The insurer, and every Collection Agent or solicitor recovering money for it, comply with the joint ACCC and ASIC guideline on debt collection, understand the Code's Financial Hardship requirements and are trained to identify when a customer may need hardship support. The first communication about money owed gives information showing that the amount sought is fair and reasonable (the loss or damage and the claim, the actual cost of completed repairs, the evidence behind the calculation), explains the hardship process and gives contact details; an agent's or solicitor's communication identifies the insurer it acts for and the nature of the claim, and if the customer tells them of hardship they notify the insurer and give written information about the hardship process. Where the customer intends to declare bankruptcy the insurer works with them or their representative to agree the amount owed, confirms it in writing, and if no agreement is reached provides the complaints process in writing.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.