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. Come and see us at a service centre or call us on your main payment line within 7 days of your crisis.

  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

    If we ask you to confirm your identity, you’ll need to give us supporting documents. You’ll need to do this at a service centre within 14 days.

    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.


    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: 19 February 2020