That would be on my part.
As I said, these were not necessarily inquiries requiring just a phone call, or that type of situation. They were inquiries that required a lot of work on our part. In the example I used earlier, an inquiry did not result in a formal complaint but resulted in mediation. Without going to the step of a formal complaint, there was resolution through mediation. We didn't know how to categorize these cases and we did want to account for them because they required a lot of energy. At some point, as I said, although there are only three complaints, almost a full-time resource is assigned to this.
Rest assured that these inquiries are not just a phone call asking where the policy is and it's there on the website and that's it. Those are not accounted for. In these instances, we put some significant energy into the resolution, if possible, to the case.