Raise a Concern

What is Raise a Concern?

Raise a Concern is one of the three Status Check actions available to Delegates. It allows you to flag that you are worried about the Account Holder at any time, not just after an unconfirmed Check-in.

This is a proactive safety feature. You do not need to wait for an escalation to act.

When to Raise a Concern

You may want to Raise a Concern if:

• You are worried about the Account Holder
• You have not been able to reach them through normal channels
• You believe a Care Pause was requested when they are actually well
• Another Delegate's action does not reflect reality
• You disagree with a Care Pause or 'They're fine' action taken by another Delegate

To raise a conflict about another Delegate's action, use your Status Check options in the app. Select 'Raise a Concern' to flag the issue and begin a 72-hour resolution window.

What happens when you Raise a Concern

• 1You confirm your identity through step-up authentication
• 2Other Delegates are alerted (in multi-Delegate accounts)
• 3The Account Holder is prompted to check in
• 4If there is a conflict, a 72-hour resolution window begins

Raising a Concern does not immediately reverse another Delegate's action. It opens a review process.

The 72-hour resolution window

When a Concern is raised about a Care Pause or 'They're fine' action in multi-Delegate accounts:

• A 'CONFLICT FLAGGED' status appears on the account
• The Account Holder is prompted to check in
• We normally send up to one reminder per day to the Account Holder during the Status Check window
• Other Delegates can confirm or dispute the original action
• If the Account Holder responds, the conflict is resolved
• Delegates who were notified may receive follow-up updates when action is no longer needed
• If no resolution occurs, our team reviews the situation

For single-Delegate accounts, only the Account Holder or our support team can override a Delegate's action.

Important to know

• Raising a Concern is non-destructive: it does not trigger message release
• It does not grant you access to private messages or account details
• The Account Holder remains in control of their account
• Your concern is not anonymous. Transparency supports fair resolution

This feature is designed to help important decisions be made thoughtfully and disagreements handled fairly.