MADISON, Wis.–TruStage is reporting additional progress in restoring systems and services disrupted by a July cyberattack, including significant reductions in call center wait times, expanded digital claims capabilities and greater online access for retirement plan participants.
However, the company acknowledged that claims backlogs, manual processing and other service disruptions continue to affect credit unions and their members.
In its latest weekly recovery update to credit unions, TruStage said improvements in its network systems are allowing it to restore more capabilities, accelerate claims processing and reduce some of the operational burdens created by the cyberattack.
“With each passing week, we continue to see acceleration in our recovery, as progress in our network systems yields more results for our partners,” the company said. “We understand that the experience of working with us is still not where it needs to be, but we are making up more ground on that goal every day,” the company stated.
Call Center Wait Times Decline Sharply
Among the most significant improvements reported by TruStage are reductions in customer service wait times following increased staffing.
According to the company, average call center wait times in early October compared with September averages declined:
- 72% for Lending inquiries.
- 83% for Life and Accidental Death & Dismemberment (AD&D) inquiries.
TruStage said the additional staffing has substantially reduced how long customers must wait for assistance.
However, the company said contact centers handling retirement-related questions continue to experience longer-than-average wait times.
Lending Claims Processing Accelerates
TruStage also reported progress in addressing claims that accumulated during the disruption.
The company said it expects to have adjudicated approximately 90% of all pre-incident Lending claims during the current week.
Credit unions can now submit detailed First Notice of Loss forms in bulk through a new digital process, eliminating some manual handling and accelerating the intake of claims.
According to TruStage, expanded digital capabilities also are allowing customers to submit more complete information when initiating claims, reducing the need for subsequent outreach by claims teams and credit union partners.
The company said these improvements are helping some claimants receive information more quickly and supporting more efficient claims reviews and decisions.
Nevertheless, TruStage acknowledged that claims backlogs and elevated servicing volumes continue to affect the customer experience. The company said it plans to expand digital First Notice of Loss capabilities to individual customers as its recovery progresses.
Retirement Account Access Expanding
TruStage reported that additional retirement plan participants are regaining online access to their account information through its BenefitsForYou platform.
However, the company cautioned that available balances and account functionality may differ depending on the platform as transaction processing continues.
Some retirement participants may receive password-reset communications or be required to establish new passwords before accessing their accounts.
TruStage encouraged credit union partners to be aware of these communications so they can help participants who have questions about accessing their accounts or interpreting displayed information.
The company also reported that previously submitted transactions and contribution files continue to be processed.
As a result, account information may change as the company catches up on:
- Recent payroll contributions.
- Earnings adjustments.
- Previously submitted transactions.
- Other account-processing activity.
TruStage said account balances and related information will continue to be updated as processing progresses.
Lending, Payment Protection Systems Being Restored
TruStage said it is beginning to restore additional technical capabilities that support credit union lending operations through a phased process.
Among the capabilities being restored are systems supporting the sale of Mechanical Repair Coverage (MRC) and Guaranteed Asset Protection (GAP).
The company also is working to restore the ability to present payment protection products through application programming interface integrations during the online loan application process.
TruStage said affected credit unions will receive additional communications as these capabilities become available, including information about reactivation and any actions necessary to resume using the services.
Those communications are expected over the coming weeks.
Life Insurance, AD&D Services Still Limited
Although some operations have improved, TruStage said several life insurance and AD&D servicing functions remain affected by the cyberattack.
The company said additional billing, policy-change, cancellation, surrender and claims-payment capabilities are being restored in phases.
Digital self-service capabilities for life insurance and AD&D customers remain unavailable.
TruStage also reported that catch-up processing for AD&D policy activity is underway. The effort is intended to improve the accuracy of policy information and support the restoration of established servicing processes over the next month.
In the meantime, some services continue to rely on manual processes while supporting systems and workflows are restored.
Priorities for Next Phase of Recovery
TruStage identified several priorities as it continues its recovery efforts:
- Claims: Expand digital First Notice of Loss capabilities to individual customers and improve claims processing and policy servicing.
- Lending: Restore additional premium-processing, reporting and collection capabilities.
- Retirement: Continue expanding online account access and processing outstanding transactions.
- Insurance servicing: Restore billing, policy changes, cancellations, surrenders and claims-payment capabilities.
- Technology: Continue phased restoration of systems and integrations used by credit union partners.
TruStage did not provide a specific date for completing the recovery of all affected systems and services.
The company said that while more digital capabilities are becoming available and operational performance is improving, credit unions and their members should expect some continued disruption as it works through remaining backlogs and restores normal processing.
Additional information is available here.
