Recovery action is put on hold once the insurer identifies Financial Hardship or receives a request for support, with any Collection Agent or solicitor told, and stays on hold until the application is assessed and the decision notified. The insurer gives its written decision within 21 Calendar Days of receiving the application unless it asked for more information; where it did, within 21 Calendar Days of receiving all the information, or, where the information was not provided by the deadline, within 7 Calendar Days after the deadline passes. Where support is granted the insurer works with the customer on an arrangement that may include delaying the payment date, instalments (a reasonable instalment request will not be refused), a reduced lump sum, deferred instalments, deducting the excess from the claim payment, or waiving cancellation fees, and confirms the arrangement, where possible by the preferred method; where entitlement is agreed but the form of support is not, the customer is told in writing about the complaints process. The customer may ask for a debt to be released, discharged or waived (not an automatic entitlement), any release is confirmed in writing, and on request the insurer tells a financial institution with an interest in the policy about the hardship entitlement and any release. Where support is refused the insurer gives reasons and the complaints process, and a customer whose circumstances change may re-apply, further holds on recovery being at the insurer's discretion.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.