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M21-1, Part III, Subpart ii, Chapter 4, Section C – Processing Requests for the Delivery of Paper Claims Folders

Overview


In This Section

This section contains the following topics:

1.  Delivery of Requested Paper Claims Folders

 


Introduction

This topic contains information on the delivery of requested paper claims folders, including

Change Date

May 1, 2015

III.ii.4.C.1.a.  Delivery of Paper Claims Folders Requested by a Claims Processing Lane/Team

Deliver paper claims folders to the appropriate claims processing lane/team upon
  • receipt of active mail
  • termination of suspense periods, or
  • receipt of a properly executed request.
Note:  Folders requested by lists are acceptable upon mutual agreement between the Veterans Service Center Manager (VSCM) or Pension Management Center Manager (PMCM) and the chief of the division submitting the request.

III.ii.4.C.1.b.Delivery of Paper Claims Folders to Service Organizations

Honor a request for delivery of a paper claims folder to a Veterans service organization only if the folder contains a current VA Form 21-22, Appointment of Veterans Service Organization as Claimant’s Representative that
  • is properly completed, and
  • designates the requesting organization to act for the claimant.
Important:  If no VA Form 21-22 is found in the paper claims folder, check the electronic claims folder (eFolder) for an electronic copy.  The Stakeholder Enterprise Portal (SEP) uploads VA Forms 21-22 to the eFolder.
Note:  Do not deliver paper claims folders to organizations holding a limited power of attorney (POA).  In those cases, deliver paper claims folders to the VSCM or PMCM with a specific request that contact be made with the representative of the requesting service organization.
Reference:  For more information about handling POA appointments, see M21-1, Part I, 3.A.2.

2.  Procedures for Pulling and Delivering Paper Claims Folders in Veteran-Waiting Cases

 


Introduction

This topic contains information on procedures for pulling paper claims folders in Veteran-waiting cases, including

Change Date

August 9, 2018

III.ii.4.C.2.a.  Definition:  Veteran-Waiting Case

Veteran-waiting case arises when a Veterans Service Center (VSC) or pension management center (PMC) employee or service organization representative needs a Veteran’s paper claims folder to respond to an in-person request for assistance from a Veteran or his/her survivor.

III.ii.4.C.2.b. Delivery of a Paper Claims Folder in a Veteran-Waiting Case

Make the delivery of a paper claims folder a priority when a VSC or PMC employee or service organization representative requests delivery in a Veteran-waiting case.

III.ii.4.C.2.c.  Request for a Paper Claims Folder by a Service Organization

If a service organization requests delivery of a claims folder, verify at the time of delivery that either the
  • paper claims folder or eFolder contains a current VA Form 21-22 for that service organization, or
  • service organization representative states he/she holds a current POA.
Important:  If no VA Form 21-22 is found in the paper claims folder, check the eFolder.  SEP uploads VA Forms 21-22 to the eFolder.
Reference:  For more information about handling POA appointments, see M21-1, Part I, 3.A.2.

III.ii.4.C.2.d.  Actions to Take If a Paper Claims Folder Is Charged Out

Follow the steps in the table below in a Veteran-waiting case after discovering that a paper claims folder is charged out of the file bank.
Step
Action
1
Advise the requester as to the operating element having possession of the paper claims folder.
2
Undertake a special search for the folder, if requested.
3
Deliver the paper claims folder to the requester after it is located.

3.  Accountability for and the Tracking of Paper Claims Folders

 


Introduction

This topic discusses individual accountability for and the tracking of paper claims folders, including

Change Date

August 9, 2018

III.ii.4.C.3.a.  Folder Accountability System and Use of COVERS

The ability to promptly locate paper claims folders requires
  • an effective folder accountability system, and
  • diligent tracking of folder movement in the Control of Veterans Records System (COVERS).
Reference:  For more information on using COVERS, see the COVERS User Guide.

III.ii.4.C.3.b.  Procedures for Tracking Paper Claims Folder Movement Within a Division

Procedures for the tracking of paper claims folders as they move within a division are established locally.

III.ii.4.C.3.c.  Accountability for Paper Claims Folders When They Cross Division Lines

Operating elements must maintain accountability for paper claims folders when they cross division lines.
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8-9-18_Key-Changes_M21-1III_ii_4_SecC.docx May 11, 2019 43 KB
Change-May-1-2015-Transmittal-Sheet-M21-1-III_ii_4_SecC_TS.docx May 11, 2019 40 KB
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