ࡱ>  ˷bjbj :ccQy$#$#$#$#$#8#8#8#8p#\$8#P'))))+ 548,$=<$#z:++z:z:<$#$#))4QTCCCz:^$#)$#),Cz:CC~8F)RUP:X<N7j@7FF&7$#l@z:z:Cz:z:z:z:z:<<Bz:z:z:z:z:z:z:7z:z:z:z:z:z:z:z:z: !: Section B. Evidence Requested From the Claimant Overview  PRIVATE INFOTYPE="OTHER"  In This SectionThis section contains the following topics: TopicTopic Name1 Requesting Evidence From the Claimant2 Controls for Responses to VA Requests for Evidence3 Certifying Eligibility and Continued Entitlement to VA Benefits4 Acceptable Evidence of Birth, Death, or Relationship5 Determining the Acceptability of Photocopies6 New and Material Evidence Under 38 CFR 3.1567 Certification of Statements Provided in Support of a Claim for Service Connection (SC)8 Requirement for Affidavits or Certification9 Issues Regarding a Claimants Address 1. Requesting Evidence From the Claimant  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on requesting evidence from a claimant, including written requests for evidence notice of time limits to submit evidence claims development by e-mail, fax, and telephone documenting information received by telephone handling information received by telephone that might affect benefits referencing information received by telephone in decision notices, and managing damaged electronic media Change DateJune 26, 2015 PRIVATE INFOTYPE="PRINCIPLE"  a. Written Requests for EvidenceWhen sending written requests for evidence to a claimant, use available automated tools to generate letter text. Note: The Department of Veterans Affairs (VA) also encourages claims development by e-mail, fax, and telephone. References: For information about generating letters with automated tools, see HYPERLINK "http://vbaw.vba.va.gov/VBMS/docs/VBMS_Release_8_0_UserGuide_UsersEdition.pdf"VBMS User Guide HYPERLINK "http://vbaw.vba.va.gov/VetsNet/Claims_Docs/webhelp/Claim_Development1.htm"MAP-D Users Guide  HYPERLINK "http://vbaw.vba.va.gov/bl/21/publicat/Users/Index2.htm" user guides on the PCGL web page, or  HYPERLINK "http://vbacodmoint1.vba.va.gov/bl/21/LetterGenerator/LG.asp" Letter Creator Tool, and claims development by email, fax, and telephone, see M21-1, Part III, Subpart iii, 1.B.1.c PRIVATE INFOTYPE="PRINCIPLE"  b. Notice of Time Limits to Submit EvidenceSpecify a time limit of 30 days for the claimant to submit evidence. Further advise the claimant if evidence is not submitted within 30 days, VA may decide the claim based on the information and evidence of record, and he/she has one year from the date of the corresponding decision notice to submit evidence or information to substantiate his/her claim. References: For information on establishing time limits for the submission of evidence, see M21-1, Part III, Subpart iii, 1.B.2, and suspense dates, see the HYPERLINK "http://css.vba.va.gov/SHARE/"Share User Guide, or document titled  HYPERLINK "http://vbaw.vba.va.gov/bl/21/systems/docs/VSF.doc" VETSNET Suspense Functionality. PRIVATE INFOTYPE="PRINCIPLE"  c. Claims Development by E-Mail, Fax, and TelephoneVA strongly encourages claims development by e-mail, fax, and telephone, when appropriate. Appropriate situations include, but are not limited to, requests to the claimant for medical evidence Social Security numbers (SSNs) award/denial letters for certain benefits, such as Social Security disability benefits addresses employment information, and clarification of income-related issues and medical expenses. Notes: VA considers evidence received by e-mail or fax to be authentic unless there is a specific reason to question the source of the document. The instructions for handling correspondence received through traditional means apply to correspondence received by e-mail or fax. When using electronic media for communication, be sure to adhere to VAs information security policy in maintaining the privacy of a claimants records. References: For more information on development by e-mail, fax, or telephone, see M27-1, Part I, 5.8 handling e-mail responses, see M27-1, Part I, 5.9, and VAs information security policy, see  HYPERLINK "http://vaww1.va.gov/vapubs/search_action.cfm?dType=2" VA Handbook 6500. d. Documenting Information Received by TelephoneSummarize the details of telephone contact with a claimant on VA Form 27-0820, Report of General Information. Document unsuccessful attempts to contact a claimant by telephone as a permanent note in the Veterans Service Network (VETSNET), or VBMS. e. Handling Information Received by Telephone That Might Affect BenefitsVA may use information it receives by telephone to adjust a beneficiarys award as long as the VA employee who took the information identified himself/herself to the caller as an employee who is authorized to receive the information or statement established the identity of the caller as either the beneficiary or his/her fiduciary by asking the caller to provide specific information about the beneficiary that is contained in VA records, such as the beneficiarys SSN beneficiarys date of birth Veterans branch of service dates of the Veterans service, or other information only the beneficiary would know, and informed the caller VA will use the information he/she provides for the purpose of calculating benefits. Following telephone contact, the employee must document the call by summarizing it on VA Form 27-0820. The employee must then retain the form in the claims folder and send a copy of it to the beneficiarys power of attorney, if applicable. The summary must include the specific information or statement the caller provided date of the call identity of the caller steps taken to verify the callers identity as either the beneficiary or his/her fiduciary, and confirmation the employee informed the caller that VA would use the information or statement he/she provided for the purpose of calculating benefits. Notes: If a VA employee follows the