Processing times for claims
Clients are experiencing long wait times. Learn why this is happening and what you can do to reduce your wait time.
We are very sorry for the current delays in resolving claims for entitlements.
Average processing times for claims
The table below shows the average time it takes to process claims.
This is based on the claims decided between 1 January and 30 June 2023.
| Types of claims* | Average number of days to process claim |
| Disablement Pension | 324 |
| Funeral Expenses | 68 |
| Independence Allowance | 328 |
| Permanent Impairment Lump Sum | 154 |
| Surviving Spouse or Partner Pension | 66 |
| Weekly Compensation | 80 |
*This table includes over 90% of the entitlements that we administer.
Why processing times vary
Some claims, like those related to hearing loss or funeral expenses, are relatively simple and normally processed quickly.
However, more complicated claims take longer 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 a long time.
For example, 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.
The reasons for the waiting times
- The number of claims we have received from veterans has increased.
- We have not been able to increase our staff capacity to match the increased volume of claims.
- Due to ongoing pressures on the health system, it is taking longer to get the medical information we need to assess and decide on claims.
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.
Tip: 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. This will delay your claim.
Please contact us if you’re not sure what documents you need to support your claim.
What we're doing to reduce processing times
We are:
- recruiting and training more staff
- improving our processes
- upgrading our claim management system
- reprioritising claims where appropriate
- checking all claims as they are received to identify and follow up on any missing information.
Priority for handling all claims
Claims are given the highest priority when:
- a veteran has a terminal illness
- a veteran has mental health issues
- a client is experiencing financial hardship.
Please tell us if your health or financial circumstances change significantly while waiting for a decision on your claim.
Information about claims
- Processing times for claims
- How to make a claim
- What to expect after you have made a claim