Why does the Department close an ESA claim if a customer cannot be contacted by telephone?
If a customer is asked to provide further evidence in support of a claim they have one month to provide this. If the evidence is not received within one month at least two further requests for the information will be made. If evidence is not provided within the stipulated one month period consideration will be given to closing the claim. A claim will only be closed if there is insufficient evidence available to make a decision on entitlement to benefit. The same rules apply to customers claiming Incapacity Benefit and Income Support.
Related Questions
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- What opportunities are in place for customers who have difficulty in making a claim to ESA by telephone?
