MADISON, Wis. — TruStage said claims processing is gaining speed and capacity as it recovers from a July 2026 cyberattack, but policyholders continue to face long waits for claim decisions and payments, and retirement transactions remain delayed.
In its latest recovery update, the company said secure data exchanges have resumed with some partners and vendors, while paper bills are now being mailed directly to accidental death and dismemberment policyholders.
TruStage plans to resume lending enrollment through a pilot with select credit unions in early November, followed by broader availability. Participating credit unions will be contacted directly about timing and required steps, the company said.
Claims Processing Changes
Claims remain one of the most significant recovery challenges, TruStage said. Better access to life insurance policy and beneficiary information is helping staff resolve information gaps earlier and review claims more efficiently, the company stated.
For lending claims, processing larger groups is increasing capacity. Additional changes rolling out this week are intended to improve identification and routing, prevent duplicate submissions and match claims with the appropriate products and policies sooner, according to TruStage.
The company is targeting mid-November to begin moving new lending claims to a processing approach designed to handle greater volume. Existing claims and recurring benefit payments would remain on current processes during the transition to avoid disrupting members already receiving benefits.
TruStage said the change is expected to speed new claims and create capacity to reduce the existing backlog. Claims and servicing requests submitted by mail or fax continue to take additional time as those channels are restored.
Annuity and Retirement Delays
Financial advisers are beginning to see updated annuity contract values in their broker-dealer systems, although TruStage said bringing those values current will take time because of the length of the outage.
Processing has also begun on backlogs of annuity applications received before and during the outage. That work is expected to continue over the next several weeks.
Retirement loans, withdrawals and distributions continue to take additional time as outstanding requests move through interim processes. TruStage said it is working to expand processing and expects transaction and reporting capabilities for sponsors and participants in defined benefit and defined contribution plans to return over the coming weeks.
A Note of Caution
The company cautioned that a capability becoming operational does not mean it is fully restored. Backlogs and interim processes may remain even as services become available, and recovery timeframes reflect current plans rather than guaranteed dates.