preceding steps for handling information received by telephone, VA may adjust a beneficiarys award and provide only contemporaneous notice of the action taken. If a VA employee does not follow the preceding steps, and the beneficiary or his/her fiduciary does not provide signed, written notice of the matter affecting his/her benefits, VA must provide the beneficiary advance notice of any adverse action it intends to take. An e-mail or fax from a beneficiary or his/her fiduciary may serve as written notice of a matter affecting benefits, thereby allowing VA to adjust benefits and provide only contemporaneous notice of the action taken. References: For more information on documenting information received by telephone, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1217&rgn=div8"38 CFR 3.217 notice of proposed adverse action, see M21-1, Part I, 2.A, and contemporaneous notice related to information received by telephones, see M21-1, Part I, 2.D.2. f. Referencing Information Received by Telephone in Decision NoticesDecision notices that include a denial of benefits must include references to any evidence VA received by telephone, and used in determining entitlement. When referencing the information received by telephone in decision notices, include the date of telephone contact, and name of the individual who provided the information. Reference: For more information on listing evidence in a decision notice, see M21-1 Part III, Subpart v, 2.B.1, and  HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1103&rgn=div8" 38 CFR 3.103(f). g. Managing Damaged Electronic MediaWhen information submitted via electronic media is inaccessible due to damaged media devices or corrupted files, the Regional Office (RO) must notify the claimant the data cannot be retrieved and allow for the re-submission of that evidence. When an RO receives portable media from a claimant or it is returned from the scanning vendor and the evidence cannot be retrieved, it should send the claimant a subsequent development letter and place the following text at the top of the letter in MAP-D or use the IMPORTANT INFORMATION free-text field in VBMS, as applicable. Our records show you submitted evidence via portable media format [insert type of evidence - CD, DVD, thumb drive, etc.] on [date evidence was received]. Unfortunately, the data could not be retrieved due to file corruption or damage; therefore, we are returning the portable media to you. Please send us a copy of these records within 15 days from the date of this letter. If we do not hear from you within the 15 days, we will proceed with the claim and make a decision based on the evidence of record. Please show your full name and VA file number on all correspondence or evidence submitted. edit all referenced response times in the letter to 15 days, and update the claim level suspense reason to Develop to Claimant for: damaged media info, and set the suspense date 15 days from the date the letter is generated. The tracked item level suspense date must also reflect a suspense date of 15 days from the date the letter is generated. 2. Controls for Responses to VA Requests for Evidence  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information about controls for responses to VA requests for evidence, including time limit for responding to a request claimants who do not respond within 30 days denying claims for failure to provide all requested evidence incomplete responses that justify award action situations warranting extension of the 30-day time limit what an extension of the 30-day time limit does not affect, and situations that do not warrant extension of the 30-day time limit. Change DateJune 26, 2015 a. Time Limit for Responding to a RequestUnless otherwise required by VA policy or regulation, allow claimants 30 days to respond to a request for evidence. b. Claimants Who Do Not Respond Within 30 DaysIf a claimant does not respond to a request for evidence within 30 days, refer the claim to authorization or rating activity for a decision. Authorization activity is responsible for notifying the claimant of any decision on his/her claim. If the evidence of record fails to support an award of the benefits the claimant is seeking, the decision notice must inform the claimant of the reason for the denial the evidence used the one-year time limit for submission of evidence, and his/her procedural and appellate rights, and include a copy of VA Form 21-0958, Notice of Disagreement, if the claim was for compensation benefits. Note: If VA obtains any medical evidence in connection with the claim, the rating activity must determine whether it justifies an award of benefits. Example: Treatment records from a VA medical facility. Reference: For information on the action to take when a claimant furnishes some, but not all, of the requested evidence, see M21-1, Part III, Subpart iii, 1.B.2.c and d. c. Denying Claims for Failure to Provide All Requested EvidenceIf a claimant provides some of the requested evidence within 30 days, but the evidence of record fails to support an award of the benefits the claimant is seeking deny the claim, and advise the claimant of the specific evidence VA did not receive the one-year time limit for submission of the missing evidence, and his/her procedural and appellate rights, and include a copy of VA Form 21-0958, Notice of Disagreement, if the claim was for compensation benefits. Important: If VA requested evidence from a private physician or medical facility on behalf of the claimant, do not deny the claim before making the required efforts under the duty to assist as provided in M21-1, Part I, 1.C.2. d. Incomplete Responses That Justify Award ActionDo not postpone award action until the end of the 30-day time limit, if the claimant furnishes some of the requested evidence, and evidence of record