SSA beneficiaries—both current and future—won’t be able to finalize some benefits claims over the phone anymore, according to a new Social Security Administration official policy. Tens of thousands of Americans will be inconvenienced each week as they are forced to present themselves with an accepted form of identification at a Social Security Administration office. This new policy is going to start being enforced soon for recipients who are unable to complete certain procedures online.
Some SSA beneficiaries are going to have to travel to an office from now on
The measure is being implemented to reduce Social Security claim fraud, which ultimately protects beneficiaries by securing the funds out of which they are paid. However, for many beneficiaries, particularly the elderly, having to make their way to an SSA office is complicated. The new system is likely to see pushback from the public, in the press, and possibly in legislative structures as well.
The SSA recently updated its security policies, and now, applicants for Retirement, Survivors, or Auxiliary (Spouse or Child) benefits will be required to present themselves in person and provide proof of identity at a Social Security office. This only applies if they are unable to access their “My Social Security” account on the SSA website, which allows online identity verification. Notably, individuals applying for Social Security Disability Insurance (SSDI), Medicare, or Supplemental Security Income (SSI) who cannot use a personal my Social Security account can still complete their claim entirely over the telephone.
A statement from SSA Acting Commissioner Lee Dudek was released
In a statement released in March, Lee Dudek, Acting Commissioner of Social Security, explained that the agency’s “stronger identity verification procedures” will start being applied beginning April 14, 2025. Dudek says an estimated 75,000 to 85,000 people who never had to will now need to travel to an SSA branch to finalize claims or enroll in benefits.
Some SSA beneficiaries can no longer finalize claims or enroll in benefits by phone
Previously, Americans who wanted to finalize their Social Security Retirement, Survivors, or Auxiliary benefits claims or enroll in SSA benefits could do so telephonically (or by visiting a branch if they chose to) if they couldn’t verify their identity online. They were also able to make changes to the banking information that the SSA had on file. Now, for direct deposit changes, individuals who cannot use the agency’s online my Social Security services will need to visit a Social Security office or call to schedule an in-person appointment, because so many fraudulent claims were being made this way.
The changes, which the agency believes will provide protection against fraudulent claims, are unfortunately set to affect vulnerable populations the most. These include people who are unable to leave their homes. This could be because they are disabled, have a medical condition, or are less mobile due to age and frailty. These also include people who do not have access to the internet, which is most common in low-income groups.
The change comes just weeks after Trump started closing SSA offices
It’s really bad timing, but just after the Social Security Administration changed its policy about beneficiary identity verification over the phone, President Donald Trump’s administration announced the closure of dozens of SSA branches across the United States. This means that not only are there tens of thousands of people who have to visit an office who never used to, but there are scores fewer locations available. This means that they will have to travel further.
The new SSA in-person policy is not all bad news
There’s one positive aspect of visiting a branch to verify your identity in person, though. The agency says that previously, beneficiaries had to wait up to 30 days for changes to direct deposit details to be effected. However, under the new policy, the SSA expects that these processes will be shortened to one business day, meaning that anyone who needs to sort out a banking issue with urgency will find it easier in person. To find out more about recent SSA changes, beneficiaries can visit the website or call the customer service line.
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