MADISON, Wis. — TruStage said more benefit payments are reaching members and additional digital services are being restored following a July cyberattack, but substantial claims backlogs and reliance on manual processing continue to delay payments and transactions.
In its latest recovery update to credit union partners, the company said members with previously approved Recurring Credit Disability and Debt Protection claims have received their October benefit payments, helping maintain benefits associated with loan payments. Recurring payments on previously approved claims are continuing, TruStage said.
However, customers awaiting decisions on newer claims, including those filed since the cyberattack, continue to face lengthy waits. TruStage said additional staffing, improved access to claims information and changes to its processes are helping move more claims toward resolution.
Life insurance claims also are progressing through review as expanded access to beneficiary and policy information supports processing, the company said. Automated payment capabilities are being expanded to increase processing capacity.
“We recognize that a restored capability does not resolve the experience for someone still waiting for a payment or transaction,” TruStage said in the update. The company said it remains focused on reducing delays and the additional workload placed on its credit union partners.
Service and Retirement Access
TruStage said electronic signatures for life insurance policy cancellation requests are now available through its contact center, allowing representatives to handle those requests more easily.
The company also reported that more retirement plan participants and plan professionals have regained digital access to account balances and information. Depending on the plan, some participants can request loans and withdrawals by telephone while broader online transaction capabilities are being restored.
But TruStage cautioned that access to balances, the ability to submit a request and completion of a transaction are separate stages. A substantial backlog of retirement loan and distribution requests remains, and processing continues to be slower than the company wants because of interim procedures.
Additional Services Returning
TruStage said business protection policy issuance and additional servicing functions are beginning to return in phases.
The company expects to expand lending and protection capabilities through November, including digital enrollment for Guaranteed Asset Protection, Mechanical Repair Coverage and Credit Insurance/Debt Protection products. Credit unions offering those products will receive updates on the timing of restored functions and any preparations needed, TruStage said.
The company said many servicing activities still depend on interim or manual processes, even as more systems become available. Its next priorities include broader online retirement transactions and additional lending and protection functions.
