Working the examination: Pre-award examinations: Checking for reasons for failure to supply information
The cases you will examine pre-award will be those identified as very high risk, see CCM4040). The initial decision on the award depends on the outcome of your examination, and no payment will be made to the claimant(s) until you are satisfied that they have an entitlement. Because they have not received any money, claimants are likely to make every effort to provide you with the information you have requested. But there will be occasions when you hear nothing from the claimant(s).
If you have not received a satisfactory response to your request for information within the time specified, you should review the case to see if you can identify any special circumstances (e.g. a known pattern of recurring illness; likelihood that the claimant(s) may be temporarily absent abroad on holiday or visiting relatives) which would prevent the claimant(s) replying.
You need only take reasonable care to ensure you consider any problem the claimant(s) may have in responding; you are not expected to make extraordinary efforts to establish excuses for the claimant’s failure.
If you are satisfied the claimant(s) has been given every opportunity to supply the information see CCM4340.