M21-1 Manual / Part II, Subpart i, Chapter 2, Section D
Handling Specific Types of Mail
M21-1, Part II, Subpart i, Chapter 2, Section D
Overview
In This Section | | This section contains the following topics:| Topic | Topic Name |
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| 1 | Handling Claims for Ancillary Benefits | | 2 | Handling Survivor's Benefit Claims | | 3 | Handling Mail Showing Potential Under/Overpayment | | 4 | Handling Waiver Requests | | 5 | Screening and Handling Restricted-Access Mail From Employees and Their Relatives | | 6 | Processing Freedom of Information Act (FOIA) and Privacy Act (PA) Requests | | 7 | Routing Mail to Other Business Lines |
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1. Handling Claims for Ancillary Benefits
II.i.2.D.1.a. Handling Claims for Ancillary Benefits | | Upon receipt of an application form for the ancillary benefits listed below, follow normal procedures in M21-1, Part II, Subpart i, 2.A for reviewing mail. Ancillary benefit application forms includeNote: An end product (EP) 290 is normally established for ancillary benefits unless received as part of an original claim for other benefits, in which case an EP 110 or 010 series would be used. References: For more information on- EPs, see M21-4, Appendix B
- automobile or other conveyance and adaptive equipment, see M21-1, Part XIII, Subpart i, 2.A
- annual clothing allowance (under 38 U.S.C. 1162), see M21-1, Part XIII, Subpart i, 8.A, and
- awarding specially adapted housing or special home adaptation, see M21-1, Part XIII, Subpart i, 2.B.
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2. Handling Survivor's Benefit Claims
Change Date | | September 11, 2025 |
II.i.2.D.2.a. Handling Claims for Survivor Benefits | | Receipt of one of the forms listed below indicates a claim for survivor’s benefits. Use the centralized mail (CM) portal to route the claim to the appropriate pension management center (PMC), upon receipt ofException: Only non-original in-service death claims, generally received on VA Form 21P-534a, are routed to the PMC. For original in-service death claims see M21-1, Part II, Subpart ii, 3.1.b. References: For more information on- the jurisdiction of original in-service death claims, see M21-1, Part II, Subpart ii, 3.1.b
- in-service death claim labels for EP 130 and EP 140, see the M21-4, Appendix C
- appropriate PMC routing in CM, see M21-1, Part II, Subpart i, 2.A.5.c
- inquiring the corporate record and determining established EPs, see the Share User Guide
- handling receipt of Form SSA-24, Application for Survivors Benefits (Payable Under Title II of the Social Security Act), as an attachment to VA Form 21P-534a, VA Form 21P-534EZ, or VA Form 21P-535, see M21-1, Part XII, Subpart i, 4.A, and
- handling survivor's claims received through the Social Security Administration, see M21-1, Part XII, Subpart i, 4.A.
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3. Handling Mail Showing Potential Under/Overpayment
Introduction | | This topic contains instructions for handling mail showing potential under/overpayment, including- establishing timeliness controls on potential under/overpayments, and
- when to establish timeliness controls on potential
- overpayments, and
- underpayments.
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II.i.2.D.3.a. Establishing Timeliness Controls on Potential Under/Overpayments | | When information is received that suggests a potential under/overpayment may exist, add the Potential Under/Overpayment special issue to allow for monitoring of timeliness in completing action on potential under/overpayments. Exception: The use of the Potential Under/Overpayment special issue is not required while processing pension and survivor claims. |
II.i.2.D.3.b. When to Establish Timeliness Controls on Potential Overpayments | | Add the Potential Under/Overpayment special issue when information is received from one of the following sources indicating potential overpayment: - the beneficiary or a third party
- a message generated as a result of a matching program as described in M21-1, Part XIV, or
- an 800 series work item.
Examples of mail that could result in a reduction or discontinuation of benefits include- mail related to one of the matching programs discussed in M21-1, Part XIV, or
- a notice of
- drill pay
- return to active duty
- fugitive felon
- death
- incarceration
- a change in the status of a beneficiary’s dependent(s), or
- hospitalization that requires adjustment of a beneficiary’s award under
References: For more information on- placing 800 series work items under EP control, see
- adjusting awards based on drill pay, see M21-1, Part VI, Subpart ii, 3.C
- fugitive felon award adjustments, see M21-1, Part XIV, 8.2
- notice of incarceration, see M21-1, Part VI, Subpart iii, 1.A.3
- adjustments based upon school attendance, see M21-1, Part VII, Subpart ii, 1.B, and
- accessing reports of hospital and nursing home admission, see M21-1, Part X, Subpart iii, 1.A.
