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SSA IG: Applicant Experiences with Retirement Insurance Benefit Internet Claim Applications

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Applicant Experiences with Retirement Insurance Benefit Internet Claim Applications, A-07-10-20167

  • “To obtain applicants’ perceptions of the iClaim application and determine whether applicants filing for RIB using the iClaim application were receiving an appropriate level of service from SSA, we discussed their experiences with 200 applicants who filed an RIB iClaim application in May 2010. Based on our discussions, we determined that applicants had a positive perception of the RIB iClaim application process. In fact, 198 of the 200 applicants identified their experience filing online to be excellent, very good, or good, with almost half providing the top rating of excellent. One applicant stated that the iClaim application was as easy as could be, and that, if a person of his age—who did not grow up with the Internet—could do it, he did not see how any future generation would have any problems. Another applicant said, “The application and the process was very easy and saved a lot of time…”
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