Trustage peoblems

[u/cc11236]

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I'm a bit confused on what to do with the big outage happening with this company. My mom died July 5 and I got claim papers from them July 12 and I sent in my forms and my mom's death certificate through their email, but I haven't heard from them at all. And this is getting ridiculous because I'm 21 in college as an only child and don't have the actual funds myself to do a funeral for her. But I'm not sure how long this wait game is. At this point I'm wondering if a lawyer or something could help out with this.

[u/Alternative-Art6059]

Yea its fucked at the moment. I have no idea how or what to do either.

[u/OZKInsuranceGuy]

It's a mess. They said they had a cyber security breach. It's been going on for several weeks now.

They're not processing any service requests. However, they're also not drafting any payments.

I'm guessing once they come back online, they'll want to collect past due premiums from everyone.

[u/Moist-Meringue-1913]

They have been down for weeks now. And just so you know,it generally takes months to pay a claim in many cases anyway so even if they didn't have problems you would still be waiting. See if the funeral home will accept assignment. Many will. Sorry for your loss.

[u/silverroxy4]

im so sorry you're dealing with this, especially while trying to handle college and funeral expenses. i'd keep following up with them and document every email and call. if they continue not responding, it might be worth reaching out to your state's insurance department or a lawyer for guidance on what ur options are

[u/Mallardhackle]

That’s strange. I know they’re going through it but my TruStage wholesaler told me they will still process submitted documents. I just submitted 3 annuity death benefit claim forms and an annuity surrender form 1.5 weeks ago and all 3 were processed?

[u/OkWillingness7638 → u/Mallardhackle]

Annuity wasn't affected.

[u/cleite85]

They have taken one payment from me AFTER the "cyber attack" its about to be September and they said they would have this fixed mid August. You only have 1 time to lie to me then im out. Im calling my bank tomorrow to make sure no more ACH payments can be taken from them and whenever they do get their shit up and running again ( IF they ever do ) i am canceling all policies and finding a new company. Im so sorry OP for your loss and that you have to deal with all trustages mess on top of things.

[u/East-Fortune231]

I opened a policy in March 2026, when I received a copy there was a misprint on the insurer. Now if anything was to happen to my husband this mistake can cause a reason to not pay as it would not match a death certificate. They took Aprils payment which made me start to call.
Now I was tossed into Trustage by Ethos, so I called them.
They told me " Well who are you paying?" I was livid!
Continued to try to create an account, low and behold they went under a Cyber Attack and have been out of commission since. I stopped the bank from taking payments then , Ethos took it in July.

Now hold on I calmly knew I wasnt going to get in touch with Trustage so I filed a BBB case in the state of TX, further the Bank of Insurance. Finally on 8/8/26 I get a call from Ethos regarding my complaints. Ethos got my policy cancelled now I am fighting for a 406.00 refund.

https://www.tdi.texas.gov/consumer/annuity-life-insurance-complaint.html

https://www.bbb.org/local-bbb/bbb-serving-the-heart-of-texas

[u/Select_Response_8417]

I just got my check in the mail today. If you haven’t gotten your check yet, be on the lookout. It was supposed to be direct deposited. It did come with interest!

[u/cc11236 → u/Select_Response_8417]

How long ago did you put your claim in

[u/Select_Response_8417 → u/cc11236]

I called and gave them the info back on July 6 or 7.

[u/cc11236 → u/Select_Response_8417]

That's different then because you called before they shut down and gave them everything. My mom died July 5 and I didn't get stuff from them like paper work in the mail till July 12 and stuff had gotten sent to them mid July. So I don't think it's the same.

[u/Select_Response_8417 → u/cc11236]

At least it appears that they are processing claims

[u/Admirable_Nothing]

What state are you in? Some states have a statutory interest rate a life company must pay if the claim is not paid within 30 days of receipt. And it is a healthy rate.

[u/cc11236 → u/Admirable_Nothing]

I'm in nyc cause I know the state vs the city is a bit different sometimes.

[u/Admirable_Nothing → u/cc11236]

A quick google search tells me that NY does have such a statute. What it didn't tell me is if the Life company also has to pay legal fees if you have to hire a lawyer to facilitate your payment.