Kiosks return in wake of Veteran complaints about online travel claim process

| October 13, 2024 | 21 Comments

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

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STSC(SW/SS)

Typical government. Put it online and you are easier to ignore.

KoB

Yep…The more money the grubermint can save by not paying deserving Veterans, the more money they have available to pay to invading illegals.

Cptsmith

That’s why they came up with DTS.

SFC D

DTS is a real pillar of efficiency.

Anonymous

Hitler rants about DTS:

jeff LPH 3 63-66

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.

26Limabeans

I thought a kiosk was someplace you could get a drink.

Green Thumb

Word.

That is where you order a beer in the high-tech joints.

Kinda why I drink at dive bars.

Odie

Not a thing wrong with dive bars. Some of them even have better food and colder beer than less divey bars

26Limabeans

And the women been there, done that.

Forest Bondurant

1000003431
Dragoon 45

I am confused by this article. Here in NE Oklahoma we never had kiosks for travel pay. We fill out a VA form for travel and then wait a few months for reimbursement. Never heard anything about a web site for travel pay either. I don’t know whether to feel glad that the VA didn’t get around to screwing us like the article says or feel discriminated against because we weren’t part of this gagglef**k.

AZtoVA

The VA hospital in downtown DC had a kiosk. It was clunky but worked. Now I’m outside the beltway bullseye so I fill out the VA form as I check in for my appointment. 3-4 weeks is typical for a reimbursement.

Sapper3307

my $52.10 would show up about four months after interwebbing it.

Jimbojszz

If you submit a claim for mileage. Make sure it’s setup to go to a checking account. If you have it deposited to a savings account setup for deposits the VA will try to deposit it to the savings account, but flag it as a checking account(even though you marked it as a savings account in the setup)deposit. Which your bank will reject, because it’s marked as a checking deposit. The VA will do this 2 times. Then you have to file an appeal to reinstate the transaction or you lose the funds after 30 days. Just my experience, I’m sure the VA has other ways to deny transactions for travel. Also when you file and it appears all is complete. Uh oh. It says transaction created. Looks like you’re done. Wrong, read down two pages for the submit button, don’t forget to acknowledge before trying to submit. It is confusing for sure.

Anonymous

Your screwups are your responsibility, just like their screwups are your responsibility.

AZtoVA

I just ask the receptionist for a travel form. Fill it out, hand it back, get your reimbursement in about 3 weeks.

Jimbojszz

You must go to a smaller clinic. Where you get a personal touch. They close the travel office years ago here. TV monitors telling you to file online. Receptionist will point to the TV screen for information on how to claim mileage. They don’t have time to talk to me. They have no desire to answer questions. I have to travel 235 miles round trip for a visit…sucks! From the VA website:
”The  Clement J. Zablocki VA Medical Center is located on more than 125 acres on the western edge of Milwaukee. The Medical Center delivers primary, secondary, and tertiary medical care in over 160 acute operating beds and provides approximately 467,900 visits annually through an extensive outpatient program. The nursing home care unit of more than 113 beds offers geriatric programming and the over 356 domiciliary beds are the locus of programs in Substance Abuse Rehabilitation, Psychiatric Rehabilitation and Post Traumatic Stress Disorder care. The center’s extended care and rehabilitation program provides physical medicine and rehabilitation, transitional care, as well as home and community care. Its Geriatric and Research Education and Clinical Center is also a part of this program. The mental health program provides consultation, evaluation, and treatment for a variety of issues that can impact emotional well-being. The center’s pharmacy processes more than 5,000 prescriptions daily”

Odie

Is the VA in this building or do they have their own puzzle palace.

https://theviewfromladylake.blogspot.com/2024/10/the-pentagon-was-built-in-wrong-place.html

USAFRetired

Did they roll out an early version of DTS.

The one with no BACK button.

5JC