Streamlining compensation claims processing
DVA is committed to making the claims process as fast as possible for the entire veteran community. To support this, we have asked advocates to ensure that all claims are completed and lodged through MyService.
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 Veterans’ Access Network offices or by email.
DVA is providing direct support to all advocates who are starting to use MyService. If you are part of an organisation that represents multiple clients, please register through MyOrg.
DVA’s Claims Lodgement Assistance (CLA) team is also available to provide support to ex-service organisations (ESOs). If needed, the CLA team will work alongside the ESO during the claim lodgement process to help them learn how to use MyService.
Advocates requiring assistance can reach out to the CLA through their state/territory Deputy Commissioner.
Complete claims are key to faster processing
Claims must be complete to progress to assessment. If a claim is submitted without all the required information, DVA will send back advice on what is required to ensure the claim is complete.
If a lodged claim is incomplete, the date of lodgement with DVA will still be registered. This will ensure veterans have immediate access to support services, including the Provisional Access to Medical Treatment program, as needed.
A complete claim includes:
- a fully completed claim form
- correct Proof of Identity that supports the veteran’s circumstances
- a medical diagnosis from a qualified medical practitioner for each condition being claimed.
DVA will continue to assist veterans to pay for their medical diagnosis where this is required and regardless of how they lodge their claim.
If a claim involves complex conditions without a supporting diagnosis, the veteran may be referred to an Independent Medical Examiner. This will ensure 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 crisis supports or urgent assistance are needed to ensure the veteran is appropriately supported, before any further action is taken.