TruStage System Outage & Customer Service Delays: What Policyholders Need to Know

If you currently hold or are applying for a policy with TruStage (formerly CMFG Life / CUNA Mutual Group), here is the verified status on the ongoing system outage, what services remain affected, and what policyholders need to know about continued customer service delays.

1. TruStage Cybersecurity Outage & System Recovery Status

Following a broad cybersecurity incident identified by TruStage, the carrier continues system rebuilding and restoration across life insurance, AD&D, annuities, and retirement products. Because infrastructure is being safely rebuilt rather than simply turned back on, several online services remain partially restored and policyholders are experiencing extended wait times across multiple service channels.

• Claims Submission & Processing: Partially available as processing teams clear backlogged life and funeral preplanning claims. Expect longer-than-normal turnaround times.
• Policy & Contract Servicing: Online portal capabilities, recurring payment drafts, and one-time payments are returning in phased rollouts. Some self-service features may still be unavailable.
• Disbursements & Withdrawals: One-time and recurring withdrawals across life and annuity accounts are actively being processed in order of receipt, but delays of several business days are being reported.
• Customer Service Phone Lines: Hold times remain significantly elevated. Policyholders are advised to expect extended waits when calling TruStage support directly.

2. Customer Service Issues & Delays Policyholders Are Experiencing

The outage has created a ripple effect across TruStage's customer service operations. Policyholders have reported the following service disruptions as a direct result of the ongoing system recovery:

• Delayed Claims Payouts: Beneficiaries filing life insurance or funeral preplanning claims may experience processing delays as backlogged claims are worked through manually.
• Portal Access Limitations: Online account access, policy documents, and payment management features may be intermittently unavailable or limited in functionality.
• Extended Phone Wait Times: Call center volumes are significantly higher than normal, resulting in hold times that can exceed standard expectations.
• New Application Slowdowns: Prospective policyholders submitting new applications should anticipate longer underwriting and approval timelines.

3. What Policyholders Should Do Now

If you are a current or prospective TruStage policyholder, taking the following steps can help protect your coverage and minimize disruption:

• Keep records of all communications: Document dates, times, and reference numbers for any calls, emails, or submissions related to your policy.
• Continue making premium payments: Maintain your normal payment schedule. Grace periods protect your coverage even if drafts are delayed — do not stop payments.
• Be patient with customer service: Representatives are working through a high volume of inquiries. Calling during off-peak hours may reduce wait times.
• Verify your coverage is active: If you have concerns about whether your policy remains in force, contact TruStage directly or request assistance from an independent broker who can help review your coverage.

4. How Legacy Life Solutions Can Help

As an independent insurance broker, Legacy Life Solutions works for you — not the carrier. If you are experiencing difficulties with a TruStage policy, our team can help you review your current coverage, understand your options, and navigate next steps. We can also compare your existing policy against 40+ other A-rated carriers side-by-side to ensure you have the right protection at the best available rate — all at no cost to you.