A sign for the Social Security Administration is seen outside its head office in Woodlawn, Maryland, Thursday, March 20, 2025.
Tom Williams | CQ-Roll Call, Inc. | Getty images
New anti-fraud protections are expected to come into force on Monday to Social Security Administration.
Before the new policy, a spokesperson for the agency confirmed on Wednesday that all types of complaints can still be completed by phone, including retirement, survivor and spouse or children. Previously, the SSA said that these candidates should visit an agency office in person for an identity test.
People who make other benefits of advantages – including for social security disability insurance, health insurance and additional security income – can also fully complement their complaints by telephone, which is in accordance with the Previous guidanceAccording to the spokesperson.
Changes in direct deposits information will still have to be made online or in person, said the spokesperson.
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The agency's new anti-fraud efforts arise while new leaders under the so-called Ministry of Effectiveness of the Trump Administration government seek to slow down waste, fraud and abuse between federal government agencies.
The SSA implements new anti-fraud procedures, including stricter identity verification, because the agency faces website failures and long waiting times on its 800 number, potentially forcing more people to visit offices to get help.
Social security experts and defenders have raised fears that new policies will make access to more difficult benefits for vulnerable populations, especially the elderly and people with disabilities.
However, the update of Social Security Administration is a positive development, said Bill Sweeney, vice-president of government affairs at AARP. He added that it would be more ideal if the policy and the calendar were reconsidered for better results.
“It seems to be a fairly good and encouraging signal that they listen to people, that they are that they are open to pivot and reconsider how to deploy these things and watch new ideas to implement it,” said Sweeney.
Some beneficiaries will always have to visit offices
While the Social Security Administration is starting to make anti-fraud checks by telephone, certain complaints will be reported for risk of fraud, according to the agency.
Applicants who are reported will have to visit a Social Security Administration office in person for their complaints to be processed.
The agency estimates that around 70,000 applicants could be reported on 4.5 million telephone complaints per year.
Service candidates who are not reported may completely complete their complaints by phone.
“The phone remains a viable option for the public”, the Social Security Administration Posted on X Tuesday.
Before updating the social security administration which widens the types of complaints that can be completed by phone, the agency would have estimated 75,000 to 85,000 More people per week can visit their offices in person.
Online applications can be difficult for many seniors and disabled people, who can have access to the necessary resources or know how to navigate in the processes, according to the Center on Budget and Policy Priories, a non -partisan research and political institute.
According to a new analysis of the Center on Budget and Policy Priories, more than 10% of the elderly in 35 states should travel more than 45 miles to go to the nearest social security office.
About 6 million elderly people do not drive, while nearly 8 million older Americans have a medical condition or a handicap that make them difficult to travel, depending on the center of the budget and political priorities.
Many beneficiaries are already faced with obstacles that go to social security telephone lines to make an appointment in person and must then go to a campaign office, said Kathleen Romig, director of social policy and disability policy at the center of budget and political priorities. Generally, individuals must request an appointment, although the agency urges the beneficiaries to try first to ask for online help.
“ Fear and concern among many older Americans ''
Experts and defenders contest the tight calendar in which policy changes are implemented.
“If you ask the elderly and other SSA customers to do something different, you have to give them enough time to understand what they have to do,” said Romig.
AARP sent a letter On Monday, at the acting commissioner of the Social Security Administration, Lee Dudek, urging the agency to “stop the modifications of the telephone services”, which “will only exacerbate the customer service crisis”, wrote Nancy Leamond, head of advocacy and commitment.
Instead, new policy changes must be made more deliberately, with the public contribution, a clear communication strategy and a reasonable calendar, the AARP explained in the letter.
The changes that should come into force on Monday came while the Social Security website has recently crushed on several occasions, the times to maintain telephone service have increased and, in some cases, disconnected from appellants, while the offices on the ground also have long expectations in person, said Leamond in the letter.
“This chaotic environment fuels fear and concern among many older Americans,” wrote Leamond.
