Americans won’t be able to apply for Social Security retirement or survivor benefits by phone anymore, a change that’s drawing criticism from advocates and policy experts.
The Social Security Administration (SSA) now expects most people to apply either online or by visiting a local office in person. While the agency says the shift is meant to help prevent fraud and strengthen identity checks, critics warn it could make it much harder for seniors and people with disabilities to access the benefits they’re entitled to.
Long Distances and Limited Access
A new report from the Centre on Budget and Policy Priorities (CBPP) warns that the policy could force around 6 million seniors to travel as far as 45 miles to get help. Many of them don’t drive, are stuck at home, or live in rural areas with limited transportation options.
“Will close off an important mode of service for millions of people,” CBPP researchers noted. Currently, more than 40% of retirees and most spouses rely on the phone to apply for benefits, as do a majority of bereaved family members seeking survivor benefits.
Online Isn’t Always an Option
While some applications can be done online, the CBPP says many older adults and people with disabilities struggle with internet access, don’t have smartphones, or find the online system too complicated to use. It’s even tougher for survivors like widows or children of deceased workers, they can’t apply online at all and are forced to go in person.
Advocates say moving more services online is making it harder, not easier, for the people who need them most.
SSA’s Rationale: Fraud Prevention
The SSA says the changes are meant to fight fraud. In a statement to NPR, the agency said the new rules will help verify people’s identities more securely. As of April 14, every phone application will go through a fraud check, and out of the 4.5 million calls a year, about 70,000 are expected to be flagged.
They noted that although phone applications are being restricted for retirement and survivor benefits, people can still use the phone for other services like Medicare, disability benefits, and Supplemental Security Income (SSI).
Advocates Push Back
Still, disability and senior advocacy groups are pushing back hard, some have even taken legal action against the policy. Kathleen Romig, director of Social Security and disability policy at CBPP, said the new requirements are “really burdensome” for many of the people SSA is supposed to help.
“There’s no way to schedule an appointment online,” Romig said, noting that people must call SSA’s national 800 number to get service. “So you have to call the agency’s 800 number. Right now, the wait for a call back from Social Security is two and a half hours. And that’s if you get through to an agent at all. Most people don’t.”
System Strain and Staffing Cuts
Making things worse, the SSA is already short-staffed, and budget cuts in recent years have led to longer wait times and growing backlogs. Romig warned that pushing more people into in-person visits could stretch the system even further. On top of that, recent changes to the government’s online ID system have caused glitches and outages, stopping some users from finishing their applications.
A Step Backward?
The CBPP and other advocates say that while stopping fraud matters, policies like this are doing more harm than good by making it harder for people to get the help they need.
Romig explained that this new policy hits bereaved individuals especially hard since they can’t apply for Social Security survivor benefits online and must do so in person.
Right now, millions of retirees, survivors, and their families face a tougher road ahead, with fewer ways to access the benefits they depend on.