Sample Product Guide 1

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526 Claims for Increase
What is it?
1.

526 Claims for Increase is a vets.gov tool that allows veterans who have been rated
for disabilities via a 526EZ application to independently apply for an increase for those
disabilities. The tool precedes full 526 online form availability. Veterans can select a
rated disability for which they would like to apply, upload corresponding evidence, and
submit their information to be evaluated by Compensation Services. This Product Guide
will outline the steps involved in the process.

Target launch date for 526 Claims for Increase: late July-early August

Table of Contents
526 Claims for Increase

User Access
Who can access these tools?
How can users access these tools?

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3
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Navigation

Functionality

Error & Notification Log

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User Access
Who can access these tools?
Veterans who have logged-in with the highest level of identity verification on Vets.gov (LOA3),
are found in the Master Veteran Index (MVI), who have applied for disability claims and
received rated disabilities.

How can users access these tools?
Users can log in using their DS Logon Premium, MHV Premium, or ID.me accounts, as long as
they are registered as LOA3 users and found in MVI.

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Navigation

https://staging.vets.gov/disability-benefits/apply/
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Navigate to “Apply for Increased disability benefits” in the left menu.

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The apply page presents the veteran with an application wizard to help direct users to the right
platform for submitting their application based on their specific circumstance.

Application Wizard
Select “I have a new or worsening condition…”

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Select “One or more of my rated disabilities have gotten worse…”
Making this selection allows submission of an online claims for increase application via
vets.gov. All other selections currenly direct users to eBenefits.

https://staging.vets.gov/disability-benefits/apply/form-526-disability-claim/introduction
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Veterans must log in.

Logged in state:

Functionality
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https://staging.vets.gov/disability-benefits/apply/form-526-disability-claim/veteran-information

Part 1: Veteran Details
The veteran will review identity, contact, military, payment, and other details to check for
accuracy and make corrections where relevant.
Veteran identity information is pre-populated. If any of the information is incorrect, they are
directed to contact VBA Call Center.

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Contact information is pre-populated and can be edited for the 526 application, specifically.
Updates to the veteran’s VA account can be completed on the Profile page.

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Military history is pre-populated and can be edited for the 526 application, specifically. Updates
to the veteran’s VA account can be completed by contacting VBA Call Center.

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Veteran payment information is pre-populated. If any of the information is incorrect, they are
directed to contact VBA Call Center.

Homelessness
Veterans indicate whether or not they are homeless. If “Yes”, veteran is prompted to provide
additional contact info. If “No”, they proceed through the application.

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Part 2: Your Rated Disabilities
Veterans are presented with all of their existing rated disabilities and will select the one(s) they
want to submit for increase in benefits.
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Part 3: Supporting Evidence
Veterans will need to provide any evidence supporting the claim that their condition has
worsened. They can upload this information or request that they be retrieved from a VA Medical
Center.

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VA Medical Records
The VA medical facility name has an auto-suggest feature that helps veterans select the intended
facility. Facility name and approximate first date of treatment is required. More than one facility
can be added.

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Private Medical Records
If the veteran has private medical records, they can upload them or have VA get them from the
private doctor. If “No, my doctor has my medical records” is selected then the veteran is
prompted to download and attach form 21-4142 (Private Medical Records Release) and told
where to send that form.
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Lay Statements or Other Evidence
Supporting documents can be uploaded by the veteran and submitted along with the application.
Upload guidelines are provided. If this option is selected, an upload is required.

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All uploaded files are listed for review.

Part 4: Additional Information
Veterans will confirm whether they have provided all their supporting evidence and want to
participate in the Fully Developed Claim (FDC) program. If they have additional information
that needs to be submitted their application is reviewed through the standard claim process. More
information about the FDC program is provided in a link on this screen.
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Part 5: Review Application
Prior to submitting the application, veterans can review each section of the form for accuracy
using the ‘+’ toggle buttons to reveal detailed information. In order to submit the application,
acceptance of the privacy is required by clicking the provided checkbox.

Submitted applications will receive a confirmation message that contains a ‘Claim ID’ number
that can be used to track their application. A veteran should be able to review the status of their
claim using the Claim Status tool within minutes of the submission.
After Submit: A claim is electronically established for the veteran in the VBMS database for
VBA. In addition, a pdf version of the 526 claims for increase form is generated and forwarded
to the National Work Queue to be assigned to a reviewer.

