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The regional group marketing director, was trying to decide what to do about Consolidated, a client who had made a claim for $9,500 under the company''s new group client service guarantee. The problem was that, although she believed Consolidated''s claim was completely without basis, the guarantee prominently said: if you have a problem, we will pay, no questions asked. Students have to assess Mutual Life''s guarantee and decide what to do about both the Consolidated incident and the guarantee. This case can be used either alone, or in conjunction with a related case bearing the same title, case 9A94D016, which addresses several issues in the design of the guarantee.