In rush to cut benefits backlog, VA made errors

WASHINGTON — In a rush to cut a huge backlog of claims for disability benefits, the Department of Veterans Affairs is making payments to tens of thousands of veterans without adequate medical evidence that they deserve the benefits, the department’s inspector general’s office said Monday.

Without improvements, the VA could make unsupported payments to veterans totaling about $371 million over the next five years for claims of 100-percent disability alone, said Linda Halliday, an assistant inspector general.

The IG’s office also found widespread problems at VA regional offices in Philadelphia and Baltimore, including mail bins full of disability claims and associated evidence that had not been electronically scanned for three years.

Spot inspections revealed that VA also made errors in one in four claims involving traumatic brain injury, Halliday told the House Veterans Affairs Committee in prepared testimony. The Associated Press obtained a copy of her testimony in advance of the panel’s hearing Monday night.

“Improved financial stewardship at the agency is needed,” Halliday said. “More attention is critical to minimize the financial risk of making inaccurate benefit payments.”

Special initiatives designed to remove older claims and speed processing of new claims are worthwhile, Halliday said, but in some cases they “have had an adverse impact on other workload areas such as appeals management and benefits reductions.”

The VA used the hearing to claim “tremendous progress” in reducing a disability claims backlog that reached about 611,000 in March 2013. The backlog is now about 275,000 — a 55 percent decrease from the peak, said Allison Hickey, undersecretary for benefits at the VA.

Last year, the Veterans Benefits Administration completed a record 1.2 million disability rating claims, Hickey said, and the agency is on track to complete more than 1.3 million rating claims this year. More than 90 percent of the claims are being processed electronically, she said.

The VA has set a goal to process all claims within 125 days at 98 percent accuracy in 2015, but so far has fallen far short. The VA now processes most claims within 154 days at a 90-percent accuracy rate, compared with an accuracy rate of 86 percent three years ago, Hickey said. At one point, veterans were forced to wait an average nine to 10 months for their disability claims to be processed.

“It has never been acceptable to VA … that our veterans are experiencing long delays in receiving the benefits they have earned and deserve,” Hickey said. She said the department has spent the past four years redesigning and streamlining the way it delivers benefits and services.

Halliday, however, said her investigators have found numerous problem in handling VA benefits, including faulty claims processing that “increases the risk of improper payments to veterans and their families.”

Inspectors surveying Philadelphia’s VA benefits center in June found mail bins brimming with claims and associated evidence dating to 2011 that had not been electronically scanned, she said.

Inspectors also found evidence that staffers at the Philadelphia regional office were manipulating dates to make old claims appear newer. The findings are similar to problems that have plagued VA health centers nationwide. Investigators have found long waits for appointments at VA hospitals and clinics, and falsified records to cover up the delays.

In Baltimore, investigators discovered that an employee had inappropriately stored thousands of documents, including some that contained Social Security data, in his office “for an extensive period of time.” About 8,000 documents, including 80 claims folders, unprocessed mail and Social Security information of dead or incarcerated veterans, were stored in the employee’s office, Halliday said.

The VA has long struggled to cope with disability claims. The backlog had intensified in recent years as more solders returned from Iraq and Afghanistan, and as the VA made it easier for Vietnam-era veterans to get disability compensation stemming from exposure to Agent Orange.

Lawmakers in both parties have complained about the Obama administration’s handling of the problem and some have called for an independent commission to address it.

Talk to us

> Give us your news tips.

> Send us a letter to the editor.

> More Herald contact information.

More in Local News

A firefighter stands in silence before a panel bearing the names of L. John Regelbrugge and Kris Regelbrugge during the ten-year remembrance of the Oso landslide on Friday, March 22, 2024, at the Oso Landslide Memorial in Oso, Washington. (Ryan Berry / The Herald)
‘Flood of emotions’ as Oso Landslide Memorial opens on 10th anniversary

Friends, family and first responders held a moment of silence at 10:37 a.m. at the new 2-acre memorial off Highway 530.

