TruStage is actively investigating a cybersecurity attack

As a result of this disruption, we are unable to provide the following services at this time: policy cancellation requests, policy information updates, withdrawals and loans, policy values or quotes, policy changes, billing changes, or accepting payment over the phone.

No. Policies that are active or in a grace period will remain that status until normal payment processing activities resume. Once operations are restored you will be able to make or update your payment information as needed. To help accommodate customers affected by this service disruption, TruStage will be extending applicable grace periods once payment processing activities resume. Depending on the timing of your regularly scheduled premium payments, more than one premium payment may become due during the extended grace period.

TruStage is not currently sending past-due payment requests, sending communications requesting premium payments or advising customers that they are delinquent on a policy payment.

Be cautious with payment-related messages. If you receive a communication indicating that a policy is past due or requesting payment, you should not click any links, provide personal information or submit payment information. Customers should rely on official TruStage communications and resources for the latest information.

Pre-established recurring credit card payments and any payments mailed in continue to be processed as expected. Pre-authorized bank withdrawals are beginning to resume but may not occur on the same date as the original withdrawal was expected. However, active policies will remain in that status until normal payment processing resumes. We are working as quickly and diligently as possible to restore systems and network functionality and will provide additional information as appropriate.

Account access is temporarily unavailable as we continue our recovery efforts. We are working as quickly and diligently as possible to restore systems and network functionality and will provide additional information as appropriate. As a result of the outage, we will be extending review periods where needed to ensure that you have enough time to understand your coverage.

To help accommodate customers affected by this service disruption, TruStage will be extending applicable grace periods once payment processing activities resume. Depending on the timing of regularly scheduled premium payments, more than one premium payment may ultimately become due during the extended grace period. However, TruStage continues to evaluate how premium payments that may have been missed during the service disruption will be handled and will communicate directly with affected customers regarding any actions required.

Recurring PAC/EFT payments are beginning to resume using information previously on file. As a result, some customers may see their regularly scheduled premium payment drafted even if a prior premium payment was not processed during the service disruption.

Representatives do not currently have access to individual account information and cannot determine the status of specific premium payments at this time.

Additional information will be provided as systems and services continue to be restored.

PAC/EFT billing activity has resumed for certain customers as part of TruStage's phased recovery efforts. Additional capabilities will continue to come online as systems and processes are tested and validated.

As systems and processes continue to come back online, some customers may experience delays, processing exceptions or other service-related issues. Teams are monitoring performance closely and working to identify and address issues as quickly as possible.

No. Billing restoration is one step in a broader recovery effort. We continue to restore systems and capabilities as they are tested, validated and ready.

If a policyholder passes away during this time, funeral homes should work with their General Agent to submit the initial notification of loss to begin the claim process.

Beneficiaries should notify the funeral home associated with the policy following the policyholder's passing.

Although some claim processing limitations remain in place, we expect to be able to process additional claims as more systems and functionality become available.

For business that has been written but not yet processed due to the outage, TruStage will honour payment of benefits if a claim event occurs, provided the policy was otherwise issuable and there are no contestability concerns.

No. We are not encouraging, facilitating, or participating in efforts to replace, surrender, or discontinue in-force insurance coverage as a result of this incident or as part of our ongoing business recovery efforts.

At this stage, it would be premature to draw conclusions about the scope or impact of the incident, including whether any data may have been accessed. We do not want to speculate or get ahead of the facts and will provide additional information as we can. We are conducting a comprehensive forensic and data-impact analysis with the assistance of external cybersecurity experts. Because of the complexity of this process, it may take time to complete the analysis and determine what, if any, information may have been impacted. If we determine that notifications are required, we will communicate through the appropriate channels.

Yes. We continue to work closely with Mandiant, a leading cybersecurity firm, as part of its ongoing investigation and recovery efforts. Based on the forensic evidence reviewed by Mandiant to date, TruStage’s operating environment is clean, the incident is contained, and Mandiant has identified no indication of any active intrusion.

Mandiant has not identified any threat actor activity within the environments in the scope of its investigation since July 11, 2026, which is when TruStage first became aware of the incident and took measures to contain and remediate the issue.

Mandiant’s investigation and TruStage’s recovery efforts remain ongoing.

We understand that situations like this can raise questions and concerns. As our understanding of the situation evolves, we will continue to update this website as appropriate.

TruStage has implemented temporary capabilities to support key business processing activities, including intake of the backlog of new business applications, while systems continue to be restored. Please contact your General Agent for the most current guidance on submission requirements, intake procedures, and processing timelines.

Any partner correspondence being mailed, emailed, or faxed in is being held for processing when systems are restored.

Yes. TruStage Life of Canada is a federally regulated insurer, and we have been in regular contact with our regulators throughout this outage—including Assuris, which helps protect Canadian policyholders. We've filed all required notices and continue to meet our regulatory obligations. Your coverage and protections remain in place.

We understand you may have questions about this service disruption. At this time, customer service representatives cannot access policy or account information and are unable to process transactions or submit requests. Please review the latest updates and FAQs, which address many common questions. If you would still like to speak with us, please call 1-888-977-3752. Our hours are Monday through Friday, 8:00 AM – 5:00 PM CT. Wait times may be longer than usual.