Starting April 14, 2025, millions of Americans could face significant hurdles when trying to access their Social Security benefits. The Social Security Administration (SSA) will stop allowing over-the-phone identity verification for certain services, including new benefit applications and direct deposit updates.
Instead, people will need to verify their identity online or in person at a local Social Security office. While these changes are intended to help fight fraudulent claims, they could create challenges for those who face barriers like limited internet access, mobility issues, or long travel distances.
Who Will Be Affected by the Changes?
The new identity verification rules apply primarily to new benefit applicants and those wanting to update their direct deposit information. However, Social Security Disability Insurance (SSDI), Medicare, and Supplemental Security Income (SSI) recipients are exempt from these changes. This means people already receiving benefits from these programs won’t be affected.
For many older Americans, especially those without internet access or the ability to visit field offices, the new rules could make it harder to access their benefits. This could lead to delays and frustration, particularly for those who rely on their Social Security benefits for daily living expenses.
The Impact on Seniors and People with Disabilities
A new report from the Center on Budget and Policy Priorities (CBPP), published by Newsweek, suggests that seniors and people with disabilities will bear the brunt of these changes.
The report estimates that 6 million older Americans will need to travel at least 45 miles to reach a Social Security office if they cannot verify their identity online.
This is a significant burden for nearly 8 million seniors who report having a disability or medical condition that limits their ability to travel. Additionally, over 6 million seniors no longer drive, further limiting their access to Social Security offices.
In many states, especially those with fewer Social Security offices, this new policy could create a disproportionate burden on seniors. In Wyoming, 65% of seniors live more than 45 miles away from a Social Security office.
Similarly, Alaska and North Dakota have high numbers of seniors who will need to travel long distances to access in-person services. For example, in North Dakota, about 13,000 seniors would need to travel over 180 miles round-trip just to verify their identity in person.
Phone Services Reduced, Online Barriers Remain
Historically, over 40% of retirees apply for benefits over the phone, including many surviving family members who apply for survivor benefits. However, there is no online option for applying for survivor benefits, and children cannot create online Social Security accounts.
This means that families will have no choice but to visit a local Social Security office in person, which could be an inconvenience, particularly for those who face mobility challenges or live in remote areas.
Despite the concerns, the SSA responded to the CBPP report, claiming that it is not limiting phone services. The SSA said, “We have over 40,000 people working the front lines and will continue to ensure benefits are available to all Americans.”
They also emphasized that they have reopened offices five days a week and are improving phone services to maintain service quality. However, experts and advocacy groups argue that older Americans and those with disabilities will still struggle with the new online verification system.
The Call for More Accessible Options
The CBPP and many other organizations have called on the SSA to maintain multiple channels for verification, such as phone services and in-person options, to ensure that seniors and people with disabilities aren’t left behind by the new rules.
Experts emphasize that telephone services are essential for those who find it difficult to access online portals or face barriers to traveling to a field office.
For many vulnerable Americans, being forced to rely solely on online verification or travel long distances to an office could create serious obstacles to accessing their Social Security benefits.
Advocacy groups have stressed the need for the SSA to reconsider or expand accommodations to ensure that these individuals can still get the help they need.