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Updated Aug 15, 2024

In This Section
This section contains the following topics:

1.  Searching for Lost Paper Claims Folders

 

Introduction
This topic contains information on searching for lost paper claims folders, including

Change Date
May 2, 2019

II.ii.1.B.1.a.  General Search Procedure
Make an exhaustive search of the entire office upon discovering that the paper claims folder of a living or deceased Veteran, a notice of death (NOD) folder, or Dependents’ Educational Assistance (DEA) folder is
  • missing, or
  • was sent to a vendor to be converted to an electronic record and the documents contained within the folder are unavailable.
Note:  If the folder was
  • sent to a vendor to be converted to an electronic record, follow the guidance in M21-1, Part II, Subpart i, 1.B.4 to locate the source materials and request a folder rescan, or
  • located at the regional office (RO) and is now missing, follow the steps in the table below.
Step
Action
1
Conduct a name search of the entire drawer where the folder should be filed.
2
Add the claims folder number to the search list.
3
Check the
  • pending files of the transfer and correspondence activities, and
  • principal guardianship files.
4
If the computer system shows an active compensation, pension, or education record, check the records of recent payment history. If these records show payment of benefits by another RO, contact that RO to determine whether the folder is located there.
5
If completion of the preceding steps fails to result in locating the missing folder, consider the folder lost.
Note:  The RO that has mail for the folder and is requesting the folder should report the folder missing, if applicable.
6
Maintain the pending end product (EP) with a 30-day suspense that begins on the date the Department of Veterans Affairs (VA) received the claim.  After the 30-day period ends,
  • create a rebuilt claims folder for processing the claim, and
  • continue any incomplete search efforts to find the original folder.

II.ii.1.B.1.b.  Rebuilding Lost Paper Claims Folders
Follow the steps in the table below if the missing folder is a paper claims folder.
Step
Action
1
Submit a scanning request via the Source Material Tracking System (SMTS) Portal.
Consider the following message a negative response for records: File not found.  Save a screenshot of the message for association with the claims folder.
References:  For more information on
2
Request a physical check for the claims folder in the file bank by
  • sending an e-mail message to the Veterans Service Center Manager of any RO where there is reason to believe the folder may be located, and
  • requesting a response within a specific period of time.
Note:  For claims that require priority processing, request a response time of 24 hours.  For routine requests, request a response time of five workdays.
Reference:  For more information on claims that require priority processing, see M21-1, Part X, Subpart i, 1.
3
Upon receipt of negative replies from all locations, rebuild the claims folder according to the instructions in the table below.
If the rebuilt claims folder will be in a(n) …
Then …
electronic format
  • create an electronic claims folder (eFolder) in the Veterans Benefits Management System (VBMS), if one does not already exist
  • upload the negative responses to the eFolder
  • request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their power of attorney (POA)
  • update the Beneficiary Identification and Records Locator Subsystem (BIRLS) FOLDER LOCATION screen to reflect that the eFolder at the RO is a rebuilt eFolder, and
  • append the Rebuilt Folder corporate flash.
References:  For more information on
paper format
  • prepare a rebuilt folder
  • associate the negative responses with the paper claims folder
  • request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their POA
  • update the BIRLS FOLDER LOCATION screen to reflect that the folder at the RO is a rebuilt folder, and
  • prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.

II.ii.1.B.1.c.  Rebuilding Lost NOD or DEA Folders
Use the table below if a NOD or a DEA folder cannot be located after
  • completing internal searches, and
  • receiving responses to requests for searches at any other ROs where the folder might be located.
If the rebuilt NOD or DEA folder will be in a(n) …
Then …
electronic format
  • create an eFolder
  • upload the negative responses to the eFolder, and
  • append the Rebuilt Folder corporate flash.
References:  For more information on
paper format
  • rebuild the folder
  • associate the negative responses with the paper claims folder
  • if necessary, include copies of documents from available claims folders, fiscal records, and education records in the DEA folder, and
  • prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.

