How claims are decided
Decision makers from a Disability Benefit Centre or the Disability Contact and Processing Unit will deal with your claim. [Legislation (7)]
When they consider your claim they will use the information on the completed claim form to see if you are entitled to AA. To be entitled you must satisfy the age conditions, the conditions about where you live and the care conditions.
They may decide that they need more information to make a decision on your claim. If this happens they will ask for extra information. They may obtain this in a variety of different ways. For example, in some cases they may contact someone who they think can provide relevant information. This could be a person you have told us about on your claim form. If they need more information from someone other than a person you told us about on your claim form or a doctor acting for the Department they will get in touch with you to get your permission before they contact this person, unless you have already given your consent on your claim form. In some cases a doctor may be asked to examine you.
The decision on your claim
When we have reached a decision on your claim you will be told about it in a letter. This will explain what decision has been reached and how it has been made. [Legislation (8)]
If your claim is successful the letter will also give you more information on the amount of benefit you will receive each week, the length of time you will receive this, and other help you can get. If your claim is unsuccessful you will be told about the decision and any other help you may be able to get.
You may think that the decision made on your claim for AA is wrong. This may be because your claim is unsuccessful or because you think you should be paid at a different rate or get AA for a longer time. The letter will tell you about your right to ask for the decision to be looked at again or to appeal.
The period of payment
You may get AA for either a fixed period or for an open-ended period. [Legislation (9)]
If you get it for a fixed period this may be for months or for a few years. The letter with the decision on your claim tells you the date payment of your AA starts and the date it ends. We will be in touch with you before it ends to see if you want to make another claim.
If you get AA for an open-ended period, the letter with the decision on your claim will tell you the date payment of your AA starts.
All awards of AA are subject to review and may be affected by a change in your circumstances.
Method of payment
We normally pay AA directly into an account. This is the safest way to pay you and lets you choose how and when you get your money. You can use a bank, building society or other account provider. Most accounts allow you to make savings on some of your bills by paying them by Direct Debit. You may be able to use a cash machine, which will usually mean you can get your money at any time of the day or night. Most of these machines can be used for free, but some of them may charge you to take your money out. If so, you will be warned by a message on the screen. This will give you the opportunity to cancel your transaction without being charged. There are arrangements with some banks and building societies to let you collect cash from many of their accounts over the counter at post offices. For more information on the types of accounts available, please read the notes on the claim form or contact your local Jobcentre Plus office or The Pension Service.
If you are getting another social security benefit (for example, State Pension, Incapacity Benefit or a bereavement benefit), you will normally have your AA paid with that other benefit.
If you change your account details, contact us straight away.