Business Profile

Insurance Services Office

TruStage

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TruStage's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

128 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sept 2024 My car was in an accident. ********** did a total lose on the car. So **** credit union filed paper work with the gap insurance company to claim that they are contracted to pay. It is now May 2025 and the gap insurance still has not paid of the balance. It is going on 8 months now. And is damaging my credit report. I purchased gap insurance in case I needed it to pay off the balance the auto insurance didn't pay off. I am looking for them to fix what they are suppose to do and fix my credit report. This has not been handled in a timely matter or the write way. I was lead to believe I won't not owe anything in a total out vehicle if I purchased gap insurance. I'm looking to get $2,407.73 of the left balance.
Business Response
Date: 06/05/2025
Please see the attached response.
Customer Answer
Date: 06/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23379403, 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,

Jeffery S Caves
Customer Answer
Date: 06/11/2025
I have not heard from the company, as what they said would happen in their response.
Business Response
Date: 06/23/2025
We show that a response was sent to the BBB of Wisconsin on June 5, 2025. Please see the attached response as well as a screenshot of the upload confirmation.
Customer Answer
Date: 06/24/2025
[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 23379403, and find that this resolution is satisfactory to me.

Regards,

Jeffery S Caves
Initial Complaint
Date:05/22/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Trustage (CMFG Life Insurance Company, *********************************, Domiciled in ****) continues to send me solicitations by mail for $1,000 of TruStage TM Accidental ********************* (AD&D) Insurance. On the envelope or enclosed letter is always print indicating the solicitation is for me as a member of ****** (**********************************************). Each time when this solicitation came to my home address, I contacted my banking establishment ****** to inform them that I am not interested. I also requested that ****** put a stop to these solicitations more than one time. As a 1997 graduate of *** (*************************) I am concerned about the sort of mail I am receiving. Because I more recently and once again received that kind of solicitation, I am now complaining to the BBB.
Business Response
Date: 05/27/2025
Please see the attached response.
Customer Answer
Date: 05/28/2025
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.
I had made BBB privy to my complaint against the company. In an attached correspondence sent to me by it, they no less have informed me that I am no longer on their mailing list. However, because they no less may expose me to additional mailings temporarily, my complaint remains unresolved until those mailing indeed stop entirely.

Regards,

******* ********
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I call this company back in January and asked that they stop talking monies from our checking account, and only to realize it didn't stop. They have taking a total of $180+ from my account after asking them to stop. I phoned again April 3 to STOP the payments. As of today May 13, I am still receiving invoices for payments. I am again asking for a refund on the amount of monies taking from my account since January. I am asking for payments that covers 3 months.
Business Response
Date: 05/19/2025
Please see the attached response.
Initial Complaint
Date:05/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for a free life insurance policy through my credit union and now I keep getting mailers sent to upgrade my policy. Ive called to have these mailers stopped from being sent to me anymore, and Im still receiving them. So I called back and was told that it takes ************************** mailers, and that theres nothing I can do about it because its company policy. That is BS, its my policy that I dont want anymore mailers sent to me, that should be respected instead of TruStage continuing to shove mailers down my throat.
Business Response
Date: 05/19/2025
Please see the attached response.
Initial Complaint
Date:05/01/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay for insurance for a disability that was cause by job. They recently stop paying without any notification@ all,
Business Response
Date: 05/07/2025
Please see attached response.
Customer Answer
Date: 05/09/2025
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,
[Please type your response here.]
My issue is I called multiple times and was given multiple instructions what to do Im late on payment never late for any bills in my life never sent emails only when payments was made!
Even Today given the wrong information if I already have a claim out and I have additional claims after my claim!
Your rep for this company and others Are given clients the wrong information today# example # claim **********I called everyday was told inform to file a new claim and add my additional information as well !

Regards,

****** *****
Business Response
Date: 05/16/2025
Please see the attached.
Customer Answer
Date: 05/29/2025
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 was told different things multiple times tas well received multiple forms to reapply as well
I just want to too be given the right instructions too submit my claims as welll and rectify the issue immediately as well.
Regards,

