M21-1 Manual / Part II, Subpart ii, Chapter 2, Section A

Folder Maintenance

M21-1, Part II, Subpart ii, Chapter 2, Section A

Overview

In This Section

This section contains the following topics:

Topic	Topic Name
1	Maintenance for Electronic Claims Folders (eFolders)
2	Handling Documents That Are Misfiled or Require Amendment and/or Deletion
3	Missing Claims Materials That Were Previously of Record
4	Claims Materials That Are Misplaced in the Centralized Mail (CM) System
5	Claims Materials Submitted Using a Department of Veterans Affairs (VA) Electronic Application Process That Fails to Upload to the eFolder

1. Maintenance for eFolders

Introduction

This topic contains information to assist Veterans Benefits Management System (VBMS) end users with maintaining an eFolder in VBMS, including

VBMS new mail indicator
converting documents to portable document format (PDF) and uploading to the eFolder
associating an eFolder note
indexing a document in VBMS
using the document’s subject as a note
manually removing the banner that indicates documents are pending scanning
redacting eFolder documents containing criminal investigation reports, and
other VBMS functionality available to maintain the eFolder.

Change Date

March 30, 2026

II.ii.2.A.1.a. VBMS New Mail Indicator

When new evidence or correspondence is uploaded into a claimant’s electronic claims folder (eFolder), an icon representing a new envelope will appear in the NEW MAIL column of the work queue and eFolder. This icon, hereafter referred to as the “new mail indicator,” should be cleared on all documents upon completion of initial development. All subsequent new documents should be opened and reviewed for relevant information. This action should be completed by any employee handling the eFolder. Example:Note:The new mail indicator may be cleared on multiple documents by first selecting each document and choosing the Mark as Open option in the ACTIONS drop-down menu. Reference: For more information on the Veterans Benefits Management System (VBMS) new mail indicator, see the VBMS Core User Guide.

II.ii.2.A.1.b. Converting Documents to PDF and Uploading to the eFolder

When a document is generated or received outside of VBMS it must be converted into a portable document format (PDF), if it is not already in this format, and uploaded into the eFolder. Use the table below to convert and upload a PDF.

If the document was created in ...	Then ...
Microsoft Word	complete all necessary development actions and letter adjustments normally made prior to finalization review the letter for accuracy finalize the letter with a visible seal when applicable set the default printer to Adobe PDF, if available save the letter as a PDF to the desktop, and upload the document. Note: Upon successful upload, delete the PDF from the desktop.
Microsoft Outlook (e-mail)	open the e-mail click the FILE tab save the e-mail as a PDF to the desktop, and upload the document. *Note*: Upon successful upload, delete the PDF from the desktop.
another program outside of VBMS	create a PDF by opening the document in Adobe Acrobat Pro and saving it as a PDF, or printing to Adobe PDF, and upload the document.

Important:

Responses from corporate mailboxes related to claims development must be uploaded to the eFolder to avoid duplication of effort by future claims processors.
To prevent file name conflicts, save the PDF document with a unique filename by using the
- claimant’s initials,
- type of document, and
- date of upload.
If a file name conflict occurs, choose the KEEP BOTH, REPLACE EXISTING or CANCEL UPLOAD button that appears in the prompt box, as applicable.

Example: A Hypertension Disability Benefits Questionnaire (DBQ) for Jamie Veteran, uploaded on October 7, 2017, could be named jvHTN100717.pdf.Notes:

Converting Microsoft Word documents and e-mails to PDF for upload to the eFolder reduces the processing delays associated with printing and shipping a paper copy to the scanning vendor.
Claims processors must use Adobe Acrobat Pro to do a single-step PDF conversion; Microsoft OneNote should only be used when Adobe Acrobat Pro is unavailable.
Legacy appeal-related documents must include an appropriate, secondary category type label. Secondary category type labels are available under the CATEGORY - TYPE: ALTERNATE field.

References: For more information on

uploading eFolder documents, see the VBMS Core User Guide
handling misfiled documents, see M21-1, Part II, Subpart ii, 2.A.2.a, and
requesting document deletion, see M21-1, Part II, Subpart ii, 2.A.2.b.

