How we'll work with you

Our case management approach

We may assign a case manager to you, depending on the type of support that you require and the complexity of your needs. 

They'll also discuss with you any treatment or rehabilitation you may need if it's relevant to your circumstances.

When you will have a case manager

If you're receiving an entitlement or rehabilitation from us, you'll most likely be assigned a case manager.

Who you'll work with

Veterans' Support Centre

Our Veterans' Support Centre will be the first point of contact when you ring or email us.

They're able to:

• answer most questions you have for us
• explain the support available
• help you apply for more support.

Case managers

If you have a case manager they'll be the main point of contact between you and Veterans' Affairs.

They're able to:

• talk to organisations on your behalf or help you to do so
• arrange for treatment
• facilitate services and support to be put in place
• support you in making further claims.

If you want, your family or whānau can also be involved in talking with your case manager.

Case management hours are 9:00am to 3:00pm.

If you're unhappy with your case manager it's important you let them know. If you don't feel comfortable in doing this, then you can ask to speak to their Team Leader.

Your Plan

A 'Your Plan' provides a path for the services and support you get from us. It will be created when you're going to be getting ongoing support from us.

Your case manager will assist you during the creation of a 'Your Plan'. You'll be able to discuss it with them and possibly make changes to suit your circumstances before you accept or decline it.

Reimbursement for the treatment of accepted conditions

We will cover the cost of routine medical treatment and expenses administered through your primary General Practitioner (GP) for your service-related accepted conditions. These conditions are listed on your Veterans’ Affairs treatment card.

Some expenses are automatically approved. However, all treatment and support services outside of your GP capabilities need pre-approval.

Costs that do not need pre-approval

Costs that do not need pre-approval for your service-related accepted conditions include:

• GP visits
• treatment that has been approved — this also covers subsidised pharmaceuticals on the PHARMAC list
• diagnostic x-rays and scans up to $1,000 that your GP has referred you for the purpose of treating an accepted condition.

Costs that do need pre-approval

You must get pre-approval for treatment and support services outside of your GP capabilities. This includes:

• specialist or private treatment
• surgery
• pharmaceuticals not on the PHARMAC list
• MRIs
• x-rays and scans over $1,000

Without pre-approval, we won't pay or contribute towards these costs.

If you require clinically urgent treatment or surgery, your GP needs to refer you to your local public hospital in the first instance.

Any other costs must be pre-approved except in an emergency situation when you:

• can’t reasonably seek and get pre-approval, and
• can’t get the treatment through the public health system.

You can discuss and seek pre-approval through your case manager.