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Online Account Information FAQs

  • Yes, it is! TruStage® is part of the CUNA Mutual Group family of brands. If you have a TruStage or CMFG policy, trustage.com is the right place to access and service your account.

    *TruStage® Life insurance and AD&D insurance are issued by CMFG Life Insurance Company. TruStage® Insurance products and programs, like health, insurance, are made available through TruStage Insurance Agency, LLC.

  • For security reasons, you can’t update your username using your online service account. If you’d like to change your account's username, please call us.
  • Online account usernames and policy names can't be updated using your online service account at this time. If you’d like to update this information, please call us.
  • We want to make reviewing, paying, and updating your policy easy and convenient. That’s why most account management tasks, including connecting with our Customer Care team if you have questions or concerns, can be done through your account when it’s convenient for you. Simply use the ‘LOG IN’ link on our website to sign in to your account or create an account. You can also sign in to your account or create an account from the ‘My Account’ menu at the top of our website by clicking 'Account Overview’. If you are unable to sign in to your account, please contact us.

     

    After you sign in to your online service account, click the ‘My Account’ menu at the top of our website. From there, select ‘Personal Information’.

    • To update your username:
      • Usernames cannot be updated online. If you would like to update your username, please call us.
    • To update your policy name:
      • Policy names cannot be updated online. If you need to update your policy name, please call us.
    • To update your email address
      • Click ‘Edit Email’. 
      • On the next screen, you’ll see the policies affected by this update. Click ‘Continue’. 
      • Enter the email address, reenter the email address to confirm, and click ‘Submit Changes’. 
      • A confirmation message at the top of the page will note your email address has been updated.
      • You will receive an email confirming the update.
    • To update your phone number (international phone numbers, please contact us for assistance):
      • Click ‘Edit Phone’. 
      • On the next screen, you’ll see the policies affected by this update. Click ‘Continue’.
      • Enter the new phone number, select if it is a mobile phone number or not, and click ‘Save Changes’. 
      • A confirmation message at the top of the page will note we are processing your update; your change should appear in your online service account within 24 hours. Most updates are made within one hour. Updates requested outside normal business hours may take up to one business day.
      • You will receive an email confirming the update.
    • To update your mailing address (military and international addresses, please contact us for assistance):    
      • Click ‘Edit Address’. 
      • On the next screen, you’ll see the policies affected by this update. Click ‘Continue’.
      • Enter the new address and click ‘Continue’. 
      • A confirmation message at the top of the page will note we are processing your update; your change should appear in your online service account within 24 hours. Most updates are made within one hour. Updates requested outside normal business hours may take up to one business day.
      • You will receive an email confirming the update. 

    • To update your password:
      • Click ‘Edit Password’. 
      • Enter your current password, then enter and confirm your new password and click ‘Submit Changes’. 
      • A confirmation message at the top of the page will note your password has been updated. 
      • You will receive an email confirming the update.
    • To update your 2-Step Security:
      • 2-Step Security adds an extra layer of protection to your account. In addition to your password, it requires the use of a phone number or email address belonging to you to access your online service account. 
      • Click ‘Edit Security’. 
      • On the next screen, select one of the following options for security code delivery: ‘Email’ (also provide a valid email address), Text/SMS (also provide a valid phone number), or ‘Voice call’ (also provide a valid phone number). 
      • Click ‘Update Method’. 
      • A confirmation message at the top of the page will note your security option has been updated. 
      • You will receive an email confirming the update.
  • Absolutely. We take protecting your personal information very seriously, and do all we can to ensure your information remains private. Here are some of precautions we take and a little about some of the safeguards we use to keep your information safe:

    • Only employees have access to nonpublic personal information and only on an “as needed” basis.
    • Information we classify as “Restricted” under our Information Handling Procedure (such as your ACH account number) is always protected and stored with encryption.
    • We use Transport Layer Security (TLS) whenever personal information is sent (or “transported”) to us online.

    This secures data against hackers and makes sensitive information, like passwords and credit card numbers, encrypted and unreadable.

  • We want to make reviewing, paying and updating your policy easy and convenient. That’s why most account management tasks, including connecting with our Customer Care team if you have questions or concerns, can be done through your account when it’s convenient for you.

    Simply use the 'LOG INlink on our website to sign into your account or create an account. You can also sign into your account or create an account from the ‘My Account’ menu by choosing 'Account Overview'.

