Notices popping up at Milwaukee-area VA clinics this week told veterans that travel reimbursement claims would move to an online-only system starting June 1, and a lot of people did not take the news calmly. Veterans and advocates worry the shift could cut off those without reliable internet access, especially older Vietnam-era veterans, from money they rely on to cover the cost of getting to medical appointments. VA officials have told local reporters that paper claims will still be accepted and that staff will help veterans file online, but the signs and mixed messages have left plenty of confusion in their wake.
How the new filing system works
The VA has been rolling out the Beneficiary Travel Self-Service System, or BTSSS, an online portal that lets eligible veterans file and track travel claims. When veterans use BTSSS together with direct deposit, payments are designed to arrive in roughly three to five business days, according to Veterans Affairs. The agency’s instructions explain how to sign in through tools such as ID.me or Login.gov. Mileage-only claims usually do not require receipts, while other types of expenses do need documentation and, in some cases, prior approval.
Signs, 13 steps and veterans' concerns
At Milwaukee’s Zablocki VA Medical Center, veterans told FOX6 News Milwaukee they saw a sign stating the online change would kick in June 1. Some who tried out the new system said the process they were shown involved 13 steps and multiple authentication hoops that left older users feeling overwhelmed. “What are you telling to these veterans? Are you just automatically forfeiting the money?” U.S. Marine Corps veteran Joe Deloria asked the station, voicing worries about both privacy and basic access.
VA urges online claims but says paper is still an option
The VA says it “strongly encourages” veterans to use BTSSS, arguing that online filing combined with direct deposit is the quickest way to be reimbursed and lets veterans monitor the status of their claims, according to Veterans Affairs. Paper claims submitted on VA Form 10-3542 still exist as an option, but staff must manually enter those forms into the system, which the agency warns can slow processing times.
Implementation questions persist
The rollout has not been seamless. A review by the Department of Veterans Affairs Office of Inspector General found BTSSS missed several implementation goals and called for technical fixes along with stronger outreach. The OIG report shows some of those recommendations were closed by 2024. Veterans groups say that kind of oversight does not automatically translate into more hands-on help at local clinics, and older or rural veterans still risk having to depend on family members or nonprofits to get their claims submitted.
Where to get help
Veterans trying to sort out the changes can contact their facility’s Beneficiary Travel office or call the VA health benefits hotline at 877-222-VETS (8387). Local groups such as the Wisconsin Veterans Network also help veterans navigate paperwork and online accounts, according to Spectrum News. Those who prefer to stay offline can ask clinic staff about submitting VA Form 10-3542 in person or request help getting set up with an ID.me or Login.gov account to access BTSSS at the clinic.
