Calls missing from member timeline when a member has two policies
Ticketclosed
Kelbrook Mutual Insurance · Calls missing from member timeline when a member has two policies
Rebecca Ainsworth reported calls missing from the member timeline for a member with two policies, just before a renewal conversation. BG-Demo reproduced it and gave a search workaround while engineering looked at a fix.
What happened
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth reported calls missing from the member timeline for a member with two policies, just before a renewal conversation. BG-Demo reproduced it and gave a search workaround while engineering looked at a fix.
Problem: Calls linked to a second policy did not appear in the member timeline, though they still showed in search.
Handling: First response came after 95 minutes. Bethan Lister reproduced the fault on a test member on 1 Aug 2025, and Rory Maclean was asked to check the cause before any fix was promised.
Watch: Rebecca had also emailed about the issue the same day, so this ticket may duplicate it. The record does not say what change closed the ticket on 8 Aug 2025, though it was closed on 12 Aug 2025.
Details
Updated 9 Oct 26Trail
Public reply · Rebecca Ainsworth 30 Jul 2025 15:53Hello, I sent a note about this earlier today by email, so this may be a duplicate of that. I'd be grateful for an update when you get a moment. Kind regards, Rebecca- created · Rebecca Ainsworth 30 Jul 2025 17:06Hello, I'm writing about a problem with the member timeline. For a member who holds both a church building policy and a personal policy, some of the calls logged in the last month are not showing in the timeline. They do appear in search, so the calls are there, but the timeline is missing them. My relationship manager was about to go into a renewal conversation and nearly went in without them. Could someone look at this as a priority? Kind regards, Rebecca
- Public reply · Bethan Lister 30 Jul 2025 18:41Hi Rebecca, Thanks for sending this through, and I'm sorry this has come up at a busy moment. Just so I've got this right, the calls show in search for that member, but they're missing from the timeline when the member has two policies? Could you try this and tell me what you see? First, open the member record and note the calls count shown at the top. Second, open the timeline with the filter set to all policies. Third, tell me whether the calls you're looking for appear in search but not in the timeline. I've picked this up and will come back to you once I've reproduced it. Thanks, Bethan
- Internal note · Bethan Lister 1 Aug 2025 13:22Reproduced on a test member with two policies. Calls logged against the second policy drop out of the timeline view but still return in search. Looks like the timeline filters on the first policy reference, though I haven't confirmed the code path. Looping in Rory to check before we promise anything to the customer. Customer has a renewal conversation coming up, so keep this at high.
- Public reply · Bethan Lister 1 Aug 2025 16:04Hi Rebecca, I've reproduced this on our side, so it isn't something in your setup. The calls are still stored and they show in search, but the timeline view is leaving out calls linked to a second policy. Our engineering team is looking at it now. Until it's fixed, you can use search with the member name and the policy reference to bring those calls up. It's not as neat as the timeline, but it does show the full set. Thanks, Bethan
- Status change · 12 Aug 2025 23:59