And then, of course, after that came the royal commission and Dame Silvia Cartwright's work. Amongst the almost 1,000 submissions, there were some positive submissions from people who were deemed vulnerable; they got their claims dealt with quickly and they were lucky. But there were many, many others, as we've heard, who spoke of the lack of operating procedures; poor communication; the repeating of details of their case over and over to different people, which was re-traumatising; and the delays in getting things resolved. One person in their submission said, "The earthquake didn't break me. EQC almost did".