Underwriting dashboard not updating
Ticketclosed
Fenmoor Specialty Underwriting: documents · Underwriting dashboard not updating
Underwriting dashboard failed to refresh overnight on 23 Jul 2026 due to claims connector timing out. Callum Reid escalated twice over three days; issue was identified and fixed on 27 Jul 2026 but revealed a service-level response gap.
What happened
What this says
Current to 11 Oct 26Underwriting dashboard failed to refresh overnight on 23 Jul 2026 due to claims connector timing out. Callum Reid escalated twice over three days; issue was identified and fixed on 27 Jul 2026 but revealed a service-level response gap.
Problem: Refresh did not complete by 07:00 on 23 Jul 2026, blocking capacity-provider queries. Callum Reid reported at 08:11, then escalated on 24 Jul 2026 and 27 Jul 2026 when data remained stale.
Handling: Bethan Lister responded within 24 minutes. After three days, Ewan Pryce identified the root cause as a claims connector timing out during refresh cycles. He fixed the timeout handling, data reprocessed successfully, and Bethan confirmed resolution on 27 Jul 2026 at 16:10.
Watch: Four-day gap between issue and fix for a service-level breach on critical data pipelines. Customer had to escalate twice before receiving substantial updates from BB-Demo.
Details
Updated 9 Oct 26Trail
created · Callum Reid 23 Jul 2026 08:11The underwriting dashboard isn't refreshing. We should have today's data from claims and bordereaux by 07:00, but it's showing yesterday's position. This means we can't answer capacity-provider queries about our current book. What's going on?- public_reply · Bethan Lister 23 Jul 2026 08:35I've picked this up. Just so I've got this right - the dashboard should have refreshed overnight with today's claims and bordereaux data, but it's showing yesterday's? Let me check the refresh logs and the connectors. Back to you in the next hour. Thanks, Bethan
- public_reply · Callum Reid 24 Jul 2026 11:10Still showing yesterday's data. We need this working today - otherwise the team's manually checking position against three systems, which is what the brain was supposed to fix. By when will it be current?
- public_reply · Callum Reid 27 Jul 2026 09:42Still waiting on an update. Can you tell me what's being looked at?
- internal_note · Bethan Lister 27 Jul 2026 12:38Escalated to Ewan. Root cause: claims connector timing out during refresh cycle. Ewan fixed the timeout handling and reprocessed the data. Refresh successful overnight.
- public_reply · Bethan Lister 27 Jul 2026 16:10We've found and fixed the issue. The claims connector was timing out during the refresh cycle, which was stopping the update from completing. The platform team has fixed that, and the refresh has run successfully. Can you check the dashboard and tell me what you see now? Thanks, Bethan
- status_change · 31 Jul 2026 23:59