Update on Member Services

IMRF recognizes that it has been difficult to reach a representative to discuss your IMRF business. Over the past several months, IMRF has seen a significant surge in the number of calls and messages we have been receiving which has increased both our call hold times and response time to secure messages. We apologize for the inconvenience and want you to know that we are addressing these issues.

Reaching IMRF by phone

We have hired and are training additional contact center staff to decrease hold times. Ensuring that a representative is properly trained in the complex policies, procedures, and laws that govern IMRF, and is equipped to provide you with the high level of service you deserve, takes time. Please be assured we are working as fast as possible on these training efforts. We appreciate your patience as we continue to increase our staffing levels.

In addition to adding staff, IMRF has been improving our technologies to help get your call answered faster. When you call, please listen closely to the menu options available and select the option that fits your situation. This will help us to direct you to the most appropriate representative, faster.

Secure Messages through your Member Access Account

Many IMRF questions are not time-sensitive, particularly inquiries about planning for benefits in the future. For non-time sensitive questions, the best way to communicate with IMRF is to send a secure message through your Member Access account. Please allow up to 10-15 business days for a response. Much like we are working on improving our call hold times, we are working to lower our secure message response times as well.

Claims Processing

Please allow up to 8 weeks for applications to be processed. Please remember that this is not from the date that IMRF receives your application, but from the date after all required information has been submitted by you, your employer, and if it applies to you, your reciprocal system. It is only after we receive all the required information that we can begin to calculate your benefits. This is another area where IMRF has hired and is training additional staff for claims processing to improve processing times.

Our Commitment to You

IMRF is committed to providing our members with excellent service, and we will continue to make improvements to better serve you.

Below are a few additional links that may also provide some assistance:

• Find out how to Set Up a Member Access Account.
• Explore Frequently Asked Questions (FAQ) and the Member Access Learning Center  to help navigate Member Access.
• Send a secure message here.
• Learn about your pension and benefits as an IMRF member in the Your Glass is Half Full Webinar or the Pre-Retirement Webinar if you are within 5 years of retirement.