TruStage Reopens Claims Center, Targets Payments By Next Week
By CU Today Staff —
MADISON, Wis.—TruStage has reopened its Claims Contact Center and said most life and accidental death and dismemberment claims pending before its July 11 cyberattack are expected to be paid by the end of next week, marking another step in the company’s lengthy recovery.
In a Sept. 1 update to credit union partners, TruStage said members and credit unions can again call 800-356-2644 to report claims, provide documentation, confirm receipt of claims submitted after the outage and obtain guidance. The center is supporting Life, AD&D, Lending, Business Protection and certain annuity claims.
The company also said it has begun reviewing GAP claims submitted after July 11, while Credit Insurance, Debt Protection and GAP claims continue to be accepted and processed. Members who already submitted claims were cautioned not to file duplicates.
Recurring ACH and certain recurring credit card payments also have resumed for eligible Life and AD&D customers using payment information already on file. TruStage said coverage will not be terminated because customers were unable to make payments during the disruption, although one-time telephone payments and some paper-billing functions remain unavailable.
Despite the progress, TruStage acknowledged it still cannot provide timelines for individual claims. Policy, beneficiary and ownership changes, cancellations and some disbursements continue to require manual or offline processing, while representatives may be unable to confirm the status of particular payments, transactions or account changes.
The company also warned credit unions that it is not sending delinquency notices, recommending replacement policies from other insurers or requesting payments through unsolicited communications—a caution apparently aimed at scammers seeking to exploit confusion created by the outage.
The update follows CUToday.info’s reporting that the attack affected portions of TruStage’s backup infrastructure and forced the company to rebuild significant parts of its technology environment in the cloud. TruStage recently said President and CEO Terrance Williams will hold a town hall for credit union partners in the coming weeks, but the Sept. 1 communication did not provide a date.
Originally reported by CU Today.