I want to start by saying that we do know that people were very frustrated by some of the transition issues. We do know the service that some members expected and the families received did not meet their expectations nor ours, and we've been working very hard to fix that.
I've talked a little bit about our customer service action plan, and we have most of those issues behind us now, with the call centre wait times between one to three minutes and the ability to pay claims within about 2.2 days.
I think, to the honourable member's specific element, what has been most helpful in those cases is our urgent escalation process whereby, if a member was experiencing financial hardship or felt they hadn't had their eligible claim processed, they could reach out to us. There, we would take an escalated process to make sure we reached out to that member, and we would move their inquiry right to the top of the line. That was very helpful, and we were very public about that when we were behind on claim processing times. We made sure, for those who may have experienced that hardship, if they had to, for example, put some payments on their credit cards, that we could accelerate those and prioritize them for quick and prompt payment.