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Video Assessment Process - Frequently Asked Questions

You may have questions about Assessment Process. Here are a selection of some commonly asked questions and answers to help you. Simply click on a question to see the answer.

What if I decide I do not want to have a video assessment?

You can opt out of having a video assessment at any time, including once the assessment has started. If you choose to opt out, your assessment will be carried out by telephone and this will not affect your PIP claim. You can also turn your camera off during the assessment if you do not feel comfortable.

What if I cannot complete the movements asked?

Please let the health professional know if you feel unable to carry out any of the movements. You should not do anything that will cause you pain or discomfort.

Can I still have an appointee?

Yes. If you have an appointee, they will need to join the assessment by following the step by step guide. If you cannot be with them in person, we can add you to the video assessment. You and your appointee must be present for the video assessment to go ahead. If either you or your appointee are unable to join, we will conduct a telephone assessment with your appointee

Can someone accompany me on my video assessment?

Yes, we encourage you to have someone with you during the assessment. If your companion cannot be with you in person, we can add them to the video assessment.

If you would like your companion to be added to the assessment, please let the health professional know at the start of your assessment. They will ask you for your companion's telephone number or email address and will send a link for them to join the assessment. Your companion needs to be ready at the time of your appointment.

It is useful if your companion can test their device before the assessment by clicking here.

What if I have a poor internet connection or the signal drops out?

Try to re-join the assessment. If you are unable to, or if the connection is still poor, the health professional will call you and the assessment will be carried out over the telephone instead. If you lose connection and the health professional does not contact you, please get in touch with us.

Can I record my assessment?

You are not permitted to record your video assessment or the health professional. We are also unable to record the video assessment.

How do I know that the health professional is who he/she says they are?

The health professional will connect with you via video from the waiting room at your appointment time. They will tell you their name and explain that they will be carrying out your video assessment.

If you have any concerns that the health professional is not who they say they are, please abandon the call and contact our Enquiry Centre.

  • 0808 178 8114 (England and Wales)
  • 0289 032 9675 (Textphone)
  • 0808 178 8115 (Welsh line)
  • What do I do if I have technical difficulties when joining the video assessment?

    Please click here to test your device before your assessment. If you have trouble joining on the day of your assessment, please contact us straightaway.

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