TruStage Insurance Agency Reviews 

This is the worst Insurance company I ever death with they should be sued for lying I would not recommend them to no one I don't want to hear about no cyber security.

It has now been well over 30 days since Tru Stage experienced a data breach and locked consumers out of their accounts. Most states have a strict 30 to 60 day rule to notify customers just how their data was stolen. I have lost faith in this company and their lack of transparency.

Re: Death Claim for Dinty Murray
Date of Death: July 6, 2026
Initial Attempt to Submit Claim: July 13, 2026

To Whom It May Concern:

TruStage’s handling of the death claim for my mother, Dinty Murray, who passed away on July 6, 2026, as well as the unacceptable level of customer service I have experienced while attempting to resolve this matter.

I began contacting TruStage on July 13, 2026, only five days after my mother’s passing, to initiate and submit her death claim. Since that time, I have made repeated attempts to obtain assistance and confirmation that the claim has been received and is being processed. Despite my continued efforts, I have received little to no meaningful communication from TruStage.
I have experienced the following:

I have waited more than 45 minutes on the telephone attempting to reach a customer service representative.
After waiting an excessive amount of time to speak with an agent, I have had calls disconnected or been hung up on without my issue being resolved.
I have submitted the death claim multiple times via email** and have received no acknowledgment or meaningful response confirming that the claim was received.
Agent Nicole Dono has also submitted my mother’s policy claim, yet there has still been no response or satisfactory follow-up regarding its status.
Despite these repeated efforts, I still do not have a clear explanation of where the claim stands, whether all required documentation has been received, or what, if anything, is needed from me to move the claim forward.

This situation is unacceptable under any circumstances, but it is particularly troubling given that this involves a death claim. My family is already dealing with the emotional impact of losing my mother. Having to repeatedly call, email, resubmit information, and pursue an insurance company simply to obtain acknowledgment of a claim has added unnecessary frustration and distress during an already difficult time.

Insurance customers purchase coverage with the expectation that the company will be there when a loss occurs. The true measure of an insurance company is not simply its ability to collect premiums, but how it responds when a policyholder or their family actually needs the coverage for which those premiums were paid.

I am also personally a TruStage policyholder. Unfortunately, my experience attempting to handle my mother’s claim has caused me to seriously question whether I can depend on TruStage to assist my own family should they ever need to file a claim on my behalf. As a result, once I am able to get this matter appropriately addressed, I intend to cancel my own TruStage policy.

Requested Resolution

I am requesting that TruStage immediately provide me with written confirmation of the following:

1. That the death claim for Dinty Murray has been received and formally opened.
2. The claim number assigned to the matter.
3. Confirmation of all documents that have been received.
4. Identification of any additional documentation or information required to process the claim.
5. The current status of the claim.
6. The name and direct contact information of the representative or claims examiner assigned to the claim.
7. A reasonable timeframe for completion and determination of the claim.
8. An explanation for the lack of response to the multiple previous submissions and attempts to obtain assistance.

I respectfully request a written response within five (5) business days** of receipt of this complaint.

I have attempted to resolve this matter directly and have given TruStage multiple opportunities to acknowledge and address the claim. I should not have to continue making repeated telephone calls and email submissions simply to determine whether my deceased mother’s insurance claim is being handled.

If this matter is not addressed promptly, I am prepared to pursue all appropriate complaint and regulatory channels available to me.

I am requesting immediate attention, accountability, and resolution. Most importantly, I am asking TruStage to provide the level of communication, professionalism, and compassion that should be expected when assisting a family following the death of a loved one.

Sincerely,
Dr. Andrea Jackson
Daughter of Dinty Murray

I understand this company had a cyber security breach problem. I have 2 life insurance policies thru this company. 2 months ago I could not pay on line or over the phone. Since I had a statement from the company I mailed my payments in. This past month I did not receive a statement from said company on either policy n again I could not pay on line or over phone. Since I had no statement with my info on it to mail back to company I did not pay my policies. Never once did I get a letter explaining what was being done. I guess since I did not pay my policies for month of Auguest I no longer am insured thru Tru Stage. I will go elsewhere where customers mean something.

I have spent the last two weeks trying to cancel my TruStage life insurance policy, and the experience has been incredibly frustrating.

TruStage says it has experienced a cyber-attack that is affecting its online services. Because of this, I have been unable to log into my account and cancel my policy online.

I called four different TruStage numbers on September 1, 2026, and on previous days: (888) 787-8243, (800) 779-5433, (844) 958-8910, and (855) 591-9026. Most calls resulted in the same recorded message. I did manage to reach three representatives: one hung up, another said the connection was bad, and the third directed me to a cancellation form on the website.

I found the form, but there were no clear instructions telling me where or how to submit it. The website also says documents cannot be faxed. When I called back for help, I was simply told the instructions were on the form—even though I could not find them.

I want to be very clear: I am not trying to avoid paying what I legitimately owe. I am trying to cancel my policy properly. Because I could not get TruStage to process the cancellation, I had to contact my financial institution, Navy Federal Credit Union, and have them place a stop payment on future transactions while I try to resolve this.

I should not have to take that step just to get a company to process a cancellation.

All I am asking for is simple: cancel my policy, tell me the effective cancellation date, tell me if I owe anything, and confirm in writing that I will not be charged again.

I have made repeated good-faith efforts to do this correctly. TruStage has made a very simple request unnecessarily difficult.

If you are considering purchasing a policy from TruStage, I would strongly recommend finding out how easy it is to cancel before you sign up. My experience trying to leave has been extremely disappointing.

With trustage being down due to cyber security supposedly since July … can’t find out if I need to surrender my policy or if my payments are being made ??? Don’t trust them now looking for another life insurance company .,.

