The payments made for the original policy only transfer to the new policy if the old policy was moved to the new policy by a 1035 exchange. If the old policy was simply cashed out and the proceeds used to purchase a new policy, the premiums paid for the old policy were already applied to reduce the taxable amount of the proceeds of that cash-out. In that case, though, the entire amount of premiums paid for the new policy would be the nontaxable amount of the surrender of the new policy.
Assuming that the policy was properly moved by 1035 exchange, if the insurance company will not issue a corrected Form 1099-R, you can submit a substitute Form 1099-R (Form 4852) with the correct information and explanation of how you tried to get the insurance company to issue a corrected form and how you determined the correct taxable amount. In TurboTax you'll do this by marking the "I need to prepare a substitute 1099-R" box on the "Tell Us Which 1099-R You Have" page. Preparing a substitute Form 1099-R will require you to mail your tax return.
