Following up on your support request
Email thread Kelbrook Mutual Insurance · support
Kirsty Hepworth reported schools missing from her list. Olivia Grant traced one to a different relationship manager grouping hidden by her filter. Kirsty found the school once she cleared it; the ticket stays open pending Tariq.
What was said
What this says
As at Fri 9 Oct 2026Kirsty Hepworth reported schools missing from her list. Olivia Grant traced one to a different relationship manager grouping hidden by her filter. Kirsty found the school once she cleared it; the ticket stays open pending Tariq.
Customer view: Kirsty's concern was that live policies were missing. Clearing the filter showed the school and a couple of others, which she said explained a lot.
Risk: the grouping is a mapping question, and Tariq is still checking it. Kirsty is keeping the ticket open until he confirms.
Next: Tariq to confirm the grouping.
The thread
Updated 9 Oct 26Messages
Olivia Grant 12 Mar 2026 12:56Hi Kirsty, Thanks for your patience on the ticket you raised about the schools view. I've been through the overnight loads and the connector logs, and the records look to be arriving as expected. What I can't yet tell is whether the gaps you saw are in the source system or in how they are being shown to you. Could you send me one example, with the school name only and no member details, and say where you expected to see it? I'll trace that one record end to end and come back to you. If Tariq has changed anything on the mapping side recently, it would help to know, but I'll check with him separately if you'd rather not. Thanks, Olivia Support Engineer, BG-Demo
Kirsty Hepworth 13 Mar 2026 16:47Hi Olivia, Thanks for looking at this. I've picked one school that I'd expect to see in my list for the autumn renewals and it isn't there. I can see it in the policy system, so it is definitely a live policy. I'm not sure whether that helps or just confuses things. I've not heard of any mapping change, but I'm not the best person to ask. Tariq would know. I'm in meetings most of Monday, so if you need anything else, Tuesday morning is better for me. Kind regards, Kirsty On 12 Mar 2026, at 12:56, Olivia Grant wrote: > Could you send me one example, with the school name only and no member details, and say where you expected to see it?- Olivia Grant 17 Mar 2026 08:23Morning Kirsty, That did help. I've traced the school you sent. The policy came through, but it was sitting under a different relationship manager grouping, so your filter was hiding it. It wasn't missing from B-Viz. I've spoken to Tariq and he is checking that grouping on his side, because it's a mapping question and not something I should change from here. In the meantime, if you clear the manager filter in your schools list, the policy should show up. Could you try that and let me know whether it appears for you? Thanks, Olivia
- Kirsty Hepworth 17 Mar 2026 10:19Hi Olivia, I cleared the filter and the school is there now, along with a couple of others I hadn't noticed were missing. That explains a lot. Thanks for chasing it down. I'll leave the ticket open until Tariq has confirmed the grouping is sorted, if that's all right with you. Kind regards, Kirsty