supports a partial award of the benefits the claimant is seeking. When award action is taken prior to expiration of the 30-day time limit leave the current end product (EP) running send decision notice to the claimant, informing him/her of the evidence considered reason(s) for the decision deferral of action on the remaining aspects of his/her claim, pending receipt of the other requested evidence, and his/her procedural and appellate rights, and include a copy of VA Form 21-0958, Notice of Disagreement, if the claim was for compensation benefits. Notes: Follow the instructions in M21-1, Part III, Subpart iii, 1.B.2.c if the claimant fails to provide all of the requested evidence by the end of the 30-day time limit, and evidence of record fails to support an award of the remainder of the benefits the claimant is seeking. If the award of benefits rests solely within the jurisdiction of the authorization activity, evidence does not need to be listed in the decision notice. Reference: For more information on listing evidence in a decision notice, see M21-1 Part III, Subpart v, 2.B.1, and  HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1103&rgn=div8" 38 CFR 3.103(f). e. Situations Warranting Extension of the 30-Day Time LimitExtend the 30-day time limit for a response if the response to initial development action raises new issues requiring resolution initial development action did not include a request for essential evidence, and/or the claimant requests an extension, and is making an honest effort to obtain and submit the requested evidence. Note: It is improper to deny a claim while simultaneously developing for evidence to support it. Maintain EP control, with an accurate date of claim, as long as development is pending. f. What an Extension of the 30-Day Time Limit Does Not AffectAn extension of the 30-day time limit for a response does not affect the one year statutory time limit for submission of evidence, or effective date of subsequent award action. g. Situations That Do Not Warrant Extension of the 30-Day Time LimitDo not extend the 30-day time limit for submitting evidence if a request for evidence that is essential to establishing entitlement to the benefit sought was sent to the claimants last known address, and returned as undeliverable. If the mailing address on the request is correct and a more current address is not available, follow the instruction provided in M21-1 Part III, Subpart iii, 1.B.9.d. . 3. Certifying Eligibility and Continued Entitlement to VA Benefits IntroductionThis topic contains information about certifying eligibility for and continued entitlement to VA benefits, including requirement to certify eligibility and continued entitlement procedures for certifying eligibility and continued entitlement, and example of a situation requiring certification of eligibility and continued entitlement. Change DateJune 26, 2015 a. Requirement to Certify Eligibility and Continued EntitlementVA may require beneficiaries to certify that an eligibility factor on which VA based an entitlement determination continues to exist. Reference: For more information on periodic certification of continued eligibility, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1652&rgn=div8"38 CFR 3.652. b. Procedure for Certifying Eligibility and Continued EntitlementFollow the steps in the table below upon receipt of evidence suggesting an eligibility factor on which VA based an entitlement determination no longer exists. StepAction1Send notice of proposed adverse action to the beneficiary requesting certification of the eligibility factor, and advising him/her that VA may discontinue benefits if he/she does not provide certification within 60 days. Control for the beneficiarys response with an EP 600. Exception: Do not use a separate EP 600 for income verification match (IVM) cases. Note: Although the beneficiary is instructed to respond to notice of proposed adverse action within 60 days select a suspense date that is 65 days in the future (to allow for mail handling), and take no action to adjust benefits until after the 65-day period has expired. References: For more information on notices of proposed adverse action, see M21-1, Part I, 2.B.1, and proper EPs for notice of proposed adverse action, see M21-4, Appendix B.2Did the beneficiary respond within 60 days? If yes continue, adjust, or stop the award based on the beneficiarys response, and send proper decision notice. If no adjust benefits effective the first of the month following the date on which the evidence of record shows the beneficiary last confirmed the existence of the eligibility factor, and send proper decision notice. c. Example of a Situation Requiring Certification of Eligibility and Continued EntitlementThe paragraphs below describe a situation that would require certification of eligibility and continued entitlement, and the appropriate actions to take based on the specific set of facts. Situation: VA receives reliable evidence indicating a surviving spouse in receipt of pension might have remarried. The surviving spouse has no children. A review of the claims folder shows the most recent documentation confirming the surviving spouses marital status is a VA Form 21-686c, Declaration of Status of Dependents, dated November 12, 2004. On February 11, 2010, VA sends notice of proposed adverse action to the surviving spouse requesting completion of VA Form 21-686c, and advising him/her that VA may discontinue benefits effective the first of the month following the date on which the evidence of record shows the beneficiary last confirmed his/her marital status if he/she does not return the completed form within 60 days. Result: If the surviving spouse does not respond within 60 days stop the award effective December 1, 2004, and send proper decision notice. 