Every Social Security claim made by phone will now go through a fraud prevention check, according to a statement from the agency on April 14.
This new layer of security follows strong public criticism over an earlier proposal to reduce phone support, which would have forced many vulnerable Americans to visit a local SSA office in person if they couldn’t verify their identity online. The agency has since updated its policy, now allowing people to file any type of claim by phone, backed by new fraud detection tools aimed at safeguarding recipients and making the process smoother, as shared in an official press release.
According to the agency, the new “enhanced technology” reviews phone claim activity for anything unusual, scanning for patterns that don’t match a person’s typical account behavior. If something seems off, the system flags it, and the individual will then need to verify their identity in person to keep their claim moving forward.
“We’re upgrading the way we serve the public by making things both safer and easier to use,” said Leland Dudek, Social Security commissioner. “These changes help us catch and stop fraud more effectively while giving people more ways to access their benefits.”
When did Social Security start running anti-fraud checks?
The Social Security Administration officially rolled out anti-fraud screenings for phone claims on April 14. The agency explained that it would flag any claims showing signs of possible fraud.
In a post on X dated April 9, the SSA said, “Only callers flagged by our fraud detection system will need to come in person. We’re adding more staff to phone lines to make sure folks can get help when they need it.”
An earlier post from April 8 added, “We continue to verify ID in person for every walk-in claim. Out of the 4.5 million phone claims we handle each year, roughly 70,000 may be flagged. The phone remains a reliable way for the public to file claims.”
Do I need to visit a SSA office in person?
It mostly depends on your situation and what you’re trying to do—plus, of course, if you’re able to make the trip. But for some folks, there’s no way around it. If you fall into one of the categories below, the SSA requires an in-person visit to confirm your identity:
- You’re applying for Retirement, Survivors, or Auxiliary benefits (like Spouse or Child benefits).
- You need to change your direct deposit information for any kind of Social Security benefit.
- You currently get your payments via paper check and want to update your mailing address.
In these cases, it’s time to pencil in a visit to your local SSA office—because certain updates just can’t be made over the phone or online.
What Can You Do Through Social Security’s Website?
If you’re applying for benefits or already receiving them, you can handle a lot of your Social Security tasks online without ever stepping foot in an office. Here’s what you can take care of digitally:
- Apply for benefits
- Request a new or replacement Social Security card
- Update your contact details
- Change your name
- Check the status of your application
- Update your direct deposit information
“Some steps can begin online and might still need to be wrapped up in person—but starting online helps move things along faster,” the agency explained. “We’ll help you book an appointment if it turns out you need to come in. But if you skip the online part, it’s a good idea to call and schedule a time before showing up.”
If you need help or prefer to talk to someone, call Social Security at 1-800-772-1213, or use their Office Locator to find the closest branch near you.
