When I called the California Employment Development Department's Disability Insurance Program line, I was immediately greeted with the option of service in English or Spanish. After I entered a verification code to prove I was human, I was presented with a menu to help direct my call. The menu listed several common reasons for calling the department. The menu was easy to navigate and covered topics such as getting information on benefit payments, finding assistance with filing a claim online, securing disability benefits or opting in to elective coverage for business owners or self-employed people.
The recording let me know of business hours, which are between 8 a.m. and 5 p.m. Monday to Friday, excluding holidays. It also let me know of peak hours where call times may be a little longer. These include early in the week and mornings. I was advised to visit the website if I urgently needed assistance. The menu did not offer an option to schedule a callback or a way to leave a message for an agent.
Some things that this line can't help with include applying for unemployment insurance or paid family leave. Representatives at this call center also can't help with questions or concerns about payroll tax or 1099G tax forms. For all of these inquiries, you'll be asked to call a different number.
When I called on a Tuesday morning, I was told that the call center was experiencing a high volume of calls. It took about 30 minutes to get connected with a representative. When they answered, the agent was friendly and easy to understand. Although the greeting sounded scripted, the representative spoke naturally when they were presented with questions about disability insurance in California and the legislation related to it. They answered my questions quickly and could pull up relevant material in only a few seconds.
The agent seemed to be local and was very familiar with California's disability insurance program. Upon requesting information about the circumstances under which I could apply for disability insurance, they provided answers immediately. The information that the agent provided was straightforward and easy to understand. However, they were also able to elaborate on terms when requested and provide clarification about portions of the law that confused me. The agent I spoke to was professional at all times. Although the wait time was long, the agent took only a few minutes to answer my questions quickly and efficiently.