Social Security Administration Chief Claims Service Improvements Despite Staffing Concerns

Commissioner Frank Bisignano appeared before the House Ways and Means Committee's Social Security and Work and Welfare subcommittee to defend the SSA's performance following a turbulent period of staffing cuts, leadership changes, and public criticism. In written testimony, Bisignano said average phone wait times fell to under five minutes in May 2026, down from a high of 42 minutes in fiscal year 2024, and that field office wait times dropped roughly 30 percent to an average of 20 minutes. He also reported a 32 percent reduction in the initial disability claims backlog, from 1.26 million cases in June 2024 to approximately 862,000, and a drop in average processing time from 233 days to 184 days. Democratic lawmakers challenged the figures, with Rep. Judy Chu arguing that classifying callback requests as zero-minute waits was 'extremely misleading,' while Rep. Danny Davis cited AARP reports and constituent complaints of hours-long waits and unavailable appointments. Critics, including a June 2025 investigation by Sen. Elizabeth Warren's office, found average wait times of 102 minutes and reported that more than half of calls were never answered by a human representative. The SSA's own Inspector General confirmed that reported metrics were accurate and that service improved in fiscal year 2025, but also identified ongoing errors in benefit administration; a separate March 2026 academic study found that recent administrative changes had created 'significant barriers' for disability applicants, particularly those with limited internet access or cognitive disabilities.