Ive paid my death and unemployment insurance on my car loan. Filed for a claim 2 weeks after becoming unemployed. Their site has been shut down since july 11th. No communication that it wouldnt go through, no way to do anything. The only reason I found out was because my car payment came out of my account. But theyre still operating enough to take the august payment. Its been over a month and a half and no communication or end in sight

Trustage reneged on my contract with them, then pretended no one home to answer my one question: will I be made whole after the IT deptartment let hackers walk right in. Trustyage saays people can still make payments however Trusage has stopped paying on claims. Lie after lie after lie. Their disreagrd for theor own policies have cost me money and I DON"T HAVE ANY MONEY! Trustage couldn't give a shit.

I keep getting the run around and no one can help me. When you call them the hold message says that they cant help you and sends you to a web page. You get to the web page and I got excited to see a chat option. Too bad that when you chat with with them the person you talk to doesnt know any thing. Why ask me to chat if you cant help me. It has to be on purpose and that they just want to make me give up trying. I am going to try calling my credit union again to see if they know anything more about my policy. They need to know how TruStage is abusing us. This is really stressful because i been paying for this insurance for years and i know that i wont be able to afford getting something new at my age. Today is the first time ive cried durnig this ordeal and i dont know what to do.

Great service

I am posting a second review because this urgent issue remains unresolved. TruStage’s website has been unavailable due to a cybersecurity incident, preventing me from accessing my account and obtaining my coverage summary. I need this document for a required Utah Medicaid review, and failure to provide it could jeopardize my nursing home placement. I have already contacted customer service and explained the seriousness of the situation. Customers should not suffer serious consequences because TruStage cannot provide access to essential documents. I need immediate assistance and a way to obtain my coverage statement.

You should be ashamed of yourself. How dare you spend a month not answering questions and then give a chat tool that doesn't answer questions. I wasted 15 minutes lost in it before I realized it is nothing but poorly built AI spitting the faq from the previous page back at me. What a bunch of dishonest amateurs.

No communication from them, and when I finally got ahold of someone, they said pay attention to the individual portal. They said up to date communication and transparency would be there. There has been nothing for two weeks. Then they copy and paste the same response here, pathetic.

There was supposedly a cyber attack but their system has been inaccessible for a couple of months and not one person knows who is in charge but they say my money is safe but can't give me an updated balance. Zero trust in this company and I regret ever working with them. I ended up with them through my credit union schools First

I understand you had a cyberattack it been since June no response

I just got a policy in July…yall said this would be fixed mid August!!! It’s almost September!!! Yall can’t keep playing with people like this whats going on .

Where is my letter informing your customers about cybersecurity attack? Your auto withdrawal from my account for payment still continues, yet there's no interaction with your customers! I didn't even realize I can go online to create an account to oversee my policies, life insurance and accidental life insurance that I have been paying on for over 20 years and yet the system won't allow me to create an account to oversee my policies. In over 20 years, there's been one letter about my account received that my life insurance premium was going from 29.00 to 50.00.
Contacting your customers for updates and answering your phone would be helpful. Disgusted with the corruption of these companies. What will happen when my beneficiaries need to address my death?

Trustage has been out on the internet for over a month, supposedly some type of cyber attack. So you can not do anything to your life insurance policies. Was told for over a month they would be up by middle of aug which has now past. Ive called emailed talked to customer servie over a dozen times since july. Their website part you can access and emails i received back stated i could do my business with then over the phone excpt when you call them they tell you they have no access to your policies. Then last week they had no phone for about 4 days was out of service. So now im from just adding something to my existing polices to cancel my policies and go somewhere else. Not good! i signed up through ETHOS and somehow after trustage was my policy holder??

TruStage has apparently closed everything down, and it’s been over a month with no email, no phone call, and barely any communication about what’s going on. Yet somehow, you’re still able to take payments out of my account.
I’ve been trying to cancel my policy and can’t get ahold of anyone. You can take my money, but nobody is available to answer questions? At this point, I would not recommend TruStage. As soon as this situation is resolved, I’ll be looking for coverage elsewhere.

I took out annuity in 2019 with CUNA Members which changed to TruStage a few years later. If you check, TruStage had a breach and shut down access to account on July 14 2026, mu anniversary for 7th year of 10 year contract was July 25. I found out by trying to login,that shutdown had occurred. Called and got someone in India ,heavy accent reading a script about system shutdown and didn't have any idea when I could access my account. I gat an email saying go to TruStage.com, When i went there it gave me the PDF files to surrender my account, not knowing if or when that TruStage would give me access to what should be over 1/4 million dollars, my contract called for a 3% penalty, so I filled out forms, received check on 8/11/26, with a penalty i should have a $6900 penalty but there was over $15,000 more missing . Now finally on 8/19 , forty days after shutdown , i get a call about why i was questioning dollar amount, agent said i also got a MVA, market value adjustment according to contract language. I ask her WHO, OR WHEN i could have called for someone to figure the formula that is in my contract. It was their 40 day shutdown and still not access to all my account info. Long story short, THEY SHUT DOWN THEIR SYSTEM, sent my calls to India and kept over $15,000 more. If they would have had anyone answering phone, that could have explained MVA, then I would have not done surrender. So here in 2026 ,this is how they treat seniors ,They shut down and when you are suppose to get what you worked 50 years to save, some WHITE COLLAR EXEC will get a bonus for the number of people who done a surrender ,during THEIR SHUTDOWN. Stay with IRAs or gamble your money on the stock market , you will loose on annuities. I forgot to say , a few years back on my 10 year contract , I lost 10% when SP500 was down , TruStage didn't hesitate to remove it from my account.