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<p>We have seen a decrease in PIP clearance times for new claimants since August 2021 with the latest statistics showing that the average end-to-end journey has reduced from 26 weeks in August 2021 to 15 weeks at the end of July. This means that we’re clearing claims faster than we were prior to the pandemic.</p><p> </p><p>This is because we:</p><ul><li>Are using a blend of phone, video and face-to-face assessments to support customers and deliver a more efficient and user-centred service.</li><li>Have increased case manager and Assessment Provider health professional resource; and</li><li>Are prioritising new claims, whilst safeguarding claimants awaiting award reviews, who have returned their information as required, to ensure their payments continue until their review can be completed.</li></ul><p> </p><p>In addition, the Health Transformation Programme (HTP) is creating a more efficient service and a vastly improved claimant experience, reducing journey times and improving trust in our services and decisions. This transformation includes introducing the option to claim for PIP online.</p><p> </p><p>Our actions to ensure new claimants receive their decision as quickly as possible, when we are receiving unprecedented volumes of new claims, has had an impact on our capacity to process award reviews. To handle any delays, we have introduced processes which allow a certain proportion of award reviews with sufficient and robust evidence to be conducted by Case Managers without referral to an Assessment Provider. In addition, where a claimant reports a change in their needs, whether at any point during their award or at award review, we are prioritising these.</p> |