Starting April 14, millions of Americans may face new barriers to accessing their Social Security benefits due to changes in identity verification rules. The Social Security Administration (SSA) is set to discontinue over-the-phone identity verification for certain services, forcing individuals to either verify their identity online or appear in person at a local field office.
This shift, aimed at curbing fraudulent benefit claims, applies to new benefit applicants and those updating direct deposit information—but it excludes recipients of Social Security Disability Insurance (SSDI), Medicare, or Supplemental Security Income (SSI). However, for many older adults who lack internet access or face mobility challenges, this change could mean losing access to their hard-earned benefits.
Long Distances and Limited Access Could Disproportionately Affect Seniors
According to a new report from the Center on Budget and Policy Priorities (CBPP) y NewsWeek published, the impact of this policy change could be widespread and severe. An estimated six million older Americans will need to travel at least 45 miles to reach a Social Security field office if they are unable to verify their identity online. This poses a significant hardship for the nearly 8 million seniors who report a disability or medical condition that limits travel, and the more than 6 million seniors who no longer drive.
In 35 states, at least 10% of beneficiaries will need to make this round trip—a distance that is twice the average daily travel for seniors, which the report places at 23.3 miles. The burden is especially high in Wyoming, where 65% of seniors live over 45 miles from a Social Security office, and in Alaska, where 45.9% face similarly long distances. In North Dakota, about 13,000 seniors would need to travel more than 180 miles round-trip for in-person verification.
While more densely populated states like California and New York are less affected—with only 3% of seniors needing to travel long distances—states with fewer field offices are facing a potential crisis. CBPP warns that the new verification process may make it “harder or even impossible for people to access their earned benefits.”
Phone Services Reduced, Online Barriers Remain
Historically, more than 40% of retirees apply for their benefits by phone, including most surviving family members who qualify for survivor benefits. Yet, there is currently no online option for survivor claims, and children cannot create online Social Security accounts, meaning many families will have no alternative but to visit a local office.
In a statement to Newsweek, the SSA pushed back on the report’s findings, saying:
“SSA is NOT limiting phone services for Americans. We have over 40,000 people working the front lines and will continue to ensure benefits are available to all Americans.”
The agency also noted that it has brought employees back into offices five days a week and has invested in improving phone services to maintain service quality. Still, experts and advocacy groups remain concerned that the move could disproportionately affect those who are already vulnerable.
The CBPP emphasizes the importance of maintaining multiple channels for verification:
“Telephone services are critical for seniors and people with disabilities, who may struggle to access online portals and may face barriers to traveling to field offices—even if one exists in their area.”
As the SSA moves forward with its new policy, many are calling for a reconsideration or expansion of accommodations to ensure that seniors and people with disabilities are not left behind.
