TruStage recovery status and online resources
TruStage® continues to make progress in its recovery and restoration efforts following the cybersecurity attack identified on July 11. Because this was a particularly broad attack on our network and systems, we are rebuilding parts of our infrastructure so systems can be brought back safely, rather than simply turned back on.
Claims
Latest update - Sept. 18
NEW - All pre-outage GAP claims have been processed except for claims awaiting required information.
Claims submission
Partially available
Claims processing
Partially available
Claims payout
Partially available
Policy & contract servicing
Latest update - Sept. 18
NEW - Additional policy-servicing capabilities are being restored through contact-center-supported processes, including progress toward cancellation, surrender, beneficiary change, and other policy-servicing requests. Some requests may continue to require manual processing while recovery efforts continue.
Servicing one-time payments
Partially available
Servicing recurring payments
Partially available
Servicing manage policy/contract
Partially available
Servicing cancel policy/contract
Partially available
Disbursements
Latest update - Sept. 18
NEW - Retirement participants may continue to request eligible loans, distributions and other permitted transactions through available servicing channels, while additional self-service and account access capabilities are restored. Periodic benefit payments continue to be processed.
NEW - Direct-deposit servicing for annuity customers is now available, in addition to existing access to withdrawal, surrender, direct-deposit servicing and lifetime income payment options., Additional servicing, payment and distribution capabilities are continuing to return through phased recovery efforts.
NEW - Additional customer servicing capabilities, including support paths for certain surrender and policy transaction requests, continue to be restored as operational capacity expands. Processing times may be longer than normal for some requests.
One-time withdrawal
Partially available
Recurring withdrawals
Partially available
Surrenders
Partially available