How we'll work with you

Our case management approach

We may assign a case manager to you, depending on the type of support that you require and the complexity of your needs. 

They'll help you with your application process and provide you with advice on other services you may be able to get. 

They'll also discuss with you any treatment or rehabilitation you may need if it's relevant to your circumstances.

When you will have a case manager

If you're receiving an entitlement or rehabilitation from us, you'll most likely be assigned a case manager.

Who you'll work with

Enquiry Line

Our Enquiry Line will be the first point of contact when you ring or email us.

They're able to:

• answer most questions you have for us
• explain the support available
• help you apply for more support.

Case managers

If you have a case manager they'll be the main point of contact between you and Veterans' Affairs.

They're able to:

• talk to organisations on your behalf or help you to do so
• arrange for treatment
• facilitate services and support to be put in place
• support you in making further claims.

If you want, your family or whānau can also be involved in talking with your case manager.

Case management hours are 9:00am to 4:00pm.

If you're unhappy with your case manager it's important you let them know. If you don't feel comfortable in doing this, then you can ask to speak to their Team Leader.

Your Plan

A 'Your Plan' provides a path for the services and support you get from us. It will be created when you're going to be getting ongoing support from us.

Your case manager will assist you during the creation of a 'Your Plan'. You'll be able to discuss it with them and possibly make changes to suit your circumstances before you accept or decline it.

Reimbursement for the treatment of accepted conditions

If you have an accepted condition, we will cover your medical expenses and any diagnostic charges that you incur for the treatment of your accepted condition.

Some medical expenses are automatically approved, but others require pre-approval before we will reimburse you.

Costs that are automatically approved

The following costs are approved automatically for your accepted condition:

• doctor visits
• medicines for approved treatment if on PHARMAC's list of subsidised medicines
• diagnostic x-rays and scans up to NZD$1,000 each, if linked to approved treatment. All MRIs need pre-approval.

Costs that required pre-approval

However, you must seek pre-approval for these costs:

• specialist treatment
• pharmaceuticals not on the PHARMAC list, and
• diagnostic x-rays and scans over $1,000.

Without pre-approval, we won't pay or contribute towards these costs.

Any other costs must be pre-approved except in an emergency situation when you:

• can’t reasonably seek and get pre-approval, and
• can’t get the treatment through the public health system.

You can seek pre-approval through your case manager.