ERS customer service changes due to the coronavirus
ERS customer service available only by phone and email; contact center hours changing
For the safety of our members and employees, and in adherence with published guidelines, the ERS building will be closed to the public—including ERS members—through April 30. During this difficult time, we will continue to work to support the retirement and health benefits of more than half a million Texans.
From now through April 30, our call center hours will be 8 a.m. – 5 p.m., Monday through Friday.
We will continue to pay annuities and insurance claims as usual. Whether you get your annuity by direct deposit or as a check in the mail, you should get it on the same day you usually do.
We will continue to accept payments and required forms through the drop box at the front of the building.
Counselors will continue to be available to help members by phone and through email. ERS staff are working diligently to support our members. We apologize about our current long wait times and understand how frustrating they can be. Please know that our counselors are working to attend to every caller’s needs completely and as efficiently as possible. We appreciate your patience.
You might not need to call or email. You can make some changes and do other business in your self-service ERS OnLine account—24 hours a day, seven days a week.
If you have scheduled a personal retirement counseling session at ERS between March 17 and April 30, a counselor will call you at your appointment time to conduct your session. Please review the appointment confirmation we emailed and verify that the phone number you provided is the best one for us to reach you. If it is not, please log in to your ERS OnLine account and update the phone number listed for you.
ERS could make additional changes to its customer service in the coming days and weeks. Please check this website for updates.
Thank you for your patience. We are exploring ways to best support all our members, while also protecting them, our employees and our community.