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. 11
NEW - Customers can report new claims, provide claim information, receive confirmation of receipt of submitted claims, and receive guidance on next steps.
NEW - Claims processing and payment capabilities continue to expand as additional systems and processes are restored across multiple product lines.
NEW - Claims payments continue to be made across multiple lines of business. More than $44 million in pre-outage Life and AD&D claims have been paid, and additional payment activity continues across lending and protection products as recovery progresses.
NEW - Review of claims submitted after July 11 continues as additional claims capabilities are restored and processing capacity expands.
Claims submission
Partially available
Claims processing
Partially available
Claims payout
Partially available
Policy & contract servicing
Latest update - Sept. 11
NEW - Representatives can answer many policy and contract questions, explain available servicing options, direct customers to service forms and continuity processes, and provide guidance on next steps.
NEW - Retirement and annuity servicing capabilities continue to expand. Available support now includes account balance information, loan and distribution support for eligible retirement plans, investment change requests for eligible plans, and select annuity servicing activities including withdrawals, surrenders, direct deposit updates, and application cancellations.
NEW - Some servicing requests continue to require interim or manual processes as additional capabilities are restored. Certain functions remain limited 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. 11
NEW - Disbursement capabilities continue to expand. Customers can access information about available disbursement options and request processes through the Disbursements page.
NEW - Retirement participants may continue to request eligible loans and distributions through available servicing channels, and periodic benefit payments continue to be processed.
NEW - Annuity customers can access currently available withdrawal, surrender, and lifetime income payment options, while additional transaction capabilities continue to be restored through phased recovery efforts.
One-time withdrawal
Partially available
Recurring withdrawals
Partially available
Surrenders
Partially available