At times you may receive a claim where you may not know how to respond or wonder why you had gotten the claim/decision/hearing to begin with. If you have any questions regarding how to respond to an item you received or why you had gotten it in the first place, you can contact your analyst. To do so, you can leave them a discussion board message.
This is located on the item in question:
Click new discussion and type in your question for your analyst. Your analyst will respond as soon as possible. They will be best equipped to answer your questions regarding the matter as they have all the data available to them.
As always if you have any additional questions or if your issues persist, please email SHIELD support at firstname.lastname@example.org