How do I see one member across policy and claims records?
Ticketclosed
Kelbrook Mutual Insurance · How do I see one member across policy and claims records?
Tariq Mahmood could not see one member across policy and claims records. Connor Webb set the join to match on member number, and Tariq confirmed the member now came back as one record. Helpline calls still showed the old record.
What happened
What this says
As at Fri 9 Oct 2026Tariq Mahmood could not see one member across policy and claims records. Connor Webb set the join to match on member number, and Tariq confirmed the member now came back as one record. Helpline calls still showed the old record.
Problem: Tariq Mahmood, Data and MI Manager, needed one member's policy and claims records joined, and the ticket was marked urgent.
Handling: Connor Webb set the join to match on member number, and Tariq confirmed on 3 Mar 2025 that the member now came back as one record.
Watch: helpline calls for the same member still showed under the old record, and the evidence does not show that was fixed before the ticket closed on 7 Mar 2025.
Details
Updated 9 Oct 26Trail
created · Tariq Mahmood 28 Feb 2025 08:26Morning. Sorry for the urgency, but this is blocking a member query this morning. We're trying to get a single view of one member across the policy and claims records, and the answers keep coming back as two separate members. Is there a setting in the pages or search that joins them on the member number, or is this something on our side? I've been through the mapping notes from when we set the policy and claims feeds up and can't see how it's meant to work. Happy to send an example if that helps. Thanks, Tariq- Public reply · Connor Webb 28 Feb 2025 09:22Hi Tariq, Thanks for the detail, and I've picked this up. Just so I've got this right, the two records share a member number but still appear separately in the answers? If you can tell me which member you're seeing split, I can check how the join is set on our side. Please don't send any member details by email, a name or a reference I can look up on the system is enough. Connor
- Public reply · Connor Webb 3 Mar 2025 15:03Hi Tariq, I've set the join to match on member number and checked it against the latest policy and claims loads. The duplicate should now merge in the answers. Could you run the same question again and tell me what you see? Connor
- Public reply · Tariq Mahmood 3 Mar 2025 15:29Thanks Connor. I've tried it and the member now comes back as one record, so that looks right. Is the join going to hold after tonight's load, or do I need to re-run anything on my side? I'll check first thing tomorrow to be sure. Tariq
- Public reply · Tariq Mahmood 3 Mar 2025 15:48One more thing. Helpline calls for the same member still show under the old record. Is that a mapping question as well, or a separate setting? Thanks, Tariq
- Status change · 7 Mar 2025 23:59