The act gave formal guidance for the first time on human tissue retention and the process of notifying families involved.

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The increase in involuntary retention was due to improvements in how we process payments and recover those members on payment hold.

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He added one of the concerns staff had was that cuts were "quite targeted at certain individuals" adding the process of interviews for selection for retention were often "unfair" and "irrelevant".

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Targeting high-value policyholders, winning their loyalty and focusing on retention take on new importance, especially at a time of far-reaching organizational and business-process change, when customer relationships are apt to fray and attrition rates spike.

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