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II.i.2.D.3.c. When to Establish Timeliness Controls on Potential Underpayments | | Add the Potential Under/Overpayment special issue when information is received from one of the following sources indicating potential underpayment:- a message generated as a result of a matching program as described in M21-1, Part XIV, or
- an 800 series work item.
Example: An Audit Error Worksheet (AEW) for entitlement to Concurrent Retirement and Disability Pay or Combat Related Special Compensation.Note: Do not apply the Potential Under/Overpayment special issue to claims received from the beneficiary, to include requests for reinstatement of compensation. References: For more information on- controlling AEWs, see M21-1, Part VI, Subpart ii, 4.E.1.c
- placing 800 series work items under EP control, see M21-1, Part II, Subpart i, 2.C.2.d
- reinstatement of compensation following a release from active duty, see M21-1, Part X, Subpart v, 2.B, and
- special issue indicators, see M21-4, Appendix E, 2.a and b.
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4. Handling Waiver Requests
Change Date | | September 27, 2022 |
II.i.2.D.4.a. Handling Waiver Requests | | Upon receipt of a request for a waiver of debt, determine if a Receivables Balance is shown on the AWARD INFORMATION tab on the CORPORATE INQUIRY AWARD/RATING screen in Share.Example:Use the table below to determine the actions to take when handling waiver requests.| If ... | Then ... |
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- receivables balance information is shown in the AWARD INFORMATION tab, and
- all documents in the mail packet are intended for the Debt Management Center (DMC)
| reassign the mail packet to the DMC Assignment Queue in the CM portal. | - receivables balance information is shown in the AWARD INFORMATION tab, and
- at least one document needs to be uploaded into the VBMS electronic claims folder (eFolder).
| - utilize the download functionality within the CM portal to download the mail image(s)
- process the remaining documents in the packet as appropriate
- upload the packet into the Veterans Benefits Management System (VBMS), and
- start a new Found Waiver request at the DMC General Correspondence Request Page and follow the prompts on the form to advise the waiver was received and where it can be located.
Notes: - Do not attach the mail document to the Found Waiver request. The DMC will access the document in VBMS based on the information provided in the request.
- Upon receipt of an e-mail response stating the request is not valid
- follow the link in the e-mail to review the notes explaining why DMC has rejected the request, and
- update or cancel the request as appropriate.
| | no receivables balance information is shown in the AWARD INFORMATION tab | further review of the request is needed to determine the actual issue requested, with appropriate action to follow. |
References: For more information on |
5. Screening and Handling Restricted-Access Mail From Employees and Their Relatives
Introduction | | This topic contains information on screening and handling restricted-access mail from employees and their relatives, including- identifying restricted-access mail
- who has jurisdiction over restricted-access mail
- National Work Queue (NWQ) routing of claims to restricted access claims centers (RACCs)
- use of the RACC cover sheet for proper mail routing, and
- RACC mail handling responsibilities.
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Change Date | | October 20, 2021 |
II.i.2.D.5.a. Identifying Restricted- Access Mail | | Mail from the following claimants requires restricted-access handling:- Department of Veterans Affairs (VA) Veterans Benefits Administration (VBA) employees
- designated family members of VBA employees
- Veterans service organization employees
- VA interns
- participants in VA work-study programs, and
- high-ranking government officials.
Reference: For more information on identifying individuals whose claims require restricted-access handling, see M21-1, Part II, Subpart ii, 2.B. |
II.i.2.D.5.b. Who Has Jurisdiction Over Restricted-Access Mail | | With few exceptions, mail related to claims filed by VBA employees and their relatives require restricted-access handling by the St. Paul Restricted Access Claims Center (RACC) for compensation claims, and by the St. Paul PMC RACC for pension and survivor claims. Reference: For more information on claims handled by RACCs, see M21-1, Part II, Subpart ii, 2.B. |
II.i.2.D.5.d. Use of the RACC Cover Sheet for Proper Mail Routing | | Mail routing within the CM portals is normally based upon the zip code from which correspondence originated. RACC employees attach cover sheets to all outgoing correspondence. Additionally, Public Contact teams at all regional offices (ROs) provide these cover sheets to employee/family member claimants upon request. The cover sheets override zip codes and automatically route the incoming mail to the appropriate RACC CM queue. In cases where non-RACC ROs receive RACC mail, the RO employee will reassign the mail within their CM queues to the appropriate RACC CM queue per M21-1, Part II, Subpart i, 2.A.5.c, Steps 3-5. References: For more information on- claims handled by RACCs, see M21-1, Part II, Subpart ii, 2.B
- initial screening of mail, see M21-1, Part II, Subpart i, 2.A.1, and
- reassigning mail to other ROs’ CM work queues, see M21-1, Part II, Subpart i, 2.A.5.
