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 - Sept. 25
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 - Sept. 25
NEW - Additional policy-servicing capabilities continue to become available across Life, AD&D and Annuity products. Teams continue working to expand support options for policy servicing requests, premium-payment changes and select contract updates. The individual service hub has been enhanced with improved navigation, search functionality and easier access to service-request resources.
NEW - Teams continue to work to add servicing capacity, improving customer support channels and expand digital processes to reduce reliance on manual workarounds. However, some requests may still require forms, contact-center support or additional processing time while recovery efforts 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 - Sept. 25
NEW - Additional servicing, distribution, and payment capabilities continue to be restored across life, annuity, retirement, and executive benefits products, expanding support options available to customers and participants. Some requests may continue to require manual processing and may take longer than normal while teams work through existing backlogs and recovery activities.
One-time withdrawal
Partially available
Recurring withdrawals
Partially available
Surrenders
Partially available