Member record pages slow to load
Ticketclosed
Kelbrook Mutual Insurance · Member record pages slow to load
Tariq Mahmood, Data and MI Manager, reported that member record claims panels were taking well over a minute to load. BG-Demo reproduced the slowdown on one record and pointed to a lookup that slows with long claims histories, but the cause is not confirmed.
What happened
What this says
As at Fri 9 Oct 2026Tariq Mahmood, Data and MI Manager, reported that member record claims panels were taking well over a minute to load. BG-Demo reproduced the slowdown on one record and pointed to a lookup that slows with long claims histories, but the cause is not confirmed.
Problem: The claims panel on member records was slow, especially for members with many policies and older claims, while the policy list loaded quickly.
Handling: First response came after 136 minutes. Bethan Lister reproduced the slowdown on one record, and Tariq confirmed the delay also happened in a private browser window. The ticket was marked solved on 11 Jul 2025 and closed on 15 Jul 2025.
Watch: Bethan asked whether the slow loads started on the day of the renewal run, and the record does not show an answer.
Details
Updated 9 Oct 26Trail
created · Tariq Mahmood 27 Jun 2025 08:06Morning. Since the end of last week, member record pages have been taking a long time to come up, especially for members with a lot of policies and older claims. This morning the record for one of our church policyholders sat on loading for well over a minute before the claims panel appeared. Rebecca's team are seeing it too. I've checked the nightly load and it finished on time, so I don't think the data is arriving late. Is this a known issue, or something on our side? Happy to send examples through the portal. Thanks, Tariq- Public reply · Bethan Lister 27 Jun 2025 10:22Hi Tariq, Thanks for the detail, I've picked this up. Just so I've got this right, the slow part is the claims panel on member records, and the policy list above it loads quickly? Could you try the following and tell me what you see? First, open a member record you know is slow and note how long the claims panel takes to appear. Second, open the same member in a private browser window, so nothing is cached. Third, send me the member references for two or three slow records, with the times you saw. I'll try to reproduce it on our side today and come back to you once I know more. Thanks, Bethan
- Public reply · Tariq Mahmood 1 Jul 2025 13:32Hi Bethan, Sorry for the slow reply, we had the policy renewal run last week and it took all of us. Yes, the policy list is fine, it's the claims panel. I've tried all three steps. The panel takes long enough that I stopped counting, and the same happens in a private window, so it isn't the cache. I'll send the member references through the portal rather than here, as they contain member details. Three of them, all with more than ten years of claims history. Is that a mapping question at your end, or should I be looking at our side? I'd rather not guess. Thanks, Tariq
- Public reply · Bethan Lister 3 Jul 2025 10:40Hi Tariq, Thanks, that's really helpful. I've reproduced the slowdown on one of the records you described. The claims panel waits on a lookup that gets slower when a member has a long claims history. I haven't confirmed the cause yet, so I'd rather not say more than that. Could you check whether the slow loads started on the same day as your renewal run? If they did, that would narrow it down a lot. Thanks, Bethan
- Status change · 15 Jul 2025 23:59