4. Acceptable Evidence of Birth, Death, or Relationship IntroductionThis topic contains information on acceptable evidence of birth, death, or relationship, including acceptability of written statements to establish a relationship information VA requires in written statements to establish a relationship, and when VA may require evidence in support of a written statement. Change DateJune 26, 2015 a. Acceptability of Written Statements to Establish a RelationshipIn most cases, VA accepts written statements from claimants as proof of marriage dissolution of a prior marriage birth of a child, or death of a dependent. Reference: For more information on acceptable evidence of birth, death, or relationship, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1204&rgn=div8"38 CFR 3.204. b. Information VA Requires in Written Statements to Establish a RelationshipVA requires written statements include the date (month and year) of the event location of the event dependents full name relationship of the dependent to the claimant the name and address of the person who has custody of the claimants dependent child (if the child does not reside with the claimant), and the SSN of any dependent, the recognition of whom (by VA) would entitle the claimant to benefits or additional benefits. References: For more information on proving marital relationship, see M21-1, Part III, Subpart iii, 5.B.2, and information required to establish a childs relationship to the Veteran, see M21-1, Part III, Subpart iii, 5.F.3.a. c. When VA May Require Evidence in Support of a Written StatementVA may require submission of the types of primary and secondary evidence indicated in HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1205&rgn=div8"38 CFR 3.205 through HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1211&rgn=div8"38 CFR 3.211, to confirm the truthfulness of a written statement, when the claimant does not reside within a state the claimants statement raises a question of validity on its face, and/or conflicts with other evidence of record, and/or there is a reasonable indication in the claimants statement or otherwise of fraud or misrepresentation of the relationship in question. Reference: For more information on when additional documentation is required to establish a marital relationship, see M21-1, Part III, Subpart iii, 5.B.2.b. 5. Determining the Acceptability of Photocopies IntroductionThis topic contains information on the acceptability of photocopies, including photocopies or abstracts of public documents photocopies of documents that confirm military service, and photocopies of service treatment records (STRs). Change DateOctober 14, 2011 a. Photocopies or Abstracts of Public DocumentsWhen the claimants signed statement is insufficient to a establish a fact, photocopies or abstracts of public documents are acceptable as evidence if examination of the copies or abstracts confirms they are genuine, and free from alteration. Examples: marriage certificates birth certificates, and death certificates Important: VA may request a copy of the document certified over the signature and official seal of the person having custody of such record, if necessary. Reference: For more information on the acceptability of photocopies of public documents to establish birth, death, marriage, or relationship, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1204&rgn=div8"38 CFR 3.204(c). b. Photocopies of Documents That Confirm Military ServiceVA accepts photocopies of original documents that confirm a Veterans military service if the Veterans service department issued the original document and a public custodian of records certifies the photocopy is a true and exact copy of a document in his/her custody, or an accredited agent, attorney, or service organization representative who has successfully completed VA-prescribed training on military records certifies the authenticity of the photocopy by stamping the photocopy with the statement I [name, title, organization] certify that I have completed the VA-prescribed training on certification of evidence for proof of service and that this is a true and exact copy of either an original document or of a copy issued by the service department or public custodian of records, and signing and dating the statement. Reference: For more information on service verification, see M21-1, Part III, Subpart ii, 6.6. c. Photocopies of STRsPhotocopies of service treatment records (STRs) are acceptable for rating purposes if examination of the copies confirms they are genuine, and free from alteration. 6. New and Material Evidence Under 38 CFR 3.156  PRIVATE INFOTYPE="OTHER"  IntroductionThis topic contains information on new and material evidence under 38 CFR 3.156, including role of new and material evidence effect of new and material evidence on a claim example of new evidence example of material evidence, and how the concept of new and material evidence applies when character of discharge is at issue. Change DateJune 26, 2015 a. Role of New and Material EvidenceA claimant must submit new and material evidence to reopen a claim that has become final because the appeal period has expired, or appellate review is complete. References: For more information on the definition of new and material evidence, see  HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=c228492cb6bc86476da5376fa16bee0f&mc=true&node=se38.1.3_1156&rgn=div8" 38 CFR 3.156 M21-1, Part III, Subpart iv, 2.B.3, and M21-1, Part III, Subpart ii, 2.E.1, and the notification requirements for requests to reopen a previously denied claim, see M21-1, Part I, 1.B.2. b. Effect of New and Material Evidence on a ClaimA determination by VA that evidence is new and material means the evidence, by itself or when considered with evidence already of record, relates to an unestablished fact that is required to substantiate