Same member showing as two records after the claims load
Ticketclosed
Kelbrook Mutual Insurance · Same member showing as two records after the claims load
Same member appears as two records after the claims load, with different member numbers. Bethan Lister found two causes and raised the fix with the data team, with no date given.
What happened
What this says
As at Fri 9 Oct 2026Same member appears as two records after the claims load, with different member numbers. Bethan Lister found two causes and raised the fix with the data team, with no date given.
Problem: The same member shows twice in renewal and claims views, because the member number format differs between systems and the load can run before the mapping is updated.
Handling: Bethan Lister reproduced the issue on the claims side and raised it with the data team. She could not promise a fix date and asked Rebecca Ainsworth to check the renewal view after the next refresh.
Watch: The evidence does not show whether the fix shipped or the renewal view is now correct.
Details
Updated 9 Oct 26Trail
Public reply · Rebecca Ainsworth 29 Apr 2024 10:17Following on from our call, I've copied in the member I mentioned. Her claims are on one record and her policies on another, and the relationship manager can't see both in one place. What does the member see when they log in? Kind regards, Rebecca- Public reply · Bethan Lister 29 Apr 2024 11:06Hi Rebecca, thanks for the example, that's really helpful. Just so I've got this right: the two records share the same name and the same address, but the member number differs between the policy record and the claims record? I'll look at the latest load. Can you tell me whether the duplicate shows in both the renewal view and the claims view? Thanks, Bethan
- Public reply · Rebecca Ainsworth 29 Apr 2024 12:45Yes, same name, same address, different member number. It shows in both views. I've copied both screens into the ticket. Is that the whole picture, or is there something else we should look at? Kind regards, Rebecca
- created · Rebecca Ainsworth 29 Apr 2024 15:46Hello, I'm writing about a problem we keep seeing in the member records. When one of our relationship managers opens a renewal, the same member appears as two separate records, one from the policy side and one from the claims side. The claims don't sit against the policies they belong to, so the renewal page looks incomplete and people end up checking two screens. Let's not make them tell us twice, so I'd like this sorted before the next renewal round. Searching by name brings up both records every time, and I'm not sure whether this is the load or a mapping on our side. Is there anything you can see from your end? Many thanks, Rebecca
- Public reply · Bethan Lister 29 Apr 2024 20:36Hi Rebecca. I've reproduced it on the claims side. There are two things going on. First, the member number format in the claims system doesn't match the policy system, so the join misses. Second, the duplicate is created when the load runs before the mapping is updated. I can't promise a date for the fix yet, but I've raised it with the data team and I'll update you here. Can you try the renewal view after tonight's refresh and tell me what you see? Thanks, Bethan
- Status change · 13 May 2024 23:59