Just to add a little bit of info on the N call in honest program, although not directly contractual, it was an FOM policy with a contractual LOA recognizing it. Although I think that the LOA still had some "weasel out" language for the company to retain the ability to make changes to the program at their discrection.

So to answer the question of "was the call-in-honest" program contractual or just a policy, I guess the answer would be "yes" to both...