Duplicate members for hyphenated surnames in claims view
Ticketclosed
Kelbrook Mutual Insurance · Duplicate members for hyphenated surnames in claims view
Tariq Mahmood found members with hyphenated surnames counted twice in the claims view while the policy view showed them once. Bethan Lister traced it to a matching rule that Rory Maclean was reviewing.
What happened
What this says
As at Fri 9 Oct 2026Tariq Mahmood found members with hyphenated surnames counted twice in the claims view while the policy view showed them once. Bethan Lister traced it to a matching rule that Rory Maclean was reviewing.
Problem: Members with hyphenated or double-barrelled surnames appeared twice in the claims view but once in the policy view. Tariq said a renewal call had already been caught out by it.
Handling: Bethan reproduced the duplicate and found the matching rule treated the two spellings as separate members. She asked Tariq not to change mappings while Rory reviewed the rule.
Watch: The closed ticket does not show the rule change or whether the duplicates were cleared.
Details
Updated 9 Oct 26Trail
- Internal note · Bethan Lister 13 Nov 2024 15:12Checked the member matching on their tenant. The same member number appears under two spellings of the surname, which points at the matching rule rather than the source load. Rory needs to look at the rule before anyone changes it. Not telling the customer about a fix until we've reproduced it. Keeping the ticket open.
Public reply · Tariq Mahmood 13 Nov 2024 16:14Hi Bethan, following up on my earlier message. Which member number is that? I can see the same policyholder twice on the claims side, once with the hyphen and once without. I'll check last night's load before I say anything to Rebecca. That's a mapping question, I think. Thanks, Tariq- created · Tariq Mahmood 13 Nov 2024 17:39Hi, a follow-on from earlier. Members with a double-barrelled or hyphenated surname are showing up twice in the claims view, while the policy side has them once. Rebecca's team was caught out by it on a renewal call already. Is that the whole picture? I don't think it's the source load, because the same member number appears on both records. I'm happy to send examples through the usual secure route, not by email. Could you take a look? Thanks, Tariq
- Public reply · Bethan Lister 13 Nov 2024 22:02Hi Tariq, I've picked this up and reproduced the duplicate on our side. It comes from the matching rule treating the two spellings as separate members. Rory is looking at the rule now. Please don't change any mappings on your side in the meantime, so the records stay as they are while he works through it. I'll come back to you here once there's something to test. Thanks, Bethan
- Status change · 25 Nov 2024 23:59