(i) Making the simple, difficult, and dangerous John held various policies with his insurer. Illness struck and it reached the point where an income protection insurance claim needed to be lodged. The new Financial Services Council (FSC) standard authority was completed and sent to the insurer designating a third party as the claim point of contact and requesting a claim pack be sent to that person. Several days later an email was received: “An income protection insurance claim has now been registered for this member”. So far, so good… but the email went on: “In order to send you the claim pack, we need a certified copy of the members driver’s license or passport to be certified at a police station as the current copy we have is not clear”.