Same member appears twice in answers

Hi, I've noticed some members are showing up twice in B-Viz answers, once against their policy and once against their claim, with different member numbers. The one I checked is a school in our Yorkshire book. When I ask how many open claims a member has, the answer counts them as two members, and the totals don't match the policy count. I've checked last night's load and the source files look right on our side, so I don't think it's the export. I've tried the question with the policy number and again with the claims reference and got two different totals. Could someone look at whether the mapping is picking up the wrong key? We're using these numbers for the renewal packs next week, so it needs sorting soon. Thanks, Tariq

Hi Tariq, thanks for the detail, that's really helpful. Could you send me the member number you expect for that school, and the claims reference you're seeing alongside it? With those I can trace which key the answer is matching on. I'm looking at the mapping now and will update you once I know more. Thanks, Olivia

Hi Olivia, I have the policy number and the claims reference for the school, so I'll send them over through the usual secure route rather than in here. I haven't changed any mapping yet and won't until I've spoken to Rebecca, as the claims team relies on the current member link. Which field is B-Viz using to decide two records are the same member? That's the question I need answered before I can say anything to the renewal team. Thanks, Tariq