So, as others have said, there were more than half a million claims to EQC after those Canterbury earthquakes, and even though the commission took on board an extra 1,000-odd staff, it was totally overwhelmed by both the number of claims and also the efforts to roll out a managed repair process where EQC took all the responsibility for managing those repairs and doing it on a mass scale. That led to some pretty horrendous experiences for homeowners, long periods of negotiation with EQC and insurance companies, and as Dame Silvia also noted, previously EQC had been regarded as being a helpful and supportive face of the Government, but after the earthquakes, it was seen to be—and I quote—"uncaring, miserly and inefficient", and people saw it often as being sort of dominated by financial objectives, seeking to minimise the costs for the Crown in claims management and settlement. Since then, of course, there have been a number of quite significant operational changes by EQC and how it works, both with claimants and with private insurers: the transfer of contents to private insurers; it's developed a toolbox of options for recovery; it's established a hub for claimants to access information; it's sought to ensure that there's one point of contact for people making claims and resolving their claims; and it's developed a much better partnership with private insurers.