TruStage is actively investigating a cybersecurity attack

TruStage continues to make progress restoring services through a deliberate, phased recovery approach. Because this incident affected a broad portion of the technology environment, systems and applications are being restored carefully to ensure they are secure, stable and validated before returning to service. Many critical capabilities have already been restored, and additional functionality continues to come online. While progress is being made every day, some capabilities will require additional time as recovery efforts continue.

No. Customers will not lose coverage due to an inability to make a payment during this service disruption. Policies that are currently active or in a grace period will remain in that status until normal payment processing resumes. TruStage will also provide accommodations, including extended applicable grace periods, as payment processing activities resume.

Payment processing capabilities are currently limited. Once operations are restored, customers will be able to make payments and update payment information as needed. Depending on the timing of scheduled premium payments, more than one premium payment may become due during the extended grace period. For the latest updates, please visit the outage information page.

Recurring ACH and credit card payments are beginning to resume for some eligible customers using payment information already on file. Paper billing and one-time payments are not currently available. Because account access remains limited, representatives cannot verify individual payment activity.

TruStage is not currently sending communications requesting premium payments or advising customers that they are delinquent on a policy payment. If you receive such a communication, do not click on any links, provide personal information, or submit payment information.

TruStage resumed recurring monthly ACH payments on August 4 followed by the resumption of recurring credit card payments on August 20 for certain Life and AD&D policies.

• As recurring payments resume, members will only be billed for the current month’s premium.
• TruStage will continue to provide updates as additional information becomes available.

If you requested changes to or cancellation of your policy during the outage, those requests may not yet be reflected in current billing activity. As systems and servicing capabilities continue to be restored, TruStage will process requests and honor them based on the date they were received.

No. We are not encouraging, facilitating, or participating in efforts to replace, surrender, or discontinue in-force insurance coverage as a result of this incident or as part of our ongoing business recovery efforts.

If a loved one passes away during this time, or you otherwise have a claim under your individual coverage, the claim will be processed and paid in accordance with applicable policy terms and conditions as operational capabilities are restored. Start a new claim here.

No. There has been no impact to your retirement account balance or plan benefits as a result of the cybersecurity attack.

At this time, online account access is limited for our retirement plan participants. There has been no impact to retirement account balances or benefits as a result of the cybersecurity attack. We continue to restore systems in a controlled and secure manner and will provide updates as additional functionality becomes available. Some retirement plan participants may be able to request withdrawals and loans, if permitted under their plan, and obtain account balance updates by phone.

TruStage continues to conduct a comprehensive forensic and data-impact analysis with the assistance of external cybersecurity experts. Determining whether any information was accessed and understanding the scope of any potential impact requires extensive investigation and validation. Because of the complexity of this process, the analysis is expected to take additional time. If TruStage determines that notifications are required, those communications will be made through the appropriate channels.

We understand that situations like this can raise questions and concerns. As our understanding of the situation evolves, we will communicate appropriately.

If you wish to cancel a policy or make changes to your coverage, visit the Life and AD&D Service Forms page and submit the appropriate form. As servicing capabilities continue to be restored, TruStage will process requests and honor them based on the date they were received.

Recurring ACH and credit card payments are beginning to resume. As a result, some customers may see their regularly scheduled premium payment drafted even if a prior premium payment was not processed during the service disruption.

Representative do not currently have access to individual account information and cannot determine the status of specific premium payments at this time

Additional information will be provided as systems and services continue to be restored.

Recurring monthly ACH and credit card billing activity has resumed for certain Life, AD&D, and Preplanning customers as part of the TruStage’s phased recovery efforts. Additional capabilities will continue to come online as systems and processes are tested and validated.

One of the most common concerns we've heard from customers throughout this disruption has been their ability to make premium payments and maintain coverage. Restoring billing capabilities helps address that concern and provides reassurance that coverage remains in force while recovery efforts continue.

As systems and processes continue to come back online, some customers may experience delays, processing exceptions or other service-related issues. Teams are monitoring performance closely and working to identify and address issues as quickly as possible.

No. Billing restoration is one step in a broader recovery effort. We continue to restore systems and capabilities as they are tested, validated and ready.