A recent report by the Office of Inspector General reveals that the Veterans Health Administration’s new online travel reimbursement program is failing to meet its intended goals.

The Beneficiary Travel Self-Service System, launched in November 2020, was implemented to streamline the reimbursement process for Veterans’ healthcare-related travel expenses. However, the report reveals that the VA’s beneficiary travel program has fallen short of expectations, leaving Veterans and travel staff frustrated.

The Office of Inspector General found that the Beneficiary Travel Self-Service System did not meet the established performance goals set by the Veterans Transportation Program. Only 17% of travel claims were automatically adjudicated, significantly lower than the 90% goal. Veterans used the portal to enter travel claims for only 49% of total claims, falling short of the 80% target.

The Office of Inspector General attributed these shortcomings to factors such as inadequate access to data for analysis, poor communication with Veterans, and the use of work-arounds and the old system by travel staff.

The lack of effective communication with Veterans Service Organizations during the system’s development and delayed training on how to use the system contributed to difficulties experienced by Veterans. The implementation challenges of the Beneficiary Travel Self-Service System led to the hiring of additional staff, which contradicts the goal of reducing staffing needs through the new system. Improved communication and earlier involvement of Veterans could have facilitated the adoption of the self-service portal and enhanced the overall success of the system.

The Office of Inspector General made four recommendations, including implementing necessary system changes, conducting outreach to users for feedback, phasing out the old system, and assessing duplicate payments. To ensure successful adoption and reduce improper payments, the VA must address the Office of Inspector General’s recommendations promptly.

In response, the VA plans to integrate the Beneficiary Travel Self-Service System with the new patient check-in process and develop streamlined methods for handling paper claims. Officials promise to better communicate to patients how to use a computer or smartphone to access the system. User testing and feedback will guide future system changes and improvements.

By improving communication, increasing user training, and implementing necessary system changes, the VA can fulfill its commitment to providing efficient and reliable travel reimbursement services for Veterans.

More information on how to file a VA Travel Reimbursement claim online can be found here.

The American Legion can also help with filing a VA Travel Reimbursement claim online.

Author: Rikki Almanza

Rikki is a Web Content Coordinator for the American Legion, Department of California. With a deep-rooted connection to the military, a spouse who is a Navy veteran, a father who served in the Air Force for 25 years, and a grandfather who proudly served, Rikki is committed to using her skills and knowledge to provide valuable assistance and resources to servicemembers and veterans.