the claim, and raises a reasonable possibility of substantiating the claim. Note: VA may ultimately confirm and continue the previous denial if the evidence of record still fails to establish the facts necessary to substantiate the claim. c. Example of New EvidenceSituation: A Veteran files a claim for service connection (SC) for a back disorder and submits an examination report from a physician who states she diagnosed the Veteran with a back disorder five years after the Veteran was discharged from service. VA denies the claim in the absence of evidence of a relationship between service and the disability. Two years later, the Veteran attempts to reopen his claim by submitting an examination report from a second physician. Explanation: If the second examination report only confirms the diagnosis of the first physician, VA would not consider the report new evidence, but if the report indicates the back disorder had its onset significantly closer to the Veterans discharge date, VA would consider the report new evidence.  d. Example of Material EvidenceSituation: VA previously determined that a currently diagnosed back condition claimed by a World War II Veteran is not service-connected because it is not related to an in-service event or injury or a disease that had its onset during service. Explanation: If VA subsequently receives new evidence showing the claimant received treatment shortly after release from active duty, this evidence is material to the Veterans claim because it might establish the missing link between service and the current condition, or describing only the current severity of the claimed condition, over 50 years after service ended, the evidence is not material to the Veterans claim because it fails to establish the missing link between service and the current condition. e. How the Concept of New and Material Evidence Applies When Character of Discharge is at IssueStatements and affidavits attesting to a claimants good character since his/her release from active duty are not material when the issue is the character of a claimants military service. However, any new information VA receives (after making an unfavorable character-of-discharge determination) that indicates there were mitigating circumstances behind the action(s) that resulted in the other-than-honorable discharge is material, and does warrant reopening the issue of the character of the claimants service. 7. Certification of Statements Provided in Support of a Claim for SC IntroductionThis topic contains information on the certification of statements claimants provide in support of a claim for SC, including determining certification requirements handling uncertified statements waiving the certification requirement, and returning an uncertified statement. Change DateJune 26, 2015 a. Determining Certification RequirementsTo comply with the provisions of HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=c228492cb6bc86476da5376fa16bee0f&mc=true&node=se38.1.3_1200&rgn=div8"38 CFR 3.200, statements provided by or on behalf of a claimant for the purpose of establishing SC must be made under oath or affirmation, or certified. Use the table below to determine what language an individual should use to certify the authenticity of records or the truthfulness of statements he/she provides in support of a claim for SC. If the individual is providing Then he/she should use this language:recordsI hereby certify that the following (or attached) is a true transcript of my records pertaining to this case.a statementI hereby certify that the information given above is true and correct to the best of my knowledge and belief. b. Handling Uncertified StatementsAny statement provided for the purpose of establishing SC that is not certified or made under oath must be referred to the rating activity for a determination as to whether or not the statement is required to establish SC. If the rating activity determines the statement is required, follow the steps in M21-1, Part III, Subpart iii, 1.B.7.d to obtain certification. c. Waiving the Certification RequirementThe rating activity may waive the certification requirement if it can establish SC based on other evidence of record, and without consideration of the uncertified statement. d. Returning an Uncertified StatementIf the rating activity determines certification of an individuals statement is required to establish SC photocopy the uncertified statement type the appropriate certification language (from M21-1, Part III, Subpart iii, 1.B.7.a) on the photocopy and provide a signature line advise the individual that failure to certify the statement within 30 days may result in a denial of benefits send the photocopy to the individual for certification, and maintain the original document in the claims folder. 8. Requirement for Affidavits or Certification IntroductionThis topic contains information on VAs requirement for affidavits or certification of statements or evidence submitted in support of a claim, including means of satisfying VAs requirement for an affidavit or certification, and alternate means of certification. Change DateOctober 14, 2011 a. Means of Satisfying VAs Requirement for an Affidavit or CertificationIf VA regulations require an affidavit or certification, an individual may satisfy this requirement by completing the appropriate VA form that contains a certification statement. Therefore, when requesting evidence to support a claim, enclose the appropriate VA form with the request. Example: VA uses VA Form 21-686c, Declaration of Status of Dependents, to obtain information from a claimant about his/her dependents. This form contains the following statement above the space provided for the claimants signature: I hereby certify that the information I have given above is true and correct to the best of my knowledge and