Here are a selection of some commonly asked questions and answers to help you.

Select the area you’re interested in and simply select the question to see the answer:

General FAQs Face-to-face assessments Telephone assessments Video assessments

General FAQs

    Why have I not been invited to an assessment?

    We are sometimes able to complete your assessment using the information in your ‘How your disability affects you’ form and any supporting information you sent to the DWP. If we are able to do this, we will not need to invite you for an assessment.

    What if I have a terminal illness?

    We have a specialist team who process terminal illness claims and you will not need to have an assessment. Your claim will also be handled quickly, usually within 2 days. If you have a DS1500, please submit this with your claim form.

    Can I change the way my assessment is being carried out?

    If you would prefer to be assessed in a different way, please contact Capita as soon as possible so that we can discuss this with you.

    What if I have extra communication needs e.g. hearing difficulties or needing a translator?

    If you need a language translator or British Sign Language interpreter, please contact Capita straight away so that we can arrange this for you.

    Who can I speak to if I need support throughout the PIP process?

    If you have any questions or concerns about your appointment or the assessment, please get in touch with Capita. There are also lots of organisations that can help and support you along the way, such as Citizens Advice or charities dealing with specific conditions.

    Will I ever be asked to provide my bank details over the phone?

    We will never call you unexpectedly and ask for your bank details. If you are asked to provide your bank details over the phone and have any concerns, please abandon the call and contact Capita as soon as possible.

    Can I get a copy of the assessment report?

    Your assessment report will be sent to the DWP as soon as possible after your assessment and you can request a copy from them.

    How will I find out if I can get PIP?

    The DWP will send you a letter once they have made a decision on your claim.

    What can I do if I don’t agree with the decision?

    You can ask for your case to be reconsidered. Details of how to do this will be in your decision letter from DWP.

    What can I do if I am unhappy with how my assessment was carried out?

    We are responsible for arranging and carrying out face-to-face, telephone and video assessments. Please get in touch with Capita if you are unhappy with any part of our service. This helps us to understand what we are doing well and where we need to do things better.

    Who will carry out my assessment?

    Your assessment will be carried out by one of our functional assessors. All our functional assessors are fully qualified and registered nurses, occupational therapists, physiotherapists or paramedics.

    Will the functional assessor know anything about my condition or disability?

    Our functional assessors come from a variety of backgrounds and are specially trained in carrying out functional assessments. They are there to assess how your health condition or disability affects you and they have knowledge of a wide range of health conditions and disabilities.

    Will the functional assessor have already seen and read information about me?

    Yes, usually the health professional will have seen your ‘How your disability affects you’ form and any supporting information you have supplied to DWP before the assessment. However, in some cases where the health professional has a short notice assessment it may be looked at after.

    What do I do if I have additional evidence?

    If you have additional evidence that you have not already submitted, please discuss this with the functional assessor. They will ask you to send this to the DWP after your assessment.

    I have good and bad days. Will this be considered?

    Yes, the functional assessor will ask you questions to understand whether your condition changes and how this impacts you.

    Face-to-face assessments

      Can I have a home appointment instead of coming to an assessment centre?

      If you would prefer to be assessed in a different way, please contact Capita as soon as possible so that we can discuss this with you.

      I am worried about travelling on public transport to attend a face-to-face appointment. What should I do?

      If you have any concerns about travelling to the assessment centre, please contact Capita straightaway. This is so we can discuss what support may be available.

      If I arrive early for my assessment, will I have to wait outside the assessment centre?

      To reduce the amount of time you will have to wait, we encourage you not to arrive more than 10 minutes before your appointment start time.

      Will there be a lift?

      All our assessment centres are accessible. If the assessment room is not on the ground floor, a lift will be available.

      Will there be toilets?

      Yes, there will be disabled toilets available but we cannot help you to use these.

      I am an appointee; can I attend the face-to-face assessment on behalf of the claimant?

      No, an appointee cannot attend a face-to-face assessment without the claimant.

      How do I know that the functional assessor is who he/she says they are?

      If you have any concerns that the functional assessor is not who they say they are, please abandon the call and contact Capita.

      Video assessments

        Can I still have an appointee?

        Yes. If you have an appointee, they must join the assessment. If you cannot be with them in person, we can add you to the video assessment. You and your appointee must be present for the video assessment to go ahead.

        Can I record my assessment?

        You are not permitted to record your video assessment or the functional assessor. We are also unable to record the video assessment.

        Health assessment advisory service provided on behalf of Department for work & pensions