Retention Date: 10/31/2025
Summary of Changes:
· Changed references from OPI to OFPPI.
· Updated first sentence in section C to replace “iClaim” with “claim.”
· Added note in sections B and C about OFPPI identified anomalous teleclaims.
· Removed reference to archived policy (GN 04111.060) in section D.
· Removed note in sections E and I for handling calls involving anomalous claims related to the Social Security Fairness Act (SSFA).
· Added reference to RM 10210.420 in section H.
· Added clarifying information about protective filing throughout.
· Updated sections F and H to instruct technicians to document the type of identity document provided in TED.
· Updated section J to mirror the simplified face-to-face exception process in EM-25026 SEN REV and replace the old AC-level Controls box with the new AC-level Controls box.
A. Purpose
The purpose of this Emergency Message (EM) is to announce the temporary reinstatement of the in-person identity verification requirement for anomalous claims.
B. Background
The Office of Financial Policy and Program Integrity (OFPPI) identified control weaknesses in the current anomalous claims identity proofing processes. Therefore, the agency is temporarily reinstating the in-person identity verification requirement for anomalous claims. Follow the anomalous claims identity verification instructions below until further notice.
NOTE: Effective April 14, 2025, this applies to all Retirement, Survivors, Auxiliary Spouse, Lump Sum Death Payment, and Children’s teleclaims as well as iClaims.
C. OFPPI Identified Pre-Adjudicative Anomalous Claims Instructions
When OFPPI analytics identifies an anomalous claim, it posts the system-identified “ANOML” issue to the Modernized Claim System (MCS) Development Worksheet (DW01) screen per MS 03508.002. Follow the instructions below to process OFPPI identified pre-adjudicative anomalous claims.
1. Send the Anomalous Claim Pre-Adjudicative Notice, located in the Document Processing System (DPS), to the address listed on the application.
2. Add the “ANMLET” issue on the MCS DW01 screen with a tickle date equal to 15-calendar days from the date the notice was mailed for domestic claims or 50-calendar days from the date the notice was mailed for international claims.
NOTE: The system-identified “ANOML” issue could take up to three business days to appear in MCS.
D. Technician Identified Pre-Adjudicative Anomalous Claims Instructions
A technician identified anomalous claim occurs when a technician suspects that the applicant is a fraudster posing as the legitimate claimant.
Follow the instructions below when you identify an anomalous claim.
1. If you identify an anomalous paper claim:
a. Load the claim into MCS and add the “CSANOM” issue to the MCS DW01 screen.
b. Document the Report of Contact (RPOC) screen with a detailed explanation of why you believe the claim is anomalous and note the retention of the documents.
c. Fax the paper application and envelope into the Evidence Portal (EP) using the "ANOMALOUSDET" coversheet.
d. Follow the instructions in section C.
2. If you identify an anomalous teleclaim:
a. Add the “CSANOM” issue to the MCS DW01 screen.
b. Document the RPOC screen with a detailed explanation of why you believe the claim is anomalous.
c. Advise the claimant they need to come into the field office (FO) to provide their proof of identification and follow instructions in section E.
3. If you identify an anomalous iClaim:
a. Add the “CSANOM” issue to the MCS DW01 screen if the “ANOML” issue is not present after the three-business day hold period expires.
b. Document the RPOC screen with a detailed explanation of why you believe the claim is anomalous.
c. Follow the instructions in section C.
E. Telephone Contact Instructions for Pre-Adjudicative Anomalous Claims
When the claimant calls back in response to the Anomalous Claim Pre-Adjudicative Notice, verify their identity per GN 00203.020A.2.b. Then follow the chart below.
| If the Claimant | Then |
| Confirms filing the pending claim | 1. For domestic anomalous claims, schedule an in-office appointment with their servicing FO or instruct the claimant to visit their servicing FO within 30 days and set a 30-day tickle. For international anomalous claims, instruct the claimant to visit their servicing Federal Benefits Unit (FBU) or border FO within 60 days and set a 60-day tickle. 2. Add a remark on the RPOC screen that the claimant confirmed filing and will visit their servicing FO for domestic claims or the FBU or border FO for international claims to provide their proof of identity.
