M21-1 Manual / Part II, Subpart ii, Chapter 1, Section B
Lost Paper Claims Folders and Reconciliation of Duplicate Records
M21-1, Part II, Subpart ii, Chapter 1, Section B
Overview
In This Section | | This section contains the following topics: | Topic | Topic Name |
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| 1 | Searching for Lost Paper Claims Folders | | 2 | Claims Folder Number Reconciliation and Cancellation |
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1. Searching for Lost Paper Claims Folders
Introduction | | This topic contains information on searching for lost paper claims folders, including- general search procedure
- rebuilding lost
- paper claims folders, and
- notice of death (NOD) or Dependents’ Educational Assistance (DEA) folders, and
- combining folders when the original folder is located.
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II.ii.1.B.1.a. General Search Procedure | | Make an exhaustive search of the entire office upon discovering that the paper claims folder of a living or deceased Veteran, a notice of death (NOD) folder, or Dependents’ Educational Assistance (DEA) folder is- missing, or
- was sent to a vendor to be converted to an electronic record and the documents contained within the folder are unavailable.
Note: If the folder was| Step | Action |
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| 1 | Conduct a name search of the entire drawer where the folder should be filed. | | 2 | Add the claims folder number to the search list. | | 3 | Check the- pending files of the transfer and correspondence activities, and
- principal guardianship files.
| | 4 | If the computer system shows an active compensation, pension, or education record, check the records of recent payment history. If these records show payment of benefits by another RO, contact that RO to determine whether the folder is located there. | | 5 | If completion of the preceding steps fails to result in locating the missing folder, consider the folder lost. Note: The RO that has mail for the folder and is requesting the folder should report the folder missing, if applicable. | | 6 | Maintain the pending end product (EP) with a 30-day suspense that begins on the date the Department of Veterans Affairs (VA) received the claim. After the 30-day period ends,- create a rebuilt claims folder for processing the claim, and
- continue any incomplete search efforts to find the original folder.
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II.ii.1.B.1.b. Rebuilding Lost Paper Claims Folders | | Follow the steps in the table below if the missing folder is a paper claims folder.| Step | Action |
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| 1 | Submit a scanning request via the Source Material Tracking System (SMTS) Portal. Consider the following message a negative response for records: File not found. Save a screenshot of the message for association with the claims folder. References: For more information on | | 2 | Request a physical check for the claims folder in the file bank by- sending an e-mail message to the Veterans Service Center Manager of any RO where there is reason to believe the folder may be located, and
- requesting a response within a specific period of time.
Note: For claims that require priority processing, request a response time of 24 hours. For routine requests, request a response time of five workdays. Reference: For more information on claims that require priority processing, see M21-1, Part X, Subpart i, 1. | | 3 | Upon receipt of negative replies from all locations, rebuild the claims folder according to the instructions in the table below. | If the rebuilt claims folder will be in a(n) ... | Then ... |
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| electronic format | - create an electronic claims folder (eFolder) in the Veterans Benefits Management System (VBMS), if one does not already exist
- upload the negative responses to the eFolder
- request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their power of attorney (POA)
- update the Beneficiary Identification and Records Locator Subsystem (BIRLS) FOLDER LOCATION screen to reflect that the eFolder at the RO is a rebuilt eFolder, and
- append the Rebuilt Folder corporate flash.
References: For more information on- creating eFolders, see M21-1, Part II, Subpart ii, 1.A
- appending a corporate flash, see Share Online Help, and
- updating BIRLS to show a rebuilt folder, see Share Online Help.
| | paper format | - prepare a rebuilt folder
- associate the negative responses with the paper claims folder
- request from the claimant copies of any relevant evidence or documentation in their possession and, if applicable, the possession of their POA
- update the BIRLS FOLDER LOCATION screen to reflect that the folder at the RO is a rebuilt folder, and
- prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.
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II.ii.1.B.1.c. Rebuilding Lost NOD or DEA Folders | | Use the table below if a NOD or a DEA folder cannot be located after- completing internal searches, and
- receiving responses to requests for searches at any other ROs where the folder might be located.
| If the rebuilt NOD or DEA folder will be in a(n) ... | Then ... |
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| electronic format | - create an eFolder
- upload the negative responses to the eFolder, and
- append the Rebuilt Folder corporate flash.
References: For more information on | | paper format | - rebuild the folder
- associate the negative responses with the paper claims folder
- if necessary, include copies of documents from available claims folders, fiscal records, and education records in the DEA folder, and
- prominently mark the cover of the rebuilt folder with the words Rebuilt Folder.
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II.ii.1.B.1.d. Combining Folders When the Original Folder Is Located | | Use the table below to determine the appropriate actions to take after locating a lost paper claims folder. | If the rebuilt folder is in a(n) ... | Then ... |
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| electronic format | - consolidate documents that were obtained from the original folder into the rebuilt eFolder by sending the paper claims folder to the scanning vendor
- remove the rebuilt folder indicator in BIRLS, and
- remove the Rebuilt Folder corporate flash.
| | paper format | - combine the rebuilt folder and the original folder
- remove the rebuilt folder indicator in BIRLS, and
- forward the folder to the controlling operational element for review.
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References: For more information on- sending a claims folder to the scanning vendor, see M21-1, Part II, Subpart i, 1.B
- removing a corporate flash, see Share Online Help, and
- updating BIRLS to remove the rebuilt folder indicator, see Share Online Help.
