Video visits, secure messages, and your claim

What's new

VA News (Oct 28, 2026) profiled an Army Veteran who lives about 65 miles from the Memphis VA. He now uses VA Video Connect for several types of appointments, and My HealtheVet Secure Messaging to reach his care team between visits. In one case, he messaged his provider to correct a weight he had reported wrong.

Why this can matter for a claim

Video visits are VA appointments, so the provider documents them in your VA record like any other visit. Secure messages go to your care team, which can make them part of your health record. A dated note written at the time can show:

• Symptoms you had between appointments, like flare-ups, sleep problems, or pain after activity.
• How often a condition affects you, over months instead of one day.
• Treatment you tried and how it worked.

Be honest and specific: what happened, when, how long it lasted, and what you couldn't do. A message is not a diagnosis, and VA weighs all the evidence. Don't expect any single note to decide a claim. Our symptom and flare-up log can help you track the details.

Related: why your VA doctor's notes are evidence and getting private records into your claim.

Your claim exam: telehealth, records review, or in person

• Not every claim needs an exam. If your file already has enough medical evidence, VA may use the Acceptable Clinical Evidence (ACE) process to review your records instead of scheduling an exam. That's another reason good treatment notes matter.
• Telehealth exams. VA says that in some cases it may schedule a claim (C&P) exam as a phone or video appointment you join from home.
• In-person exams are at a VA medical center or a contractor location, which the contractor tries to schedule within 50 miles of your home, or 100 miles for a specialist.

If you think you need an in-person exam

Some conditions are hard to measure over video, like range of motion or a physical exam of a scar. When you get your exam letter or call, call the number on it to confirm. You can tell them why you think an in-person exam is needed and ask about accommodations. VA doesn't promise a specific format, so ask early. If you think an exam was inadequate, write a letter for your claim file or contact your free VSO.

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