Information Handling

Your medical records stay in an isolated AWS GovCloud environment. We do not download medical-record personally identifiable information (PII) to staff devices or copy it into public website systems. The medical-record environment is separate from the public website’s enquiry forms and visitor security records.

Only authorized representatives can access medical records in the isolated GovCloud environment. A representative’s access must be appropriate to the veteran and the records being reviewed.

Sending us a message or requesting a demo does not grant access to your medical records. Use the authorized record-access process with your representative.

Claim Assistant organizes documents, reads their clinical content, and connects relevant findings to evidence requirements. Findings point back to source documents so an authorized representative can review the basis for the result.

Incomplete, unreadable, or missing material can limit the review. A readiness result helps identify questions and evidence gaps; it is not a VA decision. Learn more about how the review works.

Each medical record is retained for 90 days from when it is first received, then deleted. Viewing or reanalyzing a record does not restart that period. Copies and extracted content must not be used to keep the same medical information beyond its deletion date.

Keep your original records and work with your authorized representative on continuing evidence needs. Claim Assistant is not a long-term records archive. This policy covers copies held by Claim Assistant; it does not delete records held by VA, your clinician, or you.

For questions about a specific record’s retention or a deletion request, contact our team without attaching medical documents or sensitive identifiers.

Use the public contact and demo forms for your name, reply details, organization where relevant, and a general description of how we can help. Do not send medical records, Social Security numbers, VA file numbers, or dates of birth.

Enquiries and website security records are handled through the website’s service providers. The Privacy Policy explains those records, cookie lifetimes, and how to request more information.

If you believe information was accessed incorrectly or sent through the wrong channel, contact our team with a general description of the issue. We can help identify the appropriate next step without asking you to post sensitive details in the public form.

Read our Security page for more about isolation, access controls, and traceable findings.