va travel reimbursement 2023

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Eft information.

Claims approved for payment within this system are designed to use electronic funds transfer (EFT) to your checking/savings account or VA debit card. If your EFT information is not on file with Veterans Health Administration (VHA) Financial Management System (FMS) your approved payment may be delayed until the information is provided to process your claim or adjustments are made to allow for temporary payment by check. If you currently receive other benefit payments by EFT from the Veterans Benefits Administration (VBA) your EFT information is not on file with our system unless you have provided it previously to your local VA Medical Center. You can confirm if your EFT information is on file by reviewing your Veteran profile screen. If it is missing please contact your local BT office to update it. They will provide you with the necessary signature forms to have it added.

Facility for Payment

When entering claims, please identify the facility responsible for payment as the facility that provided your care or approved your care for care in the community. For example, if you submit a claim for care or services approved at a non-VA facility, you identify the care VA facility that authorized it as facility responsible for payment. In most situations this will be your preferred or home facility. If you receive care at a VA Community Based Outpatient Clinic (CBOC) this location will be available for selection as an associated facility of its larger parent VA Medical Center. You will see it when you select the location of your appointment.  

The Paperwork Reduction Act of 1995 requires VA to notify you that this information collection is in accordance with the clearance requirements of Section 3507 of this Act. We anticipate the time  expended by Individuals who must complete this form will average 10 minutes. This includes the time it will take to read instructions, gather the necessary facts and fill out the form. No person will be penalized for failing to furnish this information if it does not display a currently valid OMB control number. This information is collected under 38 CFR 70 and is intended to fulfill the need for Veterans and beneficiaries to claim Beneficiary Travel benefits and for VA to determine the individual’s eligibility for the benefit.

Privacy Act Information: VA is asking you to provide the information on this form under 38 U.S.C. Sections 111 to determine your eligibility for Beneficiary Travel benefits and will be used for that purpose. Information you supply may be verified through a computer-matching program. VA may disclose the information that you put on the form as permitted by law; possible disclosures include those described in the “routine use” identified in the VA systems of records 24VA19 Patient Medical Record-VA, published in the Federal Register in accordance with the Privacy Act of 1974. Providing the requested information is voluntary, but if any or all of the requested information is not provided, it may delay or result in denial of your request for benefits. Failure to furnish the information will not have any effect on any other benefits to which you may be entitled. If you provide VA your Social Security Number, VA will use it to administer your VA benefits. VA may also use this information to identify Veterans and persons claiming or receiving VA benefits and their records, and for other purposes authorized or required by law.

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2023 Guide to VA Travel Reimbursement: What it Entails and How to Apply

Claire Szewczyk Updated: April 27, 2023

Perhaps you require traveling to your compensation and pension (C&P) exam. You may be on your way to pick up a service animal or planning to attend rehabilitative care. Maybe you have recently been assigned a VA disability rating of 30% or more.

Did you know there may be VA travel pay reimbursement available for you? And it’s obtainable for a variety of different circumstances.

What is VA Travel Reimbursement?

The Department of Veterans Affairs (VA) is authorized to provide eligible Veterans and other beneficiaries related to those Veterans coverage for:

• Mileage reimbursement
• Common Carrier costs (i.e., plane, train, bus, etc.)
• Medically-necessary transportation (i.e., ambulance) 
• Transportation to and from the VA or a non-VA health facility for examinations, treatment, and care

Am I Eligible? 

A Veteran is qualified for VA benefits regarding travel expenses if they meet one of the following criteria:

• They have a single or combined service-connected (SC) disability of 30% or more
• Travel is connected with care involving said SC disability
• Receiving VA pension (and they do not exceed the maximum VA pension rate)
• Travel is for a Compensation and Pension (C&P) exam by a VA health care provider or
• Travel is to obtain a service animal
• Travel is related to rehabilitative care
• Cannot afford travel as defined by VA guidelines 

Non-Veterans  are qualified for travel benefits if they meet one of the following criteria:

• Allied Beneficiary if the country reimburses for travel costs
• Attendants, when they are deemed necessary due to Veterans’ mental/physical condition
• Beneficiaries of other Federal Agencies, if they reimburse for travel costs
• Donors or Support Persons
• Caregivers who are a part of the National Caregiver Support Program

What is the Current Mileage Reimbursement Rate?

