A customer who needs help with the claims process, understanding what is required, completing forms or supplying information is helped to find a solution, which may include collecting the information on their behalf with permission. A request for urgent access to benefits because of a covered condition is assessed, with evidence of the urgency requested if needed; the customer is told within five business days of receiving all evidence what help is available, that a review may be requested, and how to complain. Accepted help is confirmed in writing and may be a prioritised assessment and decision or an advance of part of the claim payment. Group policy customers are told whom to contact, within the limits the law places on superannuation benefits.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.