When a Veteran was admitted to a long term care facility, the Veteran’s family had no idea that VAC covered these costs. They applied for a retroactive reimbursement, back to the date the Veteran was admitted, but the request was denied. After attempting a second level appeal, they contacted my Office for help. What we discovered is that to be eligible for Long-Term Care reimbursements, Veterans are expected to contact VAC the moment their needs change and before being admitted to a long term care facility, unless it’s an emergency. After speaking with a manager from the Department, we were able to show how the circumstances were out of the Veteran’s control and, therefore, considered urgent. The Veteran received a complete reimbursement for the long-term care expenses.