Renewal dashboards showing old data
Ticketclosed
Kelbrook Mutual Insurance · Renewal dashboards showing old data
Renewal and member figures stopped updating after the overnight refresh. BG-Demo fixed the refresh on 23 Jul 2026, and the customer was told to rely on call notes until the catch-up finished.
What happened
What this says
As at Fri 9 Oct 2026Renewal and member figures stopped updating after the overnight refresh. BG-Demo fixed the refresh on 23 Jul 2026, and the customer was told to rely on call notes until the catch-up finished.
Problem: Renewal and member pages showed figures that had not updated since the overnight refresh, while managers prepared calls.
Handling: Kate Ormerod reported a fault in the nightly refresh and said the backfill had run. Samir Haddad was asked to find the root cause. The ticket closed on 27 Jul 2026.
Watch: An internal note asks for a check against the customer's data team before closing, and the record does not show that check.
Details
Updated 9 Oct 26Trail
created · Rebecca Ainsworth 21 Jul 2026 17:31Hello, the figures on our renewal and member pages haven't updated since the overnight refresh. My relationship managers are preparing calls for tomorrow and they're working from figures that look out of date. Could someone look into this urgently please? I can send examples of members where the latest call and policy changes are missing. Kind regards, Rebecca- Public reply · Kate Ormerod 21 Jul 2026 18:10Hi Rebecca, thanks for flagging this quickly. We're seeing a fault in the nightly refresh, which looks like a wider platform problem rather than something in your setup. Our engineers are on it and I'll update you as soon as we know more. Please don't send examples yet, we already have what we need. Kate
- Public reply · Rebecca Ainsworth 22 Jul 2026 09:00Hello Kate, thanks. Do you have a time when things should be back? Some of my team are asking whether they should call members using the figures they have. Could you let me know what they should say in the meantime? Thanks, Rebecca
- Public reply · Kate Ormerod 23 Jul 2026 09:48Hi Rebecca, the refresh is running again and the backlog is being caught up. For now, please ask your team to lean on call notes rather than the renewal figures. I'll confirm once the catch-up has finished. Kate
- Internal note · Kate Ormerod 23 Jul 2026 15:59Refresh job for the account fixed as part of the platform change, backfill has run. Policy feed gap was the most visible part. Please check against last night's load with the customer's data team before we close. Samir to pick up root cause with the platform team. Not for customer.
- Status change · 27 Jul 2026 23:59