Stricter phone-based procedures for senior citizens in Social Security's ongoing crackdown on fraudulent activities
The Social Security Administration (SSA) has introduced a new online identity authentication requirement for senior citizens and people with disabilities who wish to conduct certain transactions over the phone, such as changing addresses or checking claim status [1][2]. This change, part of the SSA's efforts to curb fraud, necessitates callers to utilise an online Social Security account to generate a one-time Security Authentication PIN (SAP) that they provide during the phone call to verify their identity and proceed.
The new requirement could pose access difficulties for some seniors and disabled individuals who lack technological skills, internet access, or face mobility and transportation issues. Consequently, many may be compelled to visit SSA field offices in person for identity proofing [1]. Initially, the SSA planned to implement this requirement starting around mid-August 2025, but it has since indicated some modifications and made identity checks optional in certain cases to address concerns from advocacy groups [4].
Under the new policy, beneficiaries must first prove their identity online (using third-party vendors like ID.me or government Login.gov) to get a secure code, which they then provide over the phone for transactions involving address updates or claim status inquiries [1][2]. This shift towards digital identity verification for phone services with the SSA could significantly impact vulnerable populations who require extra support.
The expansion of this online authentication requirement will affect more than just address changes and claim status requests. The SSA plans to extend the policy to include benefit verification letters and tax statements, potentially sending an additional 1.9 million people to field offices annually [3]. This policy aligns with Bisignano's push to have more beneficiaries use the agency's online services.
However, for many older Americans, especially those in rural areas, the new policy could mean waiting on hold for hours and taking time off work to complete simple transactions they have long been able to do over the phone. The new anti-fraud policies are expected to increase field visits by 17% [3].
Despite the SSA's efforts to combat fraud, there is no evidence that requesting address changes and other routine tasks over the phone leads to fraud, according to Kathleen Romig [5]. The agency has been reducing staff amid a major reorganization, which could exacerbate wait times at field offices.
Beneficiaries will spend an estimated 3 million hours driving to offices to complete their transactions [3]. Prior efforts by the agency sparked widespread confusion among beneficiaries, and the new requirement is expected to be implemented by August 18 [2]. The agency did not return a request for comment on the regulatory filing.
Many senior citizens and people with disabilities might not be able to complete the verification process through their mySocialSecurity accounts. As a result, the agency expects 3.4 million people will need to go to field offices annually to complete the tasks [3]. The retained policy bars beneficiaries from changing direct deposit information by telephone.
Kathleen Romig, who worked for the agency during the Biden administration, stated that there's no evidence this is a problem [5]. The new requirement is the agency's latest controversial attempt to combat fraud, spurred by the Trump administration. All tasks that require added verification can be done through mySocialSecurity.
In conclusion, the Social Security Administration's new online identity verification requirement represents a significant shift towards digital services, especially affecting vulnerable populations who require extra support. The changes aim to reduce fraud but may create challenges for some seniors and disabled individuals.
Sources: 1. The Hill 2. NPR 3. AARP 4. CNN 5. The Washington Post
- The Social Security Administration's efforts to reduce fraud by implementing an online identity authentication requirement may pose access difficulties for some senior citizens and people with disabilities due to technology skills, internet access, mobility, or transportation issues.
- Consequently, many seniors and disabled individuals may be compelled to visit SSA field offices in person for identity proofing, which could significantly increase field visits, potentially increasing by 17%.
- Under the new policy, beneficiaries must first prove their identity online and receive a secure code to provide during phone transactions for tasks such as address updates or claim status inquiries.
- This shift towards digital identity verification for phone services with the SSA will also affect benefit verification letters and tax statements, potentially sending an additional 1.9 million people to field offices annually.
- Despite the SSA's efforts to combat fraud, there is no evidence that requesting address changes and other routine tasks over the phone leads to fraud.
- Many older Americans, especially those in rural areas, may have to wait on hold for hours and take time off work to complete simple transactions that they have long been able to do over the phone.
- Beneficiaries will spend an estimated 3 million hours driving to offices to complete their transactions, and prior efforts by the agency sparked widespread confusion among beneficiaries.
- The new requirement is the SSA's latest controversial attempt to combat fraud, spurred by the Trump administration, and there's no evidence that this is a problem, according to Kathleen Romig who worked for the agency during the Biden administration.
