TruStage is actively investigating a cybersecurity attack

No. Policies that are active or in a grace period will remain in that status until normal payment processing activities resume. Once operations are restored, you will be able to make a payment or update your payment information as needed. To help accommodate customers affected by this service disruption, once payment processing activities resume, TruStage® will be extending applicable grace periods for Life, Accidental Death and Dismemberment, and Preplanning Insurance. Depending on the timing of your regularly scheduled premium payments, more than one premium payment may become due during the extended grace period.

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 any links, provide personal information, or submit payment information.

To help accommodate customers affected by this service disruption, TruStage will be extending applicable grace periods once payment processing activities resume. Depending on the timing of regularly scheduled premium payments, more than one premium payment may ultimately become due during the extended grace period. However, TruStage continues to evaluate how premium payments that may have been missed during the service disruption will be handled and will communicate directly with affected customers regarding any actions required.

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.

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.

Yes. We continue to work closely with Mandiant, a leading cybersecurity firm, as part of its ongoing investigation and recovery efforts. Please review Mandiant’s most recent Investigation Memo.

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

Recurring ACH payments are beginning to resume using information previously on file. 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.

Representatives 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.

ACH billing activity has resumed for certain Life, AD&D and Preplanning customers as part of 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.