As of 2023, the VA will reimburse round-trip mileage at 41.5 cents  per mile if the travel is related to approved healthcare expenses. 

What is the VA Travel Reimbursement Monthly Deductible?

The VA requires a small deductible before reimbursing you for travel-related expenses.

The current (2022) deductible is $3 one-way or $6 round-trip, up to $18 per month . If you surpass the $18 deductible, the VA will pay the full cost of your travel for the remainder of the month.

How Do I Apply for a VA Travel Reimbursement Deductible Waiver?

You can apply for the waiver if you cannot afford the required deductible for the VA reimbursement. However, to apply, you must meet one of the following criteria:

• By being low income (below the VA pension income)
• By receiving Pension VA benefits
• By receiving Housebound benefits
• By receiving Aid and Attendance benefits

Note:  If you are currently a 100 percent service-connected disability Veteran who is also receiving Housebound or Aid and Attendance benefits, you  must  request a waiver of the deductible.

What Do I Do Before I File My First Claim?

Before filing your first claim, you will want to take a few steps to ensure the process goes smoothly.

•  Set up a direct deposit. For the VA to deposit your reimbursement into your bank account, you must set up a direct deposit. 
• Keep receipts for all transportation and approved meals, and track your mileage.
• ​File your claim on time (within 30 days of the appointment or when you become eligible for reimbursement). See the next section to learn how to file a claim online.

How Do I File a Travel Reimbursement Claim Online?

Filing your VA travel reimbursement claim online may seem daunting, but it’s not as hard as it seems. There are a few steps outlined below. 

• Set up a direct deposit

If you haven’t already from the previous section, you’ll need to set up a electronic funds transfer (EFT) to receive your reimbursement.

• Sign in to the travel claim portal

There are several different accounts you can use to log in, including:

• My HealtheVet

If you don’t have an account, you can use  Login.gov  or  ID.me  to create one and then sign in.

• Go to your Beneficiary Travel Profile

Review your profile and update any information. If you are a caregiver, you will click “Proceed to My Veteran List” and “Select this Veteran.” 

• Create a claim

You can do this one of two ways:

• In the “My Appointments” area, in the “Associated Appointments” column, select “Create Claim.”
• Add your expenses and receipts 
• Make sure that all of your appointment information is accurate
• Attach any receipts, proof of attendance for non-VA appointments
• Submit the claim

Review the Beneficiary Travel Agreement Notice and mark that you agree. After you submit the claim, you’ll find it in review status. Your bank should receive your payment within 3-5 business days. Remember, you must submit your claim within 30 days of your appointment.

If you need further instructions, the VA has a great guide .

Additional FAQs Regarding Travel Reimbursements

I don’t want to file online. can i file a claim by mail, fax, email, or in person.

Yes! To do this, you must fill out a Veteran/Beneficiary Claim for Reimbursement of Travel Expenses, on the Department of Veterans Affairs website ( VA Form 10-3542 ) and submit it by mail, email, or fax or visit a VA Facility.

I am traveling with another Veteran or using a free transportation service. Am I still eligible for reimbursement?

You are eligible if you can meet at least one of the following criteria: 

• You’re the owner of the vehicle used to travel to the appointment
• You share a vehicle (i.e., a taxi) with other Veterans and pay for yourself
• You pay another Veteran to take you to the appointment

You will need to provide documentation of your expenses. Eligible veterans will be covered for these fees.

What if I need Transport by ambulance, wheelchair van, or other specially equipped van?

These types of transport to a VA health facility or approved non-VA clinic are covered as a special mode transportation reimbursement. You must meet the eligibility requirements listed above, but you can be eligible for this benefit.

What happens after I file my Claim?

The VA will deposit your reimbursement through electronic funds transfer (EFT) to your bank, unless you have decided to make other payment arrangements.

If I have further questions, who can I contact?

Call your  VA health facility’s Beneficiary Travel contact . 

Call BTSSS toll-free call center at 855-574-7292 (TTY: 711)

You can also learn more about  Veteran Disability Benefits  through our website as well as VA federal government websites.

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• VA Mileage Reimbursement

Traveling to medical appointments, tests, and procedures can get expensive for veterans and their caregivers. The costs of gas, wear and tear on your vehicle, parking fees, and other transportation expenses add up quickly. The VA travel pay reimbursement program provides a vital source of financial assistance to help veterans and qualifying non-veterans cover these travel costs and other qualifying out-of-pocket expenses related to reaching VA health care services. 

