In a powerful and urgent appeal addressed to Maj Gen Manoj Natarajan, SC, VSM, Managing Director of the Ex-Servicemen Contributory Health Scheme (ECHS), a primary beneficiary has shed light on the systemic inefficiencies and outdated bureaucratic practices plaguing the current ECHS administration. The letter, deeply rooted in concern and reason, calls for immediate and comprehensive reforms to eliminate redundant documentation and uphold the dignity of India’s veterans.

The Problem: A Legacy of Redundancy and Inefficiency

Despite the government’s emphasis on digital governance and administrative transparency, ECHS Polyclinics continue to enforce archaic protocols. One of the most glaring issues is the repeated demand for photocopies of static documents—bank account details, Aadhaar cards, and ECHS cards—for every bill submission. This is not only irrational but entirely unnecessary, especially when such documents are already uploaded on the BPA portal and readily available in records.

Even more baffling is the requirement for a separate “NA Certificate” when prescriptions already clearly indicate “NA.” Such practices reflect a troubling inertia within the administrative system—a reluctance to evolve and adopt smarter, more efficient workflows.

Disrespect to Veterans

What makes these procedural lapses even more disheartening is their impact on veterans. The additional paperwork and arbitrary document demands translate into lost time, avoidable expenses, and a deeply felt sense of indignity. Veterans who have served the nation with honor should not be subjected to a bureaucratic maze that fails to respect their time and service.

Delays and Lack of Accountability

Adding to the grievances is the inordinate delay in the settlement of claims, particularly concerning NA (Not Available) medicines. The absence of clear timelines or accountability frameworks has normalized these delays, leading to a frustrating and trust-eroding experience for beneficiaries.

The persistence of demands for multiple hard copies of documents and file covers—despite the availability of digital alternatives—further underscores a glaring disconnect between policy and practice.

The Demands: Concrete and Rational Reform

The beneficiary outlines five urgent actions that must be implemented:

1. Immediate cessation of redundant document demands across all ECHS units.
2. Policy amendment to require document resubmission only when beneficiary details change.
3. Elimination of separate NA Certificates where “NA” is already recorded on prescriptions.
4. Establishment of strict claim settlement timelines and introduction of penalties for unwarranted delays.
5. Complete discontinuation of unnecessary requests for physical file covers and duplicate copies.

A Call for Urgent Action

This representation is more than a complaint—it is a call to reform, a demand for efficiency, dignity, and accountability. The existing model must be overhauled to reflect a modern, veteran-friendly ethos. Bureaucratic apathy and passive observation can no longer be tolerated.

As this letter makes its way through the corridors of power, it stands as a clarion call for systemic reform, not just for one veteran, but for thousands who continue to serve even in retirement.