II.ii.2.A.1.c. Associating an eFolder Note

To document information or recent actions taken on a claim, users may add a note from any screen in VBMS that displays the ADD NOTE icon. Associating a note to a Veteran or claim determines whether or not the note will be temporary or permanent. A note associated to a Veteran is always permanent, and claim-associated notes can be temporary or permanent. Notes can be added and viewed to document information or recent actions taken on a claim. Notes should reflect actions that are not captured by a tracked item or development letter. Examples: Notes can be used to document
unsuccessful attempts to contact the Veteran, or
the reason for postponement of a routine future exam.
A permanent, claim-associated note in VBMS is required to document
the rationale for changing the date of claim (DOC) of an end product (EP)
an explanation for
establishing an EP 930, and
cancelling an EP 930, and
the details of an EP 930 or quality review error correction, which must include the
specific corrective action(s) taken
date of the action(s) taken, and
station number of the regional office (RO) that took the action(s).
Note: Any VBMS user can view permanent notes associated to a Veteran’s claim; however, temporary notes associated to a specific claim are deleted when the claim is closed or completed. Depending on access rights, only the original creator of the note, the user assigned to the claim, and persons with supervisor or administrator roles can view temporary notes. Important: Do not type anything in a note that would be seen as inappropriate or offensive by the Veteran, the general public, or the Court of Appeals for Veterans Claims. State the facts only, not opinions. Permanent notes become part of the Veteran’s record at midnight on the day the note was created and are subject to the Freedom of Information Act (FOIA). Reference: For more information on associating an eFolder document note to a claim, see the VBMS Core User Guide.

II.ii.2.A.1.d. Indexing a Document in VBMS

When uploading a document into an eFolder, index the document in accordance with the Document Identification and Date of Receipt Guide. Important:

DBQs that are completed by Department of Veterans Affairs (VA) or non-VA health care providers outside the Compensation & Pension examination process and submitted by the claimant must be indexed as Disability Benefits Questionnaire (DBQ) – Veteran Provided.
Legacy appeal-related documents have secondary category type labels that can be affixed under the CATEGORY - TYPE: ALTERNATE field, with the following options:
- Notice of Disagreement (NOD)
- Statement of the Case (SOC)
- Substantive Appeal to Board of Veteran’s Appeals, and
- Supplemental Statement of the Case (SSOC).
Note: Documents of an Unknown type must be relabeled. If a category and type cannot be determined, use the subject line to briefly describe the document. References: For more information on how to
- properly label a document, see the Document Identification and Date of Receipt Guide, and
- edit document properties in VBMS, see the VBMS Core User Guide.

II.ii.2.A.1.e. Using the Document’s Subject as a Note

To aid in easy identification of document(s) commonly used when processing a claim, use the document’s subject line as a note field. This allows for easy identification of important documents when viewing the entire eFolder under the DOCUMENTS tab in VBMS. The table below provides the subject lines for several common documents.

Evidence	Document Category	Subject
VA Form 21-22, Appointment of Veterans Service Organization as Claimant’s Representative, or VA Form 21-22a, Appointment of Individual as Claimant’s Representative	Representation	name of the power of attorney (abbreviated, if an abbreviation for the name exists), and Revoked (if applicable)
Records Management Center (RMC) e-mails	Service Personnel Records	RMC request, or RMC response
Personnel Information Exchange System (PIES) request, or PIES response	Service Personnel Records	PIES request code, and request, or response. *Reference: For more information on PIES request codes, see the PIES User Guide*.

Reference: For more information on changing the subject line for a VBMS document, see theVBMS Core User Guide.

II.ii.2.A.1.f. Manually Removing the Banner That Indicates Documents Are Pending Scanning

A banner indicating documents are pending scanning appears when an RO creates a Document Control Sheet (DCS) and ships material to a scanning vendor. On rare occasions, the banner will remain visible after the material has been scanned and uploaded to the eFolder. Follow the instructions in the VBMS Core User Guide to close the pending scanning status. Leave a permanent, claim-level note providing justification for the action taken.References: For more information on
setting the pending scanning status, see the VBMS Core User Guide, and
reviewing DCSs, see the VBMS Core User Guide.

