Changing Landscape of Claims Advocacy

National Veterans’ Affairs Committee Communiqué: August 2025

Over the past few months, RSL has become aware of increasingly concerning behaviours in the claims advocacy sector – impacting veterans, advocates and DVA delegates. The issue was discussed at the NVAC meeting on 29 July 2025, and this Communiqué was requested by NVAC members.

We are hearing reports of "kickbacks" being offered to individual advocates for referrals, directing clients away from not-for-profit service providers in favour of commercial entities that are driven by profit.

We are aware that some providers are now targeting military sexual assault survivors, putting already vulnerable veterans at risk of further distress.

There are also reports of tampering with medical reports – putting medical professionals at risk of losing their registration.

We have been advised that advocacy firms are submitting claims with up to 100 different conditions and deliberately delaying the processing of claims; all to ensure they are using their own subsidiaries to maximise their profit.

These companies charge much higher fees to DVA for assessments, and have the capital to recruit DVA delegates and RSL advocates by offering very generous salaries in a sector traditionally occupied by volunteers.

These providers are utilising aggressive marketing and engagement strategies and have been targeting RSL Sub-Branches and advocates – as well as other ESOs. They are offering funding for ESO projects and events to demonstrate their legitimacy as a veteran-centric company when, in reality, they are profit driven. This puts the veterans at risk by providing a false sense of legitimacy and altruism.

These practices are clogging a system that is already under pressure, with new claims far exceeding the determinations DVA delegates are achieving. Further, these profit driven firms are essentially taking money out of veterans’ pockets by knowingly submitting claims for unacceptable conditions, capitalising on the DVA obligation to cover the cost of clinical referral and assessment.

Particularly concerning to RSL, are reports that DVA delegates are facing bullying and harassment, even threats of self-harm. This is not acceptable.

RSL is proud to offer fee-free services as the cornerstone of our support for veterans. We intend to continue to work closely with DVA and the Institute of Veteran Advocates once established to restore integrity to this vital industry.

We urge caution when engaging with new partners and ask that you keep your advocates informed.