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Design problem with telephone claims

 

Dan Manville
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Mental health, Wolverhampton CC Welfare Rights

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Hi

This may well be an issue for stakeholders.

As we know; if someone makes a telephone claim they are assigned a contingency email address. They are not given that address and have no access to it.

If that person then loses their log in details, they are asked first for the email address but they can’t provide it.

Catch 22?

     
ClairemHodgson
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Dan Manville - 09 August 2018 11:16 AM

Hi

This may well be an issue for stakeholders.

As we know; if someone makes a telephone claim they are assigned a contingency email address. They are not given that address and have no access to it.

If that person then loses their log in details, they are asked first for the email address but they can’t provide it.

Catch 22?

i should say so!

     
zoeycorker
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oh seriously ? !
just for information because I’ve not had to do this yet - what is the telephone number for UC claims?

     
Dan Manville
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zoeycorker - 10 August 2018 10:19 AM

just for information because I’ve not had to do this yet - what is the telephone number for UC claims?

Dial the usual helpline opt 2 then 6 for “anything else” then stamp your foot and insist they take one. They’re reluctant to. It took me more than 2 hours to get the account set up; the first step in making the claim, earlier this week due to an admin error on their part.

     
Daphne
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Dan Manville - 09 August 2018 11:16 AM

Hi

This may well be an issue for stakeholders.

As we know; if someone makes a telephone claim they are assigned a contingency email address. They are not given that address and have no access to it.

If that person then loses their log in details, they are asked first for the email address but they can’t provide it.

Catch 22?

I’ve sent an email to them…

     
Daphne
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They’ve come back to me and say that the contingency email method should only be used if the person will not be able to manage their claim online and therefore the issue of needing to log on and need the email address should not apply.

Where a person will be able to manage the claim online with support, they should be helped to set up an email address and do the online claim at the jobcentre or other agency.

     
Dan Manville
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Mental health, Wolverhampton CC Welfare Rights

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Daphne - 29 August 2018 04:25 PM

They’ve come back to me and say that the contingency email method should only be used if the person will not be able to manage their claim online and therefore the issue of needing to log on and need the email address should not apply.

Where a person will be able to manage the claim online with support, they should be helped to set up an email address and do the online claim at the jobcentre or other agency.

They’ve made a rod for their own back then.

I went to do a reclaim for someone yesterday who’d failed to attend an ID appointment. During the reclaim process; there was still an active account, it went through the email verifiaction process again. So someone with no support makes a telephone claim, needs to reclaim, finds support but that support can’t assist as they don’t know the contingency email address.

People who’ve made telephone claims are permanently locked out of accessing the online facility unless they create a new account and a new email address. If they are trying to protect appeal rights or keep business going on an old claim that will be difficult.