What Happens at a PIP Phone Assessment?

Most PIP assessments in 2026 are conducted by phone. The call typically lasts 45-90 minutes and covers all 12 PIP activities. Here is exactly what happens and how to prepare.

Before the Call

You will receive a letter with a date and time for your phone assessment. If the date does not work, call the number on the letter to rearrange - do not just ignore it. You can also request a face-to-face or home visit if phone is not suitable for you.

Prepare:

• Have your PIP2 form copy in front of you
• Write notes for each activity - what you cannot do, what help you need
• Have your medication list ready
• Have someone with you if possible - they can add information and prompt you if you forget things
• Have a glass of water nearby
• Sit somewhere quiet with good phone signal

During the Call

The assessor (usually a nurse, physiotherapist or occupational therapist) will:

1. Confirm your identity and explain the process
2. Ask about your conditions and medications
3. Go through each of the 12 PIP activities one by one
4. Ask follow-up questions based on your answers
5. Ask about your typical day

What They Ask for Each Activity

For each activity they typically ask: "Can you do this?" followed by "How do you do it?", "How often do you have difficulty?", "What happens on a bad day?", "Do you need help?", "What help do you get?"

Critical Tips

Describe your worst days, not your best. If you can manage on Monday but cannot function on Tuesday, describe Tuesday. PIP assesses the majority of days.

Never say "I manage" or "I cope." The assessor will write down that you can do it. Say "I cannot do this safely" or "I need help with this."

Don't try to be brave or positive. This is not a job interview. The assessor needs to understand your genuine difficulties. Being stoic will cost you points.

Use PIP language. Say "I cannot do this safely, reliably, repeatedly or in a reasonable time" rather than "I struggle a bit."

Take breaks. If you need a moment, say so. You can ask for a 5-minute break at any time.

Record the call. You have the right to record your assessment. Tell the assessor at the start. This protects you if the report does not match what you said.

How Long Does It Take to Get a Decision After?

Typically 2-6 weeks after the phone assessment. You will usually receive a text first saying a decision has been made, followed by the letter.

The Activities They Almost Always Ask About

While the assessor in theory covers all 12 activities, certain questions reliably appear. Be ready for these:

• "Can you cook a simple meal from raw ingredients on a hob?" Not microwave food. Activity 1 hinges on this exact question. If you cannot stand long enough, lift a pan safely or remember the steps in order, say so.
• "Can you wash and dry yourself in a bath or shower?" Note: "in a bath" is the test - climbing in and out is part of the activity. If you cannot get in a bath, you cannot bathe even if you can shower.
• "How do you manage your medication?" Total weekly time across all medications, who reminds you, who orders prescriptions, what side effects you manage.
• "Can you read this paragraph?" (telephone equivalent: "do you read newspapers / books / instructions on labels?") Activity 8 - assesses whether you need aids for reading.
• "How far can you walk before you have to stop?" Activity 12 - quantify in metres and describe the recovery time, not just the maximum distance.
• "Do you go out on your own?" Activity 11 - cover both the planning and the actual following of routes. Different descriptors cover psychological distress vs cognitive inability.
• "Tell me about a typical day." This is the trap. Many claimants describe their best day or skip over difficult parts. Walk through morning-to-night including bad days.

Reasonable Adjustments You Can Request

The DWP and the assessment providers (Maximus, Capita, Ingeus, Serco) must provide reasonable adjustments under the Equality Act 2010. You can request:

• A different format - phone instead of video, video instead of phone, home visit, written-only assessment in some circumstances
• A specific time of day - if your medication causes morning drowsiness or your condition is worse at certain times
• BSL interpreter, lip-speaker or speech-to-text reporter for deaf or hard of hearing claimants
• An interpreter for languages other than English (Welsh is automatic in Wales)
• A break midway if you have stamina or concentration limits - ask at the start so they know
• A companion present - friend, family member, advocate or interpreter - they can speak on your behalf if needed
• Recording the call - you have a legal right to record, but you must inform the assessor at the start

Request adjustments as early as possible. The number to call is on your appointment letter, or use 0800 121 4433.

Common Phone Assessment Traps

• "You came across well on the phone." Assessors note things like fluency, recall and emotional tone. If you have anxiety, autism or learning disability, the effort of staying composed for an hour is huge. Tell them this is exhausting and that you will need a long recovery period afterwards.
• "You answered the phone yourself." Some reports note that the claimant "made the call themselves" as evidence of capacity. The reality is that the assessment provider calls you - you just answer. If a family member set up the phone or dialled, say so.
• "You did not appear distressed." Phone calls hide most signs of distress. If you cried, shook or were physically overwhelmed during the call, say so - and ideally have someone there as a witness.
• "You drove yourself to the assessment." Not applicable for phone, but check the report - some templates have this default field that gets ticked even when irrelevant.
• "You used good eye contact." Pure fabrication on a phone call. If you see this in your PA4 report, that is a flag the report was templated.

What to Do Immediately After the Call

1. Write down everything you remember saying. Include questions the assessor asked and your answers. Note the start and end time.
2. Note any "observations" the assessor made that you could see were wrong (e.g. they said "you sounded relaxed" when you were having a panic attack).
3. If you recorded the call, save the file and email yourself a backup.
4. Request a copy of the PA4 assessment report once you receive your decision letter. Call 0800 121 4433 and ask.
5. If the decision is unfavourable, you have one month from the decision letter to request a Mandatory Reconsideration. The PA4 report is essential evidence for the MR.

Frequently Asked Questions

Can I ask for a face-to-face assessment instead of phone?

Yes. You can request a face-to-face assessment if phone is unsuitable - for example because of hearing problems, communication difficulties, learning disability or because you find phone calls extremely stressful. Call the number on your appointment letter to request a change.

What if I miss the call?

The assessor will usually try once or twice more during the slot. If they cannot reach you, the appointment counts as missed. You will receive a letter giving you 14 days to provide a good reason for missing it. If you do not, your claim can be closed. Always answer numbers you do not recognise on assessment days.

Should I have someone with me during the call?

Yes if possible. A family member, friend, advocate or carer can prompt you when you forget things and can speak on your behalf if you give them permission at the start. They can also be a witness to what was said.

Will the assessor have my medical records?

Not automatically. They have your PIP2 form and whatever evidence you submitted with it. The DWP can request GP or hospital records but often does not. Assume the assessor knows only what is in your form - so be thorough on the form itself.

Can the assessor make a diagnosis?

No. They are functional assessors, not your treating clinicians. They cannot diagnose, prescribe or recommend treatment. Their job is to score the 12 PIP activities. If they say "you do not look depressed to me," that is not a clinical opinion - it is irrelevant.

What if I cannot understand the assessor's questions?

Ask them to repeat or rephrase. There is no penalty for asking. If communication is consistently difficult because of your condition (cognitive impairment, learning disability, autism, anxiety), that itself is evidence and should be noted.

Do I have to answer every question?

You should try - skipping questions can be interpreted as inability to engage. But you do not have to elaborate beyond what is asked. If you do not know the answer, say "I do not know" rather than guessing. If a question is irrelevant to your condition, say so.