TruStage is continuing its restoration efforts following a July 11 cybersecurity incident that prompted the company to immediately shut down its operational systems.

This week’s July 30 update provides details and policyholder reassurances, ensuring industry leaders have the resources they need to continue serving credit union members.

Proactive Restoration

External cybersecurity forensic experts have been engaged to assist with containment and investigation since July 11. To protect data integrity, TruStage’s operations are still temporarily disrupted.

• Representatives are currently unable to access policy or account information, process transactions, or submit formal requests over the phone or online.
• Credit unions and their members may experience difficulty accessing online account details or initiating self-service requests.
• TruStage customer hotline phone support and guidance is available for credit unions by calling 844.958.8910 for guidance, though wait times may be longer than usual.

Policyholders and Plan Participants

TruStage has addressed several questions regarding coverage integrity, retirement assets, and claims handling:

• Policyholders will not lose coverage due to missed or delayed premium payments during the cybersecurity outage. Active policies and those currently in a grace period will maintain their status until regular billing and processing operations resume.
• There has been no impact to participant 401(k) account balances. While system restoration efforts continue, temporary access restrictions remain in place.
• Individuals needing to file a claim — including life insurance or bereavement claims — can initiate the process here. Claims will be formally processed and disbursed in accordance with policy terms once the full system is restored.
• It is premature to draw conclusions regarding the full scope or impact of the incident, including whether sensitive data was accessed or compromised. TruStage will not speculate ahead of forensic findings and will share verified details as the investigation unfolds.

Commitment to Credit Unions

TruStage has reiterated its commitment to supporting credit unions, members, and business partners transparently as restoration efforts progress.

Credit union leaders and members seeking real-time updates can monitor TruStage’s updates here.