Claims Information FAQs
-
When you are ready to file a disability, involuntary unemployment, or life claim, you can quickly and easily use our online claim portal listed below.
Online:
Or other options to file your claim include:
Phone:
Dial 1-800-621-6323, Monday through Friday, 8:00 a.m. to 5:00 p.m. CST.
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.
Mail:
TruStage Insurance Company
PO Box 5010
Madison, WI 53705-0010
Fax:
Our fax number is 1-855-726-2513. Please address the fax to TruStage, Attn: Lending Claims.
-
You can check your claim status and find answers to your questions via:
Online:
Phone:
Dial 1-800-621-6323, Monday through Friday, 8:00 a.m. to 5:00 p.m. CST.
Email:
Mail:
Claims
PO Box 5010
Madison, WI 53705-0010
Fax:
855.726.2513 (Toll-Free)
-
When you are ready to file a life insurance claim, you can do so via:
Online:
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.
Phone:
Dial 1-800-779-5433, Monday through Friday, 7:00 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433,Monday through Friday, 7:00 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
Please provide the insured's name, date of birth, date of death, and policy number(s). If you are not the beneficiary on the policy, you may be asked for the beneficiary's address.Please note: Policies in force for two years or less will require additional documentation for claim review.
-
When you are ready to send in your completed claim documents, you can do so via:
Online:
consumerclaim.trustage.com/document-upload
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.
Fax:
Dial 1-608-236-8030
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
Please provide the insured's name, date of birth, date of death, and policy number(s). If you are not the beneficiary on the policy, you may be asked for the beneficiary's address.Please note: Policies in force for two years or less will require additional documentation for claim review.
-
You can get help from our Claim Professionals by:
Email:
Phone:
Dial 1-800-779-5433, Monday through Friday, 7:00 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433, Monday through Friday, 7:00 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
-
Proof of death of the policyholder. If the beneficiary belongs to any of the four categories below, you’ll need to submit additional documents.
If the beneficiary is an estate:
- Letters of Testamentary or Authority issued by the Probate Court showing the name and address of the executor or personal representative of the estate.
- A valid Tax ID Number for the estate (on your claim form). If you do not have one, call the IRS at 1-800-829-4933 to have one created.
- If the value of the estate does not require a court-ordered review*, you'll need to get a Small Estate Affidavit from the Probate Division of the courthouse in the county where the insured lived.
If the beneficiary is a trust:
- A copy of the trust agreement. These pages are required: the title page, the appointment of trustees or successor trustees after the death of the insured, and the final page showing the date and witness signatures.
- A valid Tax ID Number for the trust. If you do not have one, call the IRS at 1-800-829-4933 to have one created.
If the beneficiary is a minor:
- A Claimant's Statement completed by an adult family member on behalf of the minor. The payments will be placed in an interest-bearing account with CMFG Life Insurance Company until the minor reaches adulthood*.
- To have the payments released prior to the time the minor reaches adulthood*, copies of the court appointment papers for guardianship or conservatorship for the minor must be received.
If the beneficiary is deceased:- Proof of death of the deceased beneficiary.
-
Life insurance death benefits can be disbursed through various settlement options as specified in the policy. Options that may be available to you, as a beneficiary, vary depending on the policy, death benefit value, age of the beneficiary, life expectancy and gender may factor in on the availability of the settlement options.
Lump Sum Payment
- Death proceeds are paid to you as a single payment.
- Your payment may be sent by check or electronic funds transfer to United States Bank account.
Interest Option
- Principal of the death benefit is held in an account where interest is accrued.
- You have the option of leaving the interest in the account to accumulate or have it paid out to you.
- Interest earnings are reportable each year.
- Interest rate is based on the policy.
- Withdrawals are allowed and you can surrender at any time.
Level Installments for a Fixed Period
- Payments are paid to you for the duration you select; minimum and maximum durations are stated in the life policy.
