An open apology on claims delays

As the Secretary of DVA, I want to apologise for the delays veterans have experienced after lodging claims. I recognise the delays in finalising a claim can be distressing and create uncertainty. We recognise that too many veterans have been waiting too long for an outcome on their claim. I want to assure veterans and their families that improving the time taken to process a claim is a key priority for the Department of Veterans’ Affairs. 

DVA is appreciative of the additional resources we have received which have enabled us to do more. DVA has recruited and trained more staff, improved its forms and processes, made it easier to submit and track a claim online using MyService, and implemented systems to highlight any missing information so when claims are lodged they are ready for assessment. This is assisting us to process claims as quickly as possible so veterans get the support they need sooner. 

You may have heard DVA has recently cleared the backlog of claims that had yet to be allocated to a DVA officer for processing. With the claims allocation backlog addressed, we are now able to focus even more effort on processing outstanding claims as quickly as possible, and reducing the amount of time it takes for a determination to be made on all claims. 

DVA is aiming to allocate new claims (Initial Liability, Incapacity, and Permanent Impairment) to a DVA Claims Delegate or a Claims Support Officer within two weeks of receipt. We are determined to ensure that all new claims move swiftly from initial lodgement to active processing. 

Claims processing times can vary depending on the type of claim and its complexity. If you have an outstanding claim and haven’t heard from DVA recently, and you have nominated a representative to act on your behalf, please contact them to see what information they have received. You can also view the progress of your claim through MyService. 

We recognise that regular communication can alleviate uncertainty throughout the claims process and help to improve your DVA experience. If this has not been your experience or you have any other questions, please let us know by contacting 1800 VETERAN or through our website.

Yours sincerely, 

Alison Frame  
Secretary  
Department of Veterans’ Affairs