Pip telephone assessment autism

I really need some help,
After a distressing phone call a few months ago I learned that I needed to make a new claim for PIP. After being diagnosed with autism about 3 years ago, I started a claim for PIP which was finally awarded after a tribunal over a year later. I had no idea that after the award (3 years) I would have to start a claim completely from scratch. I had assumed it would be a renewal like the ESA which I have been receiving for about 10 years.
My mother speaks on the phone for me, I cannot make phone calls, I find it extremely distressing even having to confirm my name and that my mother can speak on my behalf.
The phone call my mother made, I assumed to be to request a renewal form, ended up being an hour ‘torture’ with someone working from home with no understanding of autism, we could not work out how to put the phone on loud speaker , so I kept being passed the phone after every sentence to confirm I understood and agreed with what my mother was saying. Meanwhile I was having a full-on panic attack, which my mother explained and was told to “calm me down and put me on the phone”. after this ordeal we received the new pip claim form which we filled in detailing all my difficulties and how they were the same/worse since the last claim. And also how I cannot use the phone, as this is part of my disability.
Today I received the standard letter from capita telling me I have a telephone appointment. They have completely disregarded anything I wrote.
I CANNOT USE THE PHONE!
I have no idea what to do, I feel like just giving up the claim, but the recognition that I need help and deserve it has really helped me over the past couple of years.

Thank you very much for this advise

Dear El123, just to say I do feel for you as my husband has Asperger's and will let the phone ring till the answerphone cuts in even if he is sitting next to it, as he finds it very difficult. If you and your mother are compiling evidence for your new application, here are some tips from a fellow traveller to add to the Mods excellent comments. It could be worth asking your GP or other medical professional for a letter that specifically states that the phone causes you 'overwhelming Psychological Distress'. These for the 'DWP rulebook' are much more significant than other words that might mean the same, that's why BIS mentioned them.
Another thing which was helpful with out daughter's third claim [like you, the full works as she had won at tribunal]. As soon as it is two days from an assessment whether phone or paper based, have your mother call to request the assessment report [PA4]. You can then go through it and note all inaccuracies and omissions. If these are significant, write to DWP ASAP to point them out referencing your evidence docs for each thing. This may lead the Decision Maker to a better outcome and perhaps save you having to go to Tribunal again.
Very best wishes, Denby

I would like to update you on my claim.
I have been awarded standard level daily living (what I had before) and enhanced rate mobility - from standard previously.

I would like to thank you for the help, and advice I have received through this website.

After posting on the forum I arranged for my mother to ring the CAPITA as advised, she was told that I needed to ring the DWP. After finally getting through she basically told that if I can managed my own finances then there was nothing they could do. I know this was probably wrong, but after discussing it we decided really I cannot manage my own finances - I can do banking online, but would not be able to do anything more advanced e.g. going into a branch etc. And therefor I think it would be appropriate for my mother to be my appointee.
This was set up easily over the phone due to the covid situation.
I believe that this has really helped my claim - I think in the past my claims for PIP and ESA have not been awarded initially because I have attended the assessment - albeit with my mother and causing me ‘overwhelming psychological distress’.
The telephone assessment went well, I was listening to what my mother was saying, not actively in the conversation. She answered completely honestly, and the assessor lady seemed very friendly and even empathetic when my mother related some of my experiences. She seemed to focus on mobility issues, which we found a bit strange as we were not expecting for this to be the main part of the award.
After the assessment we were pleased with how it went, but knew this was probably not a reflection on what would be reported - from past experience.

Then we were very surprised this week to receive the award.
I think it is important fact that I have been awarded the higher level of mobility -
It was decided that I cannot travel to familiar places without another person without causing ‘significant psychological distress’ although i was surprised by this initially, thinking about it, and the many experiences we related on paper and in the assessment, this statement is actually true.
I am pleased that finally conditions such as my own are being seen as needing help in these areas.

This award will really help me and my family as we are thinking about getting a mobility car which will aid my ‘independance’ although I cannot drive myself, it will be good for my family to help me.