- Each payment consists of a taxable benefit and a nontaxable benefit and is reportable in the year payments are made.
- This option does not allow withdrawals or surrenders.
Level Installments Payments for Life
- Payments are paid to you for your lifetime.
- Proof of age is required (copy of birth certificate, passport or driver’s license).
- Each payment consists of a taxable benefit and a nontaxable benefit and is reportable in the year payments are made.
- This option does not allow withdrawals or surrenders.
Contact us for questions regarding any of the above settlement options. Please provide the insured's name, date of birth, date of death, and policy number(s).
Email: ConsumerClaims@trustage.com
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.
Phone: 800-779-5433, Monday through Friday, 7:00 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433, Monday through Friday, 7:00 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail: TruStage Insurance Company. PO Box 61, Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
-
Anyone can notify us of a death. But only named beneficiaries noted in your policy can submit the necessary documents or evidence to claim the payments.
-
How to view and update beneficiary information for your policy in your online service account:
- Log in at the top of our website, or under the For Individuals option select I want to...Manage my account.
- Next log in to your personal account.
- View the Beneficiary Details section for your current beneficiary information.
- To make a change select the button to view your update options.
-
To start the claims process for a Funeral Preplanning Insurance or Final Expense Insurance policy, please download one of the following forms:
File a Claim as a Funeral Home
Once you've filled in, printed, and signed the form, you can return it by email or fax with supporting documents:
Email: psdocuments@trustage.com (name and policy number in subject line)
Fax: 605-719-0601 (name and policy number on the cover page)
For assistance, or if you prefer to start your claim via phone, give us a call:
Funeral Preplanning Insurance policies, call 1-800-533-2220
Final Expense Insurance policies, call 1-800-621-7162
-
You can get help from our Claim Professionals by:
Email:
Phone:
Dial 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
-
When you are ready to file an AD&D death claim, you can do so via:
Online:
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.Phone:
Dial 1-800-779-5433 Ext. 483-1999, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433 Ext. 483-1999, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
Please provide the insured's name, date of birth, date of death, and certificate number(s). If you are not the beneficiary on the contract, you may be asked for the beneficiary's address. Please also send proof of accident resulting in death as well as a finalized copy of the death certificate.
Examples include:- Motor Vehicle Accident - Please send the Police Report and the Blood Alcohol Report if the insured was the driver.
- Fall - Please send the Police/Accident/Incident Report or the Attending Physician’s Statement.
- Prescription Overdose - Please send the Police/Accident/Incident Report and a list of prescriptions from a doctor or pharmacist.
- Homicide - Please send the Police/Accident/Incident Report.
-
You can contact our Claim Professionals by:
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.Phone:
Dial 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA
50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
-
You can check the status of an AD&D death claim with our Claim Professionals by:
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.Phone:
Dial 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
-
It normally takes 3-5 business days to process a claim once completed claim information is received from all beneficiaries. A letter and a statement of values are sent out through regular mail. If lump sum payment by check is elected, the check will be sent under separate cover.
*We will validate that the provisions have been met and no exclusions apply. This may include an investigation of the accident.
-
-
A certified copy of the death certificate for the policyholder.
Why do you need a certified copy of the death certificate AND additional documents to settle the claim? The death certificate confirms the cause and manner of death. The additional information confirms the accident, when and how it happened, and who was involved.
- You may need to submit additional documents to settle the claim if the death resulted from one of the accidents below.
- Motor Vehicle Accident: You’ll need to send the Police Report and the Blood Alcohol Report if the insured was driving.
- A Fall: In this case, you’ll need to send the Police/Accident/Incident Report or the Attending Physician’s Statement.
- Prescription overdose: In this situation, you’ll need to send the Police/Accident/Incident Report and a list of the insured’s prescriptions from a doctor or pharmacist.
- Homicide: You will need to send the Police/Accident/Incident Report.
-
A certified copy of the death certificate for the policyholder.