II.ii.1.B.1.d.  Combining Folders When the Original Folder Is Located
Use the table below to determine the appropriate actions to take after locating a lost paper claims folder.
If the rebuilt folder is in a(n) …
Then …
electronic format
  • consolidate documents that were obtained from the original folder into the rebuilt eFolder by sending the paper claims folder to the scanning vendor
  • remove the rebuilt folder indicator in BIRLS, and
  • remove the Rebuilt Folder corporate flash.
paper format
  • combine the rebuilt folder and the original folder
  • remove the rebuilt folder indicator in BIRLS, and
  • forward the folder to the controlling operational element for review.
 
References:  For more information on

2.  Claims Folder Number Reconciliation and Cancellation

 

Introduction
This topic contains information on claims folder number reconciliation and cancellation, including

Change Date
August 15, 2024

II.ii.1.B.2.a.  Requirements for Consolidation of Duplicate BIRLS Records and Claims Folders
The RO that is performing the consolidation must have custody and jurisdiction of both corresponding claims folders to consolidate the duplicate BIRLS records.
If the RO not have custody of, or hold jurisdiction over, the claims folder(s)/eFolder(s) involved, that RO must request a permanent transfer of the absent claim folder/eFolder.
Exception:  A permanent transfer of the physical claims folder should only be conducted when the folder is located at a Federal records center (FRC).
Use the table below to determine the RO responsible for performing consolidation.
If the duplicate record was created by …
and discovered by …
Then remediation steps must be taken by the RO…
a specific RO
any RO or VA Central Office (VACO)
that created the duplicate record.
VBA automation functionality
an RO
that discovered the duplicate record.
VACO
nearest to the Veteran’s residence.
Reference:  For more information on requesting a claims folder from an FRC, see M21-1, Part II, Subpart ii, 3.

II.ii.1.B.2.b.  RO Action When Two BIRLS Records Exist for the Same Veteran
After discovering that two BIRLS records exist for the same Veteran, forward all corresponding documentation, including claims folders and applications, if applicable, to the local intake processing center (IPC).
The IPC is responsible for consolidating the records.  This is accomplished by using the duplicate claim (DUPC) command, which users access through the Benefits Delivery Network (BDN).
Exceptions:
  • Do not forward finance activity records to the IPC.
  • Compensation Service will perform the consolidation if the claims folder is located at folder location 376 or 101-ICMHS.  The IPC is responsible for preparing the records for consolidation, following the instructions in M21-1, Part II, Subpart ii, 1.B.2.c.
Reference:  For more information about using the DUPC command, see the BDN DUPC Job Aid.

II.ii.1.B.2.c.  Preparing the Records for Consolidation by Compensation Service
Approved IPC designees are responsible for following the steps in the table below when one or more of the claims folders are located at folder location 376 or 101-ICMHS.
Step
Action
1
Request expedited scanning of the claims folder using the SMTS Portal, if necessary.
2
Add to each pending EP associated with the duplicate BIRLS records, the
  • Duplicate Record Consolidation (DUPC) special issue indicator to one contention, and
  • File Requested tracked item.
3
Submit a Service Now (SNOW) ticket via the YourIT Service Portal requesting record consolidation.  The
  • ticket’s short description must say BDN DUPC Correction, and
  • attachment to the ticket should specifically identify which file number/Social Security number is to be
    • retained, and
    • merged or removed.
4
For claim types managed by the National Work Queue (NWQ), e-mail the NWQ staff at VAVBAWAS/CO/NWQ to request transfer of any pending EPs associated with the duplicate records to the Central Office VBMS work queue.
The e-mail’s
  • subject line must say Station [insert station number]_[insert today’s date]_DUPC Recall Request, and
  • body must contain
    • clearly identified Claim IDs of the claim(s) impacted by the duplicate record consolidation, and
    • the active YourIT ticket number for the DUPC issue.
5
Associate a copy of the e-mail to NWQ with the claims folder.
Notes:
  • Compensation Service will complete the DUPC record consolidation and the approved IPC designee will remove the special issue indicator upon completion of the consolidation.
  • NWQ will review requests to determine recall eligibility.  The recalled claim(s) will be routed to the appropriate station by NWQ once the special issue indicator has been removed.
References:  For more information on
Updated Aug 15, 2024

In This Section

  
This section contains the following topics:
 
