Improving Claims Process
- VA continues to face long-standing problems with large pending claims inventories, lengthy processing times, and concerns about decision accuracy and consistency.
- Factors that contribute to this situation include significant growth in the number of disability claims filed, an increase in the number of conditions per claim, legislation that has increased eligibility, and staffing.
- VA's claims-processing staff is increasing rapidly, which could pose human capital challenges.
- VA and DOD are piloting a joint disability evaluation process, which could provide some veterans with more timely VA disability benefits, but the agencies face challenges in implementing any joint process on a large scale.
^ Back to topWhat Needs to Be Done
- VA should continue to improve its disability claims processing by ensuring timely, accurate, and consistent claims decisions by undertaking a comprehensive review of the Veterans Benefits Administration’s field structure for processing disability compensation and pension claims. This review needs to address staff deployment, opportunities for consolidating disability compensation and pension claims processing, and human capital and real property issues.
Highlights of GAO-06-149 (PDF)
- DOD and VA need to develop complete plans and criteria, including appropriate performance measures, to evaluate the pilot's success and guide potential large-scale expansion decisions. DOD and VA also need to sustain collaborative executive focus on the pilot and retain knowledgeable staff to ensure that the pilot evaluation and any expansion are done successfully.
Highlights of GAO-08-1137 (PDF)
^ Back to topKey Reports
- Military Disability System: Increased Supports for Servicemembers and Better Pilot Planning Could Improve the Disability Evaluation Process
- GAO-08-1137, September 24, 2008
- Summary (HTML) Highlights Page (PDF) Full Report (PDF, 54 pages) Accessible Text Recommendations (HTML)
- Veterans' Disability Benefits: Claims Processing Challenges Persist, while VA Continues to Take Steps to Address Them
- GAO-08-473T, February 14, 2008
- Summary (HTML) Highlights Page (PDF) Full Report (PDF, 18 pages) Accessible Text
- Veterans' Benefits: Further Changes in VBA's Field Office Structure Could Help Improve Disability Claims Processing
- GAO-06-149, December 9, 2005
- Summary (HTML) Highlights Page (PDF) Full Report (PDF, 22 pages) Accessible Text Recommendations (HTML)
