Social Security Administration Backs Away From Proposed Changes

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Social Security Administration (SSA) has confirmed to AARP that beginning April 14, they will allow all claim types to be completed over the telephone as they previously had been. This includes Retirement, Survivors, and Auxiliary (Spouse or Child) benefits that SSA previously announced would require in-person identity proofing, in addition to Social Security Disability Insurance, Medicare, and SSI.

AARP had strongly opposed this decision from the start, arguing that it unduly burdens older adults, especially those in rural areas. Over the last two weeks, over one million emails, texts, and letters were sent to congress from concerned constituents.

"This is great news for older Americans,” said AARP Executive Vice President Nancy LeaMond. “We appreciate SSA listening to AARP and millions of Americans about the impact on their lives and providing better access to customer service for Social Security benefits. SSA's guarantee of phone access for claims is a win for older Americans, and we look forward to further improvements in their customer service."

Prior to last night’s SSA Announcement, people applying for retirement, survivor or family benefits were going to be required to use an online My Social Security account or make an appointment at a local SSA office to show proof of identity, a necessary step in filing for benefits or reporting a change in bank direct deposit information to receive payments.

AARP has long advocated for better service delivery from the SSA. As of April 8, the latest data from the office suggests those calling the SSA helpline this week waited on hold for an average of three and a half hours. That is much higher than the average of one hour during November of 2024 and one hour and 39 minutes just last month. For most of last year, SSA maintained a phone busy rate of 0 percent. But that has since changed, skyrocketing in March to nearly 1 out of every 3 callers getting a pre-recorded message that the lines are too busy and are then hung up on by SSA. For those lucky enough to get their call answered, they often wait up to two and a half hours or more for a call back.

The plan to force most ID verifications to the SSA website was torpedoed by a lack of reliability from the site. According to reports, SSA’s online portal has suffered 5 outages in March alone, including a full outage on March 31.

“What was once a persistent concern has now become a crisis – our members are deeply concerned by the rapid deterioration in Social Security customer service,” said AARP Wyoming State Director Sam Shumway.

“Few issues matter more to older Americans than Social Security. We consistently hear how vital Social Security is to older Americans – and how much they depend on services provided by the Social Security Administration, whether it be over the phone, online, or face-to-face at local field offices,” he added.

SSA has released a list of permanent and temporary office closures or service availability changes, which can be found here. As of April 7, the site shows only Cody as only able to offer assistance by telephone until further notice and no in-person service. This is the only Wyoming office which has been impacted.

"We still need your voice in this fight to create better customer service,” said Shumway. “Email your lawmakers today and tell them to strengthen Social Security customer service"