MADISON, Wis. — TruStage said it is restoring online access to some retirement account information in phases this week as it continues recovering from a cyber breach and system outage, but backlogs and processing delays remain.
In its latest update to credit union partners, the company said it could not provide processing timelines for individual and lending customer requests. It also said processing of a backlog of life insurance surrender requests is beginning, although those requests are expected to take longer than normal.
“We know progress has not always felt fast enough or visible enough for you, your teams or the members you serve,” TruStage said in the update, acknowledging that the disruption continues to create challenges.
The company said it expects more services and capabilities to return in the coming weeks as it works to restore operations safely and improve service consistency.
Retirement Account Access Returns
TruStage said BenefitsForYou participants who previously established online accounts will regain access to certain retirement account information through the portal. Some participants may need to reset their passwords through the standard “Need Help?” process.
Retirement plan assets were not affected and remain invested, according to TruStage. Available information and functions will vary between the service’s two platforms as restoration continues:
- OMNI: About 97% of participants use this platform and will be able to view current balances reflecting market fluctuations since July 11.
- Beacon: The remaining 3% will be able to see balances that are not yet current. TruStage expects the platform to display current balances no later than the end of October.
Displayed balances reflect market values as of the date shown in BenefitsForYou, the company said. They may not yet include all recent payroll contributions, related earnings adjustments or other transactions still being processed.
TruStage said it continues to process previously submitted transactions and will update account information as that work and system restoration advance.
Claims Backlogs Remain
TruStage said it has added staff to reduce call center wait times for first notice of loss, or FNOL, intake and continues developing a digital submission option.
The company also is working to support bulk FNOL submissions from credit unions, which it said would reduce manual handling and speed intake.
New capabilities for indexing incoming correspondence will take time to improve claims processing speeds, TruStage said, as employees work through the backlog and obtain additional documents from members.
More Systems Under Review
According to the company’s newest update, other recovery work includes:
- Restoring premium calculations, reporting, reconciliation and collection capabilities for credit unions.
- Bringing chat service back to the revamped outage hub to help members with questions about forms.
- Improving call flows and audio quality.
- Completing security reviews needed to access critical policy and document records used for servicing and claims.
TruStage said it has regained visibility into certain systems. Several foundational technology capabilities supporting credit union and member services also are undergoing final validation, according to the company.
