Millions of Social Security beneficiaries are facing a major change after the Social Security Administration cut a routine service. For decades, the Social Security Administration (SSA) allowed beneficiaries to update an address, check a claim, or request tax documents via a call. Starting August 18, 2025, these routine services will be moving off the phone, and retirees will now choose between going online or visiting SSA field offices in person.
What’s Changing
Following the new changes, beneficiaries will not be allowed to call to access the following services:
- Updating a home address.
- Checking claim status.
- Inquiring about tax documents.
- Requesting benefit verification letters.
Those who relied on calls will not have to go online and complete a multi-factor identity verification process to receive a one-time PIN code. After their identity has been digitally verified, they will then be allowed to proceed over the phone.
Retirees who aren’t tech-savvy will have a hard time because the SSA is insisting on using “My Social Security” account, which requires online verification through login.gov or ID.me. These retirees will therefore have only one option left- planning an in-person visit to a field office.
Millions of Seniors Will Be Affected by SSA Rule Change
This change will impact millions. According to the SSA, it is estimated that the new rule will add 5.3 million extra in-person visits annually, which is a 17% increase over last year.
In 2024, SSA field offices received 32 million visitors, and seniors who are unable or who don’t want to use the online system will have to join the group. It is expected that more than 3.4 million beneficiaries will be expected to decline the online option. Over 500,000 are expected to fail to complete the identity verification and thus will be unable to finish tasks by phone.
Why Is Social Security Cutting Phone Access?
The SSA says that it’s cutting phone access to prevent fraud. According to SSA officials, identity verification over the phone is too risky without added safeguards. The agency believes that requiring a digital code before continuing phone calls will better protect beneficiaries from identity theft.
However, a recent report has revealed that fraud is responsible for only 3% of SSA problems. 51% of overpayments resulted from failure by beneficiaries to report changes in their wages or income. 25% of overpayments were attributed to unreported information, such as changes in disability status and incarceration.
These findings raise questions about whether restricting phone calls will solve major challenges being experienced at the SSA.
New Social Security Rules Create Barriers for Seniors
There are concerns that the new changes at the SSA will be challenging for most seniors. According to groups like the American Association of Retired Persons (AARP), millions of retirees will struggle to adapt to the new challenges because:
- One in four seniors never goes online.
- Approximately 25% of older adults must travel more than an hour round-trip to access their closest SSA office.
- Securing an appointment at a Social Security office currently means a 35-day wait.
These individuals will have to endure long distances and longer waits.
SSA Defends the Phone Service Changes
The SSA officials say that the change is part of a modernization plan meant to improve services, not to disrupt them. He also explained that the agency is transforming customer service by adopting private-sector practices, and hence the need for secure digital verification.
What Social Security Beneficiaries Should Do Now
To prepare for these changes, you should:
- Create a “My Social Security” account. You will need the online portal to manage your benefits, change addresses, and request documents.
- Learn how to comfortably use online digital verification services such as login.gov and ID.me. You will need these tools to confirm your identity online.
- Plan to book appointments for field office visits if you are unable to use the online processes. Also, brace yourself for longer wait times and long trips.
- Stay alert for scams as fraudsters may try to take advantage of the new digital steps.
Accessing routine services via the phone is coming to an end. Soon, millions of retirees will have to choose between moving online and visiting field offices.