Empower Retirement's main customer service number is 1-800-686-2575

This is the central phone line for Empower Retirement, formerly known as Great-West Life & Annuity Insurance Company. The number connects you to representatives who handle account questions, retirement plan information, and general customer service. Call times and wait times vary depending on the time of day and day of the week.

When you call, have your account number or Social Security number ready. This speeds up the process of locating your account. The representatives can answer questions about your balance, investment options, withdrawals, and how your retirement plan works.

Key Takeaways

  • Empower Retirement's main phone number is 1-800-686-2575, available during standard business hours Monday through Friday.
  • Have your account number or Social Security number ready before calling to help the representative locate your account faster.
  • Different departments handle different issues, so the representative may transfer you depending on what you need.
  • You can also reach Empower through their website or mobile app if you prefer not to call during peak hours.
  • Wait times are typically shorter early in the morning or late in the afternoon on weekdays.

What to expect when you call

When you dial 1-800-686-2575, an automated system will ask you to select options based on what you need. You can usually choose between account information, plan details, investment changes, or general questions. This routing system helps direct your call to the right department.

After you select your option, you will either reach an automated system that can handle straightforward requests or be placed in a queue for a live representative. The wait time depends on call volume. If you reach an automated system first, listen to all the options — many common questions can be answered without speaking to a person.

Specific phone numbers for different needs

Empower Retirement maintains the main number 1-800-686-2575 for most customer service needs. However, if you are calling about a specific type of plan — such as a 401(k), 403(b), or IRA — the representative can transfer you to the appropriate team once you explain your situation.

Some employers also provide their own Empower contact information in plan documents or on the employer's benefits website. If your employer has given you a different number, that line may route you faster to someone familiar with your specific plan.

Best times to call

Phone lines are typically less busy early in the morning, around 8:00 a.m. to 9:00 a.m. Eastern time, and later in the afternoon after 4:00 p.m. Eastern time. Mid-morning and early afternoon tend to have longer wait times. Mondays and Fridays are often busier than Tuesday through Thursday.

If you are calling from outside the Eastern time zone, remember to adjust for the time difference. Empower's customer service hours are generally Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern time. The line is closed on weekends and federal holidays.

What information to have ready

Before you call, gather these details: your account number (found on statements or in your online account), your Social Security number, and the name of your employer or plan if you have multiple accounts. You should also know what specific question or issue you want to address.

If you are calling about a transaction, withdrawal, or recent change, have the date and amount ready. If you are asking about investment options or plan rules, having your plan documents nearby can help the representative explain your options more clearly.

Alternatives to calling

Empower Retirement offers other ways to reach customer service besides phone. You can log into your account online at empower-retirement.com to view your balance, make changes to investments, or submit questions through a find message system. Many account holders find this faster than calling, especially for straightforward balance checks or investment changes.

The Empower Retirement mobile app also allows you to check your account, view transactions, and contact support. Some issues that would require a phone call — such as requesting a distribution or changing beneficiaries — may have online forms available in your account dashboard.

If you cannot reach a representative

If you are having trouble reaching someone by phone, try calling during off-peak hours as described above. You can also try the online contact form on the Empower website, which may route your question to the right department and generate a response within one to two business days.

If your issue is urgent and involves a time-sensitive matter, explain this to the automated system or to the first representative who answers. They can often escalate your call or connect you with someone who handles urgent requests. Be specific about why your situation needs faster attention.

Frequently Asked Questions

What if I call and get a busy signal?

Empower's lines do not typically give busy signals — instead, you will be placed in a queue and told your wait time. If you cannot reach the line at all, check that you have dialed the correct number (1-800-686-2575) and that your phone service is working. Try again during a less busy time.

Can I reach someone outside of business hours?

Standard customer service is available Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern time. Outside these hours, you can use the online portal or mobile app to view your account. For emergencies, check your account statements or plan documents for after-hours contact information.

What if I do not have my account number?

You can provide your Social Security number instead. The representative will use this to locate your account. Have your name, date of birth, and employer name ready as backup information to confirm your identity.

Will I be charged for calling this number?

No. The 1-800 number is toll-free. You will not be charged for the call, though standard phone plan rates may explore if you are calling from a mobile phone.

How long does it usually take to speak with someone?

Wait times vary widely depending on call volume and time of day. During peak hours, you may wait 15 to 30 minutes. During slower times, you might reach someone in 5 to 10 minutes. The automated system will tell you the estimated wait time when you call.