II.ii.2.A.1.g. Redacting eFolder Documents Containing Criminal Investigation Reports

Documents in the eFolder containing criminal investigation reports must be replaced with a redacted copy. To properly redact eFolder documents,

download a copy of each document containing criminal investigation reports
redact all personally identifiable information (PII) not pertaining to the Veteran
upload each redacted copy using the same category type, source, and date of receipt as the original document. The subject line should read Redacted copy of original document, and
request deletion of the original, un-redacted document(s).

The claims processor must leave a note explaining the action taken. Use the table below to determine the content of the note and who is responsible for leaving it.

If the claims processor is ...	Then a note must be left that ...
submitting a Document Error Report to the RO mailbox for a PDF editor to redact the document	indicates the user has e-mailed a request to redact the document to the station’s established mailbox, and provides the address of the mailbox.
submitting a redaction request to an employee who is not a PDF editor but is authorized by the RO to amend documents in the eFolder	indicates the user has e-mailed a request to redact the document, and identifies the individual to whom the request was sent.
authorized by RO management to amend documents in the eFolder, and personally performing the redaction	indicates the document was successfully redacted and placed in the claims folder, and a request to delete the un-redacted document has been submitted.

Note: If the subject line of the document must contain other required language, use annotations to identify the uploaded document as a redacted copy of the original. References: For more information on

using annotations, see M21-1, Part II, Subpart ii, 2.A.1.h
electronic document redaction, see the instructions for redacting sensitive content on Adobe’s website, and
requesting deletion of a document, see M21-1, Part II, Subpart ii, 2.A.2.b-d.

II.ii.2.A.1.h. Other VBMS Functionality Available to Maintain the eFolder

VBMS-Core contains a variety of tools and functionality that allow a claims processor to organize and maintain the eFolder. Use of these features are strongly recommended, but may also be required by individual manual references and other guidance. The VBMS Core User Guide contains instructions on how to use features such as
associating documents to a specific claim
bookmarking an eFolder document
annotating a document
tagging a document with no legal, administrative, or historical value for a claim as having no evidentiary value, and
managing duplicate copies of the same document and designating best copy, certified copy, or establishing effective date.
Note: When annotating an award for record-keeping purposes, enter information into the remarks section of the document that briefly provides the reasons for the required action. References: For more information on
adding bookmarks and associating documents to a claim, see the VBMS Core User Guide
adding remarks to an award, see the VBMS Awards User Guide
the material that requires removal from a claims folder, see M21-1, Part II, Subpart ii, 2.B, and
managing duplicate documents, see the VBMS Core User Guide.

2. Handling Documents That Are Misfiled or Require Amendment and/or Deletion

Introduction

This topic contains information to assist VBMS end users with maintaining an eFolder in VBMS, including

handling a misfiled electronic document identified in VBMS
requesting a document deletion in VBMS
validating the request for document deletion
preparing a document for deletion by the VBMS Office of Information Technology (OIT)
establishing a local mailbox for document error report submissions
eFolder document amendment
removing an incorrectly scanned document
merging documents in VBMS, and
splitting documents in VBMS.

Change Date

March 30, 2026

II.ii.2.A.2.a. Handling a Misfiled Electronic Document Identified in VBMS

Upon identification of a misfiled document in VBMS, take action to relocate the document to the correct claims folder. Use the table below when handling a misfiled electronic document identified in VBMS.

