On our blog earlier this year, we talked about our commitment to improvement, to ensure the part of the ESA process that we deliver is as straightforward as possible for all our customers, especially those who need the most support.
With the majority of the population now online and regularly using the internet as a primary source of information, we are looking to see how we can offer more advice where it is being sought.
We know people often go online to seek advice and answers to any questions they may have about the ESA process. We’ve worked hard to make sure that the Atos Healthcare blog and FAQ are as comprehensive and useful as possible for people at any stage of their claim. However, we’re aware that many people also use online communities, such as MoneySavingExpert.com, to seek information and answers about the process.
We therefore feel that there’s an opportunity for us to be more helpful to customers by making ourselves available on select forums and online communities to answer queries about our process. We’ll be piloting this over the next few weeks to see if we can make a positive difference.
What do we hope to achieve?
A lot of myths and confusion exist around the WCA process, which can often heighten people’s level of concern. By directly publishing responses to queries raised on forums and online communities, we can help to ensure accurate information reaches people.
Naturally, we’ll be transparent about how we go about this. We’ll seek permission to post from site administrators or forum moderators and we’ll clearly signpost who we are when we respond. We can only answer questions about our process, but if there’s a query about a part of the process that we don’t manage, we’ll try to tell you where you can go for help.
In line with our customer charter, we are committed to treating all customers with respect and that means we protect personal information.
If we engage with you online, you needn’t worry about us disclosing any of your personal data; if we can’t answer your question there and then, we’ll ask you to contact us direct so that we to discuss the matter with you confidentially.