Pre‐procedure

ActionRationale

1. 1.Show
   Visit gov.uk/pip
   For more information about how to claim. E
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   Determine if it is necessary to use the British Sign Language (BSL) Video Relay Service trial. To use this service, the claimant must:

   1. first check they can use the service
   2. go to the Video Relay Service.
   To assist claimants with hearing difficulties. C
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   Gather the required information to hand as set out at gov.uk/pip before telephoning DWP.
   To ensure the claim is submitted efficiently and there are no unnecessary delays in receiving the benefit. E
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   Decide if it is necessary for the telephone call to be made by someone supporting the claimant. Note: the claimant must be present.
   To ensure patients who require additional support are not disadvantaged. E
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   Decide if it is necessary to access the provisions for people who do not speak English as their first language.
   To ensure patients who require additional support are not disadvantaged. E
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   Decide if it is necessary to request a paper claim form. This can be requested for someone who is unable to deal with DWP by telephone and has no one to help them make the telephone call.
   To ensure patients who require additional support are not disadvantaged. E

Procedure

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   The claimant telephones DWP on 0800 917 2222 or textphone 0800 917 7777.
   To start a claim for PIP. C
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   Go directly to number 20 if making a claim under the special rules for terminal illness.
   There are special rules that allow people who are terminally ill to get help quickly when they claim PIP. C
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   The date of claim is the date of the telephone call once the claimant has agreed a declaration which will be read out to them by the agent.
   To ensure the date benefits are paid from is correct. C
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   The claimant will be sent a form for them to explain how their condition affects their daily life.
   To assess whether PIP is payable and at what rate. C
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   The form will be personalized to the claimant and can only be used for them.
   To ensure benefits are paid to the correct claimant. C
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   The form includes questions about the claimant's ability to carry out key everyday activities.
   To assess the claimant's ability to carry out daily living and mobility activities. C
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   Claimants should read the information booklet that comes with the form before they start to fill the form in.
   To ensure they complete the form accurately and are correctly assessed. E
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   The claimant should return the completed form within one calendar month.
   To allow for a timely decision on the claim that accurately reflects the claimant's current needs. C
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   Claimants can send copies of supporting information with the completed form.
   To avoid unnecessary delays and make the process as swift as possible. E
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    The claimant will be asked to attend a PIP assessment which is delivered by healthcare professional assessment providers working in partnership with DWP.
    DWP has outsourced this function to appropriately trained providers. C
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    Sometimes a decision is made by using just the written information a claimant sends but some people may be asked to go to a ‘face‐to‐face consultation’ with a healthcare professional.
    If it is not possible to decide based on the written information, additional assessment may be needed. C
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    The healthcare professional will complete the assessment and will send a report back to DWP.
    DWP processes the claims and makes the final decision based on the information provided. C
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    A DWP decision‐maker will then use all this information to decide entitlement to PIP.
    To ensure benefits are paid correctly per DWP policy. C
14. 20.Show
    To claim under the special rules for terminal illness, telephone 0800 917 2222 – callers should select option 1 for a new claim and then option 3.
    Claims made under the special rules for terminal illness criteria follow a different process than standard PIP claims. C
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    A dedicated special rules team will take the call and complete the claim.
    To ensure the claim is processed swiftly and the claimant receives support in a timely manner. C
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    If the claim is being made under these rules, the call can be made by someone supporting the claimant (such as a support organization or family member) without the claimant needing to be present.
    It is recognized that the claimant's poor health may not allow them to be present during the telephone call. C
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    It is important that the claimant or the person making the phone call has the required information ready before calling DWP.
    To avoid any delay in progress of the claim. E
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    The claimant will not be sent the form ‘How your disability affects you’ if they meet the criteria for an award under the special rules.
    Claims made under the special rules for terminal illness criteria follow a different process than standard PIP claims. C
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    Claimants who meet the criteria for claiming under the special rules will not need a face‐to‐face consultation.
    Claims made under the special rules for terminal illness criteria follow a different process than standard PIP claims. C
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    Claimants are encouraged to get a DS1500 medical report from their healthcare professional to support the claim.
    To support their application and avoid any delay in progress of the claim. C
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    DWP cannot treat a DS1500 as a claim to PIP. It is important that a claim to PIP is made in addition to providing the DS1500.
    The DS1500 is a supporting document and the claimant's ability to carry out mobility activities must still be assessed. C
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    During the telephone call, if the telephony agent identifies that the claimant needs additional support with completing the claim, they can arrange for a DWP visiting officer to assist the claimant.
    To ensure patients who require additional support are not disadvantaged. C

Post‐procedure

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   The actual length of time to get a decision on a claim depends on individual circumstances, however it is usually 3 weeks.
   Some claims may be more complex than others and need additional time to assess. E
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   Any delays experienced by the claimant will not affect the date their benefit is paid from.
   To ensure patients who qualify for benefits receive these fairly. C
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   Claimants will receive a letter giving the decision on the PIP claim and a clear explanation of how that decision has been reached.

   The decision letter will include the point score for each descriptor and it will show how the evidence has informed the decision that has been made.
   To ensure transparency and clear communication. C
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   The decision letter will advise the claimant that they can contact the DWP if they wish to discuss the decision further.
   To ensure that claimants have an opportunity to seek clarity on any matter. C
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   Payment will usually be made every 4 weeks in arrears.

   Payment will be made weekly in advance for awards made under the special rules for terminal illness.
   To ensure patients who qualify for benefits receive these fairly in a manner that best meets their needs. C