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II.i.2.D.5.e. RACC Mail Handling Responsibilities | | When a RACC receives mail from a VBA employee or a VBA employee’s relative as listed in M21-1, Part II, Subpart ii, 2.B from another RO, it must- review the claims folder to determine whether a claim is pending, and (if necessary)
- continue any claims processing activities initiated by the other RO.
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6. Processing FOIA and PA Requests
Introduction | | This topic provides information on processing FOIA/PA requests, including- processing FOIA and PA requests, and
- use of VA Form 20-10206, Freedom of Information Act (FOIA) or Privacy Act (PA) Request.
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Change Date | | November 16, 2020 |
II.i.2.D.6.a. Processing FOIA and PA Requests | | During initial screening, the intake processing center (IPC) routes Freedom of Information Act (FOIA)/Privacy Act (PA) requests through the CM portal to the Record Management Center’s (RMC’s) mail queue without taking any system actions. Exception: There are some situations where system actions are required. Use the table below to determine the actions to take when exceptions to the process described in the preceding paragraph apply. | If a ... | Then the IPC ... |
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| FOIA/PA request is received in the same mail packet as other mail requiring RO action | - establishes end product
- 510, Privacy Act Request, or
- 511, FOIA
- leaves the suspense reason as Initial Review Pending, and
- brokers the corresponding work item to RMC in VBMS only.
Notes:- The IPC leaves a permanent note under the brokered work item indicating a FOIA/PA request was received with other RO action mail.
- After establishing EP 510 or 511, the RO
- processes the action mail, and
- uploads the mail packet into the appropriate eFolder in VBMS.
Reference: For more information on establishing EPs in VBMS, see M21-1, Part II, Subpart iii, 3.A.1.d. | | congressional FOIA/PA request is received through the CM portal | - downloads the request from the portal and saves it in the portable document format (PDF)
- e-mails the request to VAVBASTL/RMC/CONGRESSIONAL, and
- uploads the request into the appropriate eFolder in VBMS.
Note: The CM portal does not normally contain congressional FOIA/PA requests. RO Congressional Liaisons may refer congressional staff to RMC for qualifying requests. |
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7. Routing Mail to Other Business Lines
Change Date | | November 6, 2024 |
II.i.2.D.7.a. Procedures for Routing Mail to Other Business Lines | | Use the table below to determine the proper procedure for routing mail to other business lines.| Business Line | Routing Procedures |
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| Education Service | Use Education Service’s jurisdiction map to determine which regional processing office (RPO) has jurisdiction, based on the claimant’s address; then reassign the mail to that RPO’s queue in the CM portal. | | Insurance Service | Reassign mail to the Insurance Mail queue in the CM portal. | | Loan Guaranty Service | - Use functionality within the CM portal to
- download the mail, and
- save the mail as a PDF file.
- E-mail the PDF file (using appropriate encryption) to LGY.LPNATIONAL@va.gov.
| | Veteran Readiness and Employment (VR&E) Service | Reassign mail to the appropriate VR&E mail queue in the CM portal. | | Support Services Division (SSD)/finance activity | Reassign all SSD/finance activity-related mail to the appropriate SSD mail queue in the CM portal. | | Veterans Health Administration (VHA) | Handle mail received for a VHA facility in accordance with local policy. | | National Cemetery Administration | Fax claims, such as a VA Form 40-1330, Claim for Standard Government Headstone or Marker, and supporting documentation to 1-800-455-7143 or mail them to Memorial Programs Service (41B)Department of Veterans Affairs5109 Russell RoadQuantico, VA 22134-3903. Important: When faxing more than one claim, fax each claim package (claim plus supporting documentation) individually (disconnect the call and redial for each submission). |
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Source: VA M21-1 Adjudication Procedures Manual, M21-1, Part II, Subpart i, Chapter 2, Section D (U.S. government work, reproduced for reference). Browse all sections →