• Eligible veterans can receive mileage, parking, and tolls reimbursement at 41.5 cents per mile .
• Covered expenses include public transport, rideshares, and lodging for required overnight stays.
• Eligibility criteria include VA disability rating, receiving a VA pension, or meeting income requirements.
• There’s a deductible for reimbursements, waivable under certain conditions.

If you are a veteran who needs to travel for medical care, you may be eligible for reimbursement of your travel costs. The VA travel pay reimbursement program offers reimbursement for mileage, transportation, lodging, and other travel costs related to medical appointments. For 2023 and 2024, the VA mileage reimbursement rate is 41.5 cents per mile driven in a personal vehicle. Other covered costs include parking, tolls, rideshares, public transit, airfare, and hotel stays when required. 

Learn more about VA mileage reimbursement eligibility guidelines, which expenses are covered, reimbursement rates, and how to file a claim.

• What Is VA Travel Reimbursement?

The VA travel pay reimbursement program provides reimbursement to defray travel costs for veterans and qualified non-veterans traveling for medical appointments. This vital program covers expenses like the following:

• Gasoline for personal vehicles
• Fares for public transportation, including buses, subways, and metro trains
• Rideshare services
• Lodging when overnight stays are necessary
• Parking fees
• Breakfast, lunch, dinner, and incidentals for multi-day trips

This program covers out-of-pocket costs for transportation, accommodations, or meals related to medical care at VA facilities. You can also seek reimbursement for travel related to non-emergency care at non-VA facilities if you receive VA approval in advance.  

• VA Mileage Reimbursement Rate

Mileage reimbursement is available for distances driven in a personal car. The VA updates mileage rates annually to align with the standard mileage rate published by the Internal Revenue Service. This number estimates the cost to operate a vehicle per mile driven based on factors like fuel prices, maintenance, repairs, and more. 

In 2024, the VA mileage reimbursement rate is 41.5 cents per mile driven, the same rate as in 2023. 

In addition to the per-mile rate, you must meet a deductible before receiving reimbursement payments. The current deductible is $3 one-way or $6 round-trip for each appointment you attend, up to $18 monthly. After you have met the $18 monthly deductible, the VA will cover the rest of the cost of your approved travel for the remainder of the month. 

If you are eligible for VA travel pay reimbursement, the VA waives the deductible if you also meet any of the following criteria: 

• You receive a VA pension .
• You are traveling for a VA compensation and pension exam , or C&P exam.
• You are a veteran with a non-service-connected disability whose income in the prior year was below the maximum annual VA pension rate.
• You are a non-service connected veteran, and your earnings estimate for the current year does not exceed the VA’s maximum yearly pension rate.
• You are a veteran with a service-connected disability whose prior year income falls beneath the VA national income limit for prescriptions and health care benefits.
• You are a veteran with a service-connected disability whose earnings expectations for this year do not exceed the national income health care benefits.

If the VA determines you qualify for a waiver, it will automatically waive your deductible. You can also request a waiver in person or in writing.

A veteran with a 100 percent disability rating can receive special monthly compensation through Aid and Attendance and Housebound Allowance . These benefits do not count as a VA pension for determining a waiver. 

Am I Eligible for VA Travel Reimbursement?

Eligibility for VA travel reimbursement depends on your status as either:

• A veteran receiving VA health benefits
• A non-veteran caregiver

Veteran Eligibility

Veterans are typically eligible if they travel to a VA or VA-approved health care facility in their area for care and meet at least one of the following criteria:

• You have a VA disability rating of 30 percent or higher.
• You are traveling for treatment of a service-related condition, even if their rating is below 30 percent.
• You receive a VA pension.
• You meet certain income requirements.
• You cannot afford to pay for travel as defined in VA guidelines
• You are traveling to get a service dog, receive VA-approved transplant care, or undergo a scheduled VA C&P exam.

Non-Veteran Eligibility

The VA may reimburse certain non-veterans for transportation and related lodging and meals. Caregivers and others can also qualify in some instances if they are one of the following:

• The veteran’s support person or transplant care donor
• The veteran’s family caregiver under the VA Caregiver Support Program who is traveling to support the veteran's care or receive caregiver training
• The veteran’s medically required attendant who is supporting the veteran's care by traveling with them

What Is Covered by VA Mileage Reimbursements?

