Preparing to make a claim
When we contact you
Understand what happens when a claim manager contacts you to prepare a claim and what you can do before we contact you.
Before you can start a claim, a claim manager will ask you to:
- confirm your identity
- share documents showing your infection or circumstances
Confirm your identity
A passport or driving licence are the quickest and most secure ways to confirm your identity.
Do not worry if you do not have a passport or driving licence, a claim manager will help you confirm your identity another way.
Confirm the infection and your circumstances
Depending on your circumstances, we'll ask you for different documents.
If you're infected, we'll ask you to share medical documents that show you've been diagnosed with HIV, Hepatitis C or Hepatitis B. For example, a letter from your GP or notice of a positive test result.
If you're claiming on behalf of someone who has died, or if you're a partner, child, parent, sibling or carer of an infected person, we may need different information to confirm the claim. We are working to understand what information we may need at this stage of your claim. We will update this guidance as soon as it is agreed.
Things you can do before we contact you
There are some things you can do now to make the process quicker and easier when we contact you.
You do not need to send us your documents yet. A claim manager will tell you what to share and how to send it when it's time to start preparing to make a claim.
Get your documents ready
Getting your documents ready now can help things move faster once a claim manager contacts you.
Depending on your circumstances, we'll ask you for different documents but it might include things like:
- a valid passport
- a valid driving licence
- a letter from your GP
- a notice of a positive test results
- birth, marriage or death certificates
We'll tell you how to send your documents safely when we're ready to start your checks.
Setting up GOV.UK One Login
When it's time for you to prepare to make a claim, a claim manager will contact you to confirm your identity with GOV.UK One Login.
You will not be able to confirm your identity with IBCA until we ask you to but you can create a GOV.UK One Login account if you do not already have one.
You'll need an email address to do this.
You can ask someone you know and trust to help you if you do not feel comfortable using GOV.UK One Login by yourself. You can also use someone else's smartphone if you do not have one.
If we cannot use One Login, we'll help you confirm your identity another way. A claim manager will contact you to help with this when your claim begins.