Social Security Reverses Course on Phone Service Restrictions

The agency will now allow most claims to be processed by phone, with in-person verification required only for flagged cases under new anti-fraud measures.

The Social Security Administration (SSA) has abandoned a proposed policy to eliminate most phone-based claims after significant public and political backlash.
Under the revised policy, telephone claims will remain available, and only those flagged for potential fraud will require in-person identity verification.
The initial proposal, part of an anti-fraud initiative, would have disproportionately impacted vulnerable populations, including seniors, disabled individuals, and rural residents with limited access to transportation or online services.
Advocacy groups and lawmakers, including Senator Elizabeth Warren, mobilized to oppose the changes and highlighted ongoing operational challenges at the SSA, such as staffing cuts and long wait times.
New anti-fraud technology will be implemented starting April 14, but concerns remain about service quality and the broader impact of cost-cutting measures led by the Department of Government Efficiency.

Cleveland Plain Dealer