The VA travel pay reimbursement program helps pay for reasonable costs related to reaching medical appointments at VA facilities. With proper documentation, you can get reimbursement for the following:

• Private Transportation: This includes gasoline costs when driving your car, tolls, and parking fees.
• Public Transportation: Fares for buses, subways, trains, Ubers, Lyfts, and taxis are reimbursable.
• Lodging and Meals: When overnight travel is required, lodging, meals, and any incidentals related to your trip are included.

Claims can include a combination of these expenses. For example, you could get reimbursed for mileage to the airport plus airfare and hotel costs at your medical destination.

The key is that all included costs must directly relate to travel for VA-authorized health care purposes. The VA does not cover things like rental cars, entertainment, alcohol, and extra hotel nights that are not clinically required.  

Qualifying mileage reimbursement covers travel to and from VA health care facilities for the following:

• Regular checkups, appointments, and consultations
• Urgent care or emergency room visits
• Lab tests, diagnostics, medical imaging
• Surgeries and inpatient procedures
• Physical and mental health therapy
• Counseling and support groups
• Pharmacy prescription pick-ups
• Any other VA-approved health services

With proper documentation, the VA may also cover travel to non-VA medical facilities in certain situations, such as travel for emergencies to the closest appropriate medical facility.

How To Apply for VA Mileage Reimbursement

You can submit claims for reimbursement online through eBenefits or by mail using  VA Form 10-3542 . Filing online is typically faster. Here are overviews of each process:

Online Application Steps

• Go to eBenefits and log into your account.
• Select “Apply for Benefits” and choose “Apply for Travel Reimbursement.”
• Enter details on authorized travel, such as dates, purposes, and locations. 
• List odometer readings for mileage claims.
• Input any other costs, such as airfare, parking, or lodging.
• Upload digital receipts and documents. 
• Carefully review and then submit your claim.

Filing by Mail Steps

• Obtain VA Form 10-3542 from your VA facility or online.
• Fill in your personal information and trip details. 
• Attach paper copies of receipts and supporting documents.
• Make a copy of the entire package for your records. 
• Mail the original materials to your VA regional office.

After submission, the VA will review your claim and supporting documents. You will receive status updates and a decision by mail or online through eBenefits. Approved payments are deposited or mailed.

If you have questions about the VA travel pay reimbursement program, contact Veterans Guide. We can also help you appeal a VA disability claim or obtain a higher VA rating for your disability.

Want to Increase Your VA Rating?

Kevin McVeigh

A member of the Pennsylvania Bar and formerly a partner of a law firm, where he handled a diverse case load, Kevin is the editor of Veterans Guide’s content. He meticulously researches the accuracy of all the information provided by the Veterans Guide website.

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Navigating VA Travel Reimbursement: A Comprehensive Guide

Written by Jeff Ousley

The VA pays eligible veterans and caregivers for mileage and other travel expenses to and from approved healthcare appointments. Here is what you need to know about eligibility, amounts, how to file a claim, and more.

» MORE: Find Out What You Qualify For: Free Medical Evidence Evaluation for VA Disability

Before Filing Your First Claim

Take these steps before you file your first claim:

Set up direct deposit . The VA can then deposit your reimbursement into your bank account.

Keep your receipts for all transportation and approved meals or lodging. It’s also important to track your mileage to and from appointments. Go here to see what expenses the VA covers.

File your claim on time. You must file within 30 days of your appointment or when you become eligible for reimbursement. You must file a new claim for each appointment.

» MORE: Get the VA Disability Rating You're Entitled To: Start with a Free Evaluation Today

Eligibility Requirements

If you’re a veteran, you may be eligible for reimbursement if you’re traveling for care at a VA health facility or for VA-approved care at a non-VA health facility in your community.

