My Account FAQs

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 log in to your personal account or create an account. You can also log in to your personal account or create an account from the ‘For individuals’ menu at the top of our website by choosing 'Manage my account'.

 

Here’s what you can do when logged in to 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 'Manage my account’.
  • 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 'Manage my account’.
  • View the Payment Details section. Select from the button options in this section.

   

• Chat with a customer service team member.
  • When logged in to your account, look for the ‘Live Chat’ button at the bottom of the ‘Manage my account’, ‘Find a quick answer’, or ‘Get in touch’ 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 from the ‘My account’ menu at the top of our website, then select ‘Find a quick answer’.
  • 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 the ‘Find a quick answer’ 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 ‘Find a quick answer’.
  • 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 'Manage my account’.
  • 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 choosing 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 'Manage my account’.
  • 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 ‘Manage 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 ‘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 ‘Update 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 4 pieces of information you’ll need to create your account:

1. Your name, as it appears on your policy
2. Your address
3. Your date of birth
4. Your full Social Security number

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.

Only the policy owner can create an online service account for their policy. If you are a family member who would like to help the policy owner with their account, the policy owner’s personal and contact information must be used to set up the account. They must also make all important decisions related to the account itself.

We have enhanced our security and some users may no longer be able to use their Username and Password to log in. To service your policy online, please create a new online account. If you need help, please call us for assistance.

If you have forgot your username or password, selecting the 'Forgot Username or Password' link will allow you to recover your username or reset your password.

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.

Online account password, email address and security options (phone number and email address) can be updated when signing into your online account. For all other information please contact us by phone or mail.

Policy phone numbers and addresses can be updated when signing into your online account. For other information, please contact us by phone or mail.

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 depending on the policy. 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.

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.

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.

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 login as we gradually make this feature available to everyone.

You can choose to receive your security code by phone, text or email.

After logging in to your account, go to 'My account' at the top of our website.

Select 'Manage personal information' to review and make changes to your options.

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.

Personal information such as your date of birth, address and Social Security number are needed as a security measure to verify your identity and to find your policy.

It is an additional layer of security added to the sign in process for 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 login as we gradually make this feature available to everyone.

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 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.

After logging in to your account, go to 'My account' at the top of our website.

Select 'Manage personal information' to review and make changes to your options.

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.

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:

• The name or other personal information entered doesn't match what we have on record for the owner of the policy.
• The type of policy you have can't be serviced online. This includes: Universal Life, Supplemental Health and Disability Income.
• Your policy is not active.
• You recently purchased a policy that isn't online yet. Try again in 2-3 days.

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

If you are having problems, please contact our office and a representative will assist in resolving your issue.

You may already have an account or that username/email address are unavailable. If you think you already have an account, log in or use the "Forgot username or password?" link to recover your information.

We have enhanced our security and some users may no longer be able to use their Username and Password to log in. To service your policy online, please create a new online account. If you need help, please call us for assistance.

If you have forgot your username or password, selecting the 'Forgot Username or Password' link will allow you to recover your username or reset your password.

At this time, online service is not available internationally.  Owners can call or write to service their policy.