Starting Monday, Americans seeking retirement or survivor benefits from the Social Security Administration (SSA) will no longer have the option to apply over the phone. Instead, applicants must either visit a local SSA field office or utilize online services. A recent analysis from the left-leaning Center on Budget and Policy Priorities (CBPP) highlights that this shift may require a challenging 45-mile trip for approximately 6 million seniors, effectively closing off a crucial service channel for many eligible beneficiaries.
The CBPP report indicates that over 40% of retirees currently apply for their Social Security benefits via telephone, a method also favored by most eligible spouses and a significant number of bereaved family members claiming benefits after the death of a worker. This new policy extends to those making changes to their direct deposit accounts and was initially announced last month, only to face backlash from disability advocates and other stakeholders a week later.
According to SSA officials, these new measures are intended to enhance the security of Social Security records and benefits against fraudulent activities. The agency plans to implement stronger identity verification procedures. In a statement to NPR, a spokesperson for the SSA emphasized that the telephone remains a viable option for the public, despite the new policy changes. Notably, applications for Medicare, disability, and supplemental income are currently exempt from these changes.
Beginning April 14, the SSA will conduct anti-fraud checks on all claims filed over the telephone and may flag claims that exhibit fraud risk indicators. It is estimated that around 4.5 million telephone claims are made annually, with approximately 70,000 potentially flagged for further scrutiny.
Advocates for seniors and individuals with disabilities have raised concerns that these new policies create significant barriers to accessing essential services. Kathleen Romig, the CBPP's director of Social Security and disability policy, expressed to NPR that the added in-person verification requirements will impose undue burdens on those qualifying for benefits, particularly in rural areas. Currently, scheduling an in-person appointment can be a lengthy ordeal, requiring a phone call to the SSA's 800 number, where wait times can exceed two and a half hours.
Romig further highlighted that once an appointment is secured, individuals often wait over 28 days for the next available slot. For many seniors and disabled individuals, attending an in-person appointment may not even be feasible. She noted that not everyone drives or is physically able to leave their homes, particularly those who are homebound or hospitalized. This situation underscores the challenges faced by the vulnerable populations the SSA is supposed to serve.
Romig pointed out that the new policy disproportionately affects bereaved individuals applying for Social Security survivor benefits. This type of benefit acts as a form of life insurance for widows, widowers, or surviving children of deceased workers. Without the option to apply online, these individuals are required to visit an SSA office in person to initiate their claims.
Even for those who can navigate the online application process, the CBPP report indicates that significant hurdles remain. Many seniors and individuals with disabilities lack access to reliable internet service, computers, or smartphones, or may not possess the technical skills needed to traverse a complex online verification process. While the SSA is pushing for online transactions, changes implemented by the Department of Government Efficiency (DOGE) regarding online identity authentication are leading to system outages and access issues.
The transition to an online and in-person application process for Social Security benefits poses considerable challenges for many Americans, especially for seniors and disabled individuals who rely on these crucial services. The implications of this policy change are far-reaching, and advocates continue to voice their concerns regarding accessibility and the potential barriers it creates for those in need.
