As a valued partner of Ethos, TruStage® offers unique term and whole life products to thousands of our customers through agents like you.
Unlike other Ethos products, the TruStage product suite can only be hosted on the carrier’s website, so the TruStage application experience is different from other Ethos offerings. Many agents have asked us for guidance in managing TruStage policy activations, understanding the customer experience, and setting expectations for their clients.
Who is TruStage?
TruStage Insurance products are issued by CMFG Life Insurance Company and MEMBERS Life Insurance Company. CMFG Life consistently receives excellent ratings from the major credit rating services and is rated “A” (Excellent) by A.M. Best for its financial stability and operating performance (as of March 2022*). An “A” rating is the third-highest of 16 ratings awarded by A.M. Best. Founded in 1935, CMFG Life has helped protect more than 20 million people, including thousands of Ethos customers via our network of independent and enterprise agents.
What’s great about TruStage?
In addition to their financial and operational strength, their underwriting platform is simple to use and provides quick decisioning, which is aligned with the Ethos value proposition. The majority of TruStage policies are approved with no additional underwriting requirements. TruStage products are designed to be an excellent fit for many middle market Americans. Because of this, TruStage enables agents through Ethos to insure many more Americans every year, with simplified coverage options up to age 85.
Who should I contact for questions about TruStage?
For quick questions and general queries, please reach out to the Ethos TruStage Concierge team weekdays 9 a.m.– 5 p.m. PST at (415) 639-3968 or by email: email@example.com.
For assistance with specific issues such as case status or comp on an individual case, please reach out to your account manager.
What do my clients see if they are routed to TruStage?
Clients who qualify for TruStage products are invited to apply on the TruStage website while they are completing their Ethos profile. Your client must apply to TruStage via the Ethos website for you to be credited with the sale. This is because Ethos creates unique attribution links for each client that tie a TruStage policy back to you.
Occasionally, a customer goes through manual underwriting and is determined to be ineligible for Ethos products. In this situation, the customer will receive an email from Ethos inviting them to apply for TruStage products via a link to the TruStage application platform.
How should I help my customer if they are routed to TruStage?
If your client has elevated risk factors and you believe they may be routed to TruStage, follow these steps to ensure their experience goes smoothly and that you are credited for the policy activation. Please review our Underwriting and Product Guidelines for more information.
Note: To help ensure an attributable policy, make sure all applications are started from either your personal link or from the quoter in the agent portal.
What if my customer needs to call TruStage?
Your customer should only directly call TruStage if they need to make changes to their policy – such as updating beneficiary or changing payment method. However your client should NOT complete the application with TruStage directly over the phone. In order for you to be properly credited for the policy, your client must complete the application from the Ethos portal or using your custom agent website link.
To make changes to their policy, such as updating beneficiary info or changing their payment method, please have your client login to their TruStage account at http://trustage.com/my-account/login or contact TruStage Customer Care at (855) 591-9026.
Note: Agents may not call TruStage directly to request changes to a client policy.
My client submitted a TruStage application and I don’t see it. Why?
TruStage sends data files to us daily on business days (weekdays excluding holidays). Because of this, it takes more time for a TruStage application to show up in the ‘Customers’ tab in your agent portal.
What is the usual data delay from TruStage to see the application on the portal?
Expect a delay of 1-2 days for applications submitted during the week, and up to 5 days for applications submitted during long weekends.
What should I do if I cannot find a TruStage policy in my Applications tab after this time period?
If it has been more than 48 hours (excluding weekends and holidays) since your client’s TruStage policy has been activated and you cannot see it in the Applications tab, please reach out to your account manager.
When you contact your account manager, it’s essential to gather as much of the following information as you can:
The TruStage policy ID — your customer should have it, although we can look it up with their customer information if necessary.
Agents should expect resolution in about a week.
How can I find out if a customer was routed to TruStage?
In the Customer tab of the agent portal, you can see if any customer who used your personal link to start the application was routed to TruStage.
Under ‘Filter,’ click ‘Application Status’ and choose “Rerouted to TruStage” in the menu options. This will display any client whose application was routed to TruStage.
You should immediately contact the customer to find out more information. Make sure to get the application number.
How long does it take to receive my payout after a TruStage policy is activated?
An agent can only be paid after the customer's payment has been fully processed. It can take up to 12 days from the policy’s activated date for TruStage to process the customer’s ACH payment. Once payment has been processed, activations will be paid out on the next Thursday as with other activations.
What products does TruStage have?
Ethos offers the following TruStage products:
For comprehensive TruStage product information, please see:
Where can I find the underwriting guidelines for TruStage?
Please see our Underwriting and Product Guidelines matrix or our Ethos for Agents Playbook to find out which customers will best fit TruStage products. Because TruStage handles all underwriting on their policies, we are unable to provide specific reasons for declines.
How much will my customer’s premium go up on the increasing term?
It depends, but younger policyowners generally see smaller premium increases than older policyowners.
Is there a waiting period for TruStage products?
TruStage® Guaranteed Acceptance Whole Life has a two-year graded death benefit. During the first two policy years, the benefit for non-accidental death is limited to return of premium plus 10% interest. For more information, please contact your account manager.
Do TruStage products include Ethos wills & trusts?
No. Unfortunately, because TruStage products are not custom Ethos products, Ethos cannot offer the Ethos Perks rider which provides our no-cost wills & trusts.