Select Page

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
A 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.
Historical_M21-1III_ii_4_SecC_5-1-15.doc May 11, 2019 70 KB
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
in Chapter 4 Files and Folder Control, Part III General Claims Process, Subpart ii Initial Screening and Determining Veteran Status
Did this article answer your question?

Related Articles

Leave a Reply





Pin It on Pinterest

Share This