Poor Claims Communication and Delayed Feedback on PPS Claim

We are disappointed with the inconsistent and unclear communication received regarding our client’s PPS Sickness Benefit Claim.

The claim was submitted on 6 May 2026, and an automated acknowledgement of receipt was received from PPS.

Following a lack of further feedback, we contacted PPS telephonically on the morning of 20 May 2026 to follow up on the status of the claim. During this call, we were advised by Consultant Thami (Call Reference: WF0394339) that feedback on the claim should be available by close of business on the same day. Based on this information, we updated the member accordingly.

However, upon following up again later the same afternoon (20/05), we were then advised by another PPS consultant that feedback would only be available on 25 May 2026, being seven working days from 15 May 2026, which was apparently the date of the last email communication sent directly to the member.

It is deeply concerning that two materially different turnaround expectations were communicated by PPS representatives within the same day. This creates unnecessary confusion and frustration for both the member and ourselves as advisers, particularly where clients are relying on accurate feedback during what is often a stressful and financially vulnerable period.

Our client remains without meaningful feedback regarding the status of their claim, and we are unable to confidently manage expectations due to the inconsistent communication received from PPS.

Experiences of this nature unfortunately impact member confidence in the PPS claims process and the organization's ability to provide clear and reliable service when members require support the most.

We respectfully request that PPS urgently review and expedite this matter, and provide accurate feedback together with clear and consistent turnaround timeframes to prevent any further frustration or uncer*****y for the member.