 

1.  Searching for Lost Paper Claims Folders

 

Introduction

  
This topic contains information on searching for lost paper claims folders, including

Change Date

  
May 2, 2019

II.ii.1.B.1.a.  General Search Procedure

  
Make an exhaustive search of the entire office upon discovering that the paper claims folder of a living or deceased Veteran, a notice of death (NOD) folder, or Dependents’ Educational Assistance (DEA) folder is
  • missing, or
  • was sent to a vendor to be converted to an electronic record and the documents contained within the folder are unavailable.
Note:  If the folder was
  • sent to a vendor to be converted to an electronic record, follow the guidance in M21-1, Part II, Subpart i, 1.B.4 to locate the source materials and request a folder rescan, or
  • located at the regional office (RO) and is now missing, follow the steps in the table below.
Step
Action
1
Conduct a name search of the entire drawer where the folder should be filed.
2
Add the claims folder number to the search list.
3
Check the
  • pending files of the transfer and correspondence activities, and
  • principal guardianship files.
4
If the computer system shows an active compensation, pension, or education record, check the records of recent payment history. If these records show payment of benefits by another RO, contact that RO to determine whether the folder is located there.
5
If completion of the preceding steps fails to result in locating the missing folder, consider the folder lost.
 
Note:  The RO that has mail for the folder and is requesting the folder should report the folder missing, if applicable.
6
Maintain the pending end product (EP) with a 30-day suspense that begins on the date the Department of Veterans Affairs (VA) received the claim.  After the 30-day period ends,
  • create a rebuilt claims folder for processing the claim, and
  • continue any incomplete search efforts to find the original folder.
 

II.ii.1.B.1.b.  Rebuilding Lost Paper Claims Folders

  
Follow the steps in the table below if the missing folder is a paper claims folder.
 
Step
Action
1
Submit a scanning request via the Source Material Tracking System (SMTS) Portal.
 
Consider the following message a negative response for records: File not found.  Save a screenshot of the message for association with the claims folder.
 
References:  For more information on
2
Request a physical check for the claims folder in the file bank by
  • sending an e-mail message to the Veterans Service Center Manager of any RO where there is reason to believe the folder may be located, and
  • requesting a response within a specific period of time.
Note:  For claims that require priority processing, request a response time of 24 hours.  For routine requests, request a response time of five workdays.
 
Reference:  For more information on claims that require priority processing, see M21-1, Part X, Subpart i, 1.
3
Upon receipt of negative replies from all locations, rebuild the claims folder according to the instructions in the table below.
 
If the rebuilt claims folder will be in a(n) …
Then …
electronic format
  • create an electronic claims folder (eFolder) in the Veterans Benefits Management System (VBMS), if one does not already exist
  • upload the negative responses to the eFolder
  • request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their power of attorney (POA)
  • update the Beneficiary Identification and Records Locator Subsystem (BIRLS) FOLDER LOCATION screen to reflect that the eFolder at the RO is a rebuilt eFolder, and
  • append the Rebuilt Folder corporate flash.
References:  For more information on
paper format
  • prepare a rebuilt folder
  • associate the negative responses with the paper claims folder
  • request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their POA
  • update the BIRLS FOLDER LOCATION screen to reflect that the folder at the RO is a rebuilt folder, and
  • prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.
 
 

II.ii.1.B.1.c.  Rebuilding Lost NOD or DEA Folders

  
Use the table below if a NOD or a DEA folder cannot be located after
  • completing internal searches, and
  • receiving responses to requests for searches at any other ROs where the folder might be located.
If the rebuilt NOD or DEA folder will be in a(n) …
Then …
electronic format
  • create an eFolder
  • upload the negative responses to the eFolder, and
  • append the Rebuilt Folder corporate flash.
References:  For more information on
paper format
  • rebuild the folder
  • associate the negative responses with the paper claims folder
  • if necessary, include copies of documents from available claims folders, fiscal records, and education records in the DEA folder, and
  • prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.
 

II.ii.1.B.1.d.  Combining Folders When the Original Folder Is Located

  
Use the table below to determine the appropriate actions to take after locating a lost paper claims folder.
 
