Updated Nov 06, 2024
In This Section |
This section contains the following topics:
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1. Handling Claims for Ancillary Benefits
Change Date |
July 10, 2015 |
II.i.2.D.1.a. Handling Claims for Ancillary Benefits |
Upon receipt of an application form for the ancillary benefits listed below, follow normal procedures in M21-1, Part II, Subpart i, 2.A for reviewing mail.
Ancillary benefit application forms include
Note: An end product (EP) 290 is normally established for ancillary benefits unless received as part of an original claim for other benefits, in which case an EP 110 or 010 series would be used.
References: For more information on
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2. Handling Survivor’s Benefit Claims
Change Date |
December 1, 2022
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3. Handling Mail Showing Potential Under/Overpayment
Introduction |
This topic contains instructions for handling mail showing potential under/overpayment, including
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Change Date |
July 17, 2023 |
II.i.2.D.3.b. When to Establish Timeliness Controls on Potential Overpayments |
Add the Potential Under/Overpayment special issue when information is received from one of the following sources indicating potential overpayment:
Examples of mail that could result in a reduction or discontinuation of benefits include
References: For more information on
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II.i.2.D.3.c. When to Establish Timeliness Controls on Potential Underpayments |
Add the Potential Under/Overpayment special issue when information is received from one of the following sources indicating potential underpayment:
Example: An Audit Error Worksheet (AEW) for entitlement to Concurrent Retirement and Disability Pay or Combat Related Special Compensation.
Note: Do not apply the Potential Under/Overpayment special issue to claims received from the beneficiary, to include requests for reinstatement of compensation.
References: For more information on
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4. Handling Waiver Requests
Change Date |
September 27, 2022
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II.i.2.D.4.a. Handling Waiver Requests |
Upon receipt of a request for a waiver of debt, determine if a Receivables Balance is shown on the AWARD INFORMATION tab on the CORPORATE INQUIRY AWARD/RATING screen in Share.
Example:
![]() Use the table below to determine the actions to take when handling waiver requests.
References: For more information on
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5. Screening and Handling Restricted-Access Mail From Employees and Their Relatives
Introduction |
This topic contains information on screening and handling restricted-access mail from employees and their relatives, including
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Change Date |
October 20, 2021 |
II.i.2.D.5.a. Identifying Restricted- Access Mail |
Mail from the following claimants requires restricted-access handling:
Reference: For more information on identifying individuals whose claims require restricted-access handling, see M21-1, Part II, Subpart ii, 2.B.
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II.i.2.D.5.b. Who Has Jurisdiction Over Restricted-Access Mail |
With few exceptions, mail related to claims filed by VBA employees and their relatives require restricted-access handling by the St. Paul Restricted Access Claims Center (RACC) for compensation claims, and by the St. Paul PMC RACC for pension and survivor claims.
Reference: For more information on claims handled by RACCs, see M21-1, Part II, Subpart ii, 2.B.
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II.i.2.D.5.c. NWQ Routing of Claims to RACCs |
Follow the instructions in the National Work Queue (NWQ) Playbook, under the heading Restricted Access Claims Center (RACC) Claims Routing, upon receipt of a claim or legacy appeal that
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II.i.2.D.5.d. Use of the RACC Cover Sheet for Proper Mail Routing |
Mail routing within the CM portals is normally based upon the zip code from which correspondence originated.
RACC employees attach cover sheets to all outgoing correspondence. Additionally, Public Contact teams at all regional offices (ROs) provide these cover sheets to employee/family member claimants upon request. The cover sheets override zip codes and automatically route the incoming mail to the appropriate RACC CM queue.
In cases where non-RACC ROs receive RACC mail, the RO employee will reassign the mail within their CM queues to the appropriate RACC CM queue per M21-1, Part II, Subpart i, 2.A.5.c, Steps 3-5.
References: For more information on
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II.i.2.D.5.e. RACC Mail Handling Responsibilities |
When a RACC receives mail from a VBA employee or a VBA employee’s relative as listed in M21-1, Part II, Subpart ii, 2.B from another RO, it must
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6. Processing FOIA and PA Requests
Introduction |
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This topic provides information on processing FOIA/PA requests, including
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Change Date |
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November 16, 2020
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II.i.2.D.6.a. Processing FOIA and PA Requests |
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During initial screening, the intake processing center (IPC) routes Freedom of Information Act (FOIA)/Privacy Act (PA) requests through the CM portal to the Record Management Center’s (RMC’s) mail queue without taking any system actions.
Exception: There are some situations where system actions are required. Use the table below to determine the actions to take when exceptions to the process described in the preceding paragraph apply.
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II.i.2.D.6.b. Use of VA Form 20-10206 |
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VA Form 20-10206, Freedom of Information Act (FOIA) or Privacy Act (PA) Request, is available for a claimant, a claimant’s authorized third-party representative, a claimant’s authorized POA, or other individual to use to request records.
Important: Use of this form is not a requirement but is encouraged as the preferred method to request records under FOIA or PA.
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7. Routing Mail to Other Business Lines
Change Date |
November 6, 2024
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II.i.2.D.7.a. Procedures for Routing Mail to Other Business Lines |
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Use the table below to determine the proper procedure for routing mail to other business lines.
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