If misfiled document belongs to a …	And …	Then transfer the document to the appropriate location by ...
different eFolder in VBMS	no action is required	selecting the DOCUMENTS link clicking the checkbox for the document that is being moved clicking ACTIONS selecting Move from the drop-down menu entering the file number in the MOVE DOCUMENT(S) prompt box clicking LOOKUP to view all possible matches clicking MOVE DOCUMENT(S) to move the document into the correct eFolder (a confirmation banner should appear), and clicking RETURN to go back to the DOCUMENTS screen. *Note*: The claim processor can move more than one document, if necessary.
different eFolder in VBMS	action is required	establishing EP control, if necessary selecting the DOCUMENTS link clicking the checkbox for the document that is being moved. clicking ACTIONS selecting Move from the drop-down menu entering the file number in the MOVE DOCUMENT(S) prompt box clicking LOOKUP to view all possible matches clicking MOVE DOCUMENT(S) to move the document into the correct eFolder (a confirmation banner should appear), and taking appropriate action to address the misfiled document. *Reference*: For more information on handling incoming mail, see M21-1, Part II, Subpart i, 2.C.2.
a paper claims folder	no action is required	printing the document placing a routing slip on the document and routing the document to the claims folder for proper filing, and requesting document deletion per the procedures in M21-1, Part II, Subpart ii, 2.A.2.b-d.
a paper claims folder	action is required	establishing EP control, if necessary printing the document placing a routing slip on the document and routing it to the correct claims folder for proper filing adding a note indicating the type of document being routed to the paper claims folder taking appropriate action to address the misfiled document, and requesting document deletion per the procedures in M21-1, Part II, Subpart ii, 2.A.2.b-d. *Reference*: For more information on handling incoming mail, see M21-1, Part II, Subpart i, 2.C.2.

Note: The RO must notify the Privacy Officer when misfiled documents are released during a FOIA request. References: For more information on how to

move an eFolder document in VBMS, see the VBMS Core User Guide, and
handle a misfiled sensitive document, see M21-1, Part II, Subpart ii, 2.B.

II.ii.2.A.2.b. Requesting a Document Deletion in VBMS

Once a document is finalized in VBMS it cannot be deleted without requesting assistance from the VBMS Office of Information Technology (OIT). There are several reasons a document may need to be removed from the eFolder. This includes when a document was

incorrectly finalized (but not sent), and
incorrectly uploaded and contains PII that violates the Department of Veterans Affairs (VA) Privacy and Information Security Awareness and Rules of Behavior.

Follow the steps in the table below when requesting deletion of a document from an eFolder in VBMS.

Step	Action
1	Open the document to be deleted.
2	Click the DOCUMENT PROPERTIES button in the top left corner of the document window to display the EDITABLE PROPERTIES fields.
3	Enter Review for Deletion into the SUBJECT field and save the changes.
4	Save a copy of the VBMS Request for Document Deletion Formto the desktop and complete the following sections of the form: Reporting User Priority Reason Veteran Information, and Document Information.
5	Select Priority from the drop-down box when a document contains PII that constitutes a violation of the VA Privacy Act, and Normal for all other document types. Save the changes. *Note: Use of the Priority* status is also appropriate for other document types, such as incorrect rating decisions that are finalized, and documents that require removal from the eFolder, so the document cannot be viewed by a beneficiary or claimant a Veterans service organization, or other parties with access to the eFolder.
6	Send the VBMS Request for Document Deletion Form to a supervisor via encrypted e-mail with Review for Document Deletion Needed in the subject line, and delete the copy of the form from the desktop.

Note: Duplicate copies of medical records, exam worksheets, and VA Form 27-0820, Report of General Information, should not be deleted from an eFolder and should be managed using VBMS functionality, as discussed in M21-1, Part II, Subpart ii, 2.A.1.h.Exception: When the document requiring deletion contains Federal tax information, follow the guidance in M21-1, Part XIV, 4.B.2.d.Reference: For more information on managing a duplicate document, see
M21-1, Part II, Subpart ii, 2.A.1.g, and
VBMS Core User Guide.

II.ii.2.A.2.c. Validating the Request for Document Deletion

To validate the request for document deletion, an approving official must authorize the deletion of any document that is associated with an eFolder in VBMS. The approving official must follow the steps in the table below when a VBMS Request for Document Deletion Formis received.
Step Action
1 Open the e-mail with the subject line Review for Document Deletion Needed.
2 Open the VBMS Request for Document Deletion Form.
3 Login to VBMS and navigate to the corresponding eFolder.
4 Open the document identified in the subject line as Review for Deletion.
5 Use the table below after
reviewing the form for accuracy, and
determining if the request is valid.
If document deletion is ... Then ...
not necessary
provide notice to the VBMS end user via e-mail, briefly describing the reason the request was not approved, and
remove the Review for Deletion subject line from the document properties of the document in question.
necessary
complete the Approving Official section of the form, and
electronically sign the document.