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Error & Notification Log
ITF (description) - selecting the blue ‘Start’ button (below) will trigger the creation of an ITF (Intent to
File) date for the veteran.

ITF (pending)

ITF (created)

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ITF (retrieved) - this message appears if a veteran already as an ITF date on record.

ITF (renewed)

ITF (error: not retrieved for returning user)

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ITF (error: not retrieved for new user)

ITF (error: not created)

ITF (error: not renewed)

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Save In Progress(SIP) - Unverified/Unauthenticated Intro

SIP (Verified Intro)

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SIP (Continue Intro)

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Checkbox validation error (must select at least one)

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Static content below form elements

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The following table contains the message types and notifications that would appear for
standard errors and failures. Some messages may vary slightly as we develop updates
versions of the tool.

Save in Progress
Scenario

Title

Save in
progress
data

Unable to
complete
an
automated
task (e.g.
save
application
in
progress)

We couldn't save
your form

Description

Location

Application has been
saved. Last saved m/dd/yyy
at HH:MMam/pm

Below affected
component

We're sorry. Something
went wrong when we tried
to save your form. If you're
on a secure and private
computer, you can leave
this page open and try
saving your form again in a
few minutes. If you're on a
public computer, you can
continue to fill out your
form, but it won't
automatically save as you
fill it out.

Below affected
component

Access messaging
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Appears when the user tries to access an item that’s not available to them. It may be
because the record has been deleted, the user doesn’t have access, etc.

System downtime
Variations in messaging will be contingent on:
● Whether or not the downtime is scheduled/expected
● If scheduled, when the application will be back up (precise time stamp if known,
general estimate if not)
● If not expected, general estimate of when the application will be back up

Scenario

Title

Description

Location

Entire site is
not accessible
(scheduled
downtime)

Vets.gov is
down for
maintenance
right now

We're sorry.
Vets.gov isn't ready
for you right now.
We're doing some
work to help make
this site even better
for Veterans,
Servicemembers,
and family members
like you. We hope to
finish our work by
[DATE/TIME].
Please check back
then.

Replace page

Entire site is
not accessible
(expected)

Vets.gov isn't
working right
now

We're sorry.
Something went
wrong on our end.
Please refresh this
page or try again
[LENGTH OF TIME
(ie, "tomorrow" or "in
an hour")].

Replace page

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Entire site is
accessible

We're working
on the site

We’re doing some
work on Vets.gov
right now. You
should still be able
to use the
applications and
tools. But if you
have any trouble,
please check back
soon.

Banner

Application or
page is not
accessible

[APPLICATION
NAME] is down
for maintenance

We're making some
updates to
[APPLICATION
NAME]. We're sorry
it's not working right
now, and we hope
to be finished by
[DATE], [TIME].
Please check back
soon.

Replace page below
title

Application or
page is not
accessible, no
timeframe

[APPLICATION
NAME] is down
for maintenance

We're making some
updates to
[APPLICATION
NAME]. We're sorry
it's not working right
now. Please check
back soon.

Replace page below
title

Application or
page is
accessible
(general
message;
specific
iterations to be
added later)

Some parts of
this may not be
working

You can still use
[APPLICATION/PA
GE NAME], but
some parts of it may
not work for you. If
you're having
trouble, please try
again later.

Below page title

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Component is
not accessible
(general
message;
specific
iterations to be
added later)

[COMPONENT
NAME] isn't
working right
now

We're sorry.
Something went
wrong on our end.
Please refresh this
page or try again
[LENGTH OF TIME
(ie, "tomorrow" or "in
an hour")].

Replace affected
component

Component is
accessible
(general
message; see
application/co
mponent
specific
messages)

Some
information may
not be up to
date

We're sorry.
Something's not
working quite right.
You can still use
[COMPONENT
NAME], but you
may not be able to
see all your updated
information. If you're
having trouble,
please try again
[LENGTH OF TIME
(ie, "tomorrow" or "in
an hour")].

Above affected
component

Unable to
complete a
user-initiated
task, can't
proceed

We've run into a
problem

We're sorry.
Something went
wrong on our end.
Please try again.

Above page title

Unable to
complete a
user-initiated
task, can still
proceed

We've run into a
problem

We're sorry.
Something went
wrong on our end.
You can try again
now, or move on to
the next step and
come back later to
complete this.

