Making a successful claim

CORONAVIRUS: During the Coronavirus outbreak you do not need to call to book your New Claim Interview or ID Interview – the DWP will call you, usually within days of you claiming. The call should be from the number 0800 232 635. Please note, there are scams preying on people, so do not share information if you’re not sure the call is from DWP. If you are in any doubt, please ask the caller to add some specific words onto your journal, so you can be sure it is the DWP.

What happens after I claim online?

After you’ve made your claim there is still a lot to do to ensure your claim is successful and you get paid.

Once you’ve made your claim you will need to:

  • Book the appointment for your ‘new claim interview’ yourself by ringing 0800 328 5644.

  • You must take all the evidence and documents you have been asked to provide. If you can’t, you must let the Job Centre know why.

  • If you weren’t able to get your ID verified online, then you will need to book and attend an ID interview.

  • Regularly check your ‘to-do’ list and journal to see if you have any outstanding actions or messages from your work coach.

If you are claiming as a couple, you will both need to do the above separately.

IMPORTANT: If you do not book or attend the new claim interview appointment when required, your claim may be cancelled.

What happens at the new claim interview?

At your new claim interview, your personal ‘Work Coach’ will talk to you about what you need to do to receive Universal Credit. They will confirm whether you are expected to prepare for and/or look for, work.

They will help you draw up a detailed ‘Claimant Commitment’ which sets out what actions you must take to prepare for/look for work. It will explain what will happen if you don’t keep to the terms of your Claimant Commitment.

They will also look at any evidence you have been asked to provide and may ask further questions to make sure the information they have about you and your situation is correct.

Make sure you tell the Work Coach about anything that might cause a problem for you in taking some sort of work.  For example, tell them if you have a bad back or if you have difficulty reading or writing. Make sure the Claimant Commitment is something you can keep to.

See What is the Claimant Commitment for more information.

IMPORTANT: If you (and your partner if you have one) don’t sign the Claimant Commitment/s, you won’t get any Universal Credit.

See the flowchart below which maps out a claimant’s Universal Credit claiming ‘journey’.