Playbook

My claim has gone quiet

A two-week sequence to find out whether DVA is waiting on you, waiting on a doctor, or not working the file.

When: No meaningful update inside the published timeframe, or a hardship flag with no action. · 45 minutes plus waiting time

1. Step 1Open MyService and your email junk folderLook for an information request, a medical appointment letter, or a decision you have not opened. Screenshot the status line.
2. Step 2Write a three-line status requestClaim number, date lodged, one question: what is outstanding from me, and when will it next be actioned? Send to the allocated contact. Use the follow-up letter.
3. Step 3If hardship is the issue, attach evidence and ask for expeditionOverdue bills, medical certificate, notice about housing or children. One page. Date it.
4. Step 4Diary 10 business daysIf the reply is “backlog” with no date, reply once: please give a date for the next action or a decision.
5. Step 5Escalate in writing, not by volumeDVA complaint, then Ombudsman, with the timeline attached. Start a CDDA file if the delay itself is costing you money or health — but keep chasing the underlying decision in parallel.