DVA is committed to making the claims process as fast as possible for the entire veteran community.
To assist us in this and ensure the fastest processing time for veterans, we have asked advocates to ensure that all claims are complete and lodged through MyService.
Lodgement channels
MyService is the go-to platform to carry out claim’s lodgement online. Access details on MyService, including How-To videos and manuals.
The MyOrg front end to MyService supports advocates who require organisation-wide access to claims they have lodged. Access information and user guides for MyOrg.
What does this mean for veterans who wish to lodge their own claim?
Nothing is changing for individual veterans who wish to lodge a claim.
DVA will always provide direct, one on one support to individual veterans to lodge claims in the manner that best suits them, including in person at one of our VAN offices or by email.
What does this mean for advocates who represent veterans?
DVA is providing direct support to all advocates who want assistance to start using MyService.
DVA’s Claims Lodgement Assistance (CLA) program is available to provide support to Ex-Service Organisations (ESOs) and will work alongside the ESO, including help to learn how to lodge through MyService.
Information on how to get assistance or connect with the CLA is available to advocates through their local Deputy Commissioner.
Complete claims
DVA is improving the speed at which each claim can be progressed through earlier advice on the outstanding information required for a claim to be complete and ready for consideration.
Claims are required to be complete to progress to assessment. If a claim is submitted without all required information, DVA will send back prompt advice on what is required to ensure the claim is complete.
The date of lodgement with DVA will still be registered, to ensure veterans have immediate access to support services, including the Provisional Access to Medical Treatment (PAMT) program, as needed.
A complete claim includes:
- A fully completed claim form
- Correct Proof of Identity (POI) that supports the veteran’s circumstances
- A medical diagnosis from a qualified medical practitioner for each condition being claimed.
Medical diagnosis
DVA will continue to assist veterans to pay for their medical diagnosis where this is support is required and regardless how they lodge their claim.
For claims that involve complex conditions without a supporting diagnosis, veterans may be referred to an Independent Medical Examiner. This ensures that only the minimum necessary medical assessments are conducted, at no cost to the veteran, to support their claim.
Importantly, no matter how any veteran chooses to lodge a claim with DVA, or the amount of information provided, DVA will always initially assess if a veteran is in need of crisis support or requiring urgent assistance so that the veteran is appropriately supported, before any further action is taken.