MADISON, Wis. — TruStage said it has processed approximately 90% of lending claims filed before a July cyberattack disrupted many of its systems, but significant backlogs continue to delay payments as the company restores services.
In its latest recovery update, TruStage reported faster individual life claims processing, expanded access to retirement account information and the phased return of digital lending and protection services. Many transactions and servicing requests still take longer than usual, the company said.
Claims Processing Accelerates
TruStage said expanded access to beneficiary information, additional staffing and workflow improvements have accelerated individual life claims processing, helping reduce the backlog of claims filed before the attack.
With approximately 90% of pre-outage lending claims processed, teams are expanding bulk processing, improving claims intake and adding capacity to handle claims filed since the cyberattack.
“However, despite this important progress, we still have a significant backlog of claims which will cause payments to take longer than normal,” TruStage said.
Digital claim submission capabilities are reducing manual work and follow-up requests, according to the company. Credit unions can submit lending claims in bulk, while a new member-facing form collects more complete information upfront.
Retirement Access Expands
More than 19,000 participants accessed the BenefitsForYou retirement portal during the first 24 hours after access was restored, and more than 7,100 completed password resets, TruStage said. Call volume declined as online access increased.
Retirement account values are becoming more current, and plan sponsors, advisers and third-party administrators are gaining visibility into defined contribution participant balances.
However, retirement transactions and services still require additional processing steps. TruStage said it continues to address contribution and withdrawal backlogs, batching issues and other processing constraints.
Paper Billing to Resume
TruStage said paper bills for accidental death and dismemberment insurance will begin mailing during the last week of October to customers who are not enrolled in recurring automated clearinghouse or credit card payments.
The company outlined several billing developments:
- Customers receiving paper bills will be asked to pay by check. One-time payments by phone or online remain unavailable.
- Call center agents are expected to gain greater access to billing information, allowing them to answer more customer questions.
- TruStage is reviewing policies to identify premiums collected in error during continuity operations and determine where refunds are appropriate. That review will continue over the coming weeks.
Digital Services Return in Phases
Digital capabilities supporting mechanical repair coverage, guaranteed asset protection and payment protection are returning in phases, TruStage said. Those services include application programming interface integrations within online loan applications.
Credit unions offering the products will receive information about reactivation schedules and any steps needed to resume using the services, the company said.
