The Social Security Administration (SSA), which oversees the vital financial lifelines for over 70 million Americans, recently announced a significant change to its application process.
This change is part of a broader anti-fraud effort but will notably impact a specific group of applicants.
Why the SSA Updated Its Application Process
In recent months, the SSA faced sharp criticism from seniors and advocacy groups over its handling of retirement claims.
The backlash stemmed from the backlog of more than 575,000 retirement applications, including over 140,000 applications pending for more than 60 days.
Downsizing moves—specifically 7,000 job cuts by the Department of Government Efficiency—exacerbated the problem, stretching an already overburdened workforce.
Initially, the SSA’s anti-fraud policy aimed to prevent fraud by prohibiting applications over the phone unless identity was verified through a “my Social Security” account or a field office visit.
This raised concerns for applicants without internet access or living in rural areas.
New SSA Policy: What Has Changed?
Internal reports show that fraudulent activity among claims was extremely low—with only 2 cases flagged as high-risk out of over 110,000 applications, or less than 1%. Yet, the policy caused major disruptions:
- 25% increase in application delays
- Sharp rise in customer service complaints
- Overloaded field offices and phone lines
Responding to public outcry, the SSA reversed its decision. Now, retirement benefit applications will no longer be delayed three days for fraud checks.
However, phone filers will still face some additional scrutiny.
Who Will Be Affected by This Change?
The latest update to the SSA’s policy specifically affects people who apply over the phone for:
- Retirement Benefits
- Survivor Benefits
- Family Benefits
Those applications will undergo identity fraud reviews, and if irregularities are found, claimants must visit a field office in person for verification.
This poses a challenge to:
- Low-income seniors
- Residents of rural areas
- Applicants with limited internet access or technical skills
The SSA acknowledged these challenges and delayed the policy rollout by two weeks to better prepare their support systems.
Key SSA Application Process Details
| Aspect | Old Policy | New Policy (2025 Update) |
|---|---|---|
| Phone Application Allowed | Yes, without delay | Yes, but may trigger fraud review |
| Online Application | Preferred, no change | Still preferred for faster processing |
| In-Person Verification | Rarely required | Required if flagged during fraud review |
| Identity Fraud Review for Phone | None initially | Introduced for retirement, survivor, family claims |
| Delay in Application Due to Review | None | 3-day delay removed, but review still applies |
Expert Criticism and Public Response
According to Kathleen Romig, director at the Center on Budget and Policy Priorities:
“It created a problem in customer service where one didn’t exist, and it didn’t do anything to prevent fraud.”
The failed rollout highlights a disconnect between policy intention and real-world usability, especially for seniors and people with disabilities. The SSA’s move to revise its approach was seen as necessary damage control.
SSA’s Future Steps and Advice for Applicants
Despite the reversal, the SSA continues to use advanced data analytics and fraud detection systems. If your application data raises a red flag, you might be required to prove your identity in person.
For smoother processing:
- Use your my Social Security account
- Ensure accurate, consistent personal data
- Avoid submitting claims via phone if possible
The SSA’s recent application policy update reflects a shift toward tighter fraud detection but places a burden on phone filers, particularly vulnerable groups.
While the rollback of some changes is welcome, seniors and applicants are urged to stay informed and use online tools when possible for faster, uninterrupted processing.
FAQs
Who is affected by the SSA’s new application change?
Only individuals filing for retirement, survivors, or family benefits by phone are affected by the new identity fraud reviews.
What happens if my phone claim is flagged?
You’ll need to visit a field office in person to verify your identity before your claim can be processed.
Does the new policy affect online or in-person applications?
No. Online and in-person applications will not face the same identity review delays.