Van Orden Urges VA Secretary to Reinstate In-Person Verification Methods, Reimbursement Kiosks at Veterans Affairs Facilities

WASHINGTON, D.C. – Today, Congressman Derrick Van Orden (WI-03), Chairman of the Veterans’ Affairs Economic Opportunity Subcommittee, sent a letter to Department of Veterans Affairs (VA) Secretary Denis McDonough urging him to reinstate in-person verification methods, such as ID.me, and travel reimbursement kiosks at VA facilities in Wisconsin’s Third District. The letter comes after multiple veteran constituents contacted the Congressman expressing concerns and challenges in filing for disability compensation and travel reimbursements after accessibility resources were removed from their respective VA facilities.

“Wisconsin’s Third Congressional District is both highly rural and home to a large percentage of Korean and Vietnam-era veterans,” Congressman Van Orden stated in the letter. “While newer generations of veterans may be comfortable doing more online, for many who are less technologically inclined, have limited access to broadband internet or lack an internet-connected mobile device, this verification process can be difficult.”

The Congressman continued, “Veterans should be empowered to choose from the most secure, federally compliant sign-on option that best suits their needs, technological capabilities, and personal preferences.”

“All veterans, especially senior veterans, should not have to suffer the consequences of the federal government trying to solve problems that are not there to begin with,” said Congressman Van Orden. “The removal of travel reimbursement kiosks and in-person verification methods has made it unnecessarily difficult for veterans to do what used to be basic tasks, which is why I called on Secretary McDonough to reinstate these services at Wisconsin’s VA facilities. After everything our veterans have done for our country, the least we can do is provide them with the resources they need to access their benefits and medical care.”

Earlier this year, Rep. Van Orden questioned representatives from VA on the removal of the travel reimbursement kiosks during a House Veterans’ Affairs Committee. Click here to watch.

To read the full letter, click here or scroll below.

May 15, 2024

The Honorable Denis McDonough

Secretary

Department of Veterans Affairs

810 Vermont Avenue, NW

Washington, DC 20420

Secretary McDonough:

From management of health and benefits records, to submission of claims for disability compensation and travel reimbursement, Department of Veterans Affairs (VA) services should meet veterans where they are, however they need it. As the department works to modernize its information technology (IT) systems, it needs to ensure that veterans of all generations – and regardless of geography – are able to conveniently and securely access VA digital services.

Wisconsin’s third congressional district is both highly rural and home to a large percentage of Korean and Vietnam-era veterans. As I recently raised in a committee hearing on access challenges facing rural veterans, where once Wisconsin veterans were able to simply verify and submit travel reimbursement claims via kiosk at VA facilities in my district, they now must do so online through the AccessVA and VA.gov portals. A part of this submission process includes a requirement for veterans to verify their identities through one of four VA sign-on options. While newer generations of veterans may be comfortable doing more online, for many who are less technologically inclined, have limited access to broadband internet or lack an internet-connected mobile device, this verification process can be difficult.

I understand that many federal agencies utilize the same identity verification providers in place at the VA and one of those, ID.me, also offers an in-person option that allows users to bring their documents to a designated location and work with a trained technician who can help them through the process. Veterans, too, should be empowered to choose from the most secure, federally compliant sign-on option that best suits their needs, technological capabilities, and

personal preferences.

Within 30 days upon receipt of this letter, please provide an assessment of the VA’s plans to improve and simplify the travel reimbursement claims process and implement this secure in-person verification option for veterans in Wisconsin.

Thank you for your consideration of this request.

Sincerely,