Someone posing as my benefits caseworker wants a video call where I show my ID and bank card - is this normal procedure?
This is not standard procedure and is very likely an identity theft attempt - legitimate caseworkers do not need you to hold up your bank card on camera.
Last reviewed: 5 July 2026
Explanation
This scam has emerged as video calling has become more common for remote appointments. A caller claiming to be your assigned caseworker, sometimes after contacting you out of the blue rather than through a scheduled appointment you initiated, asks to verify your identity via video call by having you hold up your ID document and bank card to the camera. This gives the scammer everything needed to commit identity theft and access your bank account: your face matched to your ID, your card number, and often the security code visible on the back.
Legitimate identity verification for benefits claims is done through secure official channels, such as uploading documents to a verified government portal, visiting an office in person, or through identity verification services integrated into the official application process. A genuine caseworker would never need to see your bank card details on camera during a video call, since your bank details are provided separately through secure, direct account-linking with the agency, not by displaying the physical card.
If you receive a request like this, decline to show your bank card, and verify the caseworker's identity by calling the agency's official number and asking to confirm the appointment and the staff member's name before proceeding with any identity verification.
Common red flags
- Unscheduled or unexpected video call claiming to be from a caseworker
- Requests you hold up your bank card, including the security code, on camera
- Asks for a photo or video of your ID document during an informal-feeling call
- No prior appointment confirmation through your official account or by post
- Caller pressures you to complete the verification immediately
- Unable or unwilling to confirm their identity when you call the agency's official number to check
What to do now
- Decline to show your bank card or its security code on any video call
- Hang up and call the agency's official number to confirm whether the appointment and caseworker are genuine
- Only use the agency's official, secure document upload system for identity verification
- Ask for the caseworker's name and employee reference and verify it independently
- Report the call to the agency's fraud or security team if it turns out to be unauthorized
- Monitor your bank account closely if you already showed your card details
Frequently asked questions
Do genuine caseworkers ever use video calls?
Some agencies do use video appointments, but these are typically scheduled in advance and confirmed through your official account, and never require showing your bank card on camera.
What if they already knew my case details?
Scammers can obtain case details from data breaches, so accurate information alone doesn't confirm they're a genuine caseworker.