Julie Petersen poses for a photo with images of her sister Christina Jefferds and Jefferds’ grand daughter Sanoah Violet Huestis next to a memorial for Sanoah at her home on March 20, 2024 in Arlington, Washington. Peterson wears her sister’s favorite color and one of her bangles. (Annie Barker / The Herald)
‘It just all came down’: An oral history of the Oso mudslide

Ten years later, The Daily Herald spoke with dozens of people — first responders, family, survivors — touched by the deadliest slide in U.S. history.

Victims of the Oso mudslide on March 22, 2014. (Courtesy photos)
Remembering the 43 lives lost in the Oso mudslide

The slide wiped out a neighborhood along Highway 530 in 2014. “Even though you feel like you’re alone in your grief, you’re really not.”

Director Lucia Schmit, right, and Deputy Director Dara Salmon inside the Snohomish County Department of Emergency Management on Friday, March 8, 2024, in Everett, Washington. (Ryan Berry / The Herald)
How Oso slide changed local emergency response ‘on virtually every level’

“In a decade, we have just really, really advanced,” through hard-earned lessons applied to the pandemic, floods and opioids.

Ron and Gail Thompson at their home on Monday, March 4, 2024 in Oso, Washington. (Olivia Vanni / The Herald)
In shadow of scarred Oso hillside, mudslide’s wounds still feel fresh

Locals reflected on living with grief and finding meaning in the wake of a catastrophe “nothing like you can ever imagine” in 2014.

The view of Mountain Loop Mine out the window of a second floor classroom at Fairmount Elementary on Wednesday, Jan. 10, 2024 in Everett, Washington. (Olivia Vanni / The Herald)
County: Everett mining yard violated order to halt work next to school

At least 10 reports accused OMA Construction of violating a stop-work order next to Fairmount Elementary. A judge will hear the case.

Imagine Children's Museum's incoming CEO, Elizabeth "Elee" Wood. (Photo provided by Imagine Children's Museum)
Imagine Children’s Museum in Everett will welcome new CEO in June

Nancy Johnson, who has led Imagine Children’s Museum in Everett for 25 years, will retire in June.

Kelli Littlejohn, who was 11 when her older sister Melissa Lee was murdered, speaks to a group of investigators and deputies to thank them for bringing closure to her family after over 30 years on Thursday, March 28, 2024, at Snohomish County Superior Court in Everett, Washington. (Ryan Berry / The Herald)
‘She can rest in peace’: Jury convicts Bothell man in 1993 killing

Even after police arrested Alan Dean in 2020, it was unclear if he would stand trial. He was convicted Thursday in the murder of Melissa Lee, 15.

Ariel Garcia, 4, was last seen Wednesday morning in an apartment in the 4800 block of Vesper Dr. (Photo provided by Everett Police)
Everett police searching for missing child, 4

Ariel Garcia was last seen Wednesday at an apartment in the 4800 block of Vesper Drive. The child was missing under “suspicious circumstances.”

The rezoned property, seen here from the Hillside Vista luxury development, is surrounded on two sides by modern neighborhoods Monday, March 25, 2024, in Lake Stevens, Washington. (Ryan Berry / The Herald)
Despite petition, Lake Stevens OKs rezone for new 96-home development

The change faced resistance from some residents, who worried about the effects of more density in the neighborhood.

Rep. Suzan DelBene, left, introduces Xichitl Torres Small, center, Undersecretary for Rural Development with the U.S. Department of Agriculture during a talk at Thomas Family Farms on Monday, April 3, 2023, in Snohomish, Washington. (Olivia Vanni / The Herald)
Under new federal program, Washingtonians can file taxes for free

At a press conference Wednesday, U.S. Rep. Suzan DelBene called the Direct File program safe, easy and secure.

Former Snohomish County sheriff’s deputy Jeremie Zeller appears in court for sentencing on multiple counts of misdemeanor theft Wednesday, March 27, 2024, at Snohomish County Superior Court in Everett, Washington. (Ryan Berry / The Herald)
Ex-sheriff’s deputy sentenced to 1 week of jail time for hardware theft

Jeremie Zeller, 47, stole merchandise from Home Depot in south Everett, where he worked overtime as a security guard.

Support local journalism

If you value local news, make a gift now to support the trusted journalism you get in The Daily Herald. Donations processed in this system are not tax deductible.