Confused You Will Be

As far as I can see, when initiating a claim for UC [ref. ‘Your Claim Journey’] a claim can only be made face-to-face in ‘exceptional circumstances’ and no help line is given to assist those in difficulty.

I assume people will be led a merry dance if they try to ask for anything other than an online application.

You then reach the point where you have made your claim, and suddenly any questions or changes of circs will NOT be dealt with online, but by phone or face-to-face. And there is then the offer of a telephone helpline.

I sort-of knew all this, but I am at the point where I have to start to put it in plain language for public information.

It looks potty.

As I see it, in principle, everything’s online. In practice, the IT can’t support that yet, so the online management of the claim will come later. Online to start, business as usual to follow.

Agreed: it just looks very, very silly.

I bet we’ll see UC1s all drawn out with a pencil and ruler…