Processing times for claims
On this page, you can view the average processing times for some claims, the reasons for delays, the actions we're taking, and advice on how you can reduce your wait time.
Last updated: 18 February 2025
The average number of days it takes to process a claim at 31 December 2024
| Types of claims | 1 January to 30 June 2023 | 1 July to 31 December 2023 | 1 January to 30 June 2024 | 1 July to 31 December 2024 |
| Disablement Pension | 324 | 361 | 354 | 408 |
| Funeral Expenses | 68 | 50 | 77 | 56 |
| Independence Allowance | 328 | 292 | 334 | 369 |
| Permanent Impairment | 154 | 197 | 436 | 437 |
| Surviving Spouse or Partner Pension | 66 | 60 | 71 | 60 |
| Weekly Compensation | 80 | 124 | 159 | 212 |
Number of claims
The following table shows the history of claims that are in progress and those that have been completed.
| Types of claims | 1 January to 30 June 2023 | 1 July to 31 December 2023 | 1 January to 30 June 2024 | 1 July to 31 December 2024 |
| Claims received | 1,470 | 1,597 | 1,468 | 1,464 |
| Claims in progress | 2,576 | 2,395 | 2,559 | 2,316 |
| Claims processed | 1,046 | 1,486 | 1,498 | 1,905 |
Claims received and processed
Orange: Total open claims
Blue: Claims received
Green: Claims processed
Why processing times vary
Some claims are relatively simple and normally processed quickly. Urgent claims are given priority.
However, more complicated claims take longer to process. Those claims might:
- include complex conditions
- need further information from medical specialists.
What we're doing to reduce processing times
Budget 2024 provides us with funds to recruit more staff specifically to address the processing times. We are continuing to make our processes more efficient — checking all claims as they are received to identify and follow up on any missing information.
The reasons for the waiting times
- Over the last few years, we have been receiving more claims which caused a backlog.
- We have been receiving more complex claims, which take longer to process.
Complex claims are broadly described as claims where a client claims for multiple conditions. These take much longer to process. - Sometimes, it takes a long time to get the medical information we need to assess and decide on claims.
- Additional information takes time to receive.
A significant component of the time to process some claims is the time that it takes to receive the complete information of a claim or additional information required to make a decision. It is important to include in your application all the information that has been requested.
Let us know if your situation changes
For example, if your condition deteriorates, or the delay is causing you financial difficulties, contact us. We may be able to escalate your application for an earlier assessment.
It is important that you continue to receive treatment from your health provider.
How you can reduce your wait time
The most effective step that you can take to shorten the processing time for your claim is to provide all the information that we require when you send in your claim.
This means:
- having your GP or specialist confirm your diagnosis
- sending us all the documents or information that you have about your condition.
Tip: Use the checklist on the claim form to see what steps to take and what documents to include.
If we don’t have everything we need to process your claim, we will have to ask you or your GP or specialist for the missing information. This will delay your claim.
Contact us if you’re not sure what documents you need to support your claim.
How we prioritise claims
We give claims the greatest urgency when a veteran:
- has a terminal illness
- has mental health issues
- is experiencing financial hardship.
Contact us if your health or financial circumstances change significantly while waiting for a decision on your claim.
We will make sure that you don't miss out
If your claim is approved, we will backdate any payments to the date we received your completed application. We'll also consider reimbursing you for any reasonable medical costs related to that condition.