     

    Here’s what you can do when signed into your online service account and how to do it:

    • Make and schedule payments.
      • If you want to make a one-time payment, select the ‘My Account’ menu at the top of our website, then select 'Account Overview.
      • View the Payment Details section. If a payment is due, select the Make a Payment button. 
      • On the next screen, select if you are paying by ‘Checking or savings account’ or ‘Credit or debit card’.
        • If paying by checking or savings account, either select a saved account or provide the routing number, account number, and name on the account for the account you want to use for your payment.
        • If paying by credit or debit card, either select a saved card or provide the card details for the card you want to use for your payment.
      • Depending on the details of your policy, you may be asked to choose what your payment is going towards by selecting: ‘Pay Premium’, ‘Pay Loan’, or ‘Pay Premium and Loan’.
      • After you’ve made the correct selection and entered payment information, select ‘Continue’.

       

    • Manage your payment plan.
      • Select the ‘My Account’ menu at the top of our website, then select 'Account Overview.
      • View the Payment Details section. Select from the button options in this section.
    • Chat with a customer service team member.
      • When Signed in to your account, look for the ‘Live Chat’ button at the bottom of the ‘Account Overview’, ‘Help & Support’, or ‘Contact Us’ pages found under the ‘My Account’ menu.
      • Select the ‘Live Chat’ button to open a new chat window and connect with a customer service team member as soon as one is available.
      • Once connected, you may begin messaging.
      • Live chat is only available at certain times. If unavailable, the ‘Live Chat’ button will appear as ‘Offline’.

         

    • Download service forms, prospectus, and reports.
      • We have downloadable forms you may need for requesting changes to your contract. To access these forms, select the ‘My Account’ menu at the top of our website, then select Help & Support.
      • In the ‘Forms’ section of this page, select the form you need to open; it will open as a PDF in a new browser window. You can then fill in the form.
      • Save or print your filled-out form by selecting the download button near the top right corner.
      • Access to downloadable annuity product prospectus and reports is also managed in ‘Help & Support’ following similar steps, by accessing the links under the ‘Prospectus and Reports’ section.

         

    • Access policy FAQs.
      • Select the ‘My Account’ menu at the top of our website, then select ‘Help and Support’.
      • In the ‘FAQs’ section of this page, select Policy Information. There, you will find several common questions and answers about having a policy with TruStage.

       

    • View and download your coverage summary.
      • Select the ‘My Account’ menu at the top of our website, then select 'Account Overview.
      • Select ‘View Policy Details’, ‘View Certificate Details’, or ‘View Contract Details’ under the Overview section.
      • On the next screen, select ‘View Coverage Summary’ to view the policy summary. Your policy summary will open as a PDF in a new browser window.
      • You can save or print your summary by selecting the download button near the top right corner.

         

    • View and update your beneficiaries.
      • Select the ‘My Account’ menu at the top of our website, then select 'Account Overview.
      • View the Beneficiary Details section for your current beneficiary information.
      • To make a change select the button to view your update options.
      • Once reviewed, approved, and recorded by us, your updates will show up online.

         

    • View and update your online service account's email, phone number, mailing address, password, and 2-Step Security.
      • Select the ‘My Account’ menu at the top of our website, then select Personal Information.
        • Email address: select ‘Edit Email’. On the next screen, you’ll see the policies that will be affected by this update. Select ‘Continue’. You will then be asked to enter the new email you want associated with your account, reenter to confirm, and select ‘submit changes. You will then see a confirmation that your update has been made. You will also receive an email confirming the update.
        • Phone number: select Edit Phone. On the next screen, you’ll see the policies that will be affected by this update. Select ‘Continue’. You will then be asked to enter the new phone number, select if it is a mobile phone number or not, and select ‘save changes. You will then see a confirmation that we are processing your update and your change should appear in your account within 24 hours. You will also receive an email confirming the update.
        • Mailing address: select Edit Address. On the next screen, you’ll see the policies that will be affected by this update. Select ‘Continue’. You will then be asked to enter the new address. Fill out all relevant fields and select ‘Continue’. You will then see a confirmation that we are processing your update and your change should appear in your account within 24 hours. You will also receive an email confirming the update.
        • Password: select ‘Edit Password’. On the next screen, enter your current password, then enter and confirm your new password and select ‘Submit Changes’. You will then see a confirmation that your password has been updated. You will also receive an email confirming the update.
        • 2-Step Security: select Edit Security. On the next screen, select one of the following options for security code delivery: ‘Email’ (also provide a valid email address), Text/SMS (also provide a valid phone number) or ‘Voice call’ (also provide a valid phone number). Select ‘Update Method’. You will then see a confirmation that your security option has been updated. You will also receive an email confirming the update.
  • There are 5 pieces of information you’ll need to create your account:

    1. Your name, as it appears on your policy
    2. Your ZIP Code
    3. Your date of birth
    4. Your full Social Security number
    5. Your policy/certificate number. Here’s where to find this information.

