Social Security expands phone claims amid fraud crackdown and backlash

[UNITED STATES] The Social Security Administration is set to implement new anti-fraud protections on Monday. Ahead of the new policy, an agency spokesman stated on Wednesday that all claim types, including retirement, survivor and spousal, and children's benefits, can still be submitted over the phone. Previously, the SSA stated that those candidates would have to visit an agency office in person for identity verification.

The shift to telephone-based claims processing follows growing pressure from advocacy groups and lawmakers, who have criticized the SSA for creating unnecessary barriers to access. In recent months, Congress has held multiple hearings on the agency’s customer service challenges, with bipartisan calls for modernization while balancing fraud prevention. The SSA’s latest adjustment appears to address some of those concerns, though critics argue more systemic reforms are needed.

Individuals filing other benefit claims, such as Social Security disability insurance, Medicare, and Supplemental Security Income, can also finish their claims entirely over the phone, in accordance with past agency advice, according to the spokeswoman. The spokesman stated that changes to direct deposit information will still need to be made online or in person.

The persistence of in-person requirements for certain transactions highlights the SSA’s ongoing struggle to balance security with accessibility. Cybersecurity experts note that direct deposit changes are a frequent target of fraud, which may explain the agency’s caution. However, this leaves millions of beneficiaries—particularly those in rural areas or with limited internet access—at a disadvantage, reinforcing calls for more robust remote verification tools.

The agency's increased anti-fraud initiatives come as new leadership in the Trump administration's so-called Department of Government Efficiency works to reduce waste, fraud, and abuse across all federal government departments.

The Social Security Administration is introducing new anti-fraud processes, including stronger identification verification, as the government experiences website outages and high wait times on its 800 number, potentially driving more individuals to visit offices for assistance.

Recent data from the SSA’s Office of the Inspector General reveals that fraud attempts targeting Social Security benefits have risen by nearly 30% since 2020, driven in part by sophisticated phishing schemes and identity theft. While the agency’s crackdown is justified, advocates warn that overly restrictive measures could inadvertently harm legitimate claimants, especially those without the documentation or technological literacy to navigate heightened verification hurdles.

Social Security experts and campaigners are concerned that the new laws will make it more difficult for vulnerable populations, such as seniors and persons with disabilities, to access benefits. However, Bill Sweeney, senior vice president of government affairs at AARP, views the Social Security Administration's upgrade as a positive move. He did add that it would be preferable if the policies and schedule were revised for greater results.

"This seems like a pretty good and encouraging signal that they're listening to folks, that they're that they're open to pivoting and reconsidering how to roll these things out and looking at new ideas for how to implement it," Sweeney told the crowd.

Behind the scenes, SSA staff have reportedly been scrambling to adapt to the new protocols, with some field offices receiving last-minute training on fraud detection and phone-based processing. Union representatives for federal employees have expressed concerns about understaffing and inadequate resources to handle the transition smoothly, raising the risk of further delays and errors in claims processing.

According to the Social Security Administration, as it begins to conduct anti-fraud checks over the phone, some claims will be marked for fraud risk. Claimants who are flagged will be compelled to visit a Social Security Administration office in person to have their claims handled. The organization predicts that approximately 70,000 claimants may be highlighted out of 4.5 million telephone claims each year. Benefit claimants who have not been flagged will be allowed to finish their claims entirely over the phone.