Renewal status showing as lapsed on the member overview

Ticketclosed

Kelbrook Mutual Insurance · Renewal status showing as lapsed on the member overview

Rebecca Ainsworth reported a renewed policy showing as lapsed on the member overview, so relationship managers were calling members about policies already in force. Bethan Lister asked for a member name to check.

Priority normal

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What happened

What this says

As at Fri 9 Oct 2026

Rebecca Ainsworth reported a renewed policy showing as lapsed on the member overview, so relationship managers were calling members about policies already in force. Bethan Lister asked for a member name to check.

Problem: A renewal showed as lapsed on the member overview though the policy was renewed and documents were in the policy system. Relationship managers were calling members about policies already in force, which Rebecca called embarrassing.

Handling: Bethan asked whether the policy record looked correct when opened and asked for the name of one affected member. The ticket was solved on 13 Dec 2024 and closed on 17 Dec 2024.

Watch: The record does not show the cause of the lapsed status or the fix.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categorybug

Channelweb

First response (min)231

CSAT5

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Trail

created · Rebecca Ainsworth 5 Dec 2024 11:58
A renewal on the member overview is showing as lapsed, but the policy has been renewed and the new documents are already in the policy system. The status hasn't changed in B-Viz, so our relationship managers are calling members about policies that are already in force. That is a bad experience for the member and it's embarrassing for us. Could you check this and tell us what's causing it? We need it sorted before the next round of renewal calls. Rebecca Ainsworth, Head of Member Services
Public reply · Bethan Lister 5 Dec 2024 15:49
Hi Rebecca, thanks for flagging this so quickly. Just so I've got this right, the status is wrong on the overview page, but the policy record itself looks correct when you open it? Could you try that for one member and tell me what you see? If you can send me the name of one member whose status is wrong, I can check the load for them directly. I'll let you know what I find as soon as I have it. Thanks, Bethan
Status change · Bethan Lister 13 Dec 2024 13:43
Status change · 17 Dec 2024 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

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Help & Support

B-Viz is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Viz connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Viz Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	300
People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
Events	49
News items	147

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Viz is the tool that reads its data.

Who to contact

Email info@b-viz.com or talk to your B-Viz account team. Tell us the page address and what looked wrong; a screenshot helps.

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