How do I see call notes against a member's policy?
Ticketclosed
Kelbrook Mutual Insurance · How do I see call notes against a member's policy?
Rebecca Ainsworth said helpline call notes did not appear against a policy, so relationship managers were going into renewals without them. Connor Webb traced one example to a trailing space in a member reference, changed the matching and asked her to recheck.
What happened
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth said helpline call notes did not appear against a policy, so relationship managers were going into renewals without them. Connor Webb traced one example to a trailing space in a member reference, changed the matching and asked her to recheck.
Problem: Helpline call notes showed on the calls list but not against the policy, so managers walked into renewals without them.
Handling: First response came after 454 minutes. Connor Webb traced one call to a trailing space in its member reference, trimmed references before comparing them, and asked the team to rerun the links. The ticket was solved on 29 Sep 2025 and closed on 3 Oct 2025.
Watch: The record does not show whether the boiler claim call now appears against the policy, which Connor asked Rebecca to check.
Details
Updated 9 Oct 26Trail
created · Rebecca Ainsworth 15 Sep 2025 16:39Hi, hoping you can help. When a relationship manager opens a member's record in B-Viz, the call notes from the helpline don't show up beside the policy. Only the email threads do. Our team has checked the calls connector and the recordings are definitely in the call recorder, so I'm not sure what we're missing. Relationship managers are walking into renewals without the calls, which is exactly what we set this up to stop. Let's not make them tell us twice, but right now they are. Is there a setting I've missed, or does the member reference need mapping again? Kind regards, Rebecca- Public reply · Connor Webb 16 Sep 2025 00:13Hi Rebecca, thanks for getting in touch. Call notes only appear against a policy when the member reference in the call recorder matches the one in the policy system. Where the reference is missing or formatted differently, the call is indexed but not linked, so it sits on the calls list rather than the policy view. Could you send me one example where you expect to see a call but don't? If you can tell me the policy name and roughly when the call happened, I'll check the link on our side. Kind regards, Connor
- Public reply · Rebecca Ainsworth 16 Sep 2025 11:50Hi Connor, thanks, that's helpful. I've had a look and the references look the same format to me, so it could be something else. One example is a school's boiler claim call from last month. It shows on the calls list but not against the policy. What does the member see when a relationship manager opens the policy? That's really what matters to us. Is that the whole picture, or is there a second place to check? Kind regards, Rebecca
- Public reply · Connor Webb 17 Sep 2025 15:00Hi Rebecca, thanks for the example. I've checked that call and the member reference on it has a trailing space, which is why it isn't linking. We've changed the matching so references are trimmed before they're compared, and I've asked the team to re-run the link for your calls. Could you check the boiler claim call now and let me know whether it appears against the policy? If it still doesn't, I'll look again. Cheers, Connor
- Status change · 3 Oct 2025 23:59