Waiting for 37,000 claims to be processed by the Australian Department of Veterans Affairs


A recently unearthed report reveals that Australia handles a huge unprocessed portion of compensation claims from military and women.

The Department of Veterans Affairs’ billing process diagnostics compiled by McKinsey Consulting put it on hold as of December 2021 because the Department of Veterans Affairs had processed 17,000 claims and an additional 37,000 had no capacity. It became clear that.

The $ 1.6 million report ($ 1.1 million) was obtained by the Australian Broadcasting Corporation and ordered to be published online by the new veteran minister of affairs, Matt Keough ($ 1.1 million).pdf).

The department was found to lack the ability and talent to handle the explosive growth of new claims that exceeded expectations.

Between June 2019 and July 2021, total annual claims increased by 48% and permanent impairment claims increased by 58%.

“The increase in claims is related to the increase in claims from recent war theaters such as Afghanistan, and veteran-centric reform efforts to simplify and digitize the claims process,” the report said.

He also warned that an additional 122-125,000 claims could be in the pipeline and should be addressed if the department wishes to reduce its backlog to zero by June 2023.

One of the main bottlenecks identified is the difficulty of filling out an application and finding a doctor to assist with the claim.

The report also found that during the COVID-19 pandemic, staff training slowed down and remote work slowed down the process.

It was also required to establish a concierge function to speed up billing and help doctors deal with veterans.

Returned veterans struggle to adapt to modern life

Heston Russell, a former special forces operative who now advocates veteran issues, said Australian military personnel and women often face culture shock when leaving the army.

“The army is great for catching someone from the street and issuing them for an overwhelmingly stimulating purpose that attacks them at the collective identity and at the intrinsic and extrinsic levels,” he said earlier. Told Epoch Times.. “Along the way, they walk around you, how you wear uniforms, and even called by your name.”

According to Russell, the military is a “value-based” organization “for purpose” and each individual is responsible for values ​​such as courage, initiative, teamwork and respect.

“But many of us [living] Primarily in the big cities of Australia, society is no longer really focused on responsibility and is being replaced by qualifications. “What’s included for me, what do I deserve?” It replaces selflessness with selfishness, it’s a dog-eating dog.

“Everything is not for” purpose “but for” commercial purposes. ” And it’s a really difficult place to support these values. People are busy focusing on everything, profit and fun, and are literally a minority. “

Daniel Y. Ten


Daniel Y. Teng is based in Sydney. He focuses on national politics, including federal politics, COVID-19 response, and relations between Australia and China. Do you have a hint? Contact him at [email protected].