In addition, at least one of these must also be true:

• You have a VA disability rating of 30% or higher
• You’re traveling for treatment of a service-connected condition, even if your VA disability rating is less than 30%
• You receive a VA pension
• You have an income that’s below the maximum annual VA pension rate
• You can’t afford to pay for your travel, as defined by VA guidelines
• You’re traveling for one of these reasons: a scheduled VA claim exam (also called a compensation and pension, or C&P, exam), to get a service dog, or for VA-approved transplant care 

If you’re a caregiver, you may be compensated for transportation, lodging, and meals if you meet these requirements:

• The person is your family caregiver under the National Caregiver Program traveling to receive caregiver training or to support your care
• The person is your medically required attendant traveling with you to support your care
• The person is your transplant care donor or support person
• Caregivers who are a part of the National Caregiver Support Program

The VA may pay for the following:

• Mileage to and from your appointment
• Bridge, road, and tunnel tolls
• Taxi and plane fares
• Ticket costs for public transportation, including train, subway, bus, ferry, or light rail
• Transportation by a specially equipped vehicle, like an ambulance or wheelchair van, when needed and approved
• Meals and lodging when needed in some cases – you may be reimbursed for the actual cost, up to 50% of the local government employee rate

The VA may also pay for care for an allied beneficiary when the appropriate foreign government agency has authorized their care or for the beneficiary of another federal agency when that agency has approved their care.

If your VA healthcare provider decides you need to travel to another VA facility for care, you’ll be reimbursed the cost of travel to that facility. For a non-VA health facility, you’ll only be reimbursed for travel if approved in advance, except in specific emergencies.

» MORE: Unlock Your VA Disability Benefits: Improve Your Rating

Mileage Reimbursement Rate

As of 2024, the VA pays 41.5 cents per mile for approved, health-related travel. The VA uses Bing Maps to calculate mileage based on the fastest and shortest route from your home to the closest VA or authorized non-VA health facility that can provide the care you need.

This distance is often called “door to door.” They pay round-trip mileage for your scheduled appointments but may only pay return mileage for unscheduled visits.

» MORE: Maximize Your Veteran Benefits: Get Accurate VA Disability Ratings

Monthly Deductible

Before you are reimbursed for expenses, you must pay a small deductible.

The current deductible is $3 one-way or $6 round-trip for each appointment, up to $18 monthly. After you pay $18 within one month, the VA will pay the total cost of your approved travel for the rest of that month.

The deductible helps to pay for travel or medical care for other veterans. The VA is required by law to charge the deductible.

The agency must withhold specific amounts from travel reimbursement payments. However, in some cases, the VA may waive this deductible.

» MORE: Get Accurate VA Disability Ratings: Start Today

How to File a Claim

General healthcare travel reimbursement covers regular transportation expenses (such as by car, plane, train, bus, taxi, or light rail) and approved meals and lodging expenses for eligible veterans and caregivers.

You can file a claim online through the Beneficiary Travel Self Service System (BTSSS). You’ll access this system through the AccessVA travel portal to file a claim.

There are several different accounts you can use to log in, including:

• My HealtheVet

If you don’t have an account, use Login.gov or ID.me to create one and sign in.

You can view YouTube VA videos on how to use BTSSS here .

You should receive your payment within 3 to 5 business days. If you need time to gather receipts or other information, you can save your claim and come back later to edit it.

But you’ll still need to submit it within 30 days of your appointment.

The VA will deposit your reimbursement through electronic funds transfer (EFT) unless other payment arrangements have been made with you. 

VA Reimbursement FAQs

Can i file a claim by mail, email, or in person.

You can also file your claim by mail, fax, email, or in person at the VA facility where you received care . To do this, you must fill out a Veteran/Beneficiary Claim for Reimbursement of Travel Expenses VA Form 10-3542 .

When you submit a claim, read the statements and certifications carefully before signing, dating, and submitting your form. If you mail your claim, the VA considers the postmark date the submission date.

Can I get reimbursed for traveling to get treatment at a special disability rehabilitation center?

You may be eligible for reimbursement if you need in-patient care or get temporary lodging approved by VA. Special disability rehabilitation centers include clinics that provide care for spinal cord injuries, vision loss or blindness, or prosthetics rehabilitation.

Am I still eligible for reimbursement if I travel with another veteran or use a free transportation service?

Traveling with another veteran makes you eligible for reimbursement if you meet at least one of these requirements:

• You’re the owner of the vehicle used for travel
• You share a vehicle, like a taxi, with other veterans and pay your own fare
• You pay another veteran to take you to an appointment

You’ll need to provide a receipt for your expenses, and if you’re eligible, the VA will pay the mileage rate or actual expense, whichever is less.

If you use a free transportation service, you’re only eligible for reimbursement for any travel you may have had to get to and from your home to where you were picked up or dropped off by the service. Free transportation services may include the Disabled American Veterans (DAV) system, VA Veterans Transportation Service (VTS), or other no-cost city or state transportation.

