A person complained to the Ombudsman that they did not receive a response to an email they sent to the Division of Retirement and Benefits (DRB) seeking clarifying information about claims related to their spouse’s long-term care. After being contacted by our office, a DRB employee worked to provide the person with timely, accurate information about both a pending claim and ongoing recertification efforts. With agency assistance, the person’s pending claim was processed, and their spouse was recertified.