belief. b. Alternate Means of CertificationIn the absence of a form for obtaining a specific type of information or evidence in support of a claim, VA will also accept the following a signed statement on VA Form 21-4138, Statement in Support of Claim, or any other written communication that is signed, and includes the appropriate certification statement. Reference: For more information about what makes a certification statement appropriate, see M21-1, Part III, Subpart iii, 1.B.7.a. 9. Issues Regarding a Claimants Address IntroductionThis topic contains information on issues concerning a claimants address, including effect of undeliverable mail on a pending claim or running award categories of undeliverable mail handling undeliverable, nonessential mail procedure for obtaining a current address for undeliverable, essential mail handling undeliverable, essential mail upon identification of a new address handling undeliverable, essential mail when a current address is unobtainable 800 series work items (800WI) requiring verification of a current address processing 800WIs commonly related to lack of a current address effect of undeliverable mail on the one-year time limit for submission of evidence claimants who are unable or unwilling to furnish a current address, and checks or correspondence not collected from Agent Cashiers within 30 days. Change DateJune 26, 2015 a. Effect of Undeliverable Mail on a Pending Claim or Running AwardA claimants address does not constitute evidence. Do not consider a claim to be abandoned solely because the claimants address is unknown. If an award is stopped because a beneficiarys address is unknown and checks are undeliverable, payments may be resumed effective the day following the date of last payment if entitlement is otherwise established, and the claimant furnishes a valid, current address. References: For more information on resuming payments when an award is stopped because the claimants address is unknown, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1158&rgn=div8"38 CFR 3.158(c), and homeless claimants, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.1_1710&rgn=div8"38 CFR 1.710. b. Categories of Undeliverable MailUndeliverable mail generally falls within one of two categories: essential (has evidentiary value), or nonessential (has no evidentiary value). The table below provides common examples of both categories of undeliverable mail: Essential MailNonessential Mailnotices of proposed adverse action decision notice requests for evidence from claimants records centers other agencies, and private, third parties questionnaires, including those VA uses to verify dependency status school attendance, and employment status mail involving matching programs, including the IVM Social Security Verification Match, and Railroad Retirement Verification Project, and mail affecting benefit entitlement, including eligibility verification reports (EVRs), and notices of routine review examinationsLetters VA releases as notice of cost-of-living adjustments (COLAs) for outreach purposes in connection with special projects, such as the Economic Recovery Payment (ERP), and to declare a beneficiarys eligibility for civil service preference tax abatement, and commissary privileges. Note: Most centrally generated correspondence, such as COLA notices or outreach letters, are mailed in green envelopes to make the identification of nonessential mail easier. c. Handling Undeliverable, Nonessential MailUpon receipt of undeliverable, nonessential mail, check to see if the envelope in which VA originally enclosed the mail has a yellow-colored, United States Postal Service (USPS) sticker that shows a forwarding address. If it does, update the beneficiarys record to reflect the new address, and send the mail to the new address. If it does not, destroy the returned mail, and do not establish EP 290. Note: All returned mail envelopes received in the RO must be forwarded to the scanning vendor for upload into the Veterans claims folder. References: For more information on updating the address in VA systems, see M21-1, Part III, Subpart ii, 3.C.1.  d. Procedure for Obtaining a Current Address for Undeliverable, Essential MailUpon receipt of undeliverable, essential mail, follow the steps in the table below to attempt to identify a correct or more current address. Note: Control development for a current address with the existing EP, or if no EP is pending, EP 290. StepAction1Review the claims folder to ensure the address used on the undeliverable mail matches the current address of record.2Look for a yellow-colored USPS sticker that shows a forwarding address on the envelope in which VA originally enclosed the mail.3Perform a Share inquiry to determine whether the corporate record, master record, or pending issue has a different or more current address than that shown on the returned mail.4Access Automated Medical Information Exchange/Compensation and Pension Record Interchange (AMIE/CAPRI) to determine whether the Veterans Health Administration (VHA) has a more current address. Note: If the claims folder shows the last record of contact with the claimant predates the last date of medical treatment shown in AMIE/CAPRI, the address in VHAs record may be more accurate. 