The point I wanted to make, if I may, is that we don't case-manage everyone. As Mr. Bayles said, a lot of claims will just get managed and resolved. But we do have some case-management arrangements for particular groups. We intensely case manage new war widows; we intensely case manage in the mental-health space; and we intensely case manage what I call “difficult clients”, or clients who have a range of issues we need to closely manage.
On June 10th, 2013. See this statement in context.