Posted on Jun 14, 2023
New Online VA Travel Reimbursement Program Is Failing Veterans, Inspector General Finds
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A new system designed to ensure that the Department of Veterans Affairs reimburses veterans for appointment-related travel quickly and properly is not living up to expectations, frustrating veterans and causing headaches for travel staff.
The Veterans Health Administration rolled out its Beneficiary Travel Self Service System, a web-based travel reimbursement program, in November 2020 to replace a long-standing system accessible through stand-alone kiosks at VA medical facilities or by submitting paper claims. Shortly after the system was introduced and the VA began removing travel kiosks from hospitals and clinics, veterans began notifying Military.com of their concerns with the new system, which is primarily accessed via smartphone or computer.
The Veterans Health Administration rolled out its Beneficiary Travel Self Service System, a web-based travel reimbursement program, in November 2020 to replace a long-standing system accessible through stand-alone kiosks at VA medical facilities or by submitting paper claims. Shortly after the system was introduced and the VA began removing travel kiosks from hospitals and clinics, veterans began notifying Military.com of their concerns with the new system, which is primarily accessed via smartphone or computer.
New Online VA Travel Reimbursement Program Is Failing Veterans, Inspector General Finds
Posted from military.comPosted in these groups: 
Travel
Money
Booz Allen Hamilton
Veterans Affairs (VA)
Information Technology
Travel Money Booz Allen Hamilton Veterans Affairs (VA) Information Technology
Edited >1 y ago
Posted >1 y ago
Responses: 7
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And beginning today, I believe, claims for reimbursement must be filed within 30 days or you won't get paid.
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COL Randall C.
I hadn't put two and two together and am so glad I read your comment SSgt Jim Gilmore. I had a travel claim up to the Hospital (took an Uber up and back) that I hadn't submitted yet and today was day 28.
Lt Col Charlie Brown - Can't say I blame that one (the 30 days) on the VA. Blame our law makers because it's written into the Federal Code (https://www.law.cornell.edu/cfr/text/38/70.20)
Lt Col Charlie Brown - Can't say I blame that one (the 30 days) on the VA. Blame our law makers because it's written into the Federal Code (https://www.law.cornell.edu/cfr/text/38/70.20)
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So, I've had my struggles with BTSSS, persevered and have some lessons learned for folks. I agree that it is a 'learn by doing' thing and I had a few back-and-forth phone calls/emails with the Benificiary Travel Office (BTO) before I was able to 'crack the code' on why they need to see in order to reimburse you for travel to appointments/procedures.
As I am relatively new to the VA system (compared to some folks that have been using it for decades), I can't comment about the comparison between BTSSS and how it was done previously, but from all accounts it was much easier to submit a claim, but the claim process was slow. BTSSS was supposed to automate the majority of the claims, but I have yet to see one that I've submitted do so (they always end up in 'manual review', even for the 'easy' ones)
My experience with the Washington VA is that you can always submit a paper voucher directly with the Beneficiary Travel office. The kiosk may be gone, but you can get the form, fill it out, and drop it at the window. Obviously they would prefer you to use the portal, but they will still accept a paper form.
Yes, you have to access it through a browser (computer, tablet, smart-phone, etc.) and prior to the recent update, the interface was very clunky. I recently submitted a travel reimbursement request and it was a LOT smoother and faster.
My biggest issues were in Community Care appointments. If there is a disconnect between the Community Care appointment and what's in the BTSSS database, then you will have to upload something proving that you actually showed up for your appointment. Originally I was being denied for many and the rejection notice was unclear and indicated that the appointment wasn't in the system (which was true - once you have your initially one, subsequent Community Care appointments rarely show up in BTSSS).
In my back-and-forth with the BTO I found out that what was causing the denial was that they couldn't confirm the appointment. This was solved by a simple letter from the provider (it MUST have the name, contact information, and address of the provider) listing the appointments and confirming that I showed up for them. After that I haven't had an issue.
Lt Col Charlie Brown MSgt Dale Johnson Lt Col John (Jack) Christensen SSgt Jim Gilmore PO2 (Join to see) SFC Casey O'Mally
As I am relatively new to the VA system (compared to some folks that have been using it for decades), I can't comment about the comparison between BTSSS and how it was done previously, but from all accounts it was much easier to submit a claim, but the claim process was slow. BTSSS was supposed to automate the majority of the claims, but I have yet to see one that I've submitted do so (they always end up in 'manual review', even for the 'easy' ones)
My experience with the Washington VA is that you can always submit a paper voucher directly with the Beneficiary Travel office. The kiosk may be gone, but you can get the form, fill it out, and drop it at the window. Obviously they would prefer you to use the portal, but they will still accept a paper form.
Yes, you have to access it through a browser (computer, tablet, smart-phone, etc.) and prior to the recent update, the interface was very clunky. I recently submitted a travel reimbursement request and it was a LOT smoother and faster.
My biggest issues were in Community Care appointments. If there is a disconnect between the Community Care appointment and what's in the BTSSS database, then you will have to upload something proving that you actually showed up for your appointment. Originally I was being denied for many and the rejection notice was unclear and indicated that the appointment wasn't in the system (which was true - once you have your initially one, subsequent Community Care appointments rarely show up in BTSSS).
In my back-and-forth with the BTO I found out that what was causing the denial was that they couldn't confirm the appointment. This was solved by a simple letter from the provider (it MUST have the name, contact information, and address of the provider) listing the appointments and confirming that I showed up for them. After that I haven't had an issue.
Lt Col Charlie Brown MSgt Dale Johnson Lt Col John (Jack) Christensen SSgt Jim Gilmore PO2 (Join to see) SFC Casey O'Mally
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Lt Col John (Jack) Christensen
I'm just glad the military hasn't kicked us off base yet, but it's coming I'm sure.
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