We want to thank you for your patience as we adjust to our new system. Since our switch in March 2024, we know you have encountered longer hold times, increased secure message response times, and longer claims processing times than in the past.
Currently, the best way to communicate with us is to send a secure message through Member Access. Please allow up to 10 business days for a response to your secure message.
After IMRF has received all the information we need for your benefit claim, it will take approximately eight weeks to process your benefit. This includes retirements, death benefits, member contribution refunds, disability benefits, and Voluntary Additional Contributions refunds.
We apologize for any inconvenience you’ve experienced as a result of our system transition. To improve our service, we are taking the following steps:
- Recruiting and Training Additional Staff: We are expanding our team to better handle the volume of inquiries, reduce hold times on our 1-800-ASK-IMRF telephone line and reduce benefits processing time.
- Implementing a New Skills-Based Routing System: This will help direct your calls more efficiently to the appropriate representatives.
- Improving Call Back Assist option: If you prefer not to wait on hold, you can request a call back at a more convenient time.
- Adding FAQs to Our Website: We are enhancing our website with a comprehensive FAQ section to help you find answers to common questions more quickly and conveniently.
We appreciate your patience as we strive to improve our service.
New Member Access FAQs
Click here to get answers to frequently asked questions about setting up your new Member Access Account.