A NEW Social Security policy could change the way millions get answers to basic questions and handle routine matters.
But the Social Security Administration says the change is meant to improve customer service and prevent fraud.
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The policy update is set to take effect August 2025, the SSA said in a blog post.
And those who aren’t comfortable with the policy may need to handle basic Social Security matters like updating their addresses in a field office – some of which are a plane ride away.
In August, the SSA will roll out its optional enhanced Security Authentication PIN (SAP) for my Social Security account holders.
According to the SSA, the pin would allow customers to save about three minutes when connected to a Social Security representative via phone.
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“This optional, new feature is designed to make the identity verification process faster and more secure when calling the National 800 Number to handle your Social Security business,” the SSA said.
For those without a My Social Security account or those who opt out of the enhanced SAP feature, the SSA says: “The call-in customer experience will remain unchanged.”
However, this new feature is being implemented at a time when the SSA is facing massive layoffs and increased delays over the phone.
And advocates for the elderly say the new policy would put unneeded pressure on a vulnerable community.
A MAJOR BURDEN
Experts argue millions could be left with no choice but to visit a field office to handle basic Social Security activities like the following.
- Checking in on the status of claims
- Obtaining benefit-verification letters
- Acquiring tax forms
Almost 25% of older Americans live more than an hour’s drive round-trip from the nearest field office, according to a report by the Center on Budget and Policy Priorities (CBPP).
And some beneficiaries in Alaska would need to take a plane to reach their nearest SSA office, according to the AARP.
The policy could lead to 5.3 million+ more visits to field offices and nearly 3 million additional hours on the road for beneficiaries, according to the CBPP’s report.
“This will create a significant new burden, particularly for those who live in rural areas or have transportation or mobility difficulties,” CBPP Director of Social Security and Disability Policy Kathleen Romig said in the report.
And the shift comes following a 7,000 staff cut throughout the SSA.
“Shifting SSA staff away from increasingly understaffed field offices risks further exacerbating the degradation of SSA service,” the CBPP said in the post.
However, the SSA maintains that “you will not be required to visit a local field office if you do not have a personal Social Security account or choose not to use the SAP feature.”
WHEN SOCIAL SECURITY PAYMENTS ARE MADE
Social Security payments are issued on the second, third, or fourth Wednesday of each month based on the recipient’s birthdate:
- Second Wednesday: For individuals born between the 1st and 10th of the month
- Third Wednesday: For those born between the 11th and 20th
- Fourth Wednesday: For those born between the 21st and 31st
The SSA also says the move is being made to cut down on fraud.
“With increasing concerns about identity theft and fraud, we’re taking proactive steps to ensure that your personal information remains protected.”
However, the CBPP argues: “The agency has provided no clear justification for the change other than vaguely citing ‘fraud risk,’ despite there being no publicly documented problems with completing any of these tasks by phone.”
