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: 4 August 2025
The average number of days it takes to process a claim at 30 June 2025
| 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 | 1 January to 30 June 2025 |
| Disablement Pension | 324 | 361 | 354 | 408 | 375 |
| Funeral Expenses | 68 | 50 | 77 | 56 | 55 |
| Independence Allowance | 328 | 292 | 334 | 369 | 323 |
| Permanent Impairment | 154 | 197 | 436 | 437 | 347 |
| Surviving Spouse or Partner Pension | 66 | 60 | 71 | 60 | 39 |
| Weekly Compensation | 80 | 124 | 159 | 212 | 105 |
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 | 1 January 2025 to 30 June 2025 |
| Claims received | 1,470 | 1,597 | 1,468 | 1,464 | 1,760 |
| Claims processed | 1,046 | 1,486 | 1,498 | 1,905 | 1,942 |
| Claims in progress | 2,576 | 2,395 | 2,559 | 2,316 | 1,922 |
| Under clinical review | — | — | — | 55 | 126 |
| Total claims in progress | 2,576 | 2,395 | 2,559 | 2,371 | 2,048 |
Graph of claims received and processed
Graph of open claims
Additional information for claims
The average number of days taken to retrieve additional information for claims has reduced to 81 days. Examples of 'Additional information' could include medical information from the veteran's GP or from a specialist, or it could be just asking for more information from the veteran. 1,958 additional information tasks were closed.
| 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 | 1 January 2025 to 30 June 2025 |
| Average days to retrieve additional information | 168 | 168 | 196 | 84 | 81 |
| Number of additional information tasks closed | 314 | 418 | 840 | 2,184 | 1,958 |
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.
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
- is applying for income compensation
- is over 90 years old
- is applying for a condition that meets the criteria for an ex gratia payment.
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.