Claiming PIP a significant source of anxiety finds DWP

The research found that anxiety is experienced in diverse ways, with many participants describing a feeling of “overwhelm,” while a few reported experiencing “manic” episodes, while anxiety often manifests in physical symptoms such as palpitations, rapid breathing, and difficulty sleeping.

Common triggers for feelings of anxiety can include crowds and social interactions, formal interviews, changes in routine, loss of control, reflecting on past trauma, managing information, and specific activities that require individuals to step out of their comfort zone.

Many participants in the study reported “anticipatory anxiety,” experiencing anxiety weeks before a stressful event or activity.

The study found that PIP claims journey itself is a significant source of anxiety, as it involves many of these common triggers. Several stages in the process were particularly anxiety-inducing:

• Starting a claim: Uncertainty about eligibility and the process, as well as the prospect of speaking to an unfamiliar person on the phone, can trigger anxiety.
• Completing the PIP application form (PIP2): The form’s length, complexity, and seemingly irrelevant questions, particularly those focused on mobility, cause stress. Participants expressed concerns about providing sufficient evidence, particularly for mental health conditions. Additionally, reflecting on traumatic experiences can be re-traumatising.
• The assessment: The prospect of being judged by an assessor who is unfamiliar with their condition, the possibility of not being believed, and uncertainty about the assessment format and timing all contribute to anxiety.
• Receiving a decision: While receiving a full award was met with relief, partial or nil awards often left applicants feeling disappointed and frustrated, particularly if they felt misunderstood or misrepresented. The research suggests a number of ways in which the PIP claims process, or support around the process, might be adapted to reduce anxiety, including:
• providing clear and accessible information about the process in various formats, including visual walkthroughs.
• raising awareness of flexibility in the application process, such as choice of the channel, date, and time of the assessment.
• recognising the importance of emotional and practical support by connecting applicants with support networks and facilitating access to support.
• implementing an online claim management system to enable applicants to track their claim’s progress and understand next steps. This might include access to a case manager for the most vulnerable.
• improving the communication of decisions by providing more transparency in the decision-making process and modifying the language used in decision letters to be less formal.

The DWP research report Understanding PIP applicant experiences: The experience of applicants with anxiety is available from gov.uk.

We have a page dedicated to different factsheets and guides to help you navigate the social security system, with information on PIP, Universal Credit, Work Capability Assessment and more. We know recent news is making applying for the support you need even more daunting, and we want to be there to help you.