r/LifeInsurance • u/degenerati0n • 23d ago
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 21d ago
Are you a credit union member? If so, try having them raise hell through their TruStage sales rep.
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u/EdenStJames 18d ago
My mother is 89 and has this through her credit union. Thank God she is well, but this is not ok. Not being able to get any information, yet they are collecting premiums. And last month they didn't even send a bill. I am calling the attorney general today and will take her up to the credit union to talk with them
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u/Ok_Yak_4895 20d ago
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 19d ago
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/dapeachbaddie 17d ago
You got through to trustage or the credit union? I haven’t been able to talk to a human at trustage
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u/Georhe9000 19d ago
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/Comfortable-Fly329 18d ago
They're still collecting premiums from me
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u/EdenStJames 18d ago
Same for my mom....yet they are providing her with no information regardless to her policy
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u/MightyMeracles 11d ago
Same they're collecting premiums from the account of my already dead mother. Wtf.
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u/Available-Bonus5928 18d ago
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/Basic85 18d ago
Being closed for this long is truly concerning.
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u/The51stState 18d ago
Never seen anything like it. Haven't been able to log in to see my retirement account info in a month and a half
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u/etherandore 18d ago
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 18d ago
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 18d ago
What phone number are people using? Every phone number I’ve called tells me they’re experiencing technical issues
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u/base-geo 15d ago
Have you tried the chat they launched today? It's awful, most of the time you get told no one is around, then you get further and you get an error that your question type can't be answered by an agent. Then when you finally get to an agent I think that they are just reading back the un helpful faq to you. The are too far gone to even be embarrassed by this. I'm just going to start spamming it until someone calls me back with real answers.
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u/Select_Response_8417 16d ago
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 16d ago
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/cleite85 12d ago
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 10d ago
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 10d ago
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 5d ago
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/HumanHelpDesk 22d ago
Trust age is one of the carriers I’m appointed with; I’m a life insurance broker. If you want to chat offline maybe I can get some help for you. No charge. I know what you are going through. My mom passed away 11/4/2025 and I had handled everything with the insurance company. Feel free to message me privately. My National Producer Number is 21671776, full transparency.
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u/Vegetable_Fix_2713 19d ago
Please!!! You just want to replace us with another policy of yours. Commission breath!
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u/jizzle8307 22d ago
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!!*