II.ii.2.A.2.d. Preparing a Document for Deletion by VBMS OIT

The supervisor who approves the document deletion request from a claims processor must

change the document subject line to Approved for Deletion, and
transfer the document to the Unassociated Documents queue.

Important: VBMS OIT will periodically run a report on the Unassociated Documents queue to locate and remove the documents that have been identified for deletion. For this reason, supervisors must use the specific subject line identified in this block. Notes:

VBMS OIT may contact the supervisor if additional information is needed before processing the request.
Each VBMS Request for Document Deletion Form should be saved electronically in a central location at each RO, for use as
- reference material when answering questions from VBMS OIT, and
- a record of how the document deletion decision was made.
Reference: For more information on editing a document’s subject line, see the VBMS Core User Guide.

II.ii.2.A.2.e. Establishing a Local Mailbox for Document Error Report Submissions

All ROs must each designate, at minimum, five PDF editors to receive and complete station requests to amend documents in the VBMS eFolder. The editors must have Adobe Pro installed on their computers to perform the necessary edits. Each RO must have a centralized mailbox for VBMS end users to submit a Document Error Report to the designated PDF editors. Follow the steps in the table below when establishing a local mailbox for Document Error Report submissions.

Step	Action
1	Send an e-mail to the RO Information Technology (IT) staff and include the request for establishment of a corporate mailbox. *Important: The IT staff should use the same naming convention when establishing the corporate mailbox. Example*: DocErrCorr.VBAXXX@va.gov (VAVBAXXX/RO/DOCERRCORR) where XXX is the three-letter code for the RO (such as ALB, BUF, BOS, DET.)).
2	Complete a local area network (LAN) form for each designated PDF editor.
3	Send the RO IT Staff an updated LAN form for each person who requires access to the corporate mailbox.
4	Notify the local Information Security Officer of the mailbox email address and request Public Key Infrastructure (PKI) encryption.
5	Designated PDF editors must add the corporate mailbox and install PKI certificates.

II.ii.2.A.2.f. eFolder Document Amendment

VBMS end users must follow the steps in the table below after discovering an eFolder maintenance issue that requires the

removal of a specific page from a document
splitting of a misfiled document, and/or
merging of multiple documents into a single document.

Step

Action

Open the document at issue and click the EDIT DOCUMENT PROPERTIES button in the top left corner. Example:

Add Adobe Review Needed to the document’s subject line. Example:

Save changes.

Save a copy of the Document Error Report template to the desktop. Example:

DOCUMENT ERROR REPORT
Claim Number
Last Name of Veteran
Document Type
Document Receipt Date
Document ID
Summary of Requested Changes

Complete all applicable fields of the Document Error Report.

Attach the completed Document Error Report to an e-mail.

Insert the Document Error Report and claims folder TD in the e-mail subject line. Example: Document Error Report – TD 49. Important: Donot include the entire file number in the subject line.

Submit the e-mail to the local mailbox designated for the PDF editors.

Important: At the discretion of RO management, claims processors with Adobe Pro may be authorized to take the necessary corrective actions without requiring the submission of a Document Error Report to the local RO mailbox.

II.ii.2.A.2.g. Removing an Incorrectly Scanned Document

PDF editors, or claims processors given the authority to perform the corrective actions, will determine if an incorrectly scanned document needs to be removed from the eFolder. This action will be taken once the claim processor has completed the VBMS Request for Document Deletion Form and e-mailed the form to the specified mailbox.Notes:
The document must be moved to the Unassociated Documents queue in VBMS while awating approval.
PDF editors are responsible for accessing and clearing out pending Document Error Reports on a weekly basis.
Reference: For more information on working with unassociated documents, see the VBMS Core User Guide.

II.ii.2.A.2.h. Merging Documents in VBMS

PDF editors, or users with Adobe Pro who have been given permission by RO management to make the required changes, must follow the steps in the table below when merging multiple eFolder documents into a single merged document.

Step	Action
1	With Adobe Acrobat Pro, select FILE CREATE to combine files into a single PDF.
2	Click ADD FILES and select the files that require merging.
3	Click DRAG AND DROP to reorder the files and pages.
4	Double-click on a file to expand and rearrange individual pages.
5	Press the Delete key (on the keyboard) to remove unwanted content.
6	After arranging the files, click COMBINE FILES.
7	Save the document as a PDF.
8	Name the PDF file and click SAVE.
9	Proceed to uploading the corrected documents to the eFolder.

