INSS announces that the service queue was cleared in August

The Minister of Social Security, Wolney Queiroz, announced, this Thursday (3), that the queue for services at the National Social Security Institute (INSS) has been cleared. The milestone was reached last month. The announcement was made at Palácio do Planalto, with the presence of President Luiz Inácio Lula da Silva.

According to the ministry, from February to August, the number of requests for expertise waiting to be answered gradually fell. In February, there were 3.12 million people in line, while 1.17 million people opened new requests that month. The number of people in line fell until it reached 1.547 million in July. In August, the number of new orders exceeded the number of people in line.

"When this happens, we don't have a queue. We have a flow of service. There is no longer a queue for there to be service. We are in a situation similar to a store that has 12 salespeople and 8 customers come in. We have a gap in service, no matter how high the demand," explained Queiroz.

The Ministry of Social Security clarified that the causes of the greater flow of care and the reduction in waiting for the results of the examination are the appointment of new employees through public competition, the 865 agencies operating with telemedicine resources and the adoption of documentary medical examination. In this type of expertise, it is not necessary for the person to go to an INSS agency, just to send supporting documentation.

The ministry also attributes the numbers achieved to the adoption of joint efforts on weekends and the payment of bonuses to employees with tasks completed above their targets.

“This benefits management plan was responsible for, in 2026 alone, 2 million more services,” said the minister.

The INSS currently receives around 1.3 million requests per month. There are 43 thousand requests per day. “It is this giant that we are dealing with”, highlighted Wolney Queiroz.

"What we want is to humanize the queue. It is for people to have the correct time to check in, wait and receive their benefit", said President Luiz Inácio Lula da Silva.

In addition to reducing the queue, there was a reduction in the waiting time for a decision regarding the expertise. The deadline defined by law for a decision is 45 days, and the average time reached by the institute is 34 days.

However, according to minister Wolney Queiroz and the department's executive secretary, Felipe Cavalcante, there is still a group of 224 thousand people awaiting the results of examinations for a period longer than 45 days.

These are specific cases and special requests, highlighted the minister and the secretary.

Among these requests are continuous benefits (BPC) and retirement benefits.