Update on processing times for claims

Veterans’ Affairs has been able to reduce the backlog of claims waiting on decisions, but we acknowledge that we have more to do.

We are sorry for these delays and will continue to focus on completing these claims, and we will continue to enhance our systems to improve the processing times.

Between 1 January and 30 June 2023:
• 1,046 claims processed
• 1,436 new claims received

Why processing times vary

Some claims, like those related to hearing loss or funeral expenses, are relatively simple and are generally processed quickly. However, more complicated claims take longer for us to process. Those claims might:

• include complex conditions

• need further information from medical specialists.

The average time that it takes to obtain the additional information required for a claim is currently 168 days.

Requesting information from health specialists can take some time

Some examples include:

• Information requested from an Optometrist on 1 September 2022 was received on 15 February 2023 (167 days).

• An Orthopaedic Specialist was asked for more information on 13 October 2022, and that was received on
  2 May 2023 (201 days).

• Another request to an Orthopaedic Specialist took 164 days before they got back to us.

How you can reduce your wait time

The most effective step that you can take to shorten the processing time for your claim is to provide all the information that we require when you send in your claim.

This means:

• having your GP or specialist confirm your diagnosis

• sending us all the documents we ask for on the claim form.

Use the checklist on the claim form
to see what steps to take and what documents to include. If we don’t
have everything we need to process your claim, we will have to ask you or your GP or specialist for the missing information. Please contact us if you’re not sure what documents you need to support your claim.

For more information about processing times and help to complete a claim please have a look at our website: www.veteransaffairs.mil.nz/processing-times