PIP telephone assessment: what to expect. Finally Seen

What the telephone assessment is

The PIP telephone assessment is a functional assessment conducted by Capita or Maximus on behalf of DWP. An assessor — usually a nurse, physiotherapist, or occupational therapist — phones you to ask detailed questions about how your condition affects your daily life.

The assessor does not examine you. They read your PIP2 form and evidence, then ask questions to fill in gaps. They write a report with recommended points for each activity. A DWP decision maker uses this report to make the final decision.

The assessment is not a medical examination. It is a test of function. The assessor is not there to diagnose you or treat you. They are there to see whether you can do the 12 PIP activities reliably.

How to prepare

Preparation is the single biggest factor in a successful assessment. Before the call:

Have your PIP2 form in front of you. The assessor will ask about what you wrote. Make sure you remember what you said.
Have your evidence to hand. Clinic letters, medication lists, care plans. You may need to refer to dates or dosages.
Prepare a list of real-life examples. For each activity, have 2–3 specific incidents ready. "Last Tuesday I tried to make toast and burned it because I got distracted."
Find a quiet room. No interruptions. No background noise. Charge your phone.
Have water and medication nearby. The call can last up to 90 minutes. You may need a break.

What questions to expect

The assessor will ask about your conditions, medications, and daily life. They usually follow the order of the PIP2 form. Common questions include:

"Tell me about your conditions and how they affect you."
"Can you prepare and cook a simple meal? Walk me through it."
"How do you wash and dress? Do you use any aids?"
"How do you get to appointments or the shops?"
"Do you live alone? Who helps you?"
"What happens on a bad day?"
"Can you manage your medication?"

The assessor may also ask trick questions designed to catch inconsistencies. "Do you drive?" does not mean you can walk 200 metres — it means you can sit in a car. Be careful not to agree with leading questions that minimise your limitations.

How to answer

The key to answering well is to use the reliability test and descriptor language:

Always describe your worst typical day. Not your best day, not your average day. The assessor will write down what you say.
Use the reliability test. "I can do it, but it takes 45 minutes and I am in bed for the rest of the day." That fails the reasonable time and repeated tests.
Be specific about frequency. "I cannot cook 4 days per week" is better than "I find it hard sometimes."
Do not minimise your condition. British politeness hurts claims. Do not say "I manage" if you need help. Say "I cannot do it without my partner's help."
Do not agree with the assessor's summaries. If the assessor says "So you can walk to the shops?" and you cannot, say "No, I cannot walk to the shops. I take a taxi."

Recording the assessment

You have the right to record the assessment for personal use. You must tell the assessor at the start of the call. You cannot use the recording for commercial purposes or share it publicly.

Use a second phone, a recording app, or a call recording device.
Tell the assessor: "I am recording this call for my personal records."
If the assessor refuses to continue while recording, note their name and report it to DWP. They are not allowed to refuse a personal recording.
Keep the recording safe. It is valuable evidence if you need to appeal.

After the assessment

The assessor writes a report and sends it to DWP. A decision maker reviews the report, your PIP2 form, and your evidence, then makes a decision. You usually receive the decision letter 2–8 weeks after the assessment.

If the decision is not what you expected, you can request mandatory reconsideration. See our PIP mandatory reconsideration guide for the next steps.

If you are unhappy with the assessor's conduct — they were rude, rushed, or ignored your answers — you can complain to Capita or Maximus directly. This does not change the decision, but it goes on record and can help if you appeal.

Frequently asked questions

›Who does PIP telephone assessments?

Capita and Maximus (and previously Atos) conduct PIP assessments on behalf of the DWP. They are private healthcare assessment providers, not DWP employees. The assessor is usually a nurse, physiotherapist, or occupational therapist.

›How long does a PIP telephone assessment take?

Telephone assessments usually last 35–90 minutes, depending on the complexity of your case and how many activities apply. The assessor will ask detailed questions about your daily life.

›Can I record my PIP telephone assessment?

Yes. You have the right to record the assessment for personal use. You must tell the assessor at the start of the call that you are recording. You cannot use the recording for commercial purposes or share it publicly.

›What questions will the assessor ask?

The assessor asks about your conditions, medications, and how your conditions affect each of the 12 PIP activities. Common questions: "Tell me about a typical day," "Can you cook a meal?", "How do you get to appointments?", "What happens on a bad day?"

›Should I answer with my diagnosis or my daily limitations?

Always answer with your daily limitations, using descriptor language. The assessor is not scoring your diagnosis — they are scoring whether you can do the 12 activities reliably. Describe what you cannot do, how often, and what happens when you try.