UC managed migration over phone

rinzz

Would be grateful for any general experiences of managed migration from ESA to UC via phone, not online and for any help with the questions below.

When calling the helpline to claim will the helper ask for evidence as to why the claimant cannot apply online and try to force this route or will they simply start the application process over the phone

If the latter, how long is the call likely to take and what information should the claimant have prepared

As claim is via phone, will the claimant need to attend a dwp appointment in person to proceed when documents are required and forms need signing bearing in mind the claim is a managed migration not a new UC claim

With claim being via phone is no online journal/online account created and if so, will all correspondance be carried out via phone and letter instead

TimeLord1

How are you posting on here currently? Is anything putting you off from claiming online? Just trying to see if I can help you. But regardless, an online account will still be created even if you phone with your details to hand. 

Newcad

I had also noticed that seeming discrepancy / contradiction.

Looking back at the OPs previous posts I get the feeling that they are not claiming or migrating to UC themselves.

The questions being asked seem to be hypothetical.

(Maybe even a new welfare advisors homework.or perhaps someone at a council or Housing Association welfare department trying to get practicsl info?)

@rinzz we often discuss hypothetical situations here, but we do usually make it clear that it's a "what if?" question that we are asking.

TimeLord1

Hi @Newcad I probably should have checked previous posts, but seeing nobody had replied, I was seeing if the OP had an issue. I'm also unaware that anyone that posts here has submitted a claim via phone but know of some that dedicated care workers used the telephone option.

rinzz

Thanks for the replies, attempting to assist a very ill individual unable to complete the online process and hoping it can be both started and completed over the phone before ESA is cut off.

Tried to search for information to help as the only info on dwp website is 'If you cannot claim online, you can claim by phone through the Universal Credit helpline'. Could find no further details or description of claim process via phone compared to claim process via online hence preparation questions in opening post and request for any experiences.

Newcad

Not a problem asking, but maybe a problem answering for most.

By the very nature of an online forum you won't find many telephone only claimants here.

So you are looking for someone who may be helping  telephone only claimant make their initial claim; which is likely to be a "professional" adviser.

It's a process that I know very little about so would just advise to contact an advice service for help to make the telephone claim: https://advicelocal.uk/

8dayweek

The UC Helpline won’t ask for evidence of why you can’t claim online. 

They’ll set up security questions etc then just read out the questions in the UC claim form (exactly the same order as if you done it online, just someone is reading it out and recording your answers). 

Once the UC claim is submitted, it’s not different in any way. Obviously with a phone claim there’s no option to attempt to verify ID online, so the Jobcentre will arrange to try and do an ID check via phone first - and if that fails, the options will be face to face or home visit. 

Each month the UC statement will be posted to the individual, as too will any letters etc. Their phone number will be linked, so if there is something to attend to in their UC account they will get an SMS to prompt them to contact the UC helpline.