The Social Security Administration is modifying its recently announced policy that will end most benefit claims being made by phone for those without a verified online account.
According to Wednesday's announcement, an in-person ID verification requirement won’t apply to disability insurance, Medicare and Supplemental Security Income applications. Retirement income benefit claims, however, will still mandate that those who cannot use their "my Social Security” account, which requires online identity proofing, must visit a local Social Security office to prove their identity.
The in-person requirement will also still apply to survivor and auxiliary spouse or child benefit claims, but the agency will not enforce these requirements in “extreme dire-need situations,” according to the announcement. SSA is developing a process mandating documentation and management approval to bypass the policy in such cases as terminal illness or prisoner pre-release.
The policy reversal comes just a few weeks after the SSA announced it would be stepping up its identity verification procedures by requiring in-person visits for those who don’t use online accounts for most applications. The revised policy will take effect two weeks later, on April 14, after which a typical retirement beneficiary without an online account can start a claim on the phone but will need to visit an office to complete it.
“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 Social Security, said in a statement. “In addition to extending the policy’s effective date by two weeks to ensure our employees have the training they need to help customers, Medicare, disability, and SSI applications will be exempt from in-person identity proofing because multiple opportunities exist during the decision process to verify a person’s identity.”
The announcement directs individuals who do not or cannot use the agency’s online "my Social Security" services to change their direct deposit information for any benefit to visit a Social Security office to process the change or call 1-800-772-1213 to schedule an appointment.
The agency also recommends that individuals unable to apply online call to schedule an appointment to begin and complete a claim for retirement, survivors or auxiliary benefits in one interaction.
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