CHAMPVA Modernization & Issues

I am writing to express my sincere appreciation for CHAMPVA. However, I would like to bring to your attention some pressing concerns regarding the current state of the program & the urgent need for additional funding and staffing. Over the last decade, the number of beneficiaries has grown exponentially, but unfortunately, the resources allocated to the program have not kept pace with this growth. As a result, many veterans and their families are facing significant challenges, & I humbly request your support in urging Congress to address these issues. Here are some of the primary concerns that I & many other CHAMPVA beneficiaries have experienced: 1. Excessive Wait Times for Initial Applications: The wait times for initial application approvals have become increasingly long. Many families are left in limbo, sometimes for 6-9 months. 2. Prolonged Processing Times for Self-Submitted Claims: After submitting claims for reimbursement, beneficiaries often face extended wait times for processing. 3. Lack of a Comprehensive Online System: Currently, there is no centralized portal for beneficiaries to submit applications, claims, or even review Explanation of Benefits (EOBs). Having an online system where questions can be submitted, claims tracked, and EOBs reviewed would streamline the process and significantly reduce the administrative burden on both the CHAMPVA staff and beneficiaries. I do understand there to be a modernization program in place, and I would respectfully urge you to consider supporting all aspects of this process. 4. Absence of a Chat Feature or Centralized Email System: The lack of a chat feature or a centralized email system for beneficiaries to ask questions & seek assistance is frustrating. Implementing a simple, accessible communication platform would make it much easier for families to get the information and support they need in a timely manner. 5. Urgent Need for Case Management: There is currently no case management department within CHAMPVA, & the need for one is dire. Veterans & their families often deal with complex medical situations, & having dedicated case managers to assist in navigating these challenges would greatly improve the overall experience and ensure that beneficiaries receive the care they need. 6. Lack of Provider Knowledge and Willingness to Accept CHAMPVA: Many medical providers are unfamiliar with CHAMPVA, leading to a limited number of providers who are willing to accept this program as payment. This, along with the long delays in CHAMPVA paying providers, has many providers refusing to accept CHAMPVA as a primary insurance, leading beneficiaries to have to obtain other health insurance (OHI) in order to receive care. This situation creates significant barriers to access, especially in rural or underserved areas. There is an urgent need for a provider outreach and education department within CHAMPVA to ensure that more providers understand & accept the program.