****** *****
Business Response
Date: 06/04/2025
Please see the attached response.
Initial Complaint
Date:04/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I get these spam offers every month from this company so I opened it today and there is so much paperwork jammed into this envelope I sliced my hand open with this thick paper! Its a waste paper, time and money. Shut them down!
Business Response
Date: 04/25/2025
Please see the attached response.
Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
January 4- 2024 - I completed a Service Separated Withdrawal Request Form - Under section 6 - Participant acknowledgement and signature at bullet point number 10 - it states that if I have an outstanding loan, I understand my loan may be offset and be treated as taxable withdrawal to which my withholding election will apply. No withholding was taken, nothing was said to me about withholding and based upon this bullet I thought withholding was taking place. Now I have a $6790.00 tax bill. The documents are not clear, there was no explanation, and I relied on the administrator of this process to complete it accurately. I have attempted to speak to ********************, and I have called and sent letters to Trustage with no reply and no help. The documents are not clear and information was not presented
Business Response
Date: 04/14/2025
Please see attached response.
Initial Complaint
Date:04/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had opened a life insurance policy with Trustage life Insuatnce on March 18, 2025. I had already had a payment deducted from my bank account on March *******. I had thought I was all set and didnt need to worry about any fraud happening. So on April 2 2025 I got an email from my bank that trustage was withdrawing ***** from my account i as puzzled for what? I called trusatge and they automatically put me threw to a supervisor and they had already seen the mess up and it was a long call. The supervisor told me a name on the account that wasnt mines or benefices. I asked him why was i being billed for ***** he stated oh we made a mistake and i insisted i needed to close my account this was fraud the supervisor didn't want to follow thru and close the account until i insisted for that to be closed. I just followed up on my money supposedly to be refunded I called into trustage today 4.8.25 the supposedly supervisor says she does not see an counts and i would not be refunded. I am asking for someone to look into this they have not followed up with me as to what happened and why the unauthorized event occured.
Business Response
Date: 04/14/2025
Please see attached response.
Customer Answer
Date: 04/17/2025
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 app. The dates and times frames that was specified is incorrect and I did not get my refund.

Regards,

****** *****
Business Response
Date: 04/25/2025
Please see attached response.
Customer Answer
Date: 05/01/2025
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.

Although I spoke to manager from Trustage I am not satisfied as to how the charge occured and still have not been paid from my banking institution and trustage has no good explanation on how the withdrawal occurred.

Regards,

****** *****
Business Response
Date: 05/05/2025
Please see the attached response.
Initial Complaint
Date:04/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 22 , 2025 I submitted a reinstatement application along with payment. April 2, 2025 the payment was cashed and I was told they lost the reinstatement application? Like how does this happen and the check was cashed. Both items were mailed together in the same envelope! Agent asked me a concerning question about did I take a picture of the reinstatement application prior to mailing it in there self addressed envelope? Very cold and nonchalant practices
Business Response
Date: 04/11/2025
Please see attached company response.
Initial Complaint
Date:03/24/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have 2 policies with Trustage memorial, both of which is paid off. Its been over months since Ive been able to get a copy of my certificate of payoff. Ive called at least 6 times to get a copy and everytime Ive been told that it will be sent out I have received absolutely nothing. They try and get you off the phone by saying they will escalate my issue and will send me out my paperwork. They then tell me that one of my policies was still pending months after its already been paid off and the funds have been removed from my account. The last 2 recent times Ive had to reach out to them they said that I have to send in proof of payment, why? If you received my funds then please reach out to your payment department and confirm with them that they received the funds, but they choose to not say anything until you have to reach out to them otherwise they would never tell you that theres issues. This is honestly the most irresponsible and awful company as far as customer satisfaction. Ive told them please find a different way to send me my certificate and they say mail is the only way even though theyve tried sending it 4 times and none of the times have gotten to me. You accept the money so quickly, yet cant do anything else to help the customer receive something that they are entitled to. This place seriously needs to be inspected for negligence because thats the practice that they are doing. Ive asked for a manager to reach out, but I highly doubt I will be receiving anything from this horrible company.
Business Response
Date: 04/01/2025
Please see the attached response.
Customer Answer
Date: 04/01/2025
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.

[If this issue was not escalated to the BBB it wouldve never gotten done, the business lack of responsibility and effort is apparent, the representative did not reach out and speak to me directly and did not provide any justification for all the issues they had and hardship they have caused. I decline the resolution because they still have not done anything that is satisfactory on my behalf. ]

Regards,

Hoa Thai
Business Response
Date: 04/09/2025
See the attached company response.
Customer Answer
Date: 04/11/2025
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.

[I still do not accept this business response, this issue has brought hardship and delays in my endeavors. I took time off from work to contact this company because I just paid also $20,000 and wasnt able to get a hold of something that Im entitled to. For all the times and effort while being lied to and given false information a simple apology that doesnt sound genuine will not be sufficient. If this platform was not used I would still be waiting, this business needs to start putting their customers first and not profit, train your employees to give the accurate information and be genuine in feeling responsible for the mistakes. I still regret dealing with this company and will not change my mind because although they did give me my completion letter, I shouldve gotten both without any issues, you guys accept my payments right away, but cant provide my documentation right away.]

Regards,

Hoa Thai

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TruStage is NOT a BBB Accredited Business.