The Social Security Administration reaffirmed its plan to reverse previously announced phone service cuts, telling Americans who benefit from the services that an “anti-fraud check” would be implemented instead.

“Beginning on April 14, #SocialSecurity will perform an anti-fraud check on all claims filed over the telephone and flag claims that have fraud risk indicators,” the SSA wrote in an X post on Tuesday, April 8. Keep reading to learn more about why the Social Security Administration will now allow ID verification over the phone while still flagging for fraud.   

A look at the original Social Security ID check policy

Americans who receive Social Security benefits have likely been overwhelmed by the seemingly never-ending changes taking place within the agency. In fact, plenty of new policies will be going into effect this month, like a benefits boost to retired public workers and the withholding of benefits due to overpayments. Cuts to phone services in an effort to push recipients to handle things solely online or in-person, however, have been reversed in the latest adjustment to benefit services. 

The Social Security Administration (SSA) announced in March that it would no longer allow people to verify their identity over the phone. Instead, recipients would have to use the “my Social Security” online service or visit one of the 10 regional offices and 1,230 field offices located around the country.

The reason behind the new policy? The administration was looking to minimize fraudulent claims. While offering an online option seems to contradict this, the website reportedly utilizes “internet ID proofing” to ensure people are who they claim to be.

The policy was supposed to come into effect March 31, but the implementation was eventually postponed to April 14. Now, just days before the deadline, the SSA seems to be more willing to work with those who prefer a phone call.

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Why did the Social Security Administration reverse the phone policy?

After news of the impending policy change became mainstream, advocates argued that the identity checks could pose challenges for seniors without Internet access or those living in rural areas. With almost 69 million people relying on Social Security benefits, the sudden changes likely would have had a huge impact.

But the SSA has abruptly reversed the policy, allowing for phone calls as an option once again. “This includes Retirement, Survivors, and Auxiliary (Spouse or Child) benefits that SSA previously announced would require in-person identity proofing, in addition to Social Security Disability Insurance, Medicare, and SSI,” the agency said, reports Newsweek.

The sudden switch to ditch the limited verification methods appears to be due in part to improved technological efficiency. In other words, beneficiaries will be able to conduct their business over the phone in a way that still allows the agency to confirm their identity.

Public concern also played a huge role in the decision. “We have listened to our customers, Congress, advocates, and others, and we are updating our policy to provide better customer service to the country’s most vulnerable populations,” acting Social Security Commissioner Lee Dudek said, according to The Hill.

What does this mean for Social Security beneficiaries?

While phone calls to the SSA will continue to be available to Americans, the agency has made it clear that there are still plans to verify identities.

The SSA also announced that ID checks will be done for all in-person claims, and recipients will be required to prove their identity.

What flagging means: If the SSA can’t verify the person trying to make a claim over the phone, the recipient will have to go to a Social Security office to do so in person. But if no flag is detected, the person can proceed online without an in-person check to get their claim processed, reports The Hill.

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How to contact Social Security over the phone

Anyone who needs to reach the agency via the phone can call their local Social Security office or the national, toll-free 1-800-772-1213 number. Agents are available to help you out between 8:00 a.m. – 7:00 p.m. local time, Monday through Friday.

A helpful hint: “Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month,” the SSA writes on its website.

Automated telephone services are available 24 hours a day, however, and can help with several issues. Here are available options:

• Ask for a benefit verification letter
• Request form SSA-1099 (Social Security Benefit Statement)
• Ask for a replacement Medicare Card
• Request a claim status
• Get the address of your local Social Security office
• Request an “Application for a Social Security Card”