Reference: For more information on the responsibilities of PDF editors, see M21-1, Part II, Subpart ii, 2.A.2.g.

II.ii.2.A.2.i. Splitting Documents in VBMS

PDF editors, or users with Adobe Pro who have been given permission by RO management to make the required changes, must follow the steps in the table below when splitting a document into multiple eFolder documents.

Step	Action
1	Locate and open the document marked Adobe Review Needed.
2	Move the cursor over the PDF menu bar located at the bottom of the screen.
3	Select the Adobe symbol on the right-hand side of the menu.
4	A menu bar will appear at the top of the document. Click the SAVE icon on the left.
5	Save the PDF to the desktop with a file name that includes the document type and date. *Important*: Delete this file upon completion of the document split.
6	Open the document and select the PAGE THUMBNAILS icon in the upper left-hand corner of the Navigation Panel and adjust the view to the user preference.
7	Select the page(s) that need(s) to be removed or split out of the document. *Note*: Select a sequential range of pages by clicking the first page holding down the Shift key (on the keyboard), and selecting the last page.
8	Right click and choose EXTRACT PAGES.
9	Check the option box for DELETE PAGES AFTER EXTRACTING.
10	Confirm deletion of the page(s) that is(are) marked for extraction.
11	The page(s) that was(were) chosen for extraction will appear in a new PDF file.
12	Save the new document to the desktop according to the document type and date.
13	Save the original document to the desktop that no longer includes the extracted documents.
14	Upload the corrected documents to the eFolder.
15	Delete the documents saved to the desktop as part of the document split.

Reference: For more information on the responsibilities of PDF editors, see M21-1, Part II, Subpart ii, 2.A.2.g.

3. Missing Claims Materials That Were Previously of Record

Introduction

This topic describes the actions to take when claims materials that were previously of record go missing, including

identifying missing claims materials that were previously of record, and
replacing missing claims materials that were previously of record.

Change Date

November 21, 2024

II.ii.2.A.3.a. Identifying Missing Claims Materials That Were Previously of Record

In some situations, there may be indications that claims materials were previously of record and viewed by RO personnel. Identify lost claims of this type through review of claim notes and other identifiers in the corporate record.Consider a claim lost if there is an electronic record of a pending claim but the claims folder contains no documents related to the claim.References: For more information on
lost NODs, see M21-5, Chapter 6, Section B, 5
handling allegations that claims materials were misplaced in the Centralized Mail (CM) system, see M21-1, Part II, Subpart ii, 2.A.4, and
claims submitted through VA claims submission service websites that are not properly transmitted to the eFolder, see M21-1, Part II, Subpart ii, 2.A.5.

II.ii.2.A.3.b. Replacing Missing Claims Materials That Were Previously of Record

Follow the steps in the table below upon identification of missing claims materials that RO personnel may have previously viewed.

Step

Action

Ask any employee having knowledge of the facts surrounding the claim, including the date VA received it, to prepare a signed memorandum for the file containing this and any other relevant information for retention in the claims folder. Note: The “employee” referenced in this step would include the employee responsible for creating the electronic record referenced in M21-1, Part II, Subpart iii, 3.A. It might also include any employee who has taken action on the claim and remembers relevant details about it.

Ask the employee’s supervisor to sign the memorandum.

Determine what claimed issues the pending EP is being used to control.

If the EP is ...	Then ...
only controlling issues for the lost claim	change the controlling EP to an EP 400, Correspondence.
controlling additional claimed issues	continue processing the additional issues, and address the lost claim under the currently pending EP.
4	Send the claimant the Lost Claim Letter. Note: The letter should inform the claimant that the claim was lost request that the claimant submit another application as evidence of the intent to file a claim, and scope of the claim request that the claimant resubmit any evidence previously submitted with the claim, and notify the claimant that if the requested evidence is not furnished within one year after the date of the letter, the claim may be considered abandoned under the provisions of 38 CFR 3.158.
5	Clear the EP 400, if one was established, after sending the letter.

