5910 Mineral Point Rd. — TruStage Cyberattack Company Headquarters
A Baltimore woman has finally received her late mother’s life insurance payout after a nationwide cyberattack on insurer TruStage left her waiting weeks, stuck on hold, and unsure whether the money would ever come. Matesse Pope’s mother, Lois Cash, died on September 4 after paying into her TruStage life insurance policy for two decades, and Pope says the process of collecting on that policy should never have been this hard.
Cash had a dementia diagnosis before she died, and Pope, her daughter, says she spent weeks trying to reach a TruStage agent afterward, according to WBAL News Radio. On one call alone, Pope waited 38 minutes with 10 people still ahead of her in the queue. She told the station she hoped the payout process would not be so difficult, and said thinking about her mother left her emotional and stressed throughout the ordeal.
A Nationwide Network Shutdown Behind the Delays
The holdup traced back to a broad cybersecurity attack TruStage identified on its network on July 11, one that prompted the company to deliberately take its technology infrastructure offline for more than a month to contain the intrusion rather than simply rebooting compromised systems, as reported by American Banker. That containment shutdown abruptly cut off phone lines, online account access, and automated claims processing across the country. TruStage, formerly known as CUNA Mutual Group, serves tens of millions of Americans, largely through its credit union partnerships, according to TruStage…