10/30/2025
From the U.S. Department of Veteran Affairs:
VA Maine Healthcare System - News & Announcements Update
Dear Enrolled Veteran,
VA Maine Leadership is aware that many enrolled Veterans have questions and concerns related to the Healthcare System’s processing of beneficiary travel claims and the recent closure of the travel assistant window in the Health Benefits Office on the Togus campus. This communication is being sent to provide the most current and accurate information available regarding the status of travel assistant window and VA Maine’s beneficiary travel backlog.
Regarding the closure of the travel assistant window:
Effective October 17, 2025, the travel assistant window in the Health Benefits Office (located on the ground floor of building 200) will be closed due to current staffing issues. The Health Benefits team has arranged voicemail coverage during the closure and has identified staff members who will be responsible for checking messages multiple times throughout the day to ensure Veterans needs are being addressed in a timely manner.
Please be aware, during the closure, beneficiary travel kiosk machines and drop boxes for paper claims will still be available to support the continued submission and processing of electronic and paper claims.
At this time, the reopening of the travel assistant window is unknown as the Healthcare System is working continue to onboard new team members to support Health Benefit Office operations.
If you have questions or concerns related to beneficiary travel please call 207-623-8411 x4035. If you have to leave a voicemail you can expect a call back within one business day.
Regarding VA Maine’s beneficiary travel backlog:
At this time, VA Maine is working to address a significant backlog of travel claims submitted via paper, BTSSS portal, and through kiosks. To address this issue VA Maine has partnered with Central Western Mass VA to expedite the processing of claims in the order that they were received. Additionally, VA Maine has trained and approved overtime for additional staff to support the processing of claims. Lastly, VA Maine has brought back the travel kiosks to the following sites of care to reduce the submission of paper claims which are the most time intensive to process:
Bangor CBOC
Portland CBOC
Presque Isle CBOC
Lincoln CBOC
Calais CBOC
Lewiston CBOC
Rumford CBOC
Togus VA Medical Center
VA Maine is aware that many Veterans are confused as to why so many of their claims after being submitted through the BTSSS system get put into a “manual review” status. This is caused by a system design issue that is not controlled by VA Maine. The system is designed to automatically put claims into a manual review status if the traveling Veteran passes a VA site of care on their route to their scheduled care. Given the geography of Maine, this is a fairly common occurrence. To rectify manual review issues, Travel Department staff have to go into BTSSS and override the system to allow for your pending claim to be processed.
Despite current staffing shortages and the required use of BTSSS travel processing software, VA Maine continues to work each and every day to process Beneficiary Travel claims in the order received.
The VA Maine healthcare System understands that Veterans across the state are frustrated and concerned by the closure of the travel assistant window and the beneficiary travel backlog. Please know, we are working as quickly as we can to onboard new staff to support Health Benefit operations. We appreciate your patience while we navigate this challenging time.
Respectfully,
VA Maine Healthcare System
