Kiosks return in wake of Veteran complaints about online travel claim process
Veterans previously filing travel claims for qualified VA visits used to be able to utilize kiosks. These kiosks were positioned in VA hospitals and clinics, allowing veterans to file claims for travel expenses in conjunction with attending an appointment. However, the VA phased the kiosks out in favor of an online system. This system proved to be “customer unfriendly”, leading some to believe that the process was designed to prohibit veterans from filing claims. Consequently, the kiosks have started to return.
From Stars and Stripes:
The popular claims reimbursement program paid out $1.3 billion in 2022 to cover fuel costs, tolls, parking and in some cases airfare that veterans incur commuting to medical appointments, the VA said.
But problems with a new online system that replaced the kiosks confused and frustrated veterans, according to lawmakers and veterans.
“Personally, I feel the VA wanted to make the [online] reimbursement process more difficult to discourage veterans from using it,” said Marine Corps veteran David Seward, 53, who drives 30 minutes to the Pittsburgh VA Medical Center for medical care. “In my view, [the VA] made everything burdensome for the veteran to avoid spending more money.”
Jon Retzer, assistant national legislative director of Disabled American Veterans, said his organization has urged the VA to make the online process easier for veterans but also to continue providing the service at kiosks and by postal service.
Veterans are reimbursed for their travel expenses to doctor’s appointments for treatment of service-connected injuries and illnesses. Veterans traveling for a compensation or pension exam also can submit their travel costs.
In November 2020, the VA began phasing out the kiosks as it introduced the online program called the Beneficiary Travel Self Service System.
The $36 million web-based system was implemented nationwide in 2023 to speed up reimbursements to veterans. But the new online portal’s complex log-in and navigation system discouraged use, lawmakers said.
Additional Reading:
Hersey, L. F. (2024, October 9). Popular kiosks returned to VA clinics, hospitals after veterans complained about new online system. Stars and Stripes. Link.
Category: Veteran Health Care, Veterans in the news, Veterans' Affairs Department
Typical government. Put it online and you are easier to ignore.
Yep…The more money the grubermint can save by not paying deserving Veterans, the more money they have available to pay to invading illegals.
That’s why they came up with DTS.
DTS is a real pillar of efficiency.
Another way for the va to fuck our Vets. Thank God I wasn’t eligible to sign up in 2007 after I retired because bush lowered the funding in 2003.
I thought a kiosk was someplace you could get a drink.