Note: If, within one year of the date of the letter referenced in Step 4, a claimant resubmits a claim that VA lost, use the date of receipt of the initial (lost) claim as the DOC when reestablishing EP control. Otherwise, use the date of receipt of the resubmitted claim.

4. Claims Materials That Are Misplaced in the CM System

Introduction

This topic contains information on allegations from claimants or their representatives of lost claims associated with the CM system, including

fax confirmation page the CM scanning vendor provided to claimants, and
resubmission of
- a lost claim with copy of the fax confirmation page, and
- alleged lost claims absent the VA date-stamped fax confirmation page.

Change Date

November 30, 2020

II.ii.2.A.4.a. Fax Confirmation Page the CM Scanning Vendor Provided to Claimants

The scanning vendor provided a single confirmation page to claimants when the vendor received documents via the designated intake fax number. The confirmation page

was faxed back to the claimant’s fax number, and
consisted of a VA date-stamped copy of the first page of the claimant’s fax transmission.

Note: The first page of a claimant’s fax transmission was generally, but not necessarily, a cover sheet. Reference: For more information on the intake fax number for the CM scanning vendor, see the How to File a VA Disability Claim webpage.

II.ii.2.A.4.b. Resubmission of a Lost Claim With Copy of the Fax Confirmation Page

Claimants may resubmit a lost claim, but the claim must be accompanied by a copy of the original fax confirmation page referenced in M21-1, Part II, Subpart ii, 2.A.4.a. To retain the original DOC, the following must be provided in addition to a copy of the original fax confirmation page:
statement from the claimant or the appointed representative attesting to timely filing of the original documents, and
copies of all the originally faxed documents that match the page count from the original fax confirmation page.
Example: If the confirmation page shows 10 pages received, including the cover sheet, more than 9 pages of resubmitted documents will not be accepted as eligible to receive the original VA date stamp provided by the CM vendor. Reference: For more information on the confirmation page provided to claimants by CM vendors, see M21-1, Part II, Subpart ii, 2.A.4.a.

II.ii.2.A.4.c. Resubmission of Alleged Lost Claims Absent the VA Date- Stamped Fax Confirmation Page

If a CM vendor fax confirmation page with a VA date stamp is not provided by the claimant alleging a lost claim, then the original DOC associated with the alleged lost claim cannot be accepted. References: For more information on the
confirmation page provided by the CM vendor, see M21-1, Part II, Subpart ii, 2.A.4.a, and
resubmittal of a lost claim with a copy of the confirmation page, see M21-1, Part II, Subpart ii, 2.A.4.b.

5. Claims Materials Submitted Using a VA Electronic Application Process That Fails to Upload to the eFolder

Introduction

This topic contains information on locating missing claims documents submitted using a VA electronic application process, including

identifying claims submitted using a VA electronic application process that failed to upload to the eFolder
allowing time for automatic retransmission of documents that failed to upload
requesting retransmission of claims documents that failed to upload, and
notifying a Veterans service organization (VSO) that claims documents submitted through Digits-2-Digits (D2D) failed to upload.

Change Date

February 5, 2021

II.ii.2.A.5.a. Identifying Claims Submitted Using a VA Electronic Application Process That Failed to Upload to the eFolder

In rare situations, a technical error in the Enterprise Veterans Self Service (EVSS) system, which supports electronic transmission of claims material through VA claims submission service websites, results in the failure of a claims document to upload to the eFolder. These cases can be identified by

an automatically established EP
an eBenefits claim label, and
the absence of claims documents for the current claim in the eFolder.

Notes:

Claims documents submitted through the Digits-2-Digits (D2D) submission process cannot be recovered when transmission failure occurs. Upon identifying such a case, follow the instructions in M21-1, Part II, Subpart ii, 2.A.5.d.
Claims submitted through D2D can be identified by the D2D claim labels.

II.ii.2.A.5.b. Allowing Time for Automatic Retransmission of Documents That Failed to Upload

In most situations, if claims documents failed to upload through EVSS to the eFolder, the documents will be retransmitted within two weeks without any RO action. Follow the steps in the table below when a claim is received without supporting claims documents.