If the rebuilt folder is in a(n) …
Then …
electronic format
  • consolidate documents that were obtained from the original folder into the rebuilt eFolder by sending the paper claims folder to the scanning vendor
  • remove the rebuilt folder indicator in BIRLS, and
  • remove the Rebuilt Folder corporate flash.
paper format
  • combine the rebuilt folder and the original folder
  • remove the rebuilt folder indicator in BIRLS, and
  • forward the folder to the controlling operational element for review.
 
References:  For more information on
 
 
 

2.  Claims Folder Number Reconciliation and Cancellation

 

Introduction

  
This topic contains information on claims folder number reconciliation and cancellation, including

Change Date

  
August 15, 2024

II.ii.1.B.2.a.  Requirements for Consolidation of Duplicate BIRLS Records and Claims Folders

  
The RO that is performing the consolidation must have custody and jurisdiction of both corresponding claims folders to consolidate the duplicate BIRLS records.
 
If the RO not have custody of, or hold jurisdiction over, the claims folder(s)/eFolder(s) involved, that RO must request a permanent transfer of the absent claim folder/eFolder.
 
Exception:  A permanent transfer of the physical claims folder should only be conducted when the folder is located at a Federal records center (FRC).
 
Use the table below to determine the RO responsible for performing consolidation.
 
If the duplicate record was created by …
and discovered by …
Then remediation steps must be taken by the RO…
a specific RO
any RO or VA Central Office (VACO)
that created the duplicate record.
VBA automation functionality
an RO
that discovered the duplicate record.
VACO
nearest to the Veteran’s residence.
 
Reference:  For more information on requesting a claims folder from an FRC, see M21-1, Part II, Subpart ii, 3.

II.ii.1.B.2.b.  RO Action When Two BIRLS Records Exist for the Same Veteran

  
After discovering that two BIRLS records exist for the same Veteran, forward all corresponding documentation, including claims folders and applications, if applicable, to the local intake processing center (IPC).
 
The IPC is responsible for consolidating the records.  This is accomplished by using the duplicate claim (DUPC) command, which users access through the Benefits Delivery Network (BDN).
 
Exceptions:
  • Do not forward finance activity records to the IPC.
  • Compensation Service will perform the consolidation if the claims folder is located at folder location 376 or 101-ICMHS.  The IPC is responsible for preparing the records for consolidation, following the instructions in M21-1, Part II, Subpart ii, 1.B.2.c.
Reference:  For more information about using the DUPC command, see the BDN DUPC Job Aid.

II.ii.1.B.2.c.  Preparing the Records for Consolidation by Compensation Service

  
Approved IPC designees are responsible for following the steps in the table below when one or more of the claims folders are located at folder location 376 or 101-ICMHS.
 
Step
Action
1
Request expedited scanning of the claims folder using the SMTS Portal, if necessary.
2
Add to each pending EP associated with the duplicate BIRLS records, the
  • Duplicate Record Consolidation (DUPC) special issue indicator to one contention, and
  • File Requested tracked item.
3
Submit a Service Now (SNOW) ticket via the YourIT Service Portal requesting record consolidation.  The
  • ticket’s short description must say BDN DUPC Correction, and
  • attachment to the ticket should specifically identify which file number/Social Security number is to be
    • retained, and
    • merged or removed.
4
For claim types managed by the National Work Queue (NWQ), e-mail the NWQ staff at VAVBAWAS/CO/NWQ to request transfer of any pending EPs associated with the duplicate records to the Central Office VBMS work queue.
 
The e-mail’s
  • subject line must say Station [insert station number]_[insert today’s date]_DUPC Recall Request, and
  • body must contain
    • clearly identified Claim IDs of the claim(s) impacted by the duplicate record consolidation, and
    • the active YourIT ticket number for the DUPC issue.
5
Associate a copy of the e-mail to NWQ with the claims folder.
 
Notes:
  • Compensation Service will complete the DUPC record consolidation and the approved IPC designee will remove the special issue indicator upon completion of the consolidation.
  • NWQ will review requests to determine recall eligibility.  The recalled claim(s) will be routed to the appropriate station by NWQ once the special issue indicator has been removed.