3. If the claimant does not show for their appointment or does not visit their servicing FO within 30 days for domestic claims or does not visit the FBU or border FO within 60 days for international claims, report the potential violation via ARIS and abate the anomalous claim per GN 01010.475D. If the claim is pending at a Workload Support Unit (WSU), the WSU will retain jurisdiction of the claim.
NOTE: If the claimant expresses that visiting the FO, FBU, or border FO is a hardship, refer to section J. |
| Denies filing the pending claim | 1. Document the conversation on the RPOC screen.
2. Offer to put a block on all eServices. See OA 00220.070 for instructions on how to add the eServices block.
3. If the claim is pending in a WSU, send a Modernized Development Worksheet (MDW), with the Issue “Identity” and Category “ANOML,” to alert the WSU that the claimant denied filing. The WSU will complete step 4.
4. Report the potential violation via ARIS and abate the anomalous claim per GN 01010.475D.
NOTE: If the claimant wants to file for benefits, establish a protective filing in the Enhanced Leads and Appointment System (eLAS). Take the new claim once the abatement has processed. The anomalous claim does not establish a protective filing date for the true claimant. For establishing a protective filing date see GN 00204.010. |
F. In-Person Identity Verification Instructions for Pre-Adjudicative Anomalous Claims
When the claimant visits the FO, FBU, or border FO, verify the claimant’s identity per GN 00203.020A.2.a. Request to see acceptable evidence of identity following RM 10210.420. Then follow the chart below.
| If the Claimant | Then |
| Confirms filing the pending claim | 1. Document the type of identity document provided in the Technician Experience Dashboard (TED).
2. Fax the identity document into the EP using the "ANOMALOUSDET" coversheet following MS 09701.003.
3. Add a remark on the RPOC screen that the claimant confirmed filing and their identity document is in the EP.
4. If the claim is pending in a WSU, send an MDW with the Issue “Identity” and Category “ANOML,” to alert the WSU that the claimant confirmed filing and their identity document is in the EP. The WSU will complete steps 4 and 5.
5. Obtain a management override per MS 03511.007C.
6. Adjudicate the claim. |
| Denies filing the pending claim | 1. Document the type of identity document provided in TED.
2. Fax the identity document into the EP using the "ANOMALOUSDET" coversheet following MS 09701.003.
3. Add a remark on the RPOC screen that the claimant denied filing and their identity document is in the EP.
4. Offer to put a block on all eServices. See OA 00220.070 for instructions on how to add the eServices block.
5. If the claim is pending in a WSU, send an MDW, with the Issue “Identity” and Category “ANOML,” to alert the WSU that the claimant denied filing and their identity document is in the EP. The WSU will complete step 5.
6. Report the potential violation via ARIS and abate the anomalous claim per GN 01010.475D.
NOTE: If the claimant wants to file for benefits, establish protective filing in eLAS. Take the new claim once the abatement has processed. The anomalous claim does not establish a protective filing date for the true claimant. For establishing a protective filing date see GN 00204.010. |
G. Telephone Contact Instructions for Post-Adjudicative Anomalous Claims
When the claimant calls back in response to a notice about their post-adjudicative anomalous claim, verify their identity per GN 00203.020A.2.b. Then follow the chart below.
| If the Claimant | Then |
| Confirms filing the in-pay claim | 1. For domestic anomalous in-pay claims, schedule an in-office appointment with their servicing FO or instruct the claimant to visit their servicing FO within 30 days and set a 30-day tickle. For international anomalous in-pay claims, instruct the claimant to visit their servicing FBU or border FO within 60 days and set a 60-day tickle.
2. Add a remark on a paper SSA-5002 that the claimant confirmed filing and will visit their servicing FO for domestic claims or FBU or border FO for international claims to provide proof of identity. Fax the completed SSA-5002 into the EP using the "ANOMALOUSDET” coversheet.
3. Add a special message to the Master Beneficiary Record (MBR) stating that the claimant confirmed filing and will visit their servicing FO for domestic claims or FBU or border FO within 60 days for international claims to provide proof of identity.
4. If the claimant does not show for their appointment or does not visit their servicing FO within 30 days for domestic claims or does not visit their FBU or border FO within 60 days for international claims, suspend the in-pay claim effective with the current operating month (COM) using the S9-MISC suspense code. Send the S9 final notice with appeal rights per GN 04108.315.