-
When you are ready to file an AD&D dismemberment claim, you can do so via:
Online:
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.Phone:
Dial 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
Please send proof of accident resulting in dismemberment.
Examples include:
- Motor Vehicle Accident - Please send the Police Report and the Blood Alcohol Report if the insured was the driver.
- Fall - Please send the Police/Accident/Incident Report or the Attending Physician’s Statement.
- Prescription Overdose - Please send the Police/Accident/Incident Report and a list of prescriptions from a doctor or pharmacist.
- Homicide - Please send the Police/Accident/Incident Report.
-
You can contact our Claim Professionals by:
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.Phone:
Dial 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
-
You can check the status of an AD&D dismemberment claim with our Claim Professionals by:
Email:
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.Phone:
Dial 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-779-5433 Ext. 483-2339, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
TruStage® Insurance is issued by CMFG Life Insurance Company and is the marketing name for TruStage Financial Group, Inc.
-
It normally takes 3-5 business days to process a claim once completed claim information is received from all beneficiaries. A letter and a statement of values are sent out through regular mail. If lump sum payment by check is elected, the check will be sent under separate cover.
*We will validate that the provisions have been met and no exclusions apply. This may include an investigation of the accident.
-
Anyone can notify us of a death. But only named beneficiaries noted in your policy can submit the necessary documents or evidence to claim the payments.
-
How to view and update beneficiary information for your policy in your online service account:
- Log in at the top of our website, or under the For Individuals option select I want to...Manage my account.
- Next log in to your personal account.
- View the Beneficiary Details section for your current beneficiary information.
- To make a change select the button to view your update options.
-
You can file a claim by:
Email: ConsumerClaims@trustage.com
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.
Phone:
Dial 1-800-799-5433 Ext. 483-1999, Monday through Friday, 7:00 a.m. to 5:00 p.m. CST.For assistance by TTY: dial 711 and ask to be connected to 1-800-799-5433 Ext. 483-1999, Monday through Friday, 7:00 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
Please provide the insured's name, date of birth, date of death, and contract number(s). If you are not the beneficiary on the contract, you may be asked for the beneficiary's address.
-
You can request a status update from our Claim Professionals by:
Email: DS-AnnuityClaims@trustage.com
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.
Phone:Dial 1-800-798-6600 Ext. 483-1830, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-798-6600 Ext. 483-1830, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
-
You can get help from our Claim Professionals by:
Email: DS-AnnuityClaims@trustage.com
To protect your and the insured's privacy, we encourage you to send notification via the secured email of your preference. Sending an email or attachments is not secure unless you take the extra step to send it via a secure method.
Phone:Dial 1-800-798-6600 Ext. 483-1830, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST.
For assistance by TTY: dial 711 and ask to be connected to 1-800-798-6600 Ext. 483-1830, Monday through Friday, 7:30 a.m. to 5:00 p.m. CST. Dialing 711 connects you to Telecommunications Relay Services (TRS). TRS permits persons with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other devices to call persons with or without such disabilities. TRS calls have no time limits and are confidential.
Mail:
TruStage Insurance Company
PO Box 61
Waverly, IA 50677-9202
-
It normally takes 3-5 business days to process a claim once we’ve received the completed claim information from all beneficiaries. A letter and a statement of values will be mailed to you.
If you choose to receive a lump-sum payment by check, it will be mailed separately.
-
The beneficiary must provide proof of death of the policyholder. Additional documents must be summitted if the beneficiary belongs to any of the four categories below:
If the beneficiary is an estate:
- Letters of Testamentary or Authority issued by the Probate Court showing the name and address of the executor or personal representative of the estate.
- A valid Tax ID Number for the estate (on your claim form). If you do not have one, call the IRS at 1-800-829-4933 to have one created.
- If the value of the estate does not require a court-ordered review*, you'll need to get a Small Estate Affidavit from the Probate Division of the courthouse in the county where the insured lived.
