Question:
Jim, is there a Complaint Dept. for CHAMPVA? I mailed my wife's application to them in July with a receipt showing they signed for it. They say they do not have it. I'm concerned that they lost control of this and it has a lot of personal identity information on it. I have since faxed the same information to them with proof of them receiving this in July. I am still waiting on their process for the 2nd attempt. Seems as though their process of using mail / fax is a stone age process that is contributing to the issue. Please let me know on any suggestions with dealing with this. Thanks, Chris
Jim's Reply:
Yes! You're in luck. You've reached the CHAMPVA complaint department. I'm it!!! My wife has been dealing with them for years now and all I can tell you is that...it's the VA! The VA seems to be on a path to try and make America's prison system look caring and efficient.
Patience, persistence and the willingness to perform every task twice...or more...is all that's required. We've spent hours on hold only to be disconnected, certified mail is lost, voice mails are never answered...the list goes on and on.
It gets better. The CHAMPVA offices communicate with the Veterans Benefits Administration (VBA) by what may be one of the earliest fax machines in existence. Other than by fax, I don't believe there is any other communication between them...no email. no phone calls...nothing that I'm aware of.
The moral to this story is the same as everything else VA. You have to put in the time to get the proper result and you have to understand this is how it is and not let it drive you off the deep end. Anger is wasted here, they're herd it all before and until Congress acts. nothing can or will happen.
The good news is that once the insurance is in place, it's as good as anything you'll find on the market today and you aren't paying a monthly premium.
A word of caution...spend time before you accept a service and be sure that CHAMPVA will pay for it and there won't be any surprises. Some preventive services have restrictions but again, if you do your homework you'll eventually be very happy you have the insurance.