IVR System Updates

Effective September 1, the General Board’s Interactive Voice Response (IVR) System will feature updated options aligned with the IVR’s historic call patterns (i.e., the majority of calls are for retirement and pension information, and many callers press “1” regardless of the IVR options).

Participants and plan sponsors who dial 800.851.2201 will now hear these options:

• Press 1 for retirement or pension benefits.
• Press 2 for HealthFlex benefits.

The remaining four IVR options will not change.

These IVR updates will lessen the need for call transfers from the Health Team to other Customer Service teams for participants who default to option 1 without listening to the entire IVR menu before making their selections.

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