Duplicate schools and churches in member search
Ticketclosed
Kelbrook Mutual Insurance · Duplicate schools and churches in member search
Renewals created second records for some schools and churches, splitting calls and policies. BG-Demo is checking the matching rule and has not given a date for a fix.
What happened
What this says
As at Fri 9 Oct 2026Renewals created second records for some schools and churches, splitting calls and policies. BG-Demo is checking the matching rule and has not given a date for a fix.
Problem: Rebecca Ainsworth reported duplicate organisations in member search after renewal, with calls at risk of sitting against the wrong entry.
Handling: Kate Ormerod found that renewal re-keying creates a new record when the name changes slightly. An internal note asked Marek Strand to check whether a merge is safe. The ticket closed on 11 Apr 2026.
Watch: The customer asked for a timescale to brief relationship managers, and no date was given in the record.
Details
Updated 9 Oct 26Trail
created · Rebecca Ainsworth 30 Mar 2026 10:51Hello, we've noticed that some of our schools and churches show up twice in member search, usually after a renewal. One entry has the old contact details and the other has the new ones, so calls and policies sometimes sit against the wrong one. Could someone look at how these are being matched and tidy up the ones we know about? I've listed a few examples in a separate message. Kind regards, Rebecca- Public reply · Kate Ormerod 30 Mar 2026 14:57Hello Rebecca, thanks for flagging this, and for the examples. Duplicates after renewal are something we need to look at, so I'm going to check how the records are matched on our side. Could you send me the names of two or three of the duplicated organisations so I can trace them back? Kate
- Public reply · Rebecca Ainsworth 1 Apr 2026 15:07Hi Kate, that's helpful, thank you. I've sent the examples across. My worry is the calls, because a school's safeguarding call from last term could be sitting against the wrong entry. Is there any way to tell which one is right, or do we need to choose by hand? Kind regards, Rebecca
- Public reply · Kate Ormerod 2 Apr 2026 12:10Hi Rebecca, we can't tell which entry is right from the data alone, so I wouldn't want anyone to pick one by hand yet. What I can do is check which entry has the latest renewal, and keep the calls linked to the organisation they were logged against. I'm checking this with our engineers now and will come back to you with what they find. Kate
- Public reply · Rebecca Ainsworth 2 Apr 2026 14:34Kate, thank you. Could you let me know how long this is likely to take? I'll need to tell the relationship managers what to do until it's sorted. Kind regards, Rebecca
- Internal note · Kate Ormerod 2 Apr 2026 15:25Checked the examples. Duplicates come from the renewal re-keying the organisation, so the matching rule creates a second record when the name changes slightly. Calls are still attached to the original. Marek, can you look at the matching rule and confirm whether a merge is safe for these? Haven't promised the customer a date.
- Status change · 11 Apr 2026 23:59