References:  For more information on
Updated Aug 15, 2024

In This Section
This section contains the following topics:

1.  Searching for Lost Paper Claims Folders

 

Introduction
This topic contains information on searching for lost paper claims folders, including

Change Date
May 2, 2019

II.ii.1.B.1.a.  General Search Procedure
Make an exhaustive search of the entire office upon discovering that the paper claims folder of a living or deceased Veteran, a notice of death (NOD) folder, or Dependents’ Educational Assistance (DEA) folder is
  • missing, or
  • was sent to a vendor to be converted to an electronic record and the documents contained within the folder are unavailable.
Note:  If the folder was
  • sent to a vendor to be converted to an electronic record, follow the guidance in M21-1, Part II, Subpart i, 1.B.4 to locate the source materials and request a folder rescan, or
  • located at the regional office (RO) and is now missing, follow the steps in the table below.
Step
Action
1
Conduct a name search of the entire drawer where the folder should be filed.
2
Add the claims folder number to the search list.
3
Check the
  • pending files of the transfer and correspondence activities, and
  • principal guardianship files.
4
If the computer system shows an active compensation, pension, or education record, check the records of recent payment history. If these records show payment of benefits by another RO, contact that RO to determine whether the folder is located there.
5
If completion of the preceding steps fails to result in locating the missing folder, consider the folder lost.
Note:  The RO that has mail for the folder and is requesting the folder should report the folder missing, if applicable.
6
Maintain the pending end product (EP) with a 30-day suspense that begins on the date the Department of Veterans Affairs (VA) received the claim.  After the 30-day period ends,
  • create a rebuilt claims folder for processing the claim, and
  • continue any incomplete search efforts to find the original folder.

II.ii.1.B.1.b.  Rebuilding Lost Paper Claims Folders
Follow the steps in the table below if the missing folder is a paper claims folder.
Step
Action
1
Submit a scanning request via the Source Material Tracking System (SMTS) Portal.
Consider the following message a negative response for records: File not found.  Save a screenshot of the message for association with the claims folder.
References:  For more information on
2
Request a physical check for the claims folder in the file bank by
  • sending an e-mail message to the Veterans Service Center Manager of any RO where there is reason to believe the folder may be located, and
  • requesting a response within a specific period of time.
Note:  For claims that require priority processing, request a response time of 24 hours.  For routine requests, request a response time of five workdays.
Reference:  For more information on claims that require priority processing, see M21-1, Part X, Subpart i, 1.
3
Upon receipt of negative replies from all locations, rebuild the claims folder according to the instructions in the table below.
If the rebuilt claims folder will be in a(n) …
Then …
electronic format
  • create an electronic claims folder (eFolder) in the Veterans Benefits Management System (VBMS), if one does not already exist
  • upload the negative responses to the eFolder
  • request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their power of attorney (POA)
  • update the Beneficiary Identification and Records Locator Subsystem (BIRLS) FOLDER LOCATION screen to reflect that the eFolder at the RO is a rebuilt eFolder, and
  • append the Rebuilt Folder corporate flash.
References:  For more information on
paper format
  • prepare a rebuilt folder
  • associate the negative responses with the paper claims folder
  • request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their POA
  • update the BIRLS FOLDER LOCATION screen to reflect that the folder at the RO is a rebuilt folder, and
  • prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.

II.ii.1.B.1.c.  Rebuilding Lost NOD or DEA Folders
Use the table below if a NOD or a DEA folder cannot be located after
  • completing internal searches, and
  • receiving responses to requests for searches at any other ROs where the folder might be located.
If the rebuilt NOD or DEA folder will be in a(n) …
Then …
electronic format
  • create an eFolder
  • upload the negative responses to the eFolder, and
  • append the Rebuilt Folder corporate flash.
References:  For more information on
paper format
  • rebuild the folder
  • associate the negative responses with the paper claims folder
  • if necessary, include copies of documents from available claims folders, fiscal records, and education records in the DEA folder, and
  • prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.

