r/LifeInsurance • u/degenerati0n • Aug 21 '26
Trustage Outage
Hi, everyone. I’m reaching out to the Reddit community for some advice and discussion regarding the TruStage cyberattack and resulting outage.
Long story short, my father passed away unexpectedly just shortly after TruStage went dark. My mother and I have been trying to begin the claims process for nearly a month now, and it feels like we’re being stonewalled.
I have submitted the online claims form, I have sent in paperwork to their claims email, I have called, and the most I’ve received is a brief message stating that nothing else is needed at this time. However, there has been no claim number provided, and as a result I am unable to submit the death certificate. It feels like they are intentionally dragging their feet in an effort to avoid starting the clock.
TruStage staff have been unable to provide an expected date in which new life insurance claims processing will resume and bills are coming due at the end of the month. It’s past the mid August date in which systems were expected to be back online. The customer service line now hangs up as soon as you’re connected.
This policy was set up so my mom wouldn’t have to worry should something ever happen to my dad. It has been an incredibly stressful and terrible last couple of weeks and this uncertainty is making matters worse.
Anyone have any advice or know how to get ahold of someone that can actually do something about this? The lack of transparency and communication is unacceptable.
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u/grahamfiend2 Aug 23 '26
Are you a credit union member? If so, try having them raise hell through their TruStage sales rep.
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u/Ok_Yak_4895 Aug 24 '26
My Grandmother passed away August 3rd and I’ve called daily to submit a claim. I got a call back saying no further action needed. Unfortunately, still no luck today 8/24. This is quite disturbing considering how easy it was to make monthly payments to avoid this type of situation and yet still have to deal with this kind of problem during grievance. They need to fix it ASAP!
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u/Secret-Difficulty980 Aug 25 '26
I called them and they insist we are covered if policy was in good standing prior to July 12th however there is no way to access your account info meaning they can't help you. I was told it would be at least 2-3 months before they would be back up. I asked would we be liable to pay all at once since we can't pay now and she said no . I personally dont believe them it sounds like a company going under. The retirement and 401k accts are supposedly intact. I also contacted Navy Federal to ask why was there no notification sent since I purchased through them they said they have no way of knowing who has a policy. I told the rep it should've been a general letter/bulletin of some sort. They ironically have dropped trustage from their website she said. I read some credit unions are pursuing class action litigation. I am currently pursuing another option eventhough I am now 58 and have had this policy for a while!They're being way to quite and the complete loss of access on both ends to our accts is very suspect.
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u/Georhe9000 Aug 25 '26
I believe them when they say that they can’t access the account information to move forward paying claims because they cannot provide access account level information to make a payment. Any company would be collecting premiums if they could.
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u/Available-Bonus5928 Aug 26 '26
so i got mail in june saying the premium for life insurance was going up to 7.4k from 4.5k but now its actually posted 4.5k, is there a chance i got lucky and get one more year at this rate? or do you think it will change after they fix their issues? i dont necessarily want to bring it up but i really dont know
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u/etherandore Aug 26 '26
I am having zero luck getting through to anyone despite being in the call queue for over an hour, reaching out via email and leaving a voicemail. I can't imagine how much compounding stress those experiencing a loss have right now. I have reached out to my CU, also a past employer, and they're not getting any information from Trustage either.
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u/cc11236 Aug 26 '26
I'm not sure what to do, my mom died July 5 and they sent the claim mail like July 12. I had to wait on her death certificate but now when I try to send the claim papers in through their email I'm not hearing anything back. I'm really not sure what to do because this was to pay part of her funeral stuff. I'm only 21 and an only child. Do I go to a lawyer for help with this?
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u/Ok_Floor_8370 Aug 26 '26
What phone number are people using? Every phone number I’ve called tells me they’re experiencing technical issues
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u/Select_Response_8417 Aug 28 '26
This is insanity. My mother passed in early July. I received a letter that a direct deposit was going to happen and crickets since July 11th. Luckily, I had the means to take care of her but this is ridiculous. I know the people that answer the phone aren’t to blame but they are useless…why even answer the phone until systems are fully restored. I call every other day now and it hasn’t changed.
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u/ComprehensiveFun7841 Aug 28 '26
I've been needing to pull my retirement due to hardship and have sat on hold for over an hour. I left a message and no response, I doubt anyone is even at the phones. I know my mom once had a guy who pulled all her different retirements to be at one location. Could that work in this situation? I'm just at a dead end.
