Starting in 2025, filing a Social Security claim by phone will look a little different—and safer. The Social Security Administration (SSA) is rolling out new anti-fraud measures designed to keep scammers out and make sure real people get the benefits they’ve earned.
The SSA confirmed this week that they are not doing away with phone claims, as many feared. Instead, they’re tightening the security around them. It’s a change the agency hopes will strike a balance between protecting people’s information and keeping services accessible—especially for seniors and individuals with disabilities who depend on phone access.
What’s Changing?
As of April 14, 2025, Social Security is adding extra layers of fraud detection to the phone claims process. This means if something about a phone claim seems off—maybe the details don’t match previous records or the call is flagged by their system—the SSA can now require the person to verify their identity in person at a local office.
For most people, the process won’t change much. You can still call to apply for retirement, survivor, spousal, disability, Medicare, or SSI benefits. But if your claim triggers a red flag, be prepared to show up in person with ID.
This is a big shift, but it’s one the SSA says is necessary to fight growing fraud threats.
“We know that fraudsters are getting smarter,” one SSA official said. “Our job is to stay one step ahead, while still helping people who need our support.”
Direct Deposit Changes? Not by Phone Anymore
One of the most significant changes in the new policy is about updating your direct deposit information. Until now, many people simply called Social Security to change where their checks are deposited.
That’s no longer allowed.
To update direct deposit information in 2025 and beyond, you’ll need to use your secure online “my Social Security” account or go in person to an SSA office. The reason? Phone updates to bank details have become a major target for fraudsters.
Imagine a scammer calling in, pretending to be you, and rerouting your benefits check to a different account. It’s happened before, and SSA says this new rule should help stop it from happening again.
More Staff, Better Tech
These new measures aren’t just about making things harder for scammers—they’re also about improving the experience for everyone else. The SSA is putting $16.5 million into upgrading its phone systems and hiring more staff to make sure calls are answered faster and problems are solved quicker.
“We don’t want this to feel like a burden,” an SSA spokesperson explained. “We’re improving the tools and systems behind the scenes so that people can still get help, just more safely.”
What You Should Do Now
If you’re planning to file a Social Security claim by phone this year—or help someone else do it—here’s what you need to know:
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You can still apply for all benefits by phone (nothing’s been taken away).
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If your claim raises fraud concerns, you’ll be asked to come in person.
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You can no longer update direct deposit info over the phone.
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Setting up a “my Social Security” account online is more important than ever.
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Expect improved service and faster call handling thanks to the agency’s new investments.
Why It Matters
These changes are happening because fraud is evolving, and government agencies need to keep up. But that doesn’t mean cutting people off from the services they rely on.
In fact, by keeping the phone application option open and just adding some smarter security tools, the SSA is trying to protect vulnerable Americans without creating more red tape.
For seniors who might not have internet access or people with disabilities who can’t easily get to an office, the phone is still a lifeline. This update is about making that lifeline safer—not cutting it.
As we move further into 2025, Social Security is promising that accessibility and safety can go hand in hand. And for millions of Americans counting on their benefits, that’s a change worth welcoming.
