A complaint about a policy owned by a superannuation trustee may go to the insurer or the trustee; where possible the trustee gives a final written response within forty-five calendar days containing the action or reasons, the issues addressed with the information relied on, the right to documents and the external dispute right. If the trustee has not responded in forty-five days the customer is told they may ask the trustee for a written explanation. Unless otherwise agreed, the insurer gives its final decision in writing to the trustee to pass on, covering all the clause 7.13 content plus the clause 7.7 claim outcome where it applies.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.