Navigating Social Security and its benefits isn’t easy on the best of days. But, these days, when headline after headline is appearing on your news sources, promising major changes to social security, it’s difficult not to feel confused.
And with so much discourse in the air, it’s only natural that you feel worried if something about the process changes.
The Social Security Administration (SSA) recently made the announcement that they are adding more automations to their phone service, to help streamline the customer service process. If you rely on Social Security Disability Insurance (SSDI) or Supplemental Security Income (SSI), or are in the process of applying for it, you may be wondering how this will affect you.
We’re here today to help you get the facts, without any of the confusion and other noise.
Calling the Social Security Administration: What To Expect
Many of our clients have been confused by the SSA’s latest statement about the phone service updates, thinking that this is an entirely new system.
The truth is that SSA has always had an automated phone system, there have just been some upgrades added!
SSA’s automated phone service allows you to take care of a number of different tasks, including:
- Checking the status of a claim
- Requesting a benefit verification letter (award notice, proof of income letter)
- Asking for an SSA-1099 (tax purposes)
- Requesting replacement Medicare card
- Changing your address
- Collecting information about:
- Payment delivery dates
- Direct Deposit
- COLA
- Taxes
- Average processing times
- Social Security Fairness Act
The phone system is a great way to get one on one support and answers to your questions without having to navigate the website or travel to an in-person appointment.
So, how does it work? Great question. Here’s what to expect.
Step One: Give SSA a Call
If you have any questions about your disability claim status, application, or simply need support, a great first step is to call the SSA hotline at 1-800-772-1213.
The hotline is open 24/7 including on weekends and holidays, allowing you to get the help you need when you need it.
Step Two: State What You Need
The hotline will prompt you to state your reason for calling. Simply say the reason you are calling (ex. “Change my address”), and the hotline will direct you to the appropriate next step.
Step Three: Stay On The Line
Depending on the reason for your call, you will either be directed through the automated system (for status updates on your disability application, 1099 forms, etc.) or you will be connected to an SSA employee who will be able to help you for more complicated requests.
It is important to note that wait times to speak to an SSA representative on the weekdays are currently averaging around 2 hours, so it’s a good idea to plan accordingly.
Step Four: Get The Help You Need
You’ll be put in contact with an SSA employee who can help answer your questions and walk you through any next steps of the process. Remember to have all necessary information and documentation handy, in order to make sure you get the most out of your time.
Changes & Updates
The process of contacting SSA by phone is relatively straightforward. If you’ve done it before, you’ll likely discover that not much has changed in the process. However, there are a few changes that are good to note.
The SSA is currently suffering from a significant staffing shortage. As such, they’ve upgraded their phone service to help individuals by offering more options.
The biggest change is the hours. The phone line used to only be open during regular business hours. Starting now, it will be running 24/7 in order to help more people at their own convenience.
There are also a few more options for callers to request. Most notable for SSDI and SSI applicants, you can now check the status of your claims by stating “claim status” during your phone call. You’ll need to provide your social security number and birthdate.
How This Affects Your SSDI Application
We work closely with SSDI applicants and users, and we’ve heard concerns that this change in process will affect their application.
We’ve got good news for you, though! Your application should not be affected by any of these updates in the automated phone system.
However, it might be worthwhile to note that due to the same staffing shortage that caused SSA to update their phone systems, you may experience longer wait times to process applications, review appeals, or handle other inquiries.
The SSA website states, as of April 2025, that the average processing time for a disability application is between 200 to 230 days (roughly 6-8 months).
When To Contact Your SSDI Attorney
If you’re going through the disability application process, it’s completely normal to have questions. And your attorney is here to help you!
That being said, there are some questions that are better answered via the phone hotline, and some that are better answered by your attorney.
In general, your attorney is best equipped to answer questions about the legal process and what to expect. The hotline, on the other hand, is a much better place to get updates about the status of your disability claim, as it will be the most up-to-date source.
All that being said, do not panic if your claim is taking some time to process. Delays can be frustrating, but staying patient and relying on your attorney’s guidance is the best way to stay on track and work toward a successful outcome.
