Absolutely. We have seen an evolution in the nature of the issues, and that has allowed us to monitor progress. Many things have been done.
First, Canada Life has more than doubled the staff that they put [Technical difficulty—Editor] call centres, but also for the treatment of claims themselves. Those are two different functions.
As well, they've increased and provided more in-depth training in those two areas, both at the call centres, to be able to better answer questions from our members, and also with the adjudication process.
The hours of operation have been extended. Throughout the summer until September and now until December 17, they remain open evenings and weekends.
By analyzing on a weekly basis what was happening, we observed that there were multiple doors of entry. We shut down two doors—chat and email—to only have phone calls. Instead of having people treat the same request many times, they only have it once. We've talked about letters and communications with pharmacists.