MADISON, Wis. — TruStage is offering a new update on where things stand more than two months after a mid-July cyberattack forced the company to shut down systems, including delays in claims processing and continued restrictions on billing and payment services.
In its latest recovery update, TruStage said it still cannot provide specific timelines for reviewing, adjudicating or paying individual claims. Some servicing requests also continue to require manual processing, potentially resulting in longer turnaround times.
Certain payment services remain unavailable, including the issuance of new paper billing statements and the ability to make one-time payments by phone or online, according to the company. Customer service representatives also may be unable to confirm the status of every transaction or request.
TruStage cautioned that the restoration of a particular capability does not necessarily mean the full process supporting that service has returned to normal.
“Teams continue working to improve consistency, reduce manual steps, and ensure restored capabilities can operate reliably over time,” the company said.
Beginning to See Shift
As the CU Daily has been reporting, the update represents TruStage’s latest assessment of its recovery from the cyberattack, which prompted the company to take systems offline in mid-July. The shutdown disrupted services provided to credit unions, policyholders and retirement-plan participants.
TruStage said its recovery efforts are beginning to shift from establishing temporary continuity measures toward improving customer and member experiences.
Priorities Identified
The company identified several priorities for the next phase of the recovery:
- Expanding customer and member servicing capabilities.
- Increasing capacity for processing and adjudicating claims.
- Improving retirement-plan participants’ access to accounts and information.
- Restoring additional billing and payment functions.
- Reducing dependence on manual workarounds.
- Improving the consistency and reliability of customer experiences.
TruStage did not provide a timeline for fully restoring its systems or returning all services to normal.