5. If the claimant is non-compliant after 90 days from the S9 MISC suspension, report the potential violation via ARIS. Complete a paper SSA-553 per GN 04108.320 and fax into the EP using the "KILCRTANOMALOUS" coversheet. Submit a Kill Credit action request to the regional office (RO) of jurisdiction and put a block on all eServices. See OA 00220.070 for instructions on how to add the eServices block.
NOTE: If the claimant expresses that visiting the FO, FBU, or border FO is a hardship, refer to section J. |
| Denies filing the in-pay claim | 1. Offer to put a block on all eServices. See OA 00220.070 for instructions on how to add the eServices block.
2. Report the potential violation via ARIS.
3. Complete a paper SSA-553 per GN 04108.320 and fax into the EP using the "KILCRTANOMALOUS" coversheet. Include the true claimant’s address and phone number and the ARIS allegation number on the SSA-553.
4. Suspend the in-pay claim effective with COM using the S9-MISC suspense code.
5. Refer to GN 04108.320 and submit a Kill Credit action request to the regional office (RO) of jurisdiction.
NOTE: If the claimant wants to file for benefits, establish protective filing in eLAS. Take the new claim in MCS and hold adjudication until the kill credit action has processed. The anomalous claim does not establish a protective filing date for the true claimant. For establishing a protective filing date see GN 00204.010. |
H. In-Person Identity Verification Instructions for Post-Adjudicative Anomalous Claims
Verify the claimant’s identity per GN 00203.020A.2.a. Request to see acceptable evidence of identity following RM 10210.420. Then follow the chart below.
| If the Claimant | Then |
| Confirms filing the in-pay claim | 1. Document the type of identity document provided in TED.
2. Fax the identity document into the EP using the "ANOMALOUSDET" coversheet following MS 09701.003.
3. Have the claimant confirm the address, email, telephone number, and direct deposit. Do not provide any information to the claimant.
4. Document the facts of the case on a paper SSA-5002, and fax into the EP using the "ANOMALOUSDET” coversheet. Reinstate benefits if applicable.
5. For in-pay anomalous claims identified by OFPPI, submit the recorded case information to the Boston WSU by sending an email to ^BOS In Pay iClaims. The Boston WSU will clear the case as valid.
NOTE: To identify a Unit Payment Integrity (UPI) case, check for an SSA-5002 or Special message on the MBR stating, “Case identified by OFPPI and being worked by Boston WSU Unit for Payment Integrity. Please follow EM 23050 if claimant contacts SSA.” |
| Denies filing the in-pay claim | 1. Document the type of identity document provided in TED.
2. Fax the identity document into the EP using the "ANOMALOUSDET" coversheet following MS 09701.003.
3. Offer to put a block on all eServices. See OA 00220.070 for instructions on how to add the eServices block.
4. Report the potential violation via ARIS.
5. Complete a paper SSA-553 per GN 01010.365B.3 and fax into the EP using the "KILCRTANOMALOUS" coversheet. Include the true claimant’s address and phone number and the ARIS allegation number on the SSA-553.
6. Suspend the in-pay claim effective with COM using the S9-MISC suspense code.
7. Refer to GN 04108.320 and submit a Kill Credit action request to the regional office (RO) of jurisdiction.
NOTE: If the claimant wants to file for benefits, establish protective filing in eLAS. Take the new claim in MCS and hold adjudication until the kill credit action has processed. The anomalous claim does not establish a protective filing date for the true claimant. For establishing a protective filing date see GN 00204.010. |
I. Teleservice Center Contact Instructions for Anomalous Claims
When the claimant calls the Teleservice Center (TSC) about their anomalous claim, follow the instructions in the chart below.
| If the Claimant | Then |
| Confirms filing the claim | 1. Schedule an in-office appointment or instruct the claimant to visit their servicing FO within 30 days. Include in the remarks that the appointment is to verify identity for an anomalous claim.
2. Send an MDW to the FO or WSU of jurisdiction with the Issue “Identity” and Category “ANOML,” informing them that the claimant has an appointment or plans to visit the FO within 30 days as a walk-in to provide their proof of identity for an anomalous claim. |
| Denies filing the claim | 1. Send an MDW to the FO or WSU of jurisdiction with the Issue “Identity” and Category “ANOML,” informing them that the claimant denies filing the claim.
