Georgia Department of Insurance Customer Service Issues

I am reaching out regarding an issue with a whole life policy from AIG. My name is Don Griffin from Griffin Ins Agency, License # [redacted]. Around 20 years ago, I wrote a whole life policy for Ernest Ricketson. Recently, AIG sent him a letter offering to upgrade his insurance before his birthday. Unfortunately, our office no longer has the records to verify his policy number. Despite contacting AIG multiple times, we have been unable to process his request to cash in the policy. AIG confirmed he has over $[redacted] in cash reserves but refused to provide the policy number or further assistance. Both Mr. Ricketson and I have tried contacting AIG, but they claim they cannot locate his policy. We submitted a complaint as instructed by AIG three weeks ago but have not received any updates. It appears there may be an issue with Mr. Ricketson's social security number on file. The offer to purchase additional insurance without an exam was made on October 9, [redacted]. Any help would be greatly appreciated. Sincerely, Don Griffin [redacted].