5Utilize web-based, address locator services, to include those for which VA pays a fee for access, to search for a current mailing address. Note: VA typically authorizes only one or two employees per RO to access its fee-based address locator services.6Put a copy of the search results from Step 5 in the claims folder.7Query Social Security Administration records through Share to determine whether they contain a more current address.8If VA is paying benefits by direct deposit, fax or mail a letter to the beneficiarys financial institution that requests the beneficiarys current address, and identifies VAs authority to obtain address information from the financial institution. Reference: For sample language to use in the letter to the financial institution, see M21-1, Part X, 8.5.9Were attempts to obtain a current address successful? If yes, see M21-1 Part III, Subpart iii, 1.B.9.e. If no, see M21-1 Part III, Subpart iii, 1.B.9.f. Reference: For more information on processing changes of address, see M21-1, Part III, Subpart ii, 3.C.1. e. Handling Undeliverable, Essential Mail Upon Identification of a New AddressUpon identification of a new address for a claimant with undeliverable, essential mail, update the relevant VA systems to reflect the new address document the change of address in a MAP-D or VBMS note resend the returned correspondence to the new address, and take the action(s) described in the table below. If ...Then ...a claim for benefits is currently pending that relies on a response to the returned mailextend the suspense date to provide the claimant the appropriate amount of time to respond.no claim for benefits is pending, and no other action is necessarychange the pending EP 290 to EP 400, and clear the EP 400. Reference: For more information on updating the claimants address, see M21-1, Part III, Subpart ii, 3.C.1. f. Handling Undeliverable, Essential Mail When Current Address is UnobtainableTake the actions described in the table below if a current address for a claimant or beneficiary with undeliverable, essential mail is unobtainable If ...Then file the returned mail and its original envelop in the file, and ...no award is runningtake no further action.no award is running, and a claim is pendingdeny the pending claim for the reason Whereabouts Unknown clear the pending EP, and consider the claim abandoned one-year following the date of request. Reference: For more information on abandoned claims, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1158&rgn=div8"38 CFR 3.158(a).an award is runningclear the pending EP send notice of proposed adverse action to discontinue benefits to the last address of record establish EP 600 with a suspense date that is 65 days from the date of the notice of proposed adverse action suspend benefits if the beneficiary does not respond within 60 days. Important: If the award is suspended due to undeliverable checks, contemporaneous notice is acceptable. Reference: For more information on contemporaneous notice, see M21-1 Part I, 2.D, and disappearance of a Veteran, see M21-1. Part III, Subpart vi, 8. Notes: For paper claims folders, file the returned mail in its original envelope on top of all other material in the claims folder. For electronic claims folders, ensure the mail and its original envelope are sent to the scanning vendor. g. 800WIs Requiring Verification of a Current Address800 series work items (800WIs) are system messages generated to assist ROs with identifying cases requiring follow up action. Certain 800WIs identified as 810 Notice of Benefit Payment Transaction series work items (810WIs) are commonly generated when a beneficiarys address is not current. Reference: For more information about 800WIs, see M21-1 Part III, Subpart v, 10. h. Processing 800WIs Commonly Related to Lack of a Current AddressUpon receipt of an 810WI, follow the steps in the table below to attempt to identify a current address. If the system has generated an 810WI with diary code...Then ...602 Returned Funds in Personal Funds of Patients (PFOP) Payment Master Record Updated, a returned PFOP/Funds Due Incompetent Beneficiaries (FDIB) payment was applied against a running awardReview the beneficiarys record to determine if he/she has been discharged from the institution acting as fiduciary, If a finding of incompetency is Then refer of record the message to the appropriate fiduciary hub. not of record to M21-1 Part III, Subpart v, 6.E. Reference: For a listing of fiduciary hub offices and their affiliated ROs, see M21-1, Part III, Subpart v, 9.A.1.e.603 Returned Payment Applied to Accts Receivable, a payment was returned and applied to a debt review the award to determine the cause of the returned payment determine if the returned payment was correctly applied to the debt, and follow the guidance in M21-1 Part III, Subpart iii, 1.B.9.d for returned essential mail if address is not current. Reference: For more information on debt collection, see M21-1 Part III, Subpart vi, 2.C.604 Unapplied Balance returned to Appropriation, a payment is returned and processed against a discontinued award with no accounts receivable 607 Miscellaneous Returned Payment, a one-time check, such as special payments, clothing allowance, or burial allowances are returned 612 Account suspended-Undeliverable Payment, account suspended due to undeliverable checks, or that the proceeds of an undeliverable check exist. This message is only issued when there are deductions for payment of an insurance premium 626 Paid Electronic Funds Transfer (EFT)-Verify Home Address, a check was returned, the address has not been changed, and the money is paid via electronic funds transfer 634 Proceeds established in Participant Record, the proceeds of an undeliverable check existreview the award to determine the cause of the returned payment determine if proceeds are payable follow the guidance in M21-1 Part III, Subpart iii, 1.B.9.d for returned essential mail, and release proceeds as applicable.  