The lack of vaunted services over telephones was ordered to be lifted by the Social Security Administration (SSA) after receiving backlash from many beneficiaries, advocates and people in Congress. This new imposition was set to start by March 31, 2025, when telephone-based proving of identity ceased, and people thus would have to complete their claims online or appear in person. More than 72 million Americans rely wholly on Social Security. The proposed policy was uproariously condemned, especially in rural communities and populations with limited mobility.
SSA officials thereafter announced that such phone services would continue into the second week of April despite adding layers for anti-fraud protection.
Telephone claims will have new anti-fraud checks
Starting from April 14, the SSA will roll out a new ‘anti-fraud check’ for all Social Security claims made over the telephone that should be followed under this policy: telephone claims will be checked for indicators of fraud risk. If a claim is flagged, the individual will be required to visit a Social Security office in person to verify their identity before their claim can be processed.
SSA confirmed that around 4.5 million claims are filed over the phone each year; about 70,000 of them are flagged for additional scrutiny; hence all others are free to continue managing their claims from their homes without the need to make a personal appointment.
Once again, in-person visits are necessary for some benefits
Excluding the fact that most phone services were restored, the SSA said that those claimed benefits such as Retirement, Survivors, and Auxiliary benefits (like for spouses or children) will still need an in-person ID verification. According to the agency, the measure is meant to reduce risks due to identity theft and fraud, especially at high-risk applications dealing with direct deposit changes.
The SSA said that 100% registration for in-person claims would still take place regardless of whether that initial entered the agency online, over the phone, or even at a local office.
Balancing effectiveness and accessibility
The reversal comes as part of the government’s wider attempts to slash federal expenditure under the Department of Government Efficiency (DOGE). The reductions were rumored to have led to the permanent closures of dozens of SSA offices slated for the year 2025. The SSA took trouble clarifying that while some offices may close temporarily due to facility issues, weather, or damage, they have no plans to permanently close any offices at this time.
DOGE argued that cutting back on phone services would have helped further curtail fraud, particularly where scammers call SSA to affect direct deposit changes. Critics pointed out that this would ultimately add to the burdens already posed by overwhelmed field offices on the vulnerable population.
What lies ahead
Acting SSA Commissioner Lee Dudek mentioned that the agency’s shift was premised on public and important stakeholders’ inputs. “We have listened to our customers, Congress, advocates, and others,” said Dudek. “We are updating our policy to provide better customer service to the most vulnerable populations in this country.”
Thus, Social Security puts itself in a position to balance fraud against an easily accessible and convenient service for millions of Americans.
