SSA Walks Back Controversial Plan to End Phone Claims
The Social Security Administration (SSA) announced this week that Americans can once again file all types of benefit claims by phone, fully reversing a previously planned restriction that sparked widespread criticism from advocates, lawmakers, and the public.
The now-abandoned policy would have required individuals applying for retirement or survivor benefits to appear in person or use the online portal — a change initially justified as a fraud prevention measure. The agency had already restricted direct deposit changes to in-person or online only.
However, the reversal means:
- All benefits — including retirement, survivors, disability, SSI, and Medicare — are now available via phone.
- Only claims flagged as suspicious will require in-person identity verification.
Why the Policy Was Criticized
The now-scrapped change was part of a broader administrative effort led by Elon Musk’s Department of Government Efficiency (DOGE), a Trump administration initiative focused on cutting costs and streamlining services. As part of that plan, SSA staff levels were being significantly reduced, even as in-person demand was expected to surge.
Critics said the policy:
- Would force up to 85,000 people per week into SSA offices.
- Overburdened an agency already averaging one-month appointment wait times.
- Risked leaving elderly, disabled, and rural Americans without reasonable access to file claims.
Advocacy groups such as the AARP and coverage from major outlets including CNN, The Washington Post, and USA Today amplified the backlash. A March 17 exposé by Popular Information helped drive public attention to the issue, sparking rapid response from the SSA.
Musk’s Fraud Claims and SSA’s Real Data
Elon Musk had publicly claimed that 10% of federal expenditures were linked to SSA fraud — a figure labeled as unsubstantiated. Internal SSA memos reviewed by The New York Times later confirmed only minimal fraud was found in telephone applications.
SSA already had layered security protocols in place, including:
- Identity verification through Social Security number, birthdate, family background, and
- Cross-checking with tax records, bank statements, and medical documentation.
SSA Adds New Tech Instead of Cutting Access
Instead of cutting access, the SSA announced it has implemented new fraud analytic tools to identify suspicious activity in phone-based claims. This system will be active by April 14, the date when the original restrictions were to take effect.
According to internal estimates:
- Only about 70,000 of 4.5 million annual phone claims are expected to be flagged for additional verification.
White House spokesperson Liz Huston praised the turnaround, stating:
“Under President Trump’s leadership, the Social Security Administration is taking bold steps to transform how they serve the public… protecting beneficiaries and securing the integrity of their programs.”
What’s Still Changing at SSA?
| Change | Status |
|---|---|
| File for benefits by phone | Restored for all claim types |
| Direct deposit changes | Still limited to online or in-person |
| Suspicious claims | Will require in-person verification |
| Fraud tools | New tech installed by April 14 |
| Staffing | Reduced under DOGE restructuring |
The agency emphasized that phone remains a viable and secure option for the public.
Key Takeaways for Social Security Applicants
- You can still file for benefits by phone, unless your file is flagged.
- Direct deposit changes must still be made online or in person.
- The SSA has added new technology to better detect fraud without limiting access.
- No press release was issued — changes were confirmed via internal memos and posts on X.
WHAT TO DO: Need to apply for Social Security benefits? You can still do it by phone — just be ready to verify your identity if needed.
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