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Luke Armstrong is the co-founder and co-CEO of veteran-led business KSC Claims, a leading provider of claims management services tailored specifically to Aussie veterans navigating the Department of Veterans’ Affairs (DVA) process.
Since 2020, KSC Claims has supported more than 3,000 Australian veterans in successfully managing their DVA claims, offering expert assistance with claim preparation, appeals, entitlement advice, and ongoing case management..
How did your career in veteran advocacy begin?
I’m a former Airfield Defence Guard whose service ended early due to injury. Like many veterans, I faced real challenges navigating the DVA claims process after leaving the Australian Defence Force. Despite being relatively well-informed, I found the system slow, confusing, and often disheartening.
After service, I worked in exercise science with neurosurgery patients — many of them veterans — and saw firsthand how vital trauma-informed support is during the transition from Defence to civilian life. Realising that if I was struggling, countless others without the same resources must be too, I began helping mates informally by reviewing decision letters, explaining entitlements, and supporting appeals. Word spread quickly, and soon I was fielding calls from veterans across Australia and overseas.
I teamed up with fellow Air Force veteran Matthew Dumars, who had faced similar challenges, and together we co-founded KSC Claims to provide the clear, empathetic support we wished we’d had.
What started as a way to give back soon became a full-time mission. KSC Claims is built on integrity, respect, and real support — no jargon, no false promises — just honest help from mates who’ve got your back. We’re veterans backing, and empowering veterans, because we know all too well how tough the DVA process can be.
What inspires you most in this work?
What inspires me most is the veteran community — their resilience, integrity, and the way they look out for each other never ceases to amaze me. I’m privileged to work alongside people who have served our country and now simply want to be treated fairly: to be heard, understood, and respected.
There’s something powerful in the moment a veteran realises they finally have someone in their corner. That shift in trust, knowing they’re supported by someone who truly cares, is what fuels everything I do.
I’m also driven by the chance to change the system for the better.
The DVA claims process has often been reactive and bogged down in paperwork, but we’ve shown that veteran compensation can be proactive, digital, and deeply personal. Making that kind of impact, putting veterans at the centre while modernising the process, is what keeps me going every day.
What’s your approach to client service, and how is it different?
What sets us apart is our responsiveness, transparency, and consistency. Veterans aren’t left in the dark. We communicate regularly, clearly, and in plain English. We’re accountable, contactable, and proactive, so veterans always know where they stand.
KSC Claims is deeply committed to ethical practices and maintaining the highest standards of professionalism in all our interactions. We operate with full transparency and strict compliance with Australian laws, ensuring every decision reflects our dedication to the health and wellbeing of veterans. As a proud Veteran Employer of Choice, we strive to foster a supportive environment that values and empowers those who have served.
Everyone on our team is trained to lead with empathy and professionalism.
Our mission is to stand with veterans, providing the guidance and advocacy they deserve in their journey toward fair and timely outcomes.
For us, it’s not just about processing a claim. Whether it is a claim relating to DVA or a Retrospective Medical Discharge, it’s about walking beside veterans every step of the way through what can be a complex and emotional journey. We’re not just advocates; we’re trusted partners committed to guiding veterans through the DVA process with integrity and care.
By combining deep expertise, innovative solutions, and a personalised approach, we deliver exceptional outcomes that ensure every veteran feels valued, supported, and respected.
How do you innovate and stay ahead?
Innovation at KSC Claims is driven by one simple principle: never settling for “this is how it’s always been done.” We actively listen to veterans, collaborate closely with the Department of Veterans’ Affairs, and continuously refine our processes based on real-world feedback, focusing on what works and quickly addressing what doesn’t.
Our commitment to innovation goes beyond technology. While we’ve introduced secure digital workflows, automated tracking, and intuitive document management systems to streamline the claims journey and increase transparency, we’ve also reimagined advocacy itself. By creating a client-first, professional model, we deliver more consistent, personalised support that’s sustainable and scalable.
This approach enables us to assist more veterans, more effectively, all while upholding the quality, integrity, and ethical standards that define who we are.
What’s been your biggest challenge – and how did you overcome it?
The biggest challenge has been overcoming scepticism around paid advocacy. Early on, there was a perception that we were trying to profit off people doing it tough. That couldn’t have been further from the truth.
Gaining trust took time and consistent effort.
We tackled this by being completely transparent: no lock-in contracts, clear communication about fees and outcomes, and a commitment to ethical, honest service that lets our work speak for itself. Slowly but surely, the veterans we supported became our strongest advocates.
Today, that trust has grown so much that even DVA staff and healthcare professionals refer veterans to us, confident in our fairness, integrity, and dedication to achieving positive outcomes.
What are your goals over the next five years?
Over the next five years, I hope to expand KSC Claims’ reach and deepen our impact by growing our team and developing specialised expertise. A key focus is improving access for veterans in regional and remote areas, with particular attention to supporting female veterans and other underrepresented groups.
We’re also building an educational platform to empower veterans and their families with clear, accurate information about their entitlements, whether or not they become clients. We are also exploring partnerships with allied health providers to offer a more holistic, integrated support experience.
On a personal level, I’m committed to mentoring the next generation of veteran advocates. Because for me, this work goes beyond individual contributions. It is about creating a sustainable, ethical, and effective advocacy model that will serve veterans long into the future.
KSC Claims is a company founded and run by Australian Veterans Luke Armstrong and Matt Dumars, with the sole aim of helping Australian veterans.
Have DVA related questions? Let’s chat:
www.kscclaims.com.au
