One thing I will say is that with a contract of that particular magnitude, they were there to do a particular thing. They were there to process claims and pay the claims. They were not there to hold anybody's hand. They were not there to assist, per se. That's not what is in the contract. The contract says, “Here's your claim; you process the claim, you pay the claim, and then you're done.”
That's not what the mandate is. That's not in the oath you sign, the oath you take, when you become a public servant. The way they look at what they do is inherently different. They're an analyst at Blue Cross who works for Blue Cross. They're not a public servant. They're not a federal government employee. They have no vested interest in the well-being, per se, of that actual veteran, while for somebody who is working for Veterans Affairs as a public servant, that is exactly what their vested interest is: it's in improving that situation, because it helps them as well in moving forward.