How to map helpline member references to policy records
Ticketclosed
Kelbrook Mutual Insurance · How to map helpline member references to policy records
Tariq Mahmood asked how to match helpline member numbers to policy records. Most members now match, but a few still show twice because of older helpline numbers.
What happened
What this says
As at Fri 9 Oct 2026Tariq Mahmood asked how to match helpline member numbers to policy records. Most members now match, but a few still show twice because of older helpline numbers.
Problem: The helpline uses a different member number from the policy system, so one member showed as several records.
Handling: Olivia Grant advised using the policy member number as the key and adding the helpline number as a second identifier. The ticket closed on 14 Aug 2026.
Watch: Tariq Mahmood is raising the remaining duplicates with the head of member services before changing the mapping.
Details
Updated 9 Oct 26Trail
- Public reply · Olivia Grant 29 Jul 2026 09:35Hi Tariq, the usual approach is to match on the policy number where it appears on the call, and fall back to member name and policy start date where it doesn't. Is the helpline number visible on your call records? If it is, we can map that too. Olivia
Public reply · Tariq Mahmood 29 Jul 2026 10:33Thanks Olivia. The helpline number is on the call record, but not in the same format as the policy number. Which member number does B-Viz use as the key? I'd rather not guess. Tariq- created · Tariq Mahmood 29 Jul 2026 15:28Hello, following the note I sent this morning, I'm trying to work out the right way to map our helpline member references to the policy records. The aim is that one member shows as one record across policy, claims and calls. The helpline uses a different number from the policy system, and I'm not sure which field B-Viz should match on. Could you talk me through the mapping steps? Thanks, Tariq
- Public reply · Olivia Grant 29 Jul 2026 17:52Hi Tariq, use the member number from the policy record as the key, then add the helpline number as a second identifier in the mapping settings so the calls link up. Once it's saved, run it on a small sample first and check a few members by hand. Let me know what you see. Olivia
- Public reply · Tariq Mahmood 31 Jul 2026 12:48Hi Olivia, I've checked last night's load and it's mostly matching. Most members now show as one record, but a handful still come up twice, which I think is down to older helpline numbers. I'll raise it with our head of member services before I change anything else, as I don't want to alter the mapping without telling her. Thanks, Tariq
- Status change · 14 Aug 2026 23:59