What if I need transport by ambulance, wheelchair van, or another special type of vehicle?

These types of transport are covered under special mode transportation reimbursement. You may be eligible for reimbursement if you’re a veteran traveling for care at a VA health facility or for VA-approved care at a facility in your community.

In addition, all of these must also be true:

• You’re eligible for general healthcare travel reimbursement
• A VA healthcare provider determines your medical condition requires an ambulance or a specially equipped van for travel
• The VA approved your travel in advance unless the travel is for an emergency situation where a delay would threaten your life or health. If you need emergency transportation, notify the VA within 72 hours after transport.

What if my current mailing address is a PO box, or I change my home address while receiving care?

You must establish an official place of residence so the VA can determine your reimbursement amount. You may be asked to provide documentation to confirm your address.

You’ll be reimbursed for your return trip home if you change your address while receiving care. The VA will base your reimbursement on the distance between your new home and the VA health facility closest to your new home that could have provided the needed care.

How Can I Get Help With My Claim?

Call your VA health facility’s Beneficiary Travel contact .

Visit the AskVA website to search Frequently Asked Questions or ask questions online.

You can also call the BTSSS toll-free call center at 855-574-7292 (TTY: 711), Monday through Friday, 8 a.m. to 8 p.m. ET.

 The VA has a comprehensive guide if you need further instructions. 

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Travel Reimbursement

The VA provides eligible Veterans reimbursement for travel to and from VA, or VA authorized non-VA health examination, treatment, or care.

undefined Travel Reimbursement?

The Department of Veterans Affairs (VA) is authorized to provide eligible Veterans and other beneficiaries mileage reimbursement, common carrier (plane, train, bus, taxi, light rail etc.), or when medically indicated "special mode" (ambulance, wheelchair van) transport for travel to and from VA, or VA authorized non-VA health examination, treatment, or care.

Veterans qualify for travel benefits if:

• In a receipt of a single or combined service-connected (SC) disability rating of 30 percent or more
• Travel is in connection with care for a SC disability
• In receipt of a VA pension
• Previous calendar year does not exceed maximum VA pension rate
• Projected income for travel year does not exceed maximum VA pension rate
• Travel is for a compensation and pension exam
• Travel is to obtain a service dog
• Travel is related to rehabilitative care as defined in PL 114-223 for Spinal Cord Injury/Disorder, Vision impairment, or Double/Multiple Amputation.

Certain non-Veterans may receive travel at VA expense:

• Allied Beneficiaries if country reimburses VA
• Attendants: When clinically determined by a VA provider that, due to a travel eligible Veteran's mental or physical condition, an attendant is required when the Veteran is traveling to and from VA or VA authorized care.
• Beneficiaries of Other Federal Agencies if Agency reimburses VA
• Donors/Support person: If part of VA transplant care
• Caregivers who are part of the National Caregiver Support Program

The current mileage reimbursement rate is 41.5 cents with a $3.00 deductible for each one-way trip or $6.00 for each round-trip. Upon reaching $18.00 in deductibles or six one-way (three round) trips, whichever occurs first, in a calendar month mileage reimbursement payments for the balance of that month will be free of deductible charges. A waiver of deductibles may be afforded to certain Veterans. To qualify for special mode transportation, a Veteran must meet one of the administrative eligibility criteria; a VA health care provider must determine that a special mode of transport is medically required and be traveling in relation to VA or VA-authorized non-VA care.

Beneficiaries may apply for travel orally or in writing generally at the facility where care was provided however, in some cases there may be an alternate process. For more information, go to the Beneficiary Travel office at the treating facility or see the Program Contact Information below.

If you have questions:

• Visit the AskVA  website to search Frequently Asked Questions or ask a question online
• Call 1-877-222-8387

To apply for VA benefits and services, view your benefit status, and many more services go to www.va.gov and either logon with your eBenefits sign on or use www.Logon.gov to enroll. VA.gov is a one-stop source for information on Department of Defense and Department of Veterans Affairs benefits and services. Veterans, service members and their family members can conduct self-service transactions such as checking compensation and pension claim status information, enrolling in GI Bill, and obtaining copies of civil service preference letters, military records (DD214), and other personal information. For further information visit the VA.gov website.