Notes: Control development for a current address with the existing EP, or if no EP is currently pending, an EP 290. Contemporaneous notice is required when a beneficiarys benefits are suspended or discontinued. References: For more information on the EP used for developing for a current address, see M21-1, Part III, Subpart iii, 1.B.9.d resuming payments when an award is stopped because the claimants address is unknown, see HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.3_1158&rgn=div8"38 CFR 3.158(c), and M21-1, Part III, Subpart vi, 8.5 contemporaneous notice, see M21-1, Part I, 2.D, and 800WIs, see M21-1, Part III, Subpart v, 10. i. Effect of Undeliverable Mail on the One-Year Time Limit for Submission of EvidenceDo not extend the one-year time limit for submission of evidence in support of a claim if VA sent the request for evidence to the claimants last known address the request was returned as undeliverable, and attempts to obtain a current address were unsuccessful. Reference: For more information on the one-year time limit, see  HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.3_1158&rgn=div8" 38 CFR 3.158(a). j. Claimants Who Are Unable or Unwilling to Furnish a Current AddressIf a claimant or beneficiary is unable or unwilling to furnish a current mailing address but wishes to continue pursuing a claim and/or receiving benefits, send his/her correspondence and/or benefit checks to the Agent Cashier of the office or center having jurisdiction over the claims folder, or Agent Cashier of any VA facility deemed appropriate. Reference: For more information on the delivery of correspondence or benefit checks to homeless claimants, see  HYPERLINK "http://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.1_1710&rgn=div8" 38 CFR 1.710(d). k. Checks or Correspondence Not Collected from Agent Cashiers Within 30 DaysThe table below describes the handling of checks and correspondence that beneficiaries and/or claimants fail to collect from Agent Cashiers within 30 days: If a...Then the...beneficiary fails to collect his/her benefit check from an Agent Cashier within 30 daysAgent Cashier returns the check to the Department of the Treasury. Result: This action suspends the beneficiarys award.claimant fails to collect correspondence from an Agent Cashier within 30 daysAgent Cashier returns the correspondence to the RO and RO follows the procedures in M21-1, Part III, Subpart iii, 1.B.9.c - f for handling undeliverable mail. 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" # $ % & ' ( Oh+'08`DT ht    LEvidence Requested From the Claimant, U.S. Department of Veterans Affairs<Requesting Evidence From Claimants and Handling Responses Department of Veterans Affairs@evidence, controls, controlling, certify, certification, eligibility, entitlement, birth, death, relationship, photocopies, new and material, 3.156, affidavit, accidental injury, administrative decision, returned mail, undeliverable mail, address, telephone development, telephone, development, e-mail, fax, decision notice, notice of proposed adverse action, MAP-D, PCGL, time limit, Share, VETSNET, corporate record, 21-0820, contemporaneous notice, partial grant, eligibility, entitlement, written statement, certification statement, marriage certificate, birth certificate, death certificate, character of service, character of discharge, 3.200, 3.204, 21-4138, line of duty, willful misconduct, police report, 21-4176, field examination, essential mail, nonessential mail, Agent Cashier, 3.158, homeless, financial institutionThis section contains instructions for requesting evidence from claimants and handling the various types of responses VA receives from claimants.FSPro Amy Hamma72Microsoft Office Word@ɨ@V;@9*@HEP*'՜.+,D՜.+,t0 hp|  VA>Y JEvidence Requested From the Claimant, U.S. Department of Veterans Affairs Title` P2B _PID_HLINKS DateCreated DateReviewed LanguageCreatorTypeOrder0A^0Bfhttp://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.1_1710&rgn=div8X>?fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.3_1158&rgn=div8X><fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.3_1158&rgn=div8Vk9fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1158&rgn=div8^06fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=cedbbbf6c0300ec4f77b103e0ab5b649&node=se38.1.1_1710&rgn=div8Vk3fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1158&rgn=div8-0nhttp://www.ecfr.gov/cgi-bin/text-idx?SID=c228492cb6bc86476da5376fa16bee0f&mc=true&node=se38.1.3_1200&rgn=div8(-nhttp://www.ecfr.gov/cgi-bin/text-idx?SID=c228492cb6bc86476da5376fa16bee0f&mc=true&node=se38.1.3_1156&rgn=div8Sd*fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1204&rgn=div8Ra'fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1211&rgn=div8Se$fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1205&rgn=div8Sd!fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1204&rgn=div8Vffhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1652&rgn=div8S`fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1103&rgn=div8S`fhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1103&rgn=div8Rgfhttp://www.ecfr.gov/cgi-bin/text-idx?SID=1c41d246ef5584a15892b2e85a5415d7&node=se38.1.3_1217&rgn=div8Aj5http://vaww1.va.gov/vapubs/search_action.cfm?dType=2E^2http://vbaw.vba.va.gov/bl/21/systems/docs/VSF.doc http://css.vba.va.gov/SHARE/f| <http://vbacodmoint1.vba.va.gov/bl/21/LetterGenerator/LG.asp u7http://vbaw.vba.va.gov/bl/21/publicat/Users/Index2.htm00Jhttp://vbaw.vba.va.gov/VetsNet/Claims_Docs/webhelp/Claim_Development1.htm=Mhttp://vbaw.vba.va.gov/VBMS/docs/VBMS_Release_8_0_UserGuide_UsersEdition.pdf 20050302 20111001endDepartment of Veterans Affairs, Veterans Benefits Administration, Compensation Service, ProceduresManual1.00000000000000  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~      !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijkmnopqrsuvwxyz{|}~Root Entry F`\eVP Data  ^1TableWordDocument:SummaryInformation(lDocumentSummaryInformation8tMsoDataStore @8UPRUP1EPNXETZUIR52DA==2@8UPHUPItem  Properties@3NOWUKHJBTXQ==2 @8UP IUPItem  PropertiesS0ZAKEWRXJZJ==2@8UP`LUPItem PropertiesOSHYFPUYE2A==2@8UPRUPItem #Properties'UCompObj-r This value indicates the number of saves or revisions. 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