Published 4 June 2026
IBCA sets up a specialist team to collect medical documents on behalf of people claiming to improve the service based on community feedback and internal learnings.
When we start a claim, we ask for medical documents that show you or the person you represent have been diagnosed with HIV, Hepatitis C or Hepatitis B. For example, a letter from your GP or notice of a positive test result. We know that many people claiming do not have this information, and our claim managers are here to help with collecting the documents you might need.
Some healthcare providers found it challenging when different IBCA colleagues contacted them, or where requests arrived in different ways. This slowed the process down for some claims, as providers didn’t know which requests to prioritise and had to speak to a specific claim manager.
To make things quicker, we have set up a specialist team at IBCA that works alongside claim managers, and collects these documents directly from the NHS and healthcare providers. This makes it easier for healthcare providers to respond to our requests for medical information. Setting up this team is one of the ways we’ve improved our claim service based on your feedback and our testing.
How the team supports claims
Jennifer joined IBCA in March 2025 and leads the team. She said:
“It’s good to see how we’re learning from claims in action as we set up this team. I’ve heard from claim managers that they’re getting requests for information from the NHS back more quickly, which means fewer delays and a smoother experience for people claiming compensation."
Other improvements include:
- each NHS trust now has a dedicated member of the team they communicate with at IBCA so they are replying to one person who understands how best to work together
- we are improving our information request form so healthcare providers receive requests in a consistent way which makes it quicker for them to reply
- we established a working group with the NHS to establish better ways of working and agree response times for information requests
Find out more about preparing to make a claim.