Social Security to End Applying for Benefits by Phone

The Social Security Administration (SSA) recently announced it will no longer allow beneficiaries and those applying for Social Security to confirm their identity over the phone and, instead, will require that they do so online or in person at a local office to complete the application process.

AARP has called on the SSA to reconsider this requirement, saying it could further complicate customer service and create an additional burden on older adults.

“Forcing people to visit offices in person for services that they have sought by phone will result in more headaches and longer wait times to resolve routine customer service needs,” said Nancy LeaMond, AARP’s chief advocacy and engagement officer.

The SSA’s announcement came as a surprise and also appears to be on an impractical fast-track, with the agency announcing the change will become permanent in two weeks.

“The Social Security Administration’s abrupt decision to require in-person
identity verification will create unnecessary hurdles for older Americans, especially those in rural states like South Dakota,” said Erik Gaikowski, AARP South Dakota State Director. “We know that many older adults in South Dakota travel long distances to reach the nearest office. This policy adds new barriers for older adults, especially those with mobility challenges or limited transportation options.”

Older Americans have paid into and have earned their Social Security after a lifetime of hard work, Gaikowski added, so they deserve to get their money’s worth with the highest level of service available.

AARP is concerned that these new measures will not make Social Security more efficient but, instead, will create unnecessary extra red tape and confusion for many older Americans and those with disabilities who rely on Social Security.


That is why AARP South Dakota, and their colleagues across the nation, are calling on the SSA to be transparent about its service changes and seek input from the older Americans who will be affected. Any delays in Social Security caused by this change can mean real economic hardship.

"We urge the agency to reverse this decision, or for Congress to step in and stand up for older Americans everywhere," LeaMond said.

You can learn more here about AARP's work to protect and save Social Security.

Watch the video message below from AARP's Chief Advocacy Director Nancy LeaMond.