Keeping you up to date with claims processing information
DVA is committed to providing the veteran community with information on claims processing to provide greater transparency on our progress in addressing the claims backlog. So, each month the department will publish information on processing times on the DVA website – see dva.gov. au/claim-processing. This data includes claims lodged and claims determined as well as average claims-processing timeframes.*
Wait times for processing claims vary according to the type of claim submitted and individual claim complexity.
Over recent years, we have seen a doubling of claims received by the department. Presently, for some claim types, we are receiving more claims each month than we are deciding. However, with additional resourcing we should see this turn around as we are able to process more claims. We are also implementing processes to ensure claims are actioned as quickly as possible once they are allocated to a decision-maker.
You can assist with the processing of your claim by providing all required information when you lodge your claim. This includes medical evidence with a diagnosis of your condition and a statement as to how your condition is related to your service. Providing these documents upfront can save time later.
For a list of useful documents to support your claim, please visit ‘Making a claim for a service- related condition’ page on the DVA website.
There are a range of services and supports available to you while you are waiting for a claim to be processed. These include:
- Provisional Access to Medical Treatment
- Non-liability Health Care
- Veteran Payment (while we assess your claim for a mental health condition)
- 24/7 access to Open Arms – Veterans & Families Counselling – 1800 011 046.
*The published processing times on the website is the average for all of the claims decided in the period indicated. It is not a maximum processing time.