Frequently asked questions

The waiting period is the number of days that must pass prior to being eligible for benefits. The contract or certificate of insurance will specify the waiting period, typically 14 or 30 days, and when benefits will become due. For example, some contracts or certificates of insurance specify that if a period of disability or unemployment lasts at least 14 or 30 days then benefits will begin the first day of loss. Others use an elimination period where benefits do not begin until the 15th or 31st day after the loss event. Please refer to your contract or insurance schedule/certificate of insurance for specific protections terms and conditions.

Your payment protection is designed to provide benefits when a serious life event occurs. Creating a program with a waiting period helps lower the cost of payment protection for all credit union members and still provides the protection members need when a serious life event continues past 14 or 30 days.

“Actively at Work” is the number of hours outlined in your contract or certificate of insurance that you must be working in order to be eligible for protection. Your contract may also have actively at work requirements that apply at time of loss.

Pre-existing conditions are health problems or conditions treated before the effective date of your protection or before disbursement of money on a loan. Typically if the death or disability occurred after the effective date of your protection, but was caused by the condition that you were already diagnosed with or being treated for, you may not be eligible for benefits. Your contract or certificate of insurance will specify the pre-existing exclusions.

Unlike other types of payment protection products, your credit union’s payment protection product limits the amount of health-related eligibility questions you are asked at the time you purchase protection. However, the contract or certificate of insurance does include the pre-existing exclusion. Payment protection is designed to protect against the unexpected, this exclusion is designed to prevent expected claims caused by previous health problems or conditions that would impact the cost of the protection for all members under the program.

Benefit maximums vary depending on the protection terms listed in your contract or in the insurance schedule/certificate of insurance. Your specific benefit maximums will be outlined for you. Benefit maximums may include total dollars per claim -- maximums for monthly payments or age. Please refer to your contract or insurance schedule/certificate of insurance for specific protection terms and conditions.

You will receive claim forms via email or mail that you, and possibly others, will need to complete and return to TruStage one of three ways:

Email us:

members.claims@trustage.com

Mail:

Claims/TruStage
PO Box 5010
Madison, WI 53705-0010

Fax:

855.726.2513 (Toll-Free)

Once TruStage receives all of your information, your claim will be reviewed and a claim representative will contact you.