The Takeaway
- A federal audit says SSA’s phone service metrics are accurate — and improving
- Average 800-number wait times dropped from 30 minutes to about 7 minutes
- SSA answered 65% more calls in FY 2025 than the year before
- Field office wait times fell nearly 30%, with appointments averaging six minutes
- Disability claim backlogs are shrinking, but delays still exist
This may make some of you ROTFLOL, but the Social Security Administration says it’s finally turning a corner on customer service — and this time, an independent watchdog agrees.
A newly released audit from the SSA Office of the Inspector General confirms that the agency’s publicly reported telephone service data is accurate and that performance improved significantly during fiscal year 2025.
That matters because, for years, seniors have complained about long phone waits, crowded field offices, and slow-moving claims. The audit suggests at least some of that pain may be easing.
Phone waits are shorter — much shorter
According to the report, the average wait time on Social Security’s national 800 number fell from about 30 minutes in January 2025 to just 7 minutes by September. At the same time, SSA handled 65% more calls than it did the previous year.
That improvement wasn’t accidental. The Inspector General credits better technology, expanded self-service options, and staffing changes.
SSA also says its average “speed of answer” has stayed in the single digits for the past five months — a claim the audit verified.
Smart Senior Daily Staff
Field offices are moving faster, too
If you still prefer to handle things in person, the numbers there are also improving.
The agency reports that average wait times at field offices dropped nearly 30% year over year. Seniors with appointments waited about six minutes, on average, to be helped.
SSA continues to push online and phone options first, but acknowledges that not everyone can — or wants to — do business digitally.
Disability claims: progress, but not solved
One of the biggest pain points for seniors and disabled Americans has been the disability claims backlog.
SSA says pending initial disability claims fell by 33%, down from a record 1.26 million cases in mid-2024. Processing times are improving, but many applicants still face months-long waits.
Hearings are also moving faster, with average processing time dropping below the agency’s 270-day goal. Most hearings — about 90% — are now held virtually.
Politics aside, the data checks out
The audit followed questions from lawmakers about whether SSA’s customer service data could be trusted. The Inspector General’s conclusion was blunt: the data is accurate, and service really did improve.
SSA Commissioner Frank J. Bisignano credited agency reforms under Donald Trump, though the audit itself focused strictly on performance — not politics.
Smart Senior Daily Staff
What seniors should know
Better metrics don’t erase years of frustration, and not every local office or call experience will match the averages. But the numbers suggest a real shift.
For seniors, that could mean:
- Faster answers on the phone
- Shorter waits in offices
- More tasks handled online, anytime
If you’ve avoided dealing with Social Security because it felt impossible, 2026 may be a better time to try again.
Disclaimer: This article is for informational purposes only and does not provide legal or benefits advice. Social Security rules, processing times, and service levels can change. For personal guidance, contact the Social Security Administration directly or consult a qualified advisor.
