The Social Security Administration has proposed changes—again—with respect to its phone service options. If the changes are approved, the agency will require beneficiaries to go online to prove their identity before they can complete certain transactions over the phone. As part of the proposed changes, callers will have to go online to get a one-time code before they can generate a benefit verification letter, obtain a tax statement or replacement Form 1099, change their address, or request a claims status.
According to paperwork filed with the Office of Management and Budget (OMB), the agency claims that fraud risk associated with phone services warrants the change. SSA wants to implement the new procedures beginning August 18. To make that happen, the agency is requesting approval from the OMB by August 15.
Same Challenges As Before
The SSA has been pushing beneficiaries towards more online services, noting, “As with the current direct deposit SAP [Security Authentication PIN (SAP)] request, respondents also have the option to complete these services through their my Social Security accounts, or they may visit a field office.”
The my Social Security accounts are online accounts. Creating an account requires beneficiaries verify their identity using a service like ID.me or login.gov—the same kinds of services used by the IRS for online accounts. Setting up an account requires going through verification process that generally requires the use of a mobile phone.
The SSA estimates that the phone service changes will impact millions of users. While most beneficiaries will adapt to the new system, the agency predicts that 3,445,360 will decline to use the online service and instead visit a field office for in-person verification. More than a half million users are expected to request services and fail to verify their identity over the phone or request services in a field office who need identity proofing using SAP.
(For purposes of the estimates, the agency assumes some users will need to create an account which is why some may need to go into the field office.)
Response From Constituents
In a letter directed to Frank J. Bisignano, the newly confirmed Social Security Administration Commissioner, the AARP voiced concerns that the change will be a challenge for “the one in four older adults who report never going online.”
The organization went on to write that “Creating an online my Social Security account can be a complicated process for people who are uncomfortable with online systems or do not have reliable internet access” while “the in-person option is particularly difficult for seniors living in rural areas or with mobility challenges, as well as those who lack reliable transportation.” According to the AARP, a recent study found nearly a quarter of seniors live more than an hour’s drive round-trip from their nearest SSA field office.
(The average wait time to get an appointment in a field office is 35 days—that’s before the agency reassigned thousands of field office workers to answer phone calls.)
The phone, claims the AARP, is how many seniors access Social Security services. “Limiting phone-based services would remove the primary way they are able to get the help they need from the Social Security Administration,” the organization writes.
The AARP has asked Bisignano to reconsider the proposal.
Social Security Fraud
The driver of these changes is allegedly fraud. However, a recent report on overpayments that the Social Security Administration assessed in Fiscal Years 2020 through 2023 indicated that identity or related fraud has played a small role.
SSA attributed 51% of SSI overpayments to failure to report, meaning beneficiaries who did not timely report wages, self-employment, or other income. An additional 25% of overpayments were attributable to information beneficiaries did not report and that adversely affected their SSI eligibility/payment amount, like disability cessation, unreported excess resources and incarceration.
Less than 3% of overpayments were considered fraudulently obtained benefits or were attributable to those who did not report they had been living outside the United States for longer than six months.
Other Social Security Phone Service Changes
This isn’t the first change to phone service this year. In March, the Social Security Administration initially announced that beneficiaries couldn’t file claims or change direct deposit information over the phone.
After public outcry, the SSA walked that stance back. Calling the measures “proactive steps to enhance the security of its services by implementing stronger identity verification procedures,” the agency announced that beginning April 14, 2025, individuals applying for Social Security Disability Insurance (SSDI), Medicare, or Supplemental Security Income (SSI) who cannot use a personal my Social Security (online) account can now complete their claim entirely over the telephone. At the time, the agency noted there was no need to come into an office.
No More Paper Social Security Checks
New technology and fraud measures aren’t stopping with phone service. Earlier this year, the SSA sent out notices to people who still receive paper checks to highlight benefits of switching to electronic payments. That’s the result of an Executive Order signed by President Donald Trump in March of this year which directed the federal government to stop issuing paper checks by September 30 in favor of direct deposit, prepaid cards, or other digital payment options. That includes checks payable to Social Security beneficiaries.
(The Social Security Administration said that less than one percent of beneficiaries currently receive paper checks.)
Social Security Changes To Date
Despite the criticisms, the SSA claims that it has made “substantial progress in service delivery outcomes resulting from focused technology enhancements and process engineering.”
At his confirmation, Bisignano stressed the need to modernize the agency and bring it more in line with services in the private sector. Before moving over to the SSA, Bisignano served as the CEO of First Data and the president and CEO of Fiserv, a payments and fintech company.
“Our vision is centered on providing outstanding service that works for everyone we serve—whether they call, walk into a field office, or choose to manage their benefits online,” said Commissioner Bisignano in a press release. “We are transforming the customer experience, investing in technology to build frontline capacity, and using real-time data to monitor performance across the board. We are delivering higher levels of customer service—and this will continue.”
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