MADISON, Wis.— TruStage says it has restored additional member-facing services and resumed processing payments and claims across several lines of business as it continues recovering from the cyberattack that has disrupted the company for nearly six weeks, although the company acknowledged Friday that it has “not reached the finish line.”
In an update sent to credit union partners Friday afternoon, Chief Administrative Officer Greg Holman said TruStage is increasingly moving from rebuilding foundational infrastructure to improving customer experiences and expanding available services. The company said contact centers for Retirement, Consumer Insurance, Annuity and Pension Risk Transfer are now operating and have handled more than 42,000 calls since Aug. 13, with billing, payment and policy questions accounting for most inquiries.
TruStage also said monthly ACH consumer billing has resumed across multiple products and payment methods, while policies remain active as it addresses missed payments and other payment issues. Claims processing has restarted for pre-outage GAP claims, recurring debt-protection and credit-insurance benefits for larger-volume credit unions, along with select life claims. The company said it continues working through both claims that were pending when systems went down and newly submitted claims.
Retirement and wealth operations are also being restored. Most defined-contribution plan participants can now request withdrawals, loans and rollovers and obtain pre-outage account balances, while certain annuity death-claim processing has resumed. TruStage reiterated that annuity and retirement-plan assets were not affected by the attack. An interim digital portal launched Aug. 19 also allows most 401(k) clients to submit payroll contributions electronically, with TruStage saying files will be processed in order by payroll check date as it works through the backlog.
The update follows CUToday.info's Aug. 12 report that cybersecurity firm Mandiant had confirmed TruStage established a “clean, isolated environment” separate from affected or potentially affected systems and found no evidence of an active intrusion or threat-actor activity since July 11. At the time, TruStage cautioned that determining whether member or employee information was compromised could still take another two to three months. TruStage said Friday that A.M. Best has also affirmed the company's A (Excellent) Financial Strength Rating.
Meanwhile, the legal fallout from the incident continues. As CUToday.info previously reported, 14 proposed class-action lawsuits had been filed as of its last update, including actions brought on behalf of credit unions and consumers alleging TruStage failed to adequately protect information and systems. The allegations remain unproven, and TruStage has not determined that member or employee data was compromised.
The continuing recovery has also forced TruStage to scrap one of its largest industry events. As CUToday.info reported earlier Friday, TruStage canceled its Discovery 2026 conference, which had been scheduled for Aug. 27, saying its focus needs to remain on recovery efforts and serving customers and partners. The company said key Discovery content instead will be distributed through a thought-leadership series in coming months.
“We know trust is rebuilt through actions, not words,” Holman told partners. “That's why our focus remains on restoring capabilities, improving customer experiences, and providing transparency about both the progress we've made and the work that remains.”