II.ii.1.B.1.d.  Combining Folders When the Original Folder Is Located
Use the table below to determine the appropriate actions to take after locating a lost paper claims folder.
If the rebuilt folder is in a(n) …
Then …
electronic format
  • consolidate documents that were obtained from the original folder into the rebuilt eFolder by sending the paper claims folder to the scanning vendor
  • remove the rebuilt folder indicator in BIRLS, and
  • remove the Rebuilt Folder corporate flash.
paper format
  • combine the rebuilt folder and the original folder
  • remove the rebuilt folder indicator in BIRLS, and
  • forward the folder to the controlling operational element for review.
 
References:  For more information on

2.  Claims Folder Number Reconciliation and Cancellation

 

Introduction
This topic contains information on claims folder number reconciliation and cancellation, including

Change Date
August 15, 2024

II.ii.1.B.2.a.  Requirements for Consolidation of Duplicate BIRLS Records and Claims Folders
The RO that is performing the consolidation must have custody and jurisdiction of both corresponding claims folders to consolidate the duplicate BIRLS records.
If the RO not have custody of, or hold jurisdiction over, the claims folder(s)/eFolder(s) involved, that RO must request a permanent transfer of the absent claim folder/eFolder.
Exception:  A permanent transfer of the physical claims folder should only be conducted when the folder is located at a Federal records center (FRC).
Use the table below to determine the RO responsible for performing consolidation.
If the duplicate record was created by …
and discovered by …
Then remediation steps must be taken by the RO…
a specific RO
any RO or VA Central Office (VACO)
that created the duplicate record.
VBA automation functionality
an RO
that discovered the duplicate record.
VACO
nearest to the Veteran’s residence.
Reference:  For more information on requesting a claims folder from an FRC, see M21-1, Part II, Subpart ii, 3.

II.ii.1.B.2.b.  RO Action When Two BIRLS Records Exist for the Same Veteran
After discovering that two BIRLS records exist for the same Veteran, forward all corresponding documentation, including claims folders and applications, if applicable, to the local intake processing center (IPC).
The IPC is responsible for consolidating the records.  This is accomplished by using the duplicate claim (DUPC) command, which users access through the Benefits Delivery Network (BDN).
Exceptions:
  • Do not forward finance activity records to the IPC.
  • Compensation Service will perform the consolidation if the claims folder is located at folder location 376 or 101-ICMHS.  The IPC is responsible for preparing the records for consolidation, following the instructions in M21-1, Part II, Subpart ii, 1.B.2.c.
Reference:  For more information about using the DUPC command, see the BDN DUPC Job Aid.

II.ii.1.B.2.c.  Preparing the Records for Consolidation by Compensation Service
Approved IPC designees are responsible for following the steps in the table below when one or more of the claims folders are located at folder location 376 or 101-ICMHS.
Step
Action
1
Request expedited scanning of the claims folder using the SMTS Portal, if necessary.
2
Add to each pending EP associated with the duplicate BIRLS records, the
  • Duplicate Record Consolidation (DUPC) special issue indicator to one contention, and
  • File Requested tracked item.
3
Submit a Service Now (SNOW) ticket via the YourIT Service Portal requesting record consolidation.  The
  • ticket’s short description must say BDN DUPC Correction, and
  • attachment to the ticket should specifically identify which file number/Social Security number is to be
    • retained, and
    • merged or removed.
4
For claim types managed by the National Work Queue (NWQ), e-mail the NWQ staff at VAVBAWAS/CO/NWQ to request transfer of any pending EPs associated with the duplicate records to the Central Office VBMS work queue.
The e-mail’s
  • subject line must say Station [insert station number]_[insert today’s date]_DUPC Recall Request, and
  • body must contain
    • clearly identified Claim IDs of the claim(s) impacted by the duplicate record consolidation, and
    • the active YourIT ticket number for the DUPC issue.
5
Associate a copy of the e-mail to NWQ with the claims folder.
Notes:
  • Compensation Service will complete the DUPC record consolidation and the approved IPC designee will remove the special issue indicator upon completion of the consolidation.
  • NWQ will review requests to determine recall eligibility.  The recalled claim(s) will be routed to the appropriate station by NWQ once the special issue indicator has been removed.
References:  For more information on