1st time claimant -Don't know where to start

NeilCr

kingfisherblue wrote: »

JoCha, my mum doesn't like to speak on the phone. Although she doesn't claim ESA, there are occasions when she needs to speak to others. I make the phone call for her, and explain that she is with me. They then ask to speak to her for the security questions, and she gives permission for them to speak to me. She has a practiced phrase, 'My daughter deals with everything for me. Please speak to my daughter'.


So far, we have never had any problem. It's worth practicing what you want to say first, or even writing it down, so that you don't forget through panic or anxiety.

At CAB we quite often have to make calls on behalf of people. As kingfisherblue says as long as the client can get through the security questions there are no problems.

A bit more difficult when the client doesn't remember passwords/answers to questions, though!

elsien

JoCha wrote: »

I must try that too .. it would be a huge load off my mind if my partner could speak on my behalf. I often put off phone calls cos I just don't feel up to making them (I know how that sounds to someone who has not witnessed or experienced it but I am guessing you understand). All the best to you and your husband

Get your husband to start the phone call. He can explain you want him to discuss things on your behalf but you are present to give permission. They will ask to speak to you to check the security questions and that you are indeed giving permission. Then he can carry on with the rest of the call, with you in the room just in case there's any questions/points he needs to check with you. I do this regularly with people in hospital.

PippyLS

Good Morning All,

Will be making the call again shortly re the esa so should i mention pip or not at this stage and if i mention will they pass me to some one else. I'm thinking along the lines of one thing at a time, but if they ask i don't want to say no in case that comes back to me later.

Alice_Holt

I'd take it one stage at a time.
Get ESA sorted, then think about PIP.
Don't conflate the two - the DWP is difficult enough to navigate.