Thank you for the question.
Over the past few years, I have spoken with many case managers from across the province, in Saint‑Jean‑sur‑Richelieu, in Montreal, in Quebec City, in Gatineau, and they aren't the problem. The problem is the workload that the department imposes on them. Some have to manage 25, 30 or 40 cases at the same time. For them, talking about the veteran isn't the problem.
At the same time as the case managers start processing veterans' files, there could be liaison officers who would follow up on the claims. These officers would be called upon to contact the veteran to inform them of the status of the file. That would be the least the department could do, and veterans would feel less left to their own devices. Case managers certainly can't see everything; they don't make decisions about claims.