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

    How do I apply for PIP?

    Please contact the Department for Work and Pensions. You can find out more here.

    What further evidence should I include with my application form?

    It is useful to include the below information:

    • Repeat prescription lists
    • Carer’s diary or letter
    • Recent reports or treatment plans from:
    • GPs or consultants
    • District nurses
    • Occupational therapists
    • Physiotherapists
    • Social workers
    • Learning disability support teams
    • Family members who provide support or care

    Please note: We do not have access to any medical records so it's important you send us any medical evidence you have including your current treatment and medication. The disability assessor may ask for this information in your assessment.

    Why do I need to have an assessment?

    It is important that we fully understand how your health condition or disability affects you day-to-day. In order to do this, most people will need to have an assessment.

    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.

    How long will my assessment take?

    Assessments usually take around an hour, although sometimes it can take a little longer so please allow for that.

    Who can I bring to my assessment?

    We encourage you to bring a companion to your assessment. This could be a friend, family member, carer or support worker.

    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.

    Who makes the decision about my PIP claim?

    A case manager at the DWP will make a decision on your claim. This will be based on the assessment report, your 'How your disability affects you' form, and any supporting information you have provided.

    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.

      Can I bring somebody with me to my assessment?

      We encourage you to bring someone with you to your assessment. This could be a friend, family member, carer or support worker.

      Your companion should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion will be translating or interpreting for you, they must be over 18.

      Please do not bring children with you. If you cannot make childcare arrangements, please contact Capita as soon as possible so that we can discuss the best way to carry out your assessment.

      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.

      What identification do I need to bring with me to my assessment?

      Select this link here to find out what identification you need to bring with you.

      How do I claim travel expenses?

      We will refund your and your companion's travel expenses if you travel to the appointment by public transport, or pay for your mileage and parking if you drive there. Please fill in the claim form you received with your appointment letter and return it to us with all tickets and receipts for the public transport or parking. Use the envelope provided in your appointment letter – it does not need a stamp.

      If you need to travel to your assessment by private taxi, it is important for this request to be made in advance . Call us on 0808 178 8114 with a quote from your chosen taxi company. All requests will be considered on a case-by-case basis. 

      Can I bring in additional evidence?

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

      Can I audio record my assessment?

      Yes, you can ask the health professional at the beginning of the assessment for it to be recorded. They will explain to you how the recording will be used and ask for your consent to continue.

      You can ask for the recording to be stopped at any time. Your assessment will continue as normal.

      If I ask for my assessment to be recorded, how can I get a copy?

      If you have asked us to record your assessment, after your appointment you will receive a link to your recording by text message or email. You will receive a separate text message with a one-time password. The password will expire after 24 hours and can only be used once to access and download your recording. This is to protect you and the information you provided at your appointment.

      If you would like a CD copy of the recording, please let the functional assessor know. We will also keep a copy of the recording.

      After your assessment, if you have any difficulties accessing your recording, or need a CD copy, please contact Capita.

      My assessment was recorded but I’d now like to withdraw my consent. How do I do this?

      To withdraw consent after your assessment, please contact Capita.

      Can I request a new link and/or password to access my recording?

      If you would like a new link and password to access your audio recording, please contact Capita. You can also request a CD copy of the recording.

      How will my recording be used?

      The recording will not be used by DWP to make a decision on your benefit claim. However, the recording may be used to assist with complaint resolution and/or any appeal proceedings.

      How long will my recording be kept for?

      Capita will store a copy of the recording securely and keep it for a period of 24 months. After this, it will be destroyed.

      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.

      Telephone assessments

        What number will I be called on?

        If you have provided a mobile phone number, you will be called on that. If you have not provided a mobile number, we will call you on the landline number you have provided.

        The number we will call you on will be included in your appointment letter.  
        The call will come from an 0808 or withheld number.

        What happens if I miss the call or my signal drops out?

        Our functional assessor will try to call you up to three times over a 20-minute period. If you do not answer, we will return your claim to the DWP.

        If the phone signal is not very good, we will ask you for an alternative contact number. If there is no alternative available, the assessor will need to rearrange the appointment and you may have a different type of assessment.

        Can I have somebody with me on my telephone assessment?

        Yes, we encourage you to have someone with you during the assessment. This could be a friend, family member, carer or support worker. They should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion cannot be with you in person, we can add them to the telephone call.

        If your companion will be translating or interpreting for you, they must be over 18, please let us know as soon as possible. 

        What identification do I need to share before my telephone assessment?

        You will be asked security questions over the telephone before the assessment starts.

        I use British Sign Language, how will my telephone assessment be carried out?

        If you are a British Sign Language user, your telephone assessment will take place using our video relay service. The service is free to use, and the interpreters are fully qualified and registered. 

        For more information about what you will need and how to join your assessment visit our Video Relay Page.

        Can I audio record my assessment?

        Yes, you can ask the health professional at the beginning of the assessment for it to be recorded. They will explain to you how the recording will be used and ask for your consent to continue.

        You can ask for the recording to be stopped at any time. Your assessment will continue as normal.
         

        If I ask for my assessment to be recorded, how can I get a copy?

        If you have asked us to record your assessment, after your appointment you will receive a link to your recording by text message or email. You will receive a separate text message with a one-time password. The password will expire after 24 hours and can only be used once to access and download your recording. This is to protect you and the information you provided at your appointment. 

        If you would like a CD copy of the recording, please let the functional assessor know. We will also keep a copy of the recording.

        After your assessment, if you have any difficulties accessing your recording, or need a CD copy, please contact Capita.

        My assessment was recorded but I’d now like to withdraw my consent. How do I do this?

        To withdraw consent after your assessment, please contact Capita.

        Can I request a new link and/or password to access my recording?

        If you would like a new link and password to access your audio recording, please contact us. You can also request a CD copy of the recording.

        How will my recording be used?

        The recording will not be used by DWP to make a decision on your benefit claim. However, the recording may be used to assist with complaint resolution and/or any appeal proceedings.

        How long will my recording be kept for?

        Capita will store a copy of the recording securely and keep it for a period of 24 months. After this, it will be destroyed.

        Video assessments

          What if I have a poor internet connection or the signal drops out?

          Try to re-join the assessment. If you are unable to, or if the connection is still poor, the functional assessor will call you and the assessment will be carried out over the telephone instead. If you lose connection and the functional assessor does not contact you, please get in touch with Capita.

          What do I do if I have technical difficulties when joining the video assessment?

          Please select here to test your device before your assessment. If you have trouble joining on the day of your assessment, please contact us straightaway on 0808 178 8114 (England and Wales).

          What if I cannot complete the movements asked?

          Please let the functional assessor know if you feel unable to carry out any of the movements. You should not do anything that will cause you pain or discomfort.

          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 have somebody with me on my video assessment?

          Yes, we encourage you to have someone with you during the assessment. If your companion cannot be with you in person, we can add them to the video assessment.

          If you would like your companion to be added to the assessment, please let the functional assessor know at the start of your assessment. They will ask you for your companion's telephone number or email address and will send a link for them to join the assessment. Your companion needs to be ready at the time of your appointment.

          It is useful if your companion can test their device before the assessment by selecting this link.

          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.

          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