Priority allocation and Triage and Connect referrals
Use the Claims Prioritisation Assessment Tool (the tool) - (CM9# 22502611E) to raise priority allocation
Claim prioritisation
Front end support officers must review all information submitted with the claim, as well as relevant information on the client’s file, to identify risk factors for priority claim allocation and make appropriate referrals for any supports that may be appropriate for the client.
Verbal claims
Non Liability Health Care - Mental Health (VEA) claims are the only claims that can be registered following a verbal request.
Invalid claims
Invalid claims
11.7.6.2 Provisions applicable on death of a veteran or a dependant
Subsection 436(1)
If there is a will
Subsection 436(1) of the MRCA provides that if an eligible person dies before an amount of compensation is determined and paid, the amount forms part of the person’s estate.
11.7.6.1 Survival of claims
Subsection 321(1) and (2) - Claim made before death
Subsecti
13.2.2.2 Absence or Separation due to Family or Domestic Violence
13.2.2.2 Absence or Separate due to Family or Domestic Violence
Under the MRCA a person may continue to be considered wholly dependant on an eligible member in circumstances the person or the eligible member has left or been removed from their home due to circumstances of family or domestic violence (FDV).
Change in address or accommodation
Clients may contact DVA to update their details including address, accommodation or living arrangements. The staff member notified of the change is required to update the client’s details in Process Direct.
How staff action and record these requests depends on the client’s circumstances and the information that needs to be updated.
Frequently asked questions
Can a representative make a claim on behalf of a client?
Clients are able to appoint another person to make a claim on their behalf using the approved claims forms under the VEA, MRCA and DRCA.
Appointing a representative
Clients can appoint or modify a representative arrangement in a number of ways. The duration of the authority will vary depending on the way that is provided:
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