Health Claims Processing – Follow-up Engagement

Veterans Affairs Canada (VAC), the Canadian Armed Forces (CAF) and the Royal Canadian Mounted Police (RCMP) partner to manage healthcare benefits and service authorizations, claims processing, and related services through the Federal Health Claims Processing Services (FHCPS) contract. The contract, currently held by Medavie Blue Cross, is expected to end in 2026-27.

In our 2022 Let's Talk Veterans consultation, one theme that emerged was the need for Veterans to have more clarity around eligibility for treatment benefits and services available for their service-related disabilities.

Responses from this follow-up survey will help us better understand how we can improve the information we provide to you.

Between May 15 and June 5, 2024, we asked Veterans about their experiences using their VAC healthcare card. The aim was to help us better understand how we can improve the information we provide to Veterans and their families.

The survey questions focused on Veterans’ understanding of:

• when to start using their VAC healthcare card
• what treatments and services are covered
• the information in the treatment benefit package (including their welcome letter, VAC healthcare card, and booklet)

We also asked Veterans how their experience could have been improved and how they would like to receive updates about the next FHCPS procurement project. The consultation was promoted through a Let’s Talk Veterans invitation email, a Salute! e‑newsletter, and social media to help us reach as many Veterans as possible.

We heard from a wide range of people who receive treatments and services using their VAC healthcare card. We are pleased that 416 people participated in our consultation. We received 340 submissions in English and 76 in French.

The survey results indicate that for some Veterans it was unclear what treatments and services they were covered for once they were granted a VAC disability entitlement for their service-related condition (e.g., Pain and Suffering Compensation, Disability Award, or Disability Pension).

Participants identified several recurring themes to help us improve the information we provide Veterans and their families. Themes that emerged from the survey responses indicated you would like us to:

• improve the clarity of the information you receive with your VAC Healthcare card and treatment benefit package (including your welcome letter, VAC healthcare card, and booklet)
• provide clear instructions on how and when to use your VAC Healthcare card and what treatment benefits and services are available for your service-related condition
• provide personalized details on your coverage for treatments and services available for your service-related condition

Your feedback is valuable and will be used to help us improve the clarity of the information you receive. We will conduct plain language reviews, add more instruction-based messaging, and ensure user testing before we release updated communication products for the next FHCPS contract. This will improve the information you receive with your VAC healthcare card, see from us online, and get in the treatment benefit package (including your welcome letter, VAC healthcare card, and booklet).

We wish to thank all those who participated in providing feedback. We look forward to your participation in future consultations.