News

Tomorrow, September 10, LACERA will officially launch a new member communication platform that will make connecting with us easier, faster, and more convenient. While our phone communication updates will go live tomorrow, we will continue developing enhancements to our My LACERA platform which will be implemented soon. 

We have spent the last several months developing this update, with one goal in mind: to create a more streamlined experience for members seeking to get in contact with us by phone and online. This launch marks an important step toward that goal, as well as allowing us to continue delivering on our mission to provide, protect, and produce the promised benefits to our members.   

What This Update Means for You  

Here are a few of the benefits you will experience:  

• Timely Reminders and Follow-Up: Receive phone call reminders for missing documents, required actions, and important next steps to keep your retirement journey on track while providing automated call prompts that can connect you directly with a specialist for live assistance. 
• Enhanced Phone Experience: Improved phone menu and call routing will connect you to the appropriate specialist quickly and help you avoid unnecessary transfers.  
• Optional Identification Verification for Quicker Service: Streamline your phone call experience by verifying your identity prior to connecting with a specialist.  
• A More Consistent Service Experience: Whether contacting us via My LACERA, phone, or email, you can expect a more seamless and consistent service experience across our communication channels. 
• Live Chat Feature (Coming Soon): Gain access to real-time assistance during business hours from a LACERA members services specialist via a beta (test) version of the new My LACERA live chat feature. This feature will initially roll out exclusively for member services inquiries. Members may continue to contact 800-786-6464 for answers to their retiree healthcare questions as we work to implement this feature in the near future.  

Finding Ways to Better Serve You  

This is just the latest step in our goal to provide a superior member experience. These updates will shorten the time each member spends getting the help they need and will allow our specialists to assist more members on a daily basis. We are excited for you to enjoy these enhancements and believe you’ll notice a meaningful difference going forward.   

We will continue to search for new ways to improve your member experience through each step—whether you’ve just begun your County career or have already crossed the finish line and are enjoying your retirement.