Social Security Cuts Phone Wait Times From 42 Minutes to 7 Minutes, Disability Backlog Down 1.27 Million to 853,000

Social Security officials have reported major improvements in customer service, including shorter waits, faster disability processing, and increased use of automated and online services.

Kelly McBride Ni

Published: 5/28/2026, 5:06:07 AM EDT

Social Security Cuts Phone Wait Times From 42 Minutes to 7 Minutes, Disability Backlog Down 1.27 Million to 853,000 — Social Security accounts for approximately one-fourth of the entire federal budget of the United States. (mikeledray/Shutterstock)

The Social Security Administration (SSA) has reduced average phone hold times on its National 800 Number from 42 minutes in fiscal 2024 to under seven minutes in April 2026—an 84 percent drop. At the same time, the agency cut its initial disability claims backlog from 1.27 million cases to 853,000, a 33 percent reduction, according to a May 27 press release.

The agency credited the improvements to technology upgrades, expanded self-service tools, and operational changes designed to speed access to benefits for about 69 million recipients each month.

Social Security field office wait times also dropped from about 30 minutes in fiscal 2024 to just over 20 minutes in 2026, a nearly 30 percent decrease, officials said. In Ohio, the average wait is now under 20 minutes, below the national average.

The updates were highlighted during a May 22 visit to the Social Security field office in Middleburg Heights, Ohio, by SSA Commissioner Frank Bisignano, SSA Deputy Commissioner Arjun Mody, and Senator Bernie Moreno (R-Ohio).

“Under President Trump’s leadership, we have made it a priority for the agency to meet people where they want to be served, whether that’s at a field office, on the phone, or online,” Bisignano said.

About 37 percent of incoming field office calls are now handled through automated self-service options, reducing pressure on live representatives, according to the SSA.

SSA has also expanded online capacity, eliminating 29 hours per week of downtime for the "my Social Security" portal. The agency reported more than 287 million online transactions completed in fiscal 2026, a 47 percent increase from the same period in 2024.

More than 100 million accounts have been created on the platform, reflecting continued growth in the use of digital services, SSA said.

In 2025, nearly 69 million Americans are expected to receive Social Security benefits each month, with total annual payouts of about $1.6 trillion.

Nine out of 10 seniors count on Social Security for at least part of their income, SSA data shows.

Mental health conditions are the leading reason people under 65 receive Supplemental Security Income (SSI) disability benefits, according to the National Council on Aging.

Recent data shows that about six out of 10 SSI recipients in this age group qualified due to mental disorders, including depression, schizophrenia, developmental, and intellectual disabilities.

For Social Security Disability Insurance (SSDI), the top diagnosis was diseases affecting the muscles, bones, and connective tissue, which made up 34 percent of approvals.

The maximum monthly SSI payment in 2026 was reported at $994 for individuals and $1,491 for couples, according to the NCOA.

Meanwhile, the average SSDI benefit was $1,492 in February 2026. SSI recipients averaged about $736 a month.

Applicants for these disability benefits face strict income and medical requirements. Only about four in 10 applications are approved, but appeals are available for denied claims, according to the NCOA.