Claims processing report published
In 2021, DVA commissioned an independent review of the compensation claims-processing system to assist in resolving the current backlog and improving the system for the future.
This was the first detailed and independent, end-to-end examination of DVA’s compensation claims processing and the backlog, conducted by a global management consultancy with expertise in this work.
The review was undertaken in close consultation with DVA, ex-service organisations and other members of the veteran community.
It provided valuable insights and DVA will incorporate a number of the findings and initiatives into its future plans for improving claims management, including 37 initiatives to be addressed, with 11 identified as priority initiatives for implementation.
Initiatives range from more support for veterans submitting claims to more help for medical providers supplying information. Some initiatives require additional resources, funding and/or legislative change, which require Government decisions. The department will work closely with Government on this.
Reducing the claims backlog for veterans is a key priority for the Government and the department.
DVA is committed to the continual improvement of claims processing and delivering timely services to veterans and their families.
The report can be found here: