Frequently Asked Questions about benefits

When we receive your claim form we will check the information and proof that you have provided. You should hear from us within 14 days.

If we have all the information we need your claim will be processed as quickly as possible and we will write to you with the outcome.

If we need more information we will contact you. You will have one calendar month to provide any additional information requested.

You must tell us straight away if you cannot provide anything requested or if you are unable to by the date given on our request. The quicker you provide the information the quicker we will be able to process your claim.

If you do not provide the information by the date given, or do not contact us to tell us that the information is not available/ there will be a delay, we will not be able to process your claim and we may decide that you do not qualify for benefit. 

When your claim has been processed you can sign up to My Services to view your claim online at any time. You can see how your claim has been worked out, check what payments have been made, when your next payment is due, check any overpayments and view your letters.