"Former employee attained the age 65 normal retirement age a few years ago. She never received any distributions -- or maybe she did.

She was a participant in a DB plan and 401k plan. Plan sponsor says they paid a monthly benefit once she reached age 65 based on 50% joint and survivor. But those checks were never cashed, so the plan sponsor assumed she had died.

Now she's asking for a lump sum payment, because she insists she asked for a lump sum payment at NRA when she terminated employment several years prior to her NRA.

What is she entitled to now?

Employer is a large insurance company that obviously has vast experience administering qualified plans, including their own. Employer insists she was contacted by mail but never responded. So it's possible some fault for all this lies with the former employee. Nevertheless she should be entitled to something, yes? She has communicated she would accept the lump sums determined as of her NRA without additional earnings. But I'm not sure that a plan administrator is allowed to unilaterally approve that."