Insurers will have policies and procedures to monitor the performance of Employees and Distributors; will investigate concerns about their conduct raised by the customer or otherwise known, addressing them by further training or disciplinary action where appropriate; and where an Employee's or Distributor's poor conduct, contrary to the insurer's policies, has caused the customer material harm, will contact the customer to discuss an appropriate remedy, which depending on the circumstances and what the customer agrees may include refunding premiums, paying interest on the refund, adjusting the cover, correcting information or paying a claim, telling the customer how to complain if the proposed remedy is unsatisfactory. Where the seller is not one of the insurer's Distributors, the customer is told how the matter can be addressed and may also contact the Committee.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.