    In some cases, we may also ask for your mailing address and phone number to finish creating your account. 

    If there are any issues validating your information during the account creation process, we’ll provide a phone number on screen. Please call us for assistance.

  • You can use your online service account to access many of our life insurance, accidental death & dismemberment (AD&D) insurance, and annuity products. However, what you can do online will vary some between those different types of accounts. If you’re having trouble accessing a policy, it could be because that policy isn’t active anymore or because you have a type of policy that can’t be serviced online right now. This includes:

    • Universal Life
    • Supplemental Health
    • Disability Income

    If you need help with a policy you own but can't access in your online account, please call us.

  • Only the policy owner can create an online service account for their policy. We understand in some cases family members may want to help the policy owner with this. The policy owner’s personal and contact information must be used to set up the account, and they must make all important decisions related to the account itself.
  • There are a few reasons why you may not see a policy once you log in to your online service account. In most cases, if you don’t see a policy in your account, it’s because that policy: was purchased after your online service account was created (and simply needs to be connected to your account), the policy is inactive, or the policy is a type that can’t be serviced online at this time.

    If you need help with a policy you own but can't access in your online account, please call us.

  • We understand creating and remembering new passwords can be challenging, especially when the password you want can’t be used. However, our password requirements have been created to ensure the safety of your account. Not reusing old passwords, changing passwords every so often, and not using the same password on multiple websites are just a few things you can do to help boost your online safety.
  • Consenting to Electronic Delivery and Electronic Signature gives you the power to make certain transactions in your online service account. And as we continue to improve and expand our online capabilities, this consent may let you receive and sign certain documents online and complete other actions—depending on the type of policy you have.
  • The policies attached to your online service account will be listed under the 'Welcome' greeting and can be identified by the policy type such as Term Insurance, Whole Life Insurance, Accidental Death and Dismemberment, Zone Income Annuity and Horizon Variable Annuity.

    When you have more than one policy on your account, the first policy listed will automatically display. To display a different policy, select the policy type for that policy.

    There are a few reasons why a policy may not display. In some cases, this may be because you have a type of policy we don't service online. This includes:

    • Universal Life
    • Supplemental Health
    • Disability Income

    In other cases, it may be because you purchased a policy AFTER you created your online service account. If this is the case, you may be able to find your policy by:

    • Signing-in to your online service account
    • Select My Account
    • Select Account Overview
    • Select Find Another Policy

    After completing these steps, we can see if other policies can be found using information from your online service account. In other cases, you may not see your policy because it is not active. If you need help with a policy you own but can't access in your online service account, please call us.

  • Personal information such as your date of birth and Social Security number are needed as a security measure to verify your identity and to find your policy.
  • No. If you currently receive statements or other correspondence in the mail, that will continue. Electronic Delivery simply gives you the ability to conduct certain transactions online. In the future, if we offer options to switch from paper statements or correspondence to electronic delivery, you will be asked for your preferences.
  • It is an additional layer of security added to the sign in process for your account.    
  • After your username and password are verified, you will receive a security code by phone, text or email that you will need to input to access your account. 
  • You will enroll in 2-Step Security when creating an account. If you already have an account, you will be prompted to enroll after sign-in as we gradually make this feature available to everyone.
  • You can choose to receive your security code by phone, text or email.
  • If you are having problems, please contact our office and a representative will assist in resolving your issue.
  • Go to the Personal Information page after signing into your account to review and make changes to your options.
  • TruStage is part of the CUNA Mutual Group family of brands. TruStage insurance is issued by CMFG Life Insurance Company. Since 1935, CUNA Mutual Group has provided insurance and investment products and programs to credit union members and other hardworking families.
  • You may already have an account or that username/email address are unavailable. If you think you already have an account, sign in or use the "Forgot username or password?" link to recover your information.
  • If you haven’t signed in to online service since May 2015, you may need to create a new online account. If you need help, please call us for assistance.