Help with elderly grandmothers universal life policy

So bear with me as I'm going to try to explain this as succinctly and clearly as possible and I hope this is a good place to post it but it may take a minute

My grandparents are in their 80s and neither can mentally be responsible for their financial needs any longer so me and my mom have been tending to them for the last few years. Spring of 2023 we get a notice in the mail saying the policy has lapsed due to the increasing cost of insurance causing the normal premium not to be enough to cover the costs for the $100k policy and that we need to send them $2,077 by 6/20/23 to keep the policy from being cancelled. After some discussion we decided to send them the money on 6/12/23 to keep the policy. Fast forward to April 2024 and they have sent us a VERY confusing notice indicating some sort of error on their end and saying that there was $2,500~ owed last year and now they need $9800- by June 2024 to keep the policy in force.

We contacted the insurance company again and the information we received was nothing short of confusing. At first the person claimed no record of receiving the $2,077 pmt from last June but then finally acknowledged receiving it. So what's with the $2500~ number? Well they say that yes they received the $2,077 pmt that was due on 6/20/23 but on 6/21/23 the policy went into the grace period AGAIN for the additional $2500~. Now keep in mind we never received any notice of this additional payment being due or any other invoices or information in regards to the policy until the confusing letter we received this April indicating some sort of error on their part and now asking for an additional ~$9800.

We have requested they email us a payment history of the policy and a breakdown of the value of the policy over time but have yet to receive either

Ultimately I don't feel like they are wronging us per say with the money they are asking for as I understand my grandmother is very expensive to insure at her age I am just very confused by the wording of the 2nd notice indicating some sort of error on their part that our payment will "rectify", the lack of communication we have received regarding the policy, and somewhat question an annual payment of nearly $10k for a $100k policy but I guess it makes sense given her age

We did verify they have the correct mailing address and they cannot produce any other notices that would have been sent to us.

I appreciate any help anyone can give regarding this

submitted by /u/Intimidwalls1724
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