As of April 14, 2025, the Social Security Administration (SSA) has implemented significant changes aimed at enhancing fraud prevention and improving customer service for telephone-based benefit claims.
Enhanced Fraud Detection for Telephone Claims
The SSA has introduced advanced fraud detection tools that analyze patterns and anomalies within a person’s account to identify suspicious activity in telephone claims. If irregularities are detected, the individual will be required to complete in-person identity verification to proceed with their claim. Claims not flagged for potential fraud will continue to be processed without additional in-person requirements.
Identity Verification Requirements
The SSA has updated its identity proofing requirements to enhance security:
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Individuals applying for retirement, survivors, or auxiliary (spouse or child) benefits who cannot verify their identity online will need to do so in person.
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Applicants for Social Security Disability Insurance (SSDI), Medicare, or Supplemental Security Income (SSI) are exempt from the in-person verification requirement due to multiple opportunities for identity verification during the application process.
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In extreme situations, such as terminal illness or prisoner pre-release scenarios, the SSA may waive the in-person requirement.
Changes to Direct Deposit Information Updates
To further enhance security, the SSA now requires that any changes to direct deposit information be made either online through a personal my Social Security account or in person at a local SSA office. Telephone-based updates to direct deposit information are no longer permitted.
Response and Implementation
In response to public feedback and concerns about accessibility, the SSA reversed a prior decision to limit telephone claim processing. All claim types—including retirement, survivors, spousal, disability, Medicare, and SSI—can continue to be filed via telephone.
To support these changes, the SSA has invested $16.5 million to modernize telephone services nationwide and has increased staffing to handle the anticipated demand.
For more information on the new measures and how they may affect you, visit the SSA’s official website.
