Social Security partially walks back who needs to visit offices in person: What to know

WASHINGTON - The Social Security Administration partially walked back its new rules that require some beneficiaries to visit local agency offices in person to verify their identities – rather than doing so over the phone. 

The requirements, announced last week, are part of the administration’s effort to step up the security of its services by implementing "stronger identity verification procedures."

Here’s what to know about the latest changes: 

Social Security adjusts who needs to visit offices in person

The backstory:

Last week, the SSA said new Social Security applicants and existing recipients who want to change their direct deposit information would no longer be able to verify their identity over the phone. And those who cannot properly verify their identity through the agency's "my Social Security" online service would be required to visit an agency field office in person to complete the verification process.

Lee Dudek, the SSA acting commissioner, noted at the time how the agency is losing "over $100 million a year in direct deposit fraud." 

The changes were set to take effect on March 31. 

What's New:

Now, in a statement shared on Wednesday, the SSA said it is updating the policy to "provide better customer service to the country’s most vulnerable populations." 

Under the updated policy, individuals applying for Social Security Disability Insurance (SSDI), Medicare, or Supplemental Security Income (SSI) who can’t use a personal "my Social Security" account can complete their claim entirely over the phone without the need to come into an office.

The agency is also pushing back the start date, from the end of March to April 14, 2025.

FILE - A Social Security Administration (SSA) office in Washington, DC, on March 26, 2025. (Photo by SAUL LOEB/AFP via Getty Images)

Dig deeper:

The announced requirements had prompted concerns from retiree advocates who warned that the change will negatively impact older Americans in rural areas, including those with disabilities, mobility limitations, those who live far from SSA offices and have limited internet access. 

Dozens of Democratic lawmakers also sent a letter to the agency asking them to consider "the individuals who may be harmed" as a result of the changes, "as eliminating or reducing phone services would create unnecessary barriers for the most vulnerable populations, at a time when they already face so many challenges."

What they're saying:

"We have listened to our customers, Congress, advocates, and others, and we are updating our policy to provide better customer service to the country's most vulnerable populations," Lee Dudek, acting commissioner of the Social Security Administration, said in a statement in Wednesday’s announcement.

By the numbers:

More than 72.5 million people, including retirees and children, receive retirement and disability benefits through the Social Security Administration.