Skip to main content

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: 30 July 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

A line graph showing the number of claims received, claims processed, and open claims from January 2019 to July 2025. This information is also expressed in the tables on this page.

Graph of open claims

A line graph showing the number of open claims from January 2019 to July 2025. This information is also expressed in the tables on this page.

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.

Contact us

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.

Contact us

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.

Contact us

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.