who answers unknown numbers in this age of none stop scam and spam calls? We then get a letter in the mail that they have declined my wife because of never getting her medical files from her doctors.

I haven't had the chance to reach out yet, but how would they know about my wife's medications that weren't listed on the initial application if not from her doctor? Yet being told her doctor provided this information in a previous conversation? Am I overreacting to assume it's tied to her being trans? If not, then why decline her when she is a continuing customer? Why would they not leave a message to call back over something so important or sending a letter before the declined covage to give us a chance to figure something out? They have our address, my email, and my phone number so why are they not reaching out in multiple different ways? I'm so lost and looking for some answers and possible advice before I call them.

submitted by /u/OctoberFeather
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