A timeframe missed because of circumstances beyond the insurer's control is not a breach, but where those circumstances are likely to push the decision past two months (income) or six months (lump sum) the insurer or the group owner explains them in writing before the deadline, keeps updating at least every twenty business days unless otherwise agreed, and gives the complaints process. Where a final decision is unlikely within twelve months the claim is referred to a senior team member or review committee, the outcome is given in writing, and the explanation, updates and complaints information continue.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.