Claims dates showing the report date in member timeline
Ticketclosed
Kelbrook Mutual Insurance · Claims dates showing the report date in member timeline
Rebecca Ainsworth reported that claim dates in the member timeline showed the date reported, not the loss date, so managers were quoting wrong dates to members. Olivia Grant reproduced it and pointed to the claim detail page for true loss dates.
What happened
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth reported that claim dates in the member timeline showed the date reported, not the loss date, so managers were quoting wrong dates to members. Olivia Grant reproduced it and pointed to the claim detail page for true loss dates.
Problem: The member timeline showed the reported date instead of the loss date, so managers quoted wrong dates to members.
Handling: First response came after 79 minutes. Olivia Grant reproduced the fault on the test view on 29 Jan 2026, and Ross Thackeray was asked to check the mapping. The ticket was solved on 2 Feb 2026 and closed on 6 Feb 2026.
Watch: The internal note ties the fault to claims synced after the last change, but the record does not say what that change was or whether Rebecca Ainsworth confirmed the fix.
Details
Updated 9 Oct 26Trail
created · Rebecca Ainsworth 26 Jan 2026 11:00hi, we've got a problem on the member timeline. the claim dates look wrong, they show the date the claim was reported and not the date of loss. managers are quoting the wrong dates to members. can someone look at this asap? it's urgent for our renewals this week. thanks, Rebecca- Public reply · Olivia Grant 26 Jan 2026 12:19Hi Rebecca, thanks for flagging this, and sorry for the trouble. I'm looking now. Can you tell me one claim where the date is wrong? The policy reference is enough, so please don't send any personal details in chat. Thanks, Olivia
- Public reply · Rebecca Ainsworth 27 Jan 2026 11:31Hi Olivia, I've got one. The claim on the school roof policy was reported earlier this year, but the loss happened before that. The timeline shows the reporting date. Is the loss date held somewhere else on the claim? Also, did anything change this week? It seems to have started around then. Kind regards, Rebecca
- Public reply · Olivia Grant 29 Jan 2026 09:51Hi Rebecca, thanks, that helped. I can reproduce it on the test view. It looks like the timeline is picking up the reporting date in place of the loss date, and we're checking why. I'll update you once we know. In the meantime, the claim detail page shows the true loss date. Kind regards, Olivia
- Internal note · Olivia Grant 29 Jan 2026 12:28Reproduced on the Kelbrook test view. Timeline is reading the reported date field, not the loss date, for claims synced after the last change. Passing to Ross to check the mapping. High priority because of renewals. Customer has the claim detail workaround.
- Status change · 6 Feb 2026 23:59