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New Online VA Travel Reimbursement Program Is Failing Veterans, Inspector General Finds

A new system designed to ensure that the Department of Veterans Affairs reimburses veterans for appointment-related travel quickly and properly is not living up to expectations, frustrating veterans and causing headaches for travel staff.

The Veterans Health Administration rolled out its Beneficiary Travel Self Service System, a web-based travel reimbursement program, in November 2020 to replace a long-standing system accessible through stand-alone kiosks at VA medical facilities or by submitting paper claims.

Goals for the new program, known as BTSSS, were to make it easier for veterans to file travel claims and decrease the amount the VA improperly paid out for claims. Incorrect payments increased from $70 million in fiscal 2013 to $123 million in fiscal 2021.

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The Veterans Health Administration spent more than $1.3 billion on patient travel in fiscal 2021, an increase from roughly $1 billion in fiscal 2019 and $890 million in fiscal 2020.

Shortly after the system was introduced and the VA began removing travel kiosks from hospitals and clinics, veterans began notifying Military.com of their concerns with the new system, which is primarily accessed via smartphone or computer.

"The easy-to-use, fast kiosks were implemented systemwide, then, after a few short years, were jerked out with [very] few days warning to veterans," wrote a former service member who did not want to be identified. "Doesn't sound like a big deal for every veteran to cope with? It is!!"

The VA reimburses veterans and, in some cases, their caregivers for travel expenses to and from many medical appointments, including mileage, tolls and parking. It even covers airfare in certain cases.

The VA Office of Inspector General began receiving complaints that BTSSS actually slowed down processing and decreased production, prompting the office to investigate whether the new system met expectations.

The system, developed by Liberty IT Solutions, now part of Booz Allen Hamilton, was designed to solve claims automatically, without human involvement, at least 90% of the time and was to be used by veterans without them requiring assistance at least 80% of the time.

But a VA OIG review published last month found that just 17% of claims filed from February 2021 through July 2022 were automatically adjudicated, "well short of ... the goal of 90 percent." It also calculated that veterans used the web-based portal for only about 49% of total claims.

The OIG found that travel staff implemented work-arounds to deal with the new program and frequently relied on the old system to fill claims.

It also determined that the VA failed to effectively communicate with veterans and veterans service organizations before changing over to the new system and, instead, solicited feedback only from veterans who worked at the VA program office responsible for implementation, not patients or VSOs.

"Further, the program office did not provide training to veterans on how to enter claims in BTSSS until almost five months after system launch. Consequently, during system rollout, the review team found that some veterans experienced difficulties creating user accounts and lacked needed training on how to use the new system to enter travel claims," according to the report, "Goals Not Met for Implementation of the Beneficiary Travel Self-Service System. "

VA officials say they have implemented a new patient check-in process designed to simplify the steps taken before a veteran is seen for an appointment, and that is why the kiosks were removed.

A decision has been made, however, to integrate BTSSS with the new patient check-in process, "expected for completion later this summer," according to John Saulmon, chief of staff for member services at the VHA.

The VA also is developing a program that will allow it to more efficiently handle paper claims in the system. Travel claims will then be submittable online, via email, by fax or in person during patient check-in.

The VA estimates that 90% of veterans have access to a smartphone or other mobile device, and it encourages them to use the system. VA medical centers were urged to conduct outreach when the program was first introduced, and how-to videos are available online, according to Saulmon .

In the VA's response to the report, officials said they concurred with the OIGs recommendations to improve the system and would work harder to effectively communicate with patients on how to access the system through their computer or smartphone.

"We will utilize the customer feedback [of the baseline BTSSS veteran survey] to perform targeted user testing by veterans to develop and prioritize future changes to [the system]," VA officials wrote in their response.

Sen. Jon Tester, the Montana Democrat who chairs the Senate Veterans Affairs Committee, has pressed the VA to address issues with the system and make it more user-friendly.

Last week, Tester called it unacceptable that veterans weren't consulted before the BTSSS was introduced, and he implored the department to make immediate changes.

"The bottom line is that VA needs to fix this system without further delay, and I look forward to seeing renewed efforts to repair the trust lost from veterans in this process," Tester said in a press release.

-- Adrian Bonenberger contributed to this report.

– Patricia Kime can be reached at [email protected] . Follow her on Twitter @patriciakime

Related: VA Lost More than $3.5 Billion in Misplaced Spending in Fiscal 2022

Patricia Kime

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