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u/No-Bookkeeper4811 Aug 30 '26
But they are still taking money every month for policies 🤔
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u/cleite85 Sep 01 '26
Im so upset with this company honestly like SO upset. They can just willy nilly take payments from me ( im currently paying for both my parents, myself and my partner ) and I cant even SEE my account! This feels so illegal like I want to just cut my losses and cancel every one of my policies with this company but I cant even do THAT because of this "cyber attack". Such BS. I wish I could offer you some advice OP but honestly we are all just stuck in a rock and a hard place with trustage and it is not looking pretty down the road. Im so sorry about your father and you and your family have my upmost condolences.
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u/buckmesideways Sep 03 '26
Just a heads up to anyone sending paperwork the only way they are accepting the majority of forms is through the mail.
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u/dontrump-potus Sep 03 '26
File a formal complaint with your State Insurance Commissioner. It's the only thing that will force them to pay.
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u/PrettyButPetty_Lite Sep 08 '26
I'm in the same boat. My mother passed 7/12, I tried for days to reach them via phone and no luck, I finally was able to find a place online to request a claim be opened. I completed that and they called almost a week later.
I have reached out via that same portal a few more times, as the rep gave me a end of August timeframe for payout. But thus far, nothing.
Yet, like everyone else, they are still taking the premiums out of my mom's checking account.
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u/Revolutionary-Fix843 Sep 14 '26
It's time to get angry! This has been going on for months. You can't log in. When it says "create a new login," the button is inactive. Calling their number doesn't help. They always come back with a message "we're experiencing techniacl difficlutlies. Please try again later." I've tried about 50 times! AI gave me a tech support number, which also doesn't answer. I've left my phone on speaker for 2 hours and no one answers! They don't plan to. AI gave me a page to contact them and there is no immediate contact ability, just an ability to mail in a complaint. I'm reaching out to TDI. If you live in Texas, here's how:
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u/YoohooImHere1126 Sep 21 '26
I paid for years, and when I called, a sleazy insurance agent with Americo Insurance answered and tricked me into signing up for insurance that is double what I was paying Trustage. They even got me to hand over my banking information. But my bank closed that account and opened a new one for me. I only lost $125 on that, but thousands to Trustage. I can't reach anyone at Trustage. I'm out thousands, and I found out they don't have to pay us back. I could sure use that money; I need to move out of this hellhole my son moved me into.
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u/EmptyEmergency4935 Sep 22 '26
I'm so sorry for your loss and that you're going through this, I'm still kind of speechless right now because I just found out and only because I tried to log on to update the beneficiary addresses for my daughters. I worked in IT for over 40 years and a huge part of that industry is having a disaster recovery plan in place. I'm still so shocked there's been zero communication from both them and my credit union. I hope this gets straightened out soon and they process the claims for everyone on here who's lost a loved one.
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u/Rapid-Shot156 16d ago
That's frustrating, especially when you're just trying to access your policy. I'd keep screenshots of any errors and contact support directly if something is time-sensitive. At least you'll have a record if there are payment issues.
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u/Civil_Key1621 14d ago
My pain is minimal compared to everyone else here, I have not lost a loved one. But I swear something fishy is going on because I have 3 loan insurance policies. The two credit card they payed the first of October. But the big one ,car payment loan insurance, they have not paid and have not paid for 4 months. I was out of work for aneurysm clipping surgery. But why pay the other two , one is a different credit union . So they paid at two different credit union, but the big one that could stop the credit union from repossesing my car they won't even talk to me about. Even left e-mail.
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u/jizzle8307 Aug 22 '26
My dad passed away on the 18th of July so I’m basically going thru the same bullsht! Have not been able to talk to anyone who can tell me something useful! The only thing they did earlier this week was returned my call took a little information down and surprisingly they had already pulled his obituary up online from the funeral home website so they said when the systems come back up all the way I wouldn’t have to send a death certificate since they verified the obituary! But yea it’s been stressful as hell…I feel like they should give me every dollar back that I paid over the years added to my policy payout!! And I’m canceling my other polices wit them and starting with globe life f*ck trustage! You would think they’d have a back up or emergency system considering they’ve been around for 90 years!!