Step

Action

Add a new contention in VBMS with the following attributes:

In the field …	Enter …
CONTENTION	EVSS.
CLASSIFICATION	Administrative Issue.
DATE OF CONTENTION	(default to DOC).
TYPE	New.
MEDICAL	No.
2	Add a tracked item to indicate the failure-to-upload issue is pending resolution.
3	Add a note that states: Source documents missing.

Important: Ensure the claim goes to Ready to Recall – Yes status. References: For more information on

creating a tracked item in VBMS, see the VBMS Core User Guide, and
the appropriate tracked item for claims documents failing to upload, see M21-4, Appendix D.1.

II.ii.2.A.5.c. Requesting Retransmission of Claims Documents That Failed to Upload

Follow the steps in the table below if claims documents fail to upload after the 15-day period referenced in Step 2 of the procedure outlined in M21-1, Part II, Subpart ii, 2.A.5.b, ends.

Step

Action

Send an encrypted e-mail to the EVSS Help Desk.

Enter the following in the subject line of the e-mail: Requesting retransmission of VA claims submission service website documents that failed to upload.
Provide the following in the body of the e-mail:
- date the EP was established
- claim label
- VBMS claim identification (ID) number
- claimant’s name, and
- an indication of what documents are missing.

Upload a copy of the e-mail to the eFolder.

Update the track item to indicate the first follow-up has been completed.

Add a note that states: EVSS Help Desk contacted for assistance in obtaining documents that failed to upload.

After the 15-day period referenced in Step 4 ends,

review the eFolder to determine if the missing documents have been uploaded, and
follow the instructions in the table below.

If the documents are …	Then …
available	continue processing the claim, and disregard the remaining steps in this table.
not available	follow-up with the EVSS Help Desk until the claims documents are uploaded successfully, or a negative response from the EVSS Help Desk is received, indicating that the claims documents cannot be uploaded.

Notes:

Extend the suspense date of the tracked item by one week after each follow-up until the
- claims documents are uploaded successfully, or
- EVSS Help Desk provides a negative response.
Reference the COM ticket number in the follow-up emails. Upload a copy of all e-mail communication with the EVSS Help Desk to the eFolder.

Follow the lost claims procedures in M21-1, Part II, Subpart ii, 2.A.3.b if the EVSS Help Desk provides a negative response.

Upload the negative response to the eFolder, if applicable.

II.ii.2.A.5.d. Notifying a VSO That Claims Documents Submitted Through D2D Failed to Upload

The D2D application submission process does not have functionality to re-transmit documents that have failed to upload. Follow the instructions in the table below when claims documents submitted through D2D fail to upload.

Step

Action

Add a new contention in VBMS with the following attributes:

In the field …	Enter …
CONTENTION	D2D.
CLASSIFICATION	Administrative Issue.
DATE OF CONTENTION	(default to DOC).
TYPE	New.
MEDICAL	No.

Send an encrypted e-mail to the Veterans service organization (VSO) that submitted the claims documents.

Enter the following in the subject line of the e-mail: Requesting resubmission of D2D documents that failed to upload.
Provide the following in the body of the e-mail:
- date the EP was established
- claim label
- VBMS claim ID number
- claimant’s name, and
- an indication of what documents are missing.

Upload a copy of the e-mail to the eFolder.

Add a tracked item to indicate the failure-to-upload issue is pending resolution.

Add a note that states: VSO contacted for assistance in obtaining documents that failed to upload.

Follow the lost claims procedures in M21-1, Part II, Subpart ii, 2.A.3.b if the documents are not uploaded within 15 days.

Notes:

Telephone contact can be substituted for e-mail notification and is encouraged. Document successful contact on VA Form 27-0820.
Upload all e-mail(s) or VA Form(s) 27-0820 to the eFolder, if applicable.

References: For more information on

creating a tracked item in VBMS, see the VBMS Core User Guide, and
the appropriate tracked item for claims documents failing to upload, see M21-4, Appendix D.1.

Source: VA M21-1 Adjudication Procedures Manual, M21-1, Part II, Subpart ii, Chapter 2, Section A (U.S. government work, reproduced for reference). Browse all sections →