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 - Oct. 6
NEW - Customers can access enhanced online support resources, including improved navigation and expanded search capabilities.
Claims submission
Partially available
Claims processing
Partially available
Claims payout
Partially available
Policy & contract servicing
Latest update - Oct. 6
NEW - Additional policy-servicing capabilities continue to become available across Life, AD&D, Annuity and Retirement products. Teams are starting to process the backlog of life insurance surrender requests. The individual service hub continues to provide service-request resources.
NEW - Recovery remains phased. Existing servicing backlogs, manual processes and system dependencies continue to affect timing, and available information or capabilities may vary by product and retirement plan while testing and validation 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 - Oct. 6
NEW - Disbursement capabilities continue to return in phases across life, annuity, retirement and executive benefits products. Current recovery work includes processing the backlog of Life surrender requests, beginning phased issuance of delayed Annuity contracts and expanding retirement participant access to account information. Existing backlogs and manual processes may continue to affect completion times for requests.
One-time withdrawal
Partially available
Recurring withdrawals
Partially available
Surrenders
Partially available