Our processing timelines
Our processing timelines
We are committed to processing applications as efficiently as possible and know how important paid leave is to you and your family.
Our phone hold times and email response times are high. We encourage you to look through our online resources for answers before you contact us. This will help you avoid a long wait time and will keep specialists available for customers who have questions not answered online.
What to know
- We are working through a high volume of applications and weekly claims. Our current processing time for applications and requests for review is 2-3 weeks.
- To check the status of your benefit application or weekly claim, log in to your online account and select the link to your current claim ID.
- If we have questions about your application or request, the assigned specialist will reach out to you by phone. Please make sure your contact information is correct and answer or promptly return calls from us.
- If you have general questions about the program, look in our Help Center.
- Learn more about qualifying for the program, applying for benefits and filing weekly claims.
- We also have employer resources about calculating premiums and the reporting process.
- Getting ready to apply? Review our checklist and look at the Benefit Guide.
- For assistance accessing your account, visit Technical Support.
We appreciate your patience.
Our goal is to process all applications as quickly as possible.
• Applications that are missing information or are complex will take us longer to process than complete or less complex applications. Our priority is to process all applications as quickly as possible.
Why do some applications take longer to process than others?
• If there is missing documentation, like a medical certification or proof of identity documents.
• There are missing hours or wages in our system. This usually happens if we are missing information from your current or former employers about your work history.
• If we are reaching out but can’t get a hold of you or your employer for more information.
Keep in mind that once your application is approved, you will be able to file weekly claims and get paid for each week of your approved leave. That means you’ll be able to submit weekly claims retroactively and receive your back pay.
How you can help
Our Customer Care Specialists answer questions over the phone and through email, review applications and process weekly claims. There are two things you can do to help them process applications faster and reduce call wait times for everyone.
1. Ensure your application is complete
Incomplete applications take longer to process, so please make sure your application is complete.
2. Explore the website
You can find answers to most of the questions we’re hearing on the phones and in emails on our website, and we regularly update the technical support and help center pages with the latest frequently asked questions. Before reaching out, please explore our site and see if the answer you need is here.
Finding the answers you need
Our website has detailed information that can help you:
- Know what to expect after you’ve applied.
- Check your application status.
- File weekly claims.
- Estimate your weekly benefit amount.
- Find answers to more frequently asked questions.
We know there are some questions our website can’t answer, and we welcome your calls on personal details related to your application.
Where do we go from here?
We’re honored and grateful to be building the best Paid Family and Medical Leave program in the nation, and we thank you for being one of the first people to apply. We’re learning more each day about the need for this program and its capacity to change people’s lives, and we are committed to working as hard as we can to improve our processes and make Paid Leave benefits accessible to everyone.