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2. Claims Folder Number Reconciliation and Cancellation
Introduction | | This topic contains information on claims folder number reconciliation and cancellation, including- requirements for consolidation of duplicate BIRLS records and claims folders
- RO action when two BIRLS records exist for the same Veteran, and
- preparing the records for consolidation by the Office of Business Integration (OBI) Benefits Data Quality (OBIBDQ).
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Change Date | | March 30, 2026 |
II.ii.1.B.2.a. Requirements for Consolidation of Duplicate BIRLS Records and Claims Folders | | The RO that is performing the consolidation must have custody and jurisdiction of both corresponding claims folders to consolidate the duplicate BIRLS records. If the RO not have custody of, or hold jurisdiction over, the claims folder(s)/eFolder(s) involved, that RO must request a permanent transfer of the absent claim folder/eFolder. Exception: A permanent transfer of the physical claims folder should only be conducted when the folder is located at a Federal records center (FRC).Use the table below to determine the RO responsible for performing consolidation.| If the duplicate record was created by … | and discovered by … | Then remediation steps must be taken by the RO… |
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| a specific RO | any RO or VA Central Office (VACO) | that created the duplicate record. | | Veterans Benefits Administration automation functionality | an RO | that discovered the duplicate record. | | VACO | nearest to the Veteran’s residence. |
Reference: For more information on requesting a claims folder from an FRC, see M21-1, Part II, Subpart ii, 3. |
II.ii.1.B.2.b. RO Action When Two BIRLS Records Exist for the Same Veteran | | After discovering that two BIRLS records exist for the same Veteran, forward all corresponding documentation, including claims folders and applications, if applicable, to the local Duplicate Remediation point of contact (POC).The local Duplicate Remediation POC is responsible for consolidating the records. This is accomplished by using the Duplicate Record Consolidation (DUPC) tool, which users access through the Common Security User Manager (CSUM)_NET application.Exceptions: - Do not forward finance activity records to the Duplicate Remediation POC.
- The Office of Business Integration (OBI) Benefits Data Quality (OBIBDQ) will perform the consolidation if the claims folder is located at folder location 376 or 101-ICMHS. The local Duplicate Remediation POC is responsible for preparing the records for consolidation, following the instructions in M21-1, Part II, Subpart ii, 1.B.2.c.
Reference: For more information about using the DUPC tool, see the CSUM_NET BIRLS Consolidation Job Aid. |
II.ii.1.B.2.c. Preparing the Records for Consolidation by OBIBDQ | | Local Duplicate Remediation POC are responsible for following the steps in the table below when one or more of the claims folders are located at folder location 376 or 101-ICMHS.| Step | Action |
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| 1 | Request expedited scanning of the claims folder using the SMTS Portal, if necessary. | | 2 | On each pending EP associated with the duplicate BIRLS records, add the - Duplicate Record Consolidation (DUPC) special issue indicator to one contention, and
- File Requested tracked item.
| | 3 | Review Package Manager and delete any letters in Draft or Failed to Finalize status. | | 4 | Review the corporate record(s) associated with each duplicate BIRLS record.If more than one corporate record has award data, ensure the award(s) for the corporate record that will not be retained is in “terminated” status before going to the next step in this table. | | 5 | Review the corporate record that will not be retained for any pending EP(s). Cancel the pending EP(s) and re-establish them under the record that will be retained.Exception: Do not cancel an EP with a pending exam (or clarification) request until the exam(s) have been completed and the results are uploaded in the eFolder.Important: When re-establishing the EP(s), ensure the following details are captured and recreated on the new EP(s):- contentions (and associated attributes such as Classification, Type, etc.)
- special issue indicators, and
- tracked items.
| | 6 | Submit a Service Now (SNOW) ticket via the YourIT Service Portal requesting record consolidation. The - ticket’s short description must say CSUM_NET DUPC BIRLS Correction, and
- attachment to the ticket should specifically identify which file number/Social Security number is to be
- retained, and
- merged or removed (also referred to as canceled).
| | 7 | For claim types managed by the National Work Queue (NWQ), e-mail the NWQ staff at VAVBAWAS/CO/NWQ to request transfer of any pending EPs associated with the duplicate records to the Central Office VBMS work queue. The e-mail’s - subject line must say Station [insert station number]_[insert today’s date]_DUPC Recall Request, and
- body must contain
- clearly identified Claim IDs of the claim(s) impacted by the duplicate record consolidation, and
- the active YourIT ticket number for the DUPC issue.
| | 8 | Associate a copy of the e-mail to NWQ with the claims folder. |
Notes: - OBIBDQ will complete the DUPC record consolidation (for duplicate BIRLS records only) and the local Duplicate Remediation POC will remove the special issue indicator upon completion of the consolidation.
- NWQ will review requests to determine recall eligibility. The recalled claim(s) will be routed to the appropriate station by NWQ once the special issue indicator has been removed.
References: For more information on- BIRLS and corporate record consolidation, see the Duplicate Records Consolidation Materials
- using the DUPC tool, see the CSUM_NET BIRLS Consolidation Job Aid
- using the RO Ticket Tracker (ROTT) for consolidation of duplicate corporate records, see the ROTT Standard Operating Procedures
- the SMTS Portal, see M21-1, Part II, Subpart i, 1.B.5
- using the SMTS Portal to request a folder, see the SMTS Training Manual, and
- adding special issue indicators and tracked items, see the VBMS Core User Guide.
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Source: VA M21-1 Adjudication Procedures Manual, M21-1, Part II, Subpart ii, Chapter 1, Section B (U.S. government work, reproduced for reference). Browse all sections →