Services and recovery updates for individuals

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. Recovery is increasingly moving from access to execution: more customers and members are reaching TruStage, more claims are moving through the process and more transactions are being completed. Some services continue to rely on interim or manual processes.

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.

While claims processing capabilities continue to expand, even under normal operations some individual claims may be more complex and require different levels of review, documentation, validation, or investigation. Because of these differences, TruStage cannot provide claim-specific payment timelines.

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.

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.

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.

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.

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. Customers can report a new claim online, provide claim-related information or receive guidance on next steps. If a claim has already been submitted, do not file a duplicate claim. Start a new claim here.

Different products, claim types, documentation requirements, and processing capabilities may affect how claims move through review and payment activities. TruStage continues expanding claims capabilities and processing capacity while working to move claims through the process as quickly and responsibly as possible.

Some claims require additional information before they can move into review and adjudication. Collecting complete claim information, validating coverage, and confirming claim details helps ensure claims can be processed accurately and efficiently.

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 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.

At this time, if you need to make changes to your policy (address change, beneficiary change, etc.), or if you wish to cancel your policy, follow the instructions on the applicable form found on the TruStage outage page for individuals: trustage.com/outage/individual/service-forms. For many customer service transactions, the form must be submitted by mail. This helps ensure forms and supporting documentation are received through a controlled process with the necessary customer authorization. For policyholders needing to file a claim, you can submit first notice of loss online at trustage.com/startclaim which routes to our Claims team for processing.

Submitting forms by mail helps ensure information and supporting documentation are received through a controlled process with the necessary customer authorization. This process also helps support appropriate security, privacy, and record-retention requirements while recovery efforts continue.

We have reviewed alternative channels, including email, fax, and online upload; however, due to sensitive payment information or other restricted consumer information, the appropriate security, privacy, authentication, and retention controls must first be in place and approved. Until then, you should follow the submission instructions on your form or the service communication you received.

For certain products, limited phone-based transaction support may be available. You can contact the appropriate service team to understand what capabilities are currently available for your product.

Yes. Teams are continually evaluating whether additional channels can be made available for consumers in a way that meets security, operational, compliance, and customer experience expectations. Restricted information and sensitive payment data remain key considerations before any upload, email, fax, or other digital submission option can be approved for use.

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.