2. If the claimant wants to file for benefits, schedule an appointment following normal procedures.
3. Offer to put a block on all eServices. See OA 00220.070 for instructions on how to add the eServices block. |
J. Face-to-Face Interview Exceptions for Anomalous Claims
Cases flagged as anomalous require a face-to-face interview to verify identity. When first or third parties allege a claimant is unable to visit the FO due to an extreme hardship, the Social Security Administration will use discretion to consider granting an exception to the anomalous claim face-to-face interview requirement. In situations where an individual is unable to visit the local FO, an international Federal Benefit Unit (FBU), an international Non-Claims Taking Post (NCTP), management can approve an in-person identity proofing exception. Recommendations must contain a clear record of the claimant’s allegation and proof of hardship. Some examples are:
· Restricted (i.e., banned) from visiting a Social Security office
· Homebound or institutionalized (e.g., hospitalization, nursing home)
· Extreme hardship (e.g., applicant lives too far to travel to provide an in-person ID and is not easily able to access video service delivery.)
1. Management Responsibilities
a. Approve or deny the in-person identity proofing exception request.
b. Document the SSA-553 with the reason for the exception and determination and upload the form to the Evidence Portal using document type “553-ID Proofing.”
c. Inform the technician of the determination.
d. Send an email to ^DCMS OFPPI Controls to inform OFPPI of approved exceptions.
2. Technician Actions after Management Approves Exception Request
a. Contact the individual and verify identity over the phone following GN 00203.020A.2.c.
b. If the claimant successfully answers the additional identity questions, select the checkbox in TED for Exception to ID Proofing with Management Approval and continue processing the claim using normal processing procedures. For post-adjudicative claims, document the actions taken on an SSA-5002 Report of Contact, fax the completed form into the EP, and reinstate the benefit payments.
c. If the claimant answers the questions incorrectly, do not check the checkbox. Inform the claimant they need visit the FO to identity proof and schedule an appointment or instruct the claimant to visit their servicing FO within 90 calendar days. Document the RPOC to explain that the claimant incorrectly answered the additional identity questions and either has an appointment to come into the FO or will walk into the FO within 90 days to verify their identity. For post-adjudicative anomalous claims, document this information by adding a special message to the MBR.
d. If the claimant fails to come in for the face-to-face interview, document the RPOC with this information, report the potential violation via ARIS, and abate the anomalous claim per GN 01010.475D. For post-adjudicative anomalous claims, add a special message to the MBR and place the claimant into S9 MISC suspense status.
3. Technician Actions after Management Denies Exception Request
a. Inform the claimant that their exception request was denied and they will need to visit their servicing FO to identity proof in person.
b. Schedule an in-office appointment or instruct the claimant to visit their servicing FO within 90 calendar days to establish their identity.
c. If the claimant fails to come in for the face-to-face interview, document the RPOC with this information, report the potential violation via ARIS, and abate the anomalous claim per GN 01010.475D. For post-adjudicative anomalous claims, add a special message to the MBR and place the claimant into S9 MISC suspense status.
Direct all program-related and technical questions to your Regional Office (RO) support staff or Program Service Center (PSC) Operations Analysis (OA) staff. RO support staff or PSC OA staff may refer questions, concerns, or problems to their Central Office contacts.
Reference:
ARIS Allegation Referral Intake System
GN 01010.365 Formal and Informal Determinations
GN 01010.475 Abatements
GN 00203.020 Identity of Claimants
GN 00204.010 Protective Filing
GN 04108.100 Identification of Pre-Adjudicative Anomalous Claims
GN 04108.105 Identity Verification Policy for Pre-Adjudicative Anomalous Claims
GN 04108.300 Identification of Post-Adjudicative Anomalous Claims
GN 04108.305 Identity Verification Policy for Post-Adjudicative Anomalous Claims
GN 04108.315 Suspense Policy for Post-Adjudicative Anomalous Claims
GN 04108.320 Workload Support Unit/Field Office Actions for Post-Adjudicative Anomalous Claim Kill Credit Action Referrals
MS 09701.003 Storage
OA 00220.070 Block All Electronic Access to a Customer's Personal Information Using Registration and Customer Support (RCS)
RM 10210.420 Priority List of Acceptable Evidence of Identity Documents