CHAMPAIGN, IL (Chambana Today) – The Social Security Administration (SSA) has reversed course on a proposed plan to eliminate phone-based applications for Social Security benefits—thanks in large part to pressure from AARP and tens of thousands of Illinois residents.

The initial SSA plan, announced in mid-March, would have required nearly all Social Security claims to be filed either online or in person. But the move drew immediate backlash, with AARP leading a national advocacy campaign. In Illinois alone, nearly 100,000 residents wrote to Congress to protest the changes. Nationwide, AARP members sent more than 2 million emails denouncing the proposal.

“This is great news for older Americans,” said Ryan Gruenenfelder, senior director of advocacy and outreach at AARP Illinois. “Phone access is vital, especially for older adults, people with disabilities, and those living in rural areas.”

The SSA’s reversal reinstates phone-based access for all claim types, including retirement, Social Security disability insurance (SSDI), Medicare, and Supplemental Security Income (SSI). In-person identity verification will now be required only for claims flagged as potentially fraudulent.

Advocates say the decision will help millions maintain critical access to their benefits amid ongoing customer service issues. Recent reports have highlighted long wait times at SSA field offices, frequent website crashes, and phone systems overwhelmed by demand. In March, nearly one in three calls to the SSA went unanswered due to busy lines, a stark increase from earlier in the year.

The SSA’s initial proposal had been presented as a fraud prevention measure, but advocates argued it would disproportionately harm vulnerable populations. Roughly 28% of Illinois households still lack high-speed internet, making online access difficult, and over 140,000 seniors in the state live more than 45 miles roundtrip from the nearest SSA office.

AARP Illinois brought its advocacy efforts to the state Capitol on April 10, urging lawmakers to push for improved SSA services and better federal oversight. More than 2.3 million Illinois residents receive Social Security benefits. Over 40% of them depend on those payments for at least half of their income.