Above page title

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Network connection loss
Scenario

Title

Description

Location

Application/page
/component is
not accessible
due to user
connection loss

We can't load
[APPLICATIO
N/PAGE/COM
PONENT
NAME]

Please make sure
you're connected to
the Internet, and
refresh this page to
try again.

Below page title

Unable to
complete an
automated task
(e.g. save
application in
progress) due to
user connection
loss

We can't save
your form
right now

Please make sure
you're connected to
the Internet, and
then try saving your
form again.

Below affected
component

Unable to
complete a userinitiated task
due to user
connection loss

We've run into
a problem

Please check to
make sure you're
connected to the
Internet, and try
again.

Above page title

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Authorization
Scenario

Title

Description

Location

(Application)
user's records are
not found

We don't
seem to
have your
records

We're sorry. We
can't find your
records in our
system. If you think
they should be here,
please try again later
or call the Vets.gov
Help Desk at 1-855574-7286 (TTY: 1800-829-4833).
We’re here Monday–
Friday, 8:00 a.m.–
8:00 p.m. (ET).

Replace content
below page title

(Page) user's
records are not
found

We don't
seem to
have your
records

Replace content
below page title

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(Component)
user's records are
not found

We don't
seem to
have your
records

Replace affected
component

(Application) user
is not eligible for a
benefit because
they aren't a
Veteran/depende
nt/spouse

You're not
eligible for
this benefit

It looks like you're
not eligible for this
benefit based on the
information you've
given us. Please
check your eligibility
again.

Empty state
Scenario

Title

Description

Location

(Application) No
data tied to the
user or scenario

No [DATA
TYPE (ie,
prescription
refills or
health
records)] to
show

We don't have any
[DATA TYPE] in our
system to show
here.

Replace content
below page title

(Page) no data
tied to the user or
scenario

No [DATA
TYPE] to
show

We don't have any
[DATA TYPE] in our
system to show
here.

Replace content
below page title

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(Component) no
data tied to the
user or scenario

No [DATA
TYPE] to
show

We don't have any
[DATA TYPE] for
you in our system.

Replace affected
component

Feedback messaging
The application’s response when the user is interacting with it. The majority of create,
read, update, delete (CRUD) actions will result in feedback messaging.
Note: See content style guide for guidance on when to consider adding instruction to
call the Vets.gov Help Desk or other "next-step" call to action.

Form Restart
When a user wishes to restart the 526 form (i.e., hit 'start over' on the intro page), they see an error
that 'something went wrong' after the form loads. If they go back to the intro page, they see the 'start
disability compensation application' button, and clicking on it results in the form working as usual.
So, the form must be restarted twice.

Mitigation steps:

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Go back to root url (vets.gov/https://www.vets.gov/disability-benefits/apply/form-526-disability-claim/)
and try again, at least twice

Recommended Actions if a veteran calls saying they have received an error:
1) Verify the source: vets.gov, eBenefits, SEP (only if working with VSO)
2) If vets.gov, make sure that the veteran can see their identity (SSN, DOB, Gender, etc),
address, contact info, payment info, service history when they log into the application. If
payment info is not on file or other records are missing, this could produce an error.
3) If you have access to VBMS, check recently submitted claims. If there is nothing there for the
veteran, double-check to see if the veteran has any confirmation number for their
submission. If not, batch those reports for vets.gov. We’ll be logging failed applications and
retrying them. Anything that we’re unable to push through will be manually sent over for
forced entry. The cadence of this will have to be determined by volume.
Error for Unverified (missing SSN, EDIPI, and/or Corporate DB ID)

Will look like this on Dashboard:

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Source Exif Data:

File Type                       : PDF
File Type Extension             : pdf
MIME Type                       : application/pdf
Linearized                      : No
Page Count                      : 37
PDF Version                     : 1.4
Title                           : Microsoft Word - Vets.gov 526 Claims for Increase Guide_edit_8.14.docx
Producer                        : Mac OS X 10.12.6 Quartz PDFContext
Creator                         : Word
Create Date                     : 2018:08:31 13:18:15Z
Modify Date                     : 2018:08:31 13:18:15Z

EXIF Metadata provided by EXIF.tools

Sample Product Guide 1

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