Social Security To End Telephone Verification: Will You Have to Go In Person?

Starting on March 31, the Social Security Administration will change how it processes requests.

According to a March 18 announcement, the agency will no longer allow individuals to file for benefits or change their banking information over the telephone. Instead, they must do so either through the SSA’s web portal (called “my Social Security”) or by visiting a Social Security office in person.

Individuals will still be able to make an appointment for in-person services over the phone. Additionally, families with children who qualify for Social Security benefits must file for benefits or make banking changes in person, since legal minors cannot register for a my Social Security account.

This change will take effect as of March 31, giving the agency and all Social Security recipients two weeks from the day of the announcement to prepare and make adjustments.

The Trump Administration also reportedly intends to lay off somewhere between 10% and 50% of the SSA’s total workforce. The SSA has confirmed that it intends to lay off some staff, but has denied reports of 50% layoffs. At time of writing the administration had not followed through with closures or layoffs.

Consider matching with a financial advisor if you’re interested in professional guidance navigating legislation changes and news that may impact your finances.

Expect Complications and Delays, and Plan Accordingly

In the short term, this will likely slow the process of filing or updating Social Security benefits.

This is particularly true for elderly households with little access to the internet, or little ease with online services. These households will now have no alternative to a personal appointment. If you do have some online access, you can find your nearest field office at the SSA’s website. You can also call the agency’s main phone number at 1-800-772-1213, or you can reach out to your local Post Office to get contact information and locations for the nearest Social Security field office.

In all cases, finding an in-person meeting may be a time-consuming endeavor. As the Office of the Inspector General found in a recent study, individuals calling to make an appointment with Social Security typically spend more than two hours on hold. It typically takes more than a month to get in to see an agent and, once in the office, wait times generally exceed an hour.

These delays are likely to increase given the planned cutbacks, as the Social Security Administration will need to handle more visitors across fewer offices, with less staff and administrative support.

In addition to the experience of making and following through with an appointment, getting to a Social Security office can involve significant travel time. Households that live in or around a major city will likely be relatively close to a Social Security field office. However, rural households may need to travel several hours to reach the nearest agents. This concern will be magnified for retiree households with health issues that make it difficult for them to travel. Anyone with medical or mobility concerns might want to consider using a temporary power of attorney, which can allow a loved one or trusted professional to conduct business on their behalf if they cannot physically reach a Social Security Office.

Consider speaking with a financial advisor if you have questions about filing for your Social Security benefits.

Online Services Will Likely Continue With Minor Differences

Retirees comfortable with using the internet can rely on the my Social Security web portal to file for benefits or change their banking information. This requires you to have an email address, and you must be over the age of 18. In order to use this web portal, an individual must verify their identity either through the government’s secure system Login.gov or the third-party contractor ID.me. Both provide identity verification for numerous federal databases, theoretically allowing individuals to access services like the IRS or Medicare through a single login.

Historically, Social Security’s web portal and telephone service required the same set of verifying information, such as biographical data, ID records like a driver’s license or passport, and Social Security numbers. In 2017, the SSA improved its online security with what is called “two-factor authentication.” This requires the user to enter their password and also a security code sent to either their phone or email account. Two-factor authentication is standard practice for most financial and banking institutions.

In recent years both ID.me and Login.gov have also begun integrating facial recognition technology into their verification process, most notably with the IRS’ e-file system. Users must submit a facial scan when they create an account, and again each time they log in. At time of writing ID.me requires facial recognition, and Login.gov has begun integrating it into some of its services.

This will create additional hurdles for seniors looking to access their Social Security benefits, as they must have webcams, understand how to use those devices, and be comfortable with the associated privacy concerns. While Login.gov’s facial recognition technology is still being introduced, ID.me’s has also been associated with misidentification errors. Historically, agencies like the IRS have handled facial recognition errors by allowing individuals to confirm their identity over the phone, an option that will no longer be available for Social Security recipients.

Finally, whether going to an office in person or using the my Social Security portal, individuals should prepare for near-term disruptions. About 40 percent of Social Security claims are filed by telephone. Those claims will now all be funneled to offices and web servers which have had less than 10 business days to adjust to the new demands. This kind of traffic surge tends to produce disruptions, slowdowns and outrages across both digital and in-person systems.

If you have questions about your personal situation, consider matching with a fiduciary financial advisor.

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The Bottom Line

Starting on March 31, Social Security recipients will not be able to file new claims or change their banking information by telephone. They will need to make these changes either in person or through the SSA’s web portal. It is likely that this change will cause near-term disruptions to how people access services.

Tips on Saving Your Social Security

In a time of insecurity, it’s often wise to boost your savings. If you rely on Social Security for much, or even some, of your income, here are some tips on how you can make that money last as long as possible.
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Keep an emergency fund on hand in case you run into unexpected expenses. An emergency fund should be liquid — in an account that isn’t at risk of significant fluctuation like the stock market. The tradeoff is that the value of liquid cash can be eroded by inflation. But a high-interest account allows you to earn compound interest. Compare savings accounts from these banks.
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