Veterans Affairs is Unprepared for PACT Act Claims
November 11, 2024
The Honoring Our PACT Act of 2022 was passed to help veterans exposed to toxic substances during service, like Agent Orange and Burn Pits. The Act expands eligibility for VA healthcare and other benefits by adding over 20 conditions.
While the act promised many benefits to those affected, Veterans Affairs severely underestimated how many veterans would apply. VA tried to prepare for the overflow by hiring 5,000 and 6,500 new employees in 2022 and 2023, respectively. However, these new hires weren’t enough to cover the almost one million claims that poured in after the PACT Act was signed.
With about 6.2 million veterans now eligible for benefits, employees are drowning. One employee stated that at least 25 more claims pile onto their desk each day, on top of any not finished previously. Combining these with the new rules and regulations for the PACT Act, errors on these quickly viewed claims are becoming more common.
Since 2020, the Department has seen a 42% jump in retirements or resignations. Over 500 processors left in 2021 and as of late August 2023, 500 more quit. One claims processor said, “The VA has become a turnstile for employees… You see a lot of people come and a lot of people go…” With more training for current employees, they find it difficult to work. While required to train after training, they don’t have time for all these claims.
Nancy Gwinn, a claim processor at VA’s Houston office stated, “If I review all this, then I won’t make my points, and I will be terminated.” Points relate to the VA’s quota system that has been in place since 2017. In the system, processors have to earn certain points every pay period. Points are earned by completing tasks like gathering records, and supporting documents, among others.
If an employee does not meet their points they can be demoted or even fired. However, the claims have become more complicated in recent years and more rules have been set in place. Due to this, the 2017 standards are no longer manageable. It takes hours to review a case properly, and that time reduces an employee’s time to get points. If the employee doesn’t get through enough cases they will have to meet with a superior.
To reach their quotas, employees are beginning to look for the first thing that would discredit a claim instead of taking the time to see how it might get approved. They are trying to get the papers off their desks in time for the new ones to come barreling in, but it’s not enough.
VA is attempting to help with the high volume of claims. VA press secretary Terrence Hayes lists how VA plans to support their employees, “…reviewing the standards system, recognizing high performers, hosting town halls, attempting to reduce employee burnout, hiring more people and adding more training sessions.”
While we hope these steps will get the VA back on track, it is clear that veterans should not be filing their claims alone. If they want to make a disability benefits claim that won’t be tossed aside by the VA, contact Legal Help For Veterans, PLLC online for free or call our office at (800) 693-4800.
Claims Processing, Medical Issues / Disability, News and Press, Veterans Law