HONOLULU (HawaiiNewsNow) – The family of an 85-year-old Big Island man is seeking a refund after he unknowingly purchased a $5,000 life insurance policy that cost him about $1,000 a year.

Arthur Russell said he responded to a mailing and completed the entire transaction over the phone. He said he believed he was signing up for car insurance.

“They were simply playing this scampish game on me and presenting me with this type of information that didn’t show me, you know, truth,” Russell said.

Family discovers policy three years in

Russell’s daughter, Kelli, discovered he was paying for the policy when Prudential Life Insurance sent a notice that he needed to renew his debit card.

By that point, Russell had paid more than $3,000 into the policy over three years.

“I asked my father what this was about,” Kelli said. “He did not know.”

When asked what he remembered about signing up for the policy, Russell said, “I don’t remember signing anything. There was nothing signed.”

Prudential’s refund response

Kelli sought a refund from Prudential. The company responded that it needed proof Russell “lacked the mental capacity on any date to handle his own financial or other affairs.”

Kelli Russell said although her father suffered from dizziness at the time, he was capable of handling most of his affairs.

“What they seem like they want me to say that my father has Alzheimer’s or something. That’s what it seems that they want. And he doesn’t,” she said.

Prudential had no comment on the case.

Regulators warn about phone sales

Hawaii Insurance Commissioner Scott Saiki said his division received more than 20 complaints last year related to life insurance sales, and he believes the problem is larger — particularly among seniors who are concerned about going without coverage.

“Generally speaking, telephone sales are kind of suspect, and we have to be really cautious about telephone sales,” Saiki said.

Saiki said seniors should take steps to protect themselves.

“They need to make sure that they have a good, qualified, reputable agent that’s assisting them, and they should really involve their family members in helping them make this decision,” he said.

Saiki said his office will intervene when complaints are filed. People with complaints can call (844) 808-DCCA (3222), email insurance@dcca.hawaii.gov or submit a consumer complaint online here.

“If someone calls our office and says, you know, I was misinformed about what I was purchasing or I didn’t really want to purchase it and I was kind of forced to purchase it, then we would definitely take a look at that and contact the insurance company to see what happened,” he said.

Under state rules, anyone who purchases a policy and later regrets it has 10 days to cancel and receive a full refund.

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