Portfolio Resilience Starts by Fixing the Recall Gap

Learn how closing the "recall gap" with embedded payment protection can strengthen loan portfolios, improve member outcomes and reduce lending risk in today's challenging economic environment.

By Corrin Maier, Vice President, Lending Business, TruStage
 
The financial fragility of the modern borrower
The 2026 lending environment is not defined by a single shock. It's defined by compounding pressure.
 
Auto loan defaults have nearly doubled since 2020, and credit unions are seeing something that would have been unthinkable a few years ago: members walking into branches to voluntarily turn over their keys because they can no longer carry the payment burden. Peak vehicle pricing, elevated interest rates and tighter household cash flow have combined into a perfect stress test for loan portfolios.1
 
This isn’t limited to auto lending. Across consumer credit, financial fragility has become the norm rather than the exception. Nearly three-quarters of consumers report experiencing at least one financial hardship, and more than 90% worry that a single life event such as job loss, illness or disability could derail their ability to repay a loan.2
 
For credit union executives, this creates a clear mandate: Preventing default is no longer just about underwriting discipline.
 
The institutions that will outperform in the next economic cycle are shifting their posture: From lender of record to financial safe harbor.
 
The recall gap: A silent delivery failure
Most credit union leaders assume the risk conversation is covered when protection is "offered." The data says otherwise. More than 80% of consumers say they are interested in payment protection products, yet more than half of borrowers do not recall being offered coverage at all.2 This is the recall gap, and it is not a conversation problem. It is a delivery problem.
 
Face-to-face interactions remain a critical foundation of the member relationship. But the loan closing process is overwhelming. When members are focused on rate, approval, and speed, even a well-intentioned branch conversation can become background noise. A single touchpoint, however genuine, is rarely enough.
 
Closing the recall gap means expanding where and how the offer is made. Consumers prefer multiple exposures to complex financial information. In fact, 74% say multiple touchpoints help them make more confident decisions. Ninety-six percent of borrowers say they want to review protection options online, on their own time, before loan documents are finalized.2 When that option isn't available, the decision doesn't get deferred. It often disappears.
 
The result is predictable. Members leave unprotected, not because they declined coverage, but because the experience never allowed the value to register.
 
Why digitally embedded protection changes the equation
Digital embedded protection closes the recall gap by meeting members where decisions actually happen.
 
Instead of relying on memory after the fact, protection is introduced directly within the digital lending flow when relevance is highest and attention is focused. This mirrors how consumers evaluate other complex protections today. Buying travel insurance for a $400 plane ticket is intuitive because it appears at the exact moment risk becomes real.3
 
When protection is embedded, three things happen immediately:

1. Awareness increases: Members see personalized options clearly and can evaluate individual coverage in context.
2. Understanding improves: Digital experiences allow education to happen without time constraints.
3. Outcomes improve: More members make informed choices, and more loans are protected before hardship strikes.

This is not theoretical. Credit unions implementing embedded protection report seamless integration rates above 95%, eliminating manual rekeying and reducing staff burden.2 The operational lift is minimal, while the portfolio impact is material.
 
The win-win: Member security and portfolio performance
Embedded protection is often framed as a member benefit. That’s true, but it’s only half the story.
 
When members are protected, loan performance improves. Delinquencies are mitigated earlier. Charge-offs are reduced, and servicing teams spend less time reacting to financial crises that could have been absorbed.
 
From a financial perspective, the upside is clear. Credit unions offering embedded protection see a 26% increase in net income per member, driven by higher attachment rates, improved loan performance and reduced operational friction.3
 
This is the definition of a win-win model. Members gain a financial backstop during life’s most disruptive moments. Credit unions strengthen portfolios without sacrificing trust or speed.
 
In an environment where margins are under pressure and risk tolerance is tightening, few strategies deliver this level of aligned value.
 
Making speed the standard—without losing the brakes
One of the most common concerns executives raise is speed. Digital lending has trained members to expect decisions in minutes, not days. Any added friction risks abandonment.
 
The answer is to design integration correctly, not remove the protection from the experience.
 
Think about the transparency consumers expect elsewhere. Booking a $30,000 loan should feel as clear as purchasing a $400 plane ticket. Embedded protection applies the brakes just long enough to establish value, without adding friction to the digital application.
 
This balance is critical. When protection is thoughtfully integrated—not bolted on—it enhances trust rather than slowing momentum. Members feel informed, not sold. Staff stay focused on exceptions, not explanations. And the lending experience remains competitive in a crowded digital marketplace.
 
The real risk heading into 2026
The greatest risk facing credit union loan portfolios today is not interest rates or asset prices alone. It is exposure created by missed moments.
 
If half of your members are “forgetting” protection options, then half of your portfolio is unnecessarily vulnerable to the next job loss, illness, or life disruption. In the economic environment ahead, that is not a small gap.
 
Embedded protection is not another trend in the industry. It’s become a vital integration for organizations to find a scalable way to close the “recall gap” while preserving speed, trust, and member choice.
 
For credit unions committed to long-term portfolio resilience, the path forward is clear: Meet members digitally, protect them proactively, and design lending experiences that absorb risk before it becomes default.
 
That is how institutions move from simply lending money to truly safeguarding financial futures.
 
Learn more about embedding payment protection insurance into your digital loan application. Visit our Integrated Payment Protection page.

1GOBankingRates. Auto Loan Defaults Are Rising: How To Protect Your Car and Credit. 2025, Oct. 14
2TruStage. 2025 Consumer Lending Preferences Report. March, 2025
3CUbroadcast. GAC25: TruStage's Corrin Maier Talks the Benefit of Loan Insurance Products for Credit Unions. 2025, March 8.
The views expressed here are those of the author(s) and do not necessarily represent the views of TruStage

TruStage is DakCU’s System Partner. TruStage is a financially strong insurance, investment and technology provider, built on the philosophy of people helping people. We believe a brighter financial future should be accessible to everyone, and our products and solutions help people confidently make financial decisions that work for them at every stage of life. With a culture rooted and focused on creating a more equitable society and financial system, we are deeply committed to giving back to our communities to improve the lives of those we serve. For more information, visit trustage.com or contact George McDonald, DakCU's Chief Operations Officer.