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This is likely not true. My guess is you think the original base policy death benefit is all that would be paid at death. If dividends have been either buying paid up insurance each year or accumulating at interest, that added amount will also be part of the death benefit.
Ask them to either change dividend to pay premium or have them elect a reduced paid up policy. (Assumimg no current loans on the policy)
Its most likely the way the statements look. As you probably know more than most around here, sometimes those old policies break out the values and show the Base DB, then the PUA DB, Policy Value, and even PUA CV... all separate.
Very hard for a consumer to navigate and understand without reading the fine print.
Our industry has improved annual statements a lot over the past 20 years as products developed.