The Illinois chapter of AARP played a key role in convincing the federal government to reverse plans that would have limited Social Security beneficiaries’ access to phone filing options. After widespread opposition from nearly 100,000 Illinoisans and over 2 million Americans nationwide, the Social Security Administration (SSA) announced it would keep phone services open for all claim types, including retirement, SSDI, Medicare, and SSI.
The SSA initially planned to restrict phone access as an anti-fraud measure, requiring in-person visits or online claims, which many seniors and rural residents said would be difficult. AARP Illinois members protested at the state Capitol and highlighted the long waits, website crashes, and disconnections that had worsened in recent months.
Now, the SSA will only require in-person identity verification for calls flagged as potentially fraudulent. AARP advocates say this is a win, but they continue to call for more resources to improve customer service. About 2.3 million Illinois residents rely on Social Security, with many depending on it for the majority of their income.
AARP Illinois’s efforts helped protect access to vital benefits and highlighted ongoing issues in federal services for seniors.
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