ComplaintsforTruStage

Insurance Services Office

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Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In late July of this year, I filed a claim on an insurance policy I have on two loans through ************************************ The policies I have are through Trustage. The policy is a hospital benefit and they actually approved me for the one loan but keep saying under review for the other loan. Theyre extremely vague in their answers when I call them.
Business response
08/20/2024
Please see the attached response.
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
These people gladly took my money for an insurance. When I needed the insurance most, they denied my claim for arbitrary reasons. They claim I had a preexisting condition, although the condition that put me off work was not related to the previous issues I was having.
Business response
08/13/2024
Please see the attached response.
Initial Complaint
07/31/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Tru stage was charging me for 2 separate policies. They send you similar forms to make you think you are updating your current policy only to be stealing from consumers
Business response
08/08/2024
Please see the attached response.
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company provides fidelity bond coverage to credit unions. In relation to this, any credit union who obtains this coverage from Trustage must search an employee's ********** on their site and determine if that employee is bondable. In accordance with NCUA regulations, employees must be bondable. On June 28, 2024, I was informed that according to Trustage I am not bondable based on ACT 1st ******************** (previous employer) submitting a claim for significant losses associated with activities performed in relation to the results of a bank secrecy act audit. Despite a dispute which included my only available documentation, a separation agreement with a mutual non-disparagement clause and the claim that this submitted information is false, Trustage refused to reverse the negative determination citing that I did not provide adequate proof. While there is proof, as a former employee who resigned amicably, I no longer have access to any of the information proving the following: 1. I was not the Compliance Officer responsible for said activity 2. The Compliance Officer reported to the *** at the time 3. The Compliance Officer resigned abruptly after the audit/examination and without notice 4. I was attempting to recruit a Compliance Officer while trying to resolve the issues within the required timeframe 5. I had spoken with the NCUA examiner & determined a more feasible timeline. Because of the "not bondable" determination, I was terminated from my new job. My first date of employment was 06/05/2024. I was unaware of this situation with Trustage and had no knowledge of any reason to be concerned about an issue with bondability.
Business response
08/09/2024
Please see attached response.
Initial Complaint
06/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had purchased a whole life policy thru Trustage but had decided not to continue with the policy after two days and I was told I would receive total refund of money given towards the policy, but they proceeded to continue taking money, I called them approximately 12 times within two months and was given dates That I would receive the total refund, but have not received any money
Business response
06/28/2024
Please see the attached response.
Customer response
06/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***************************
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
6/17/24 - I attempted to contact TruStage to update my bank information so that my monthly payment of now over 7 yrs. No one at the company can find me in the system at all. They have been taking money out of my account for over 7 yrs and no one can find me by a birthdate or a social that has been the same for over 46 yrs now. I was on the phone for over an hr being transferred back and forth to everyone but the right one. Then when I said I want to file a complaint, a manager finally tells me that my MPP policy is handled in a different department that is now closed and I have to call back. 6/18/24- The manager gave me the number to the "correct" department on yesterday. So I clocked out of work in order to call the "correct" department to which was the "wrong" department again. I have never had to contact TruStage for anything until now and I am more than 110% upset and mad at this point. When I asked for the corporate number to file the complaint, I was giving an 800 number and no corporate executive number is an 800 number. When I told the lady that then she gives me the local number to fax machine. When I said it does not work, she said it does. I said it is a fax machine and a phone number. I put the other phone on speaker to prove it to her and she hung up. I am tired at this point or being passed around like trash because someone is not doing their job. Then I am the bad guy for yelling and getting upset when I did not cause the problem. I simply need to provide the new checking account number to ensure my payment is made for the auto draft on the 1st and I have gone through h*** and highwater trying to do so. This is 110% unfair to me as a customer. I feel that if they put me through this now, if I died, I can only imagine the h*** they would put my family through to cash the policy after my passing. I do not feel comfortable that my family would be treated right if they are mistreating me as the policy owner.
Business response
06/25/2024
Please see attached response
Customer response
06/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response states to see attached. The only thing attached is my complaint, the BBB letter sent to TruStage, but there is no response from TruStage on here at all.

Regards,

*****************************
Business response
06/25/2024
Please see the attached document.
Initial Complaint
05/23/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have asked Trustage to remove me from their mailing list. I am single and have no children and financially stable in life. I do not need life insurance and their mailings are unsolicited. I joined the Navy Federal credit union and since doing so they have continually sent me literature on a monthly basis. I have requested, over a month ago, to be removed from their list but yet as of 22MAY24, I received another mailing.Stop harassing veterans!
Business response
05/28/2024
Please review the attached response.
Customer response
05/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business attempted to send me a message that I cannot access.

Regards,

**********************************
Business response
05/29/2024
Please see the attached response.
Initial Complaint
05/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was advised by my credit union, to file an insurance claim on an unsecured loan we have with the credit union. Kane County ********************** I am terminally ill, and unable to pay the loan. The credit union representative told me their insurance now covers disability and unemployment. We filed the claim March 3, 2024. Trustage required the claim be filed online. I submitted all of my information. They requested all medical information from my doctor, and then asked the credit union for the original loan documents. The process should have been that we submit a claim, and they ask the credit union for the loan documents, and verify if Im eligible for any insurance coverage. They should not have requested any information from my medical provider unless the claim was eligible for coverage, (if we meet medical requirements). This whole process started March 13, 2024, and ultimately denied on May 3rd. During the whole process, Trustage kept telling me they have everything they need, all documents, and it would take 5-9 business days. I had to keep contacting them, getting different information from each representative, until I was ultimately advised we did not meet the coverage requirements. This caused my loan to go further into default. They processed the entire claim backwards and got unnecessary personal medical information. It didnt help deny/approve the coverage.
Business response
05/17/2024
Please see the attached response.
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have long term policy with this company, both my wife and myself. My wife passed away on April 5, 2024. The death ceritificate was sent via FAX ***********) on April 19. I did call this Insurance company to confrirm receipt of my wife death certificate. The person answered the phone(refused to provide her name) confirmed the receipt of the fax. This company continued to dedduct from my accounts the premium for my wife policy number **********., after having received the death ceritifcate and have not made any adjustment for the premium that has been collected. On May, 8, 2024 I did send a fax*************) requesting to cease deduct the long term premium of my deceased wife. So, far no response.
Business response
05/17/2024
Please see the attached response.
Customer response
05/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]
I have not received any resolution to this issue as claimed by ************************* Trustage Compliance Analyst II
Regards,

*******************
Business response
05/24/2024
Please see the attached response.
Customer response
05/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************
Initial Complaint
05/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
TruStage and ****** Credit Union(BCU) keep charging me after I requested a cancellation on their useless Loan Payment Protection. TruStage refused to cover me while I'm fired for a protection I made 4 payments on because of a ridiculous 90-day rule, that wasn't even disclosed to me by BCU. Nobody can see into the future by 3 months to know their job security. Businesses are laying people off commonly right now and you would think I could receive coverage for the protection I paid for. Now I am still being charged even after cancelling the request a month ago.
Business response
05/14/2024
Please see the attached response.
Customer response
05/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

TruStage sent me the agreement notice in response, and stated I can cancel at any time. My issue is them not covering me with the Loan Payment Protection I made 3 months of payments on prior to being terminated. I either want the coverage I paid for or the payments I made in a full refund. Otherwise, this is unfair treatment because I was NOT given access to a product I paid for.

Regards,

***************************
Business response
05/21/2024
Please see the attached response.
Customer response
05/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************

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