* If the value does require a court-ordered review of the deceased's estate, a process known as "probate," a Small Estate Affidavit is not needed.
If the beneficiary is a trust:
- A copy of the trust agreement. These pages are required: the title page, the appointment of trustees or successor trustees after the death of the insured, and the final page showing the date and witness signatures.
- A valid Tax ID Number for the trust. If you do not have one, call the IRS at 1-800-829-4933 to have one created.
If the beneficiary is a minor:
- A Claimant's Statement completed by an adult family member on behalf of the minor. The payments will be placed in an interest-bearing account with CMFG Life Insurance Company until the minor reaches adulthood*.
- To have the payments released prior to the time the minor reaches adulthood*, copies of the court appointment papers for guardianship or conservatorship for the minor must be received.
*Adulthood, or the “age of majority,” is the age at which a person is considered a legal adult. This ranges from 18 to 21 in the U.S.
If the beneficiary is deceased:
- Proof of death of the deceased beneficiary.
-
Anyone can notify us of a death. But only named beneficiaries noted in your policy can submit the necessary documents or evidence to claim the payments.
-
How to view and update beneficiary information for your policy in your online service account:
- Log in at the top of our website, or under the For Individuals option select I want to...Manage my account.
- Next log in to your personal account.
- View the Beneficiary Details section for your current beneficiary information.
- To make a change select the button to view your update options.
-
A pre-existing condition can generally be described as something you know about before your coverage started. It is an illness, disease, injury or other physical or mental medical condition for which you received medical advice, diagnosis, consultation, care or treatment (including medication) in the six months prior to coverage being effective. For disability, that essentially means we will not cover a disability that results from a condition you knew about or were treating in the six months prior to the policy effective date. For disability, we will not pay a benefit if Your Total Disability starts within 6 months after the effective date of coverage and results from a pre-existing condition. However, after you have had the coverage for at least 6 months, a new disability caused by pre-existing condition would not be excluded.
-
A pre-known job loss can generally be described as something you knew about before your coverage started. That essentially means we will not cover a job loss you knew was coming when your coverage started. For job loss, your knowledge of a coming job loss must be based on a communication from your employer. Hearing a rumor of possible layoffs is not a pre-known job loss.
-
When you file a claim, you can choose how to receive any approved payments. Options include:
- Direct deposit into your checking or savings account
- Payment by paper check
- Request payment be sent to another payee, in which case the payment will be sent directly to them to apply to your payment obligation/account
You’ll select your preferred method during the claim filing process.
-
You can receive a benefit payment once for a Job Loss and once for a Total Disability during each Policy Term. However, if we have paid a Total Disability benefit to you, we will also not pay a Job Loss benefit to you if your job is no longer available to you when your Total Disability ends and you are able to work again.
-
You can check the status of your claim by visiting our Check Claim Status page or you may email us at paymentguard@trustage.com to learn about the status of your claim.
-
If your claim is approved, the payment will be issued according to the instructions you provided during the claim filing process. You will also receive a confirmation notice once the payment has been sent.
-
If your claim is denied, you will receive a communication explaining the decision. You have the right to appeal the denial. Once a final determination is made, you will be notified of the outcome.
-
You’ll need to provide documentation that shows you meet the eligibility requirements outlined in your insurance policy. This is often information provided by your employer regarding your job loss. If you're unsure what documents are needed, we’ll work with you to identify acceptable proof to support your claim and make a claim decision.
-
You need to provide us with documentation that demonstrates you meet the requirements under the coverage terms. This generally means that you will need to provide us with documentation from your doctor supporting your disability claim. We will work with you to determine what proof you have and what we need to make a claim decision.
-
You have up to 60 days, or as soon as reasonably possible, to file a claim from the date of the claim event.
-
You can send the required documentation via email to paymentguard@trustage.com.
-
Once we have received the information needed to review your claim, typically claim decisions are made within 10 business days. We try our best to keep you informed through the claims process.