How to claim

Complete the following steps to claim Crisis Payment. Check if you can get it first by calling your main payment line, within 7 days of your crisis.

Steps to claim Crisis Payment

  1. Visiting a service centre

    1. Get ready to claim

    You can claim Crisis Payment if you’re experiencing difficult or extreme circumstances. You must call us within 7 days of your crisis to see if you’re eligible. If you’re experiencing family and domestic violence you may not need to complete a form. Call us on your main payment line or go to a service centre within 7 days of your crisis.

    When claiming Crisis Payment – National Health Emergency (COVID-19), contact us within 14 days of entering quarantine or self-isolation.

  2. Gather Documents

    2. Get your documents ready to claim

    Download and complete the claim form for your situation:

    If you don’t have access to a printer

    To ask for a printed form either:

  3. Claim online

    3. Make your claim

    You need to give us both:

    • your claim form
    • any other documents we’ve asked for.

    You can do this online, by post or at a service centre.

    Supporting documents

    We may ask you to give us more documents to support your claim. If you can’t give them to us straight away, you can still submit the claim.

    You then have 14 days to give us the documents.

    Claiming Crisis Payment – National Health Emergency (COVID-19)

    You don’t need any supporting documents to get this payment unless you’re asked to confirm your identity.


    4. Wait for the results

    We’ll let you know the result of your claim. We'll send a letter to either your:

    If you don't get electronic letters, we'll send you a letter in the mail.

    If we need more details we’ll ask you for them.

    We’ll tell you all of the following:

    • if we accept your claim
    • when we will pay you
    • how much you'll get.

    You have the right to appeal our decision. Read about reviews and appeals.

Page last updated: 11 May 2020