When we have questions about your claim

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If we have questions about your eligibility for unemployment benefits, we may set an ‘issue’ on your account. This means we need more information to make a decision about your eligibility. This process is called adjudication.

Learn what you need to know when your claim has an issue below. You can also watch this 4-minute video about adjudication:

Steps in the adjudication process

We set issues based on information from many sources. These include employers, the answers you provide when you apply or file weekly claims, and federal and state databases. If we find an issue, here’s how the process works:

  1. We will send you a questionnaire via eServices or the U.S. Postal Service based on your communications preference. Generally, you have 10 days to respond.
  2. You need to respond by the due date in the questionnaire to avoid delays or loss of benefits.
  3. Answer all questions completely and accurately.
  4. If we need more information after you respond, we may contact you again by phone, email or web notice. You will have 2 business days to respond. If you do not respond, we will make a decision based on what we have.

Avoid missing important information

Be sure your contact information is current. You can update your information online or use the automated phone option at 800-318-6022.
Frequently check for messages. Check your eServices account, your email, your U.S. Postal Service address and your phone. Read all to ensure you do not miss necessary information.

Decisions about issues

We decide issues based on unemployment laws and regulations, and the information we have. We may set more than one issue on your claim. Each is reviewed separately—you could be approved for some, but another may cause your claim to be denied. We send a separate notice for each issue and each decision is also posted in your eServices account. 

Appealing a decision

If you disagree with our decision, you have the right to file an appeal. If your employer got a copy of the decision, they also have the right to appeal. We include appeal instructions in every decision letter.

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