What to do when a TruStage account holder dies
Report the death to TruStage at 1-800-779-5433
A death claim on a TruStage policy is filed through TruStage (1-800-779-5433). Because insurance proceeds pass directly to named beneficiaries, this process is separate from probate. The required documentation and timeline vary by policy type.
Death claim process
Here is the step-by-step death claim process at TruStage:
Filing a claim
- Older paperwork may carry the CUNA Mutual Group name. CUNA Mutual Group unified its brands under the single brand TruStage in 2023.
- Individual life or accidental death and dismemberment (AD&D) insurance goes to the consumer claim portal.
- Funeral Preplanning or Final Expense Insurance is claimed on a downloadable form, for business of American Memorial Life Insurance Company or Union Security Insurance Company.
- Credit insurance or debt protection on a loan goes to the lending claim portal.
- Anyone can notify TruStage of a death, but only the named beneficiaries can submit the claim documents and receive the payment.
- Provide the insured's name, date of birth, date of death and policy or contract numbers. If you are not the beneficiary, you may be asked for the beneficiary's address.
- For an AD&D death, also send proof of the accident.
- Policies in force for two years or less require additional documentation for claim review.
- Start a life or AD&D claim at consumerclaim.trustage.com.
- Upload claim documents at consumerclaim.trustage.com/document-upload.
- During its systems outage, TruStage takes new life, AD&D and annuity death claims through the form at connect.trustage.com/startclaim and calls back.
- Credit insurance or debt protection on a loan is filed at lendingclaim.trustage.com.
- Life insurance claims: 1-800-779-5433 (Mon-Fri, 7:00 AM - 5:00 PM CST)
- AD&D death claims: 1-800-779-5433 Ext. 483-1999; AD&D claim questions and status: Ext. 483-2339 or Claimsinfo@trustage.com (Mon-Fri, 7:30 AM - 5:00 PM CST)
- Annuity death claims: 1-800-799-5433 Ext. 483-1999 (Mon-Fri, 7:00 AM - 5:00 PM CST); claim status: 1-800-798-6600 Ext. 483-1830 or DS-AnnuityClaims@trustage.com
- For TTY on the life, AD&D and annuity lines, dial 711 and ask to be connected
- Funeral Preplanning Insurance: 1-800-533-2220. Final Expense Insurance: 1-800-621-7162
- Credit insurance or debt protection on a loan: 1-800-621-6323 (Mon-Fri, 8:00 AM - 5:00 PM CST) or members.claims@trustage.com
- Life, AD&D and annuity claims: TruStage Insurance Company, PO Box 61, Waverly, IA 50677-9202, or email ConsumerClaims@trustage.com
- Life and AD&D claim documents can also be faxed to 1-608-236-8030.
- Funeral Preplanning and Final Expense claims: email the signed Claim Form to psdocuments@trustage.com with the policy number, or fax it to 605-719-0601, name and policy number on the cover page.
- Credit insurance or debt protection claims: TruStage Insurance Company, PO Box 5010, Madison, WI 53705-0010; fax 1-855-726-2513, addressed to TruStage, Attn: Lending Claims
Required Documents
- Copy of a certified death certificate, for a life insurance claim
- Certified copy of the death certificate, for an AD&D claimTruStage says the death certificate confirms the cause and manner of death.
- Death certificate, for a Funeral Preplanning or Final Expense claim, with the Claim Form
- Proof of the accident, for an AD&D death from a motor vehicle accident or a fallThe police report, and the blood alcohol report if the insured was driving. For a fall, the police, accident or incident report or the attending physician's statement.
- Proof of the accident, for an AD&D death from a prescription overdose or a homicideThe police, accident or incident report, with a list of the insured's prescriptions from a doctor or pharmacist for an overdose.
- Letters of Testamentary or Authority, and a Tax ID Number for the estate, when the estate is the beneficiary of a life insurance or annuity claimIssued by the probate court and showing the name and address of the executor or personal representative. The Tax ID Number goes on the claim form.
- Small Estate Affidavit, when the estate is the beneficiary and its value does not require a court-ordered reviewFrom the Probate Division of the courthouse in the county where the insured lived.
- Copy of the trust agreement, and a Tax ID Number for the trust, when a trust is the beneficiaryThe title page, the pages appointing trustees or successor trustees after the insured's death, and the final page showing the date and witness signatures.
- Claimant's Statement completed by an adult family member, when the beneficiary is a minor
- Court appointment papers for guardianship or conservatorship, to release a minor beneficiary's payments before adulthood
- Proof of the beneficiary's death, when a named beneficiary has died
- Additional documentation for claim review, for policies in force two years or less
- Proof of age, when the beneficiary chooses level installment payments for lifeA copy of a birth certificate, passport or driver's license.
- Claim Form (CM-600-WEB), for Funeral Preplanning and Final Expense claimsIt carries a Surviving Children Statement where several children are beneficiaries, and an Affidavit for Collection of Property where the beneficiary is the estate and no estate has been established.
Claims Contact
Website: Online portal →
Forms TruStage issues2
- Claim Form (CM-600-WEB)
Available to download.1
- Release of Medical Records
Available to download.1
What happens to each kind of account2
- Life insurance policy
If no valid beneficiary is named or every beneficiary died first, payment follows the policy's instructions. If the policy states none, it is paid to the insured's estate.2
On a Guaranteed Acceptance Whole Life policy, an accidental death in the first two years is paid in full. A death in that period that is not accidental is limited to a return of 100% of premiums paid plus 10%.3
- Annuity
During TruStage's systems outage, its claims status page shows annuity death claim submission and processing as partially available and payout as unavailable.4
Accounts handled elsewhere2
- American Memorial Life Insurance Company
Funeral Preplanning and Final Expense claims on the Claim Form (CM-600-WEB)5
Email: psdocuments@trustage.com
Fax: 1-605-719-0601
Mailing address: PO Box 2730, Rapid City, SD 57709
- TruStage Lending Claims
Protected loan claims, including a life claim on credit insurance or debt protection6
Phone: 1-800-621-6323
Email: members.claims@trustage.com
Fax: 1-855-726-2513
Hours: Monday-Friday 8:00 AM-5:00 PM CT
Mailing address: TruStage Insurance Company, PO Box 5010, Madison, WI 53705-0010
What TruStage's agreement and guidance say3
- How proceeds are paid
Depending on the policy, a beneficiary may be offered a lump sum by check or electronic transfer to a U.S. bank account, an interest option, level installments for a fixed period, or level installments for life.6
A letter and a statement of values are mailed. If a lump-sum payment by check is elected, the check is sent separately.6
- Payment to a minor or incapacitated beneficiary
A minor beneficiary's payment is held in an interest-bearing account with CMFG Life Insurance Company until adulthood, unless court appointment papers for guardianship or conservatorship are received.6
- Indemnity a claimant may have to give
On the Funeral Preplanning and Final Expense Claim Form, a person collecting for an estate with no estate established agrees to indemnify the insurer for the payment and to join any litigation over it.5
Normally 3-5 business days once completed claim information is received from all beneficiaries. An AD&D claim may include an investigation of the accident.
Frequently asked questions
CUNA Mutual Group unified its brands under the TruStage name in 2023. TruStage coverage is sold largely through credit unions, and credit union membership may qualify a member for no-cost Basic AD&D coverage, which pays only for a covered accidental death. Report a life or AD&D death at https://consumerclaim.trustage.com or by calling 1-800-779-5433 (Mon-Fri, 7:00 AM - 5:00 PM CST). Anyone can report a death, but only the named beneficiary can submit the claim documents and receive payment.
Only if the death was accidental. TruStage Guaranteed Acceptance Whole Life carries a graded death benefit: an accidental death in the first two years pays the coverage in full, but a death that is not accidental in that window is limited to a return of 100% of premiums paid plus 10%. Death by suicide in the first two years (one year in North Dakota) returns premiums paid without interest. Separately, TruStage requires additional documentation for claim review on any policy in force two years or less.
It changes where the claim goes. AD&D, Guaranteed Acceptance Whole Life and the Simplified Issue term and whole life policies are issued by CMFG Life Insurance Company; TruStage Term Life and TruStage Advantage Whole Life by MEMBERS Life Insurance Company. MEMBERS Life issues the ZoneChoice Advantage, ZoneChoice Income, ZoneChoice and Zone Income annuities, and CMFG Life the MaxProtect Fixed, Single Premium Immediate and Future Income annuities. Funeral Preplanning and Final Expense policies come from American Memorial Life Insurance Company and are claimed with the CM-600-WEB claim form by email or fax. Life and AD&D claims go through consumerclaim.trustage.com or 1-800-779-5433; annuity death claims to 1-800-799-5433 Ext. 483-1999; credit insurance or debt protection on a credit union loan to lendingclaim.trustage.com (1-800-621-6323).
Log in at my.trustage.com, select Manage my account, open your update options, choose "Update Beneficiaries Online" and select "A Trust" from the "My beneficiary is..." menu. You can also use the Change of Beneficiary Request Form, which is behind the My Account login. When you update an existing policy you must list every beneficiary you want to keep, with percentages. A change takes effect as of the date you signed it once TruStage approves and records it. At claim time the trustee sends a copy of the trust agreement and the trust's Tax ID Number.
TruStage can be reached by phone at 1-800-779-5433, email at ConsumerClaims@trustage.com, and fax at 1-608-236-8030 for questions throughout the claims process.
Sources
Data sourced from TruStage primary sources (31 pages reviewed). How we research.
TruStage death claims support
Phone
AD&D death claims
AD&D claim questions and status
Annuity death claims
Annuity claim status
Funeral Preplanning Insurance claims
Final Expense Insurance claims
Credit insurance / debt protection claims
Fax
Hours
Mailing address
Website
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