Services and recovery updates for individuals

TruStage continues to make progress restoring services through a deliberate, phased recovery approach. Because this incident affected a broad portion of the technology environment, systems and applications are being restored carefully to ensure they are secure, stable and validated before returning to service. Many critical capabilities have already been restored, and additional functionality continues to come online. While progress is being made every day, some capabilities will require additional time as recovery efforts continue. Recovery is increasingly moving from access to execution: more customers and members are reaching TruStage, more claims are moving through the process and more transactions are being completed. Some services continue to rely on interim or manual processes.

We continue working with outside experts to investigate the cyber attack to understand the full impact, including whether any information was accessed. If customer information is found to have been accessed, TruStage will notify anyone affected directly with next steps.

As we continue to learn more, updates will be posted on this outage page.

TruStage resumed the mailing of AD&D paper bills the last week in October. Our regular mailings of paper bills, for those not on recurring ACH or recurring credit card automatic payments for their AD&D policy, will continue going forward. To submit your payment, please include your policy number on the check or money order before mailing it in. Some standard sections of the bill may refer to the option of automatic payment set up and online policy management. We are working to restore these services, but currently customers should mail in a check for their premium payment as noted in the “payment options” section of the bill.

TruStage previously resumed recurring monthly ACH and credit card payments for AD&D and Life policies, and we resumed AD&D paper billing mailings in late October. Customers on automatic recurring billing by ACH or credit card may contact TruStage if they wish to switch to paper bill mailings.

To submit a payment by mail, please include your policy/certificate number on the check or money order. Mailing addresses for payments can be found at trustage.com/outage/individual/payments.

While one-time payments online or by phone are unavailable, you will not lose coverage due to an inability to make a payment during this service disruption. Once billing operations are fully restored, you will be able to make payments and update payment information as needed.

TruStage previously resumed recurring monthly ACH and credit card payments for AD&D and Life policies, and we are resuming AD&D paper bill mailings in late October. We will continue to process inbound correspondence and deposit and apply checks as they are received. Some payment capabilities remain unavailable, including one-time payments by phone for Life and AD&D policies and other billing functions. Customers will not lose coverage due to an inability to make a payment during the service disruption, and applicable grace period accommodation remains in place.

Additional capabilities will continue to come online as systems and processes are tested and validated.

No. Customers will not lose coverage due to an inability to make a payment during this service disruption. Policies that are currently active or in a grace period will remain in that status until normal payment processing resumes. TruStage will also provide accommodations, including extended applicable grace periods, as payment processing activities resume.

As systems and processes continue to come back online, some customers may experience delays, processing exceptions, or other service-related issues. Teams are monitoring performance closely and working to identify and address issues as quickly as possible.

If you requested changes to or cancellation of your policy during the outage, those requests may not yet be reflected in current billing activity. As systems and servicing capabilities continue to be restored, TruStage will process requests and honor them based on the date they were received.

One of the most common concerns we've heard from customers throughout this disruption has been their ability to make premium payments and maintain coverage. Restoring billing capabilities helps address that concern and provides reassurance that coverage remains in force while recovery efforts continue.

No. Billing restoration is one step in a broader recovery effort. We continue to restore systems and capabilities as they are tested, validated and ready.

While claims processing capabilities continue to expand, even under normal operations some individual claims may be more complex and require different levels of review, documentation, validation, or investigation. Because of these differences, TruStage cannot provide claim-specific payment timelines.

If a loved one passes away during this time, or you otherwise have a claim under your individual coverage, the claim will be processed and paid in accordance with applicable policy terms and conditions as operational capabilities are restored. Customers can report a new claim online, provide claim-related information or receive guidance on next steps. If a claim has already been submitted, do not file a duplicate claim. Start a new claim here.

Claims are generally worked in the order received, but payment can be issued once all required information is available. Product type, complexity, documentation and coverage validation affect timing, so a newer claim may be paid while an older claim remains pending additional information. Added system visibility and improvements to our ability to receive/process documentation are improving the claims process, but the process remains manual, resulting in delays to claim payment.

Some claims require additional information before they can move into review and adjudication. Collecting complete claim information, validating coverage, and confirming claim details helps ensure claims can be processed accurately and efficiently.

No. We are not encouraging, facilitating, or participating in efforts to replace, surrender, or discontinue in-force insurance coverage as a result of this incident or as part of our ongoing business recovery efforts.

If you wish to cancel your Life policy, you may call us and complete the process via e-signature. Alternatively, you may visit the Life and AD&D Service Forms page and submit the appropriate form. To cancel an AD&D policy, you must submit the appropriate form. As servicing capabilities continue to be restored, TruStage will process requests and honor them based on the date they were received. TruStage will remove Life and AD&D customers from automatic recurring billing when they request cancellation or policy surrender.

At this time, if you need to make changes to your policy (address change, beneficiary change, etc.), or if you wish to cancel your policy, follow the instructions on the applicable form found on the TruStage outage page for individuals: trustage.com/outage/individual/service-forms. For many customer service transactions, the form must be submitted by mail. This helps ensure forms and supporting documentation are received through a controlled process with the necessary customer authorization. For policyholders needing to file a claim, you can submit first notice of loss online at trustage.com/startclaim which routes to our Claims team for processing.

Submitting forms by mail helps ensure information and supporting documentation are received through a controlled process with the necessary customer authorization. This process also helps support appropriate security, privacy, and record-retention requirements while recovery efforts continue.

We have reviewed alternative channels, including email, fax, and online upload; however, due to sensitive payment information or other restricted consumer information, the appropriate security, privacy, authentication, and retention controls must first be in place and approved. Until then, you should follow the submission instructions on your form or the service communication you received.

For certain products, limited phone-based transaction support may be available. You can contact the appropriate service team to understand what capabilities are currently available for your product.

Yes. Teams are continually evaluating whether additional channels can be made available for consumers in a way that meets security, operational, compliance, and customer experience expectations. Restricted information and sensitive payment data remain key considerations before any upload, email, fax, or other digital submission option can be approved for use.

No. There has been no impact to your retirement account balance or plan benefits as a result of the cybersecurity attack.

At this time, online account access is limited for our retirement plan participants. There has been no impact to retirement account balances or benefits as a result of the cybersecurity attack. We continue to restore systems in a controlled and secure manner and will provide updates as additional functionality becomes available. Some retirement plan participants may be able to request withdrawals and loans, if permitted under their plan, and obtain account balance updates by phone.

BenefitsForYou online account access is being restored in phases. Participants who previously established a BenefitsForYou account are regaining access to retirement account information and may be prompted to reset their password. Available information and functionality